O2 conversion rates of trending products increased by 320%

How Luigi’s Box helped O2 customers find what they are searching for, improved the overall user experience and augmented conversion rates significantly.

O2 Slovakia is the fastest growing mobile network operator in Slovakia. Since 2007, it has gained more than 1.9 million customers and acquired a 25% market share. The company has been continually awarded for their services in independent customer surveys.
In 2016, O2 became the operator of the year for the seventh time in a row.

  • 750 000 monthly online visitors
  • 10% of e-commerce revenue through on-site search
  • 8× higher conversion rate of visitors, who used on-site search

Making On-Site Search a Priority

Even though less than 5% of visitors use on-site search, the online department at O2 has never neglected the importance of search and always seen it as an important revenue stream.

In March 2017, O2 teamed up with Luigi’s Box to improve the performance of their search and implemented Search Analytics on all O2 sites including the main website, the eshop, and the Q&A portal.

In a short time, O2 online team was able to see the most frequently searched terms including phrases with typos and no search terms. Not to lose potential customers to no search results, they used the Fixit option to route visitors to correct queries and pages. Furthermore, they also adapted content pages to match customers’ language.

Luigi's Box is a very progressive tool, which complements our existing analytical data. Its usage led not only to higher conversion rates of our e-shop, but it helped us to keep high standards of customer satisfaction with our site.

Jana Karasová, Online Sales and Service Development Specialist, O2 Slovakia
Jana Karasová
Online Sales and Service Development Specialist, O2 Slovakia
screenshot O2

Getting Immediate Results

When O2 introduced a new postpaid plan called O2 Volnost, many visitors struggled to find it. Luigi’s Box identified this issue and fixed it. In a short time, the conversion rate of people who looked for this plan increased by 9 times.

Using Fixit rules has become a regular ritual at O2. Each month, more than 10 new Fixit rules are created. he conversion rate of these Fixit rules is higher by 136% compared to ordinary search conversion rate.
Thanks to effective routing of visitors to trending products and services, the conversion rate increased by 320%.


Summary

Using Luigi's Box on a daily basis helped O2 spotlight trends in searching, draw attention to lost opportunities, adjust on-site search and develop further features. And foremost, fulfill visitors‘ needs when searching for a product or a service.