VODAFONE Developing the first chatbot in UK telecoms to offer a complete ecommerce transaction to transform Vodafone’s customer experience

“TOBi has been very successful in delivering excellent digital experiences for our customers as well as providing previously unavailable insights to our digital teams to enable them to continually redefine the traditional ecommerce journey to one that is fast, efficient and unique for every purchase. His development has been part of our wider digital transformation strategy at Vodafone where we have been very successfully partnering with MMT Digital who support our entire digital business.”

Jon Davies, Head of Digital

The Results

  • %
    reduction in time to checkout vs website
  • net promoter score
  • %
    increase in conversion rate

The Challenge

Develop a chatbot solution to improve customer success rates and customer satisfaction for SIM-only purchases

Attract more customers to the digital channel with a more engaging experience than a traditional linear sales journey

Improve the overall conversion rate of online sales from the basket to checkout, focusing particularly on reducing the dropout rate throughout the checkout journey on the website

What We Did

Formed a joint innovation team with Vodafone to identify the latest technological innovations for creating a chatbot solution

Developed and tested several conversational flows to shape the browse journey and introduced a checkout inside the assistant so customers could complete an order within the chat window

Launched TOBi, a friendly, accessible chatbot, and the first in UK telecoms to offer an end to end sales journey

Won accolades at a number of industry awards shows including the Marketing Week Masters Awards , Campaign Tech Awards and Computing Digital Technology Leaders Awards

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