La Poste Solution Business uses voice to support its customers

Background

La Poste Solution Business is a key player in the provision of business solutions, with a wide range of services from shipping management to online payment facilitation. Despite its extensive offering, the complexity of certain services, notably account creation or the use of certain functionalities, could lead to misunderstandings or abandonment during the customer journey. The main objective was to simplify understanding of the services and facilitate adoption of the proposed solutions, while increasing user engagement.

The project

In response to this problem, La Poste Solution Business is working with EKOO to integrate educational audio capsules into its website. These capsules are placed at strategic points in the user journey, such as account creation and the presentation of different offers.

The project's main initiatives include :

Explanatory audio capsules: Audios guiding users through essential steps. For example, explaining how to create an account easily, clarifying the process and benefits of having an account on La Poste Solution Business.
Explaining offers via audio: capsules detailing the specific benefits of certain offers and services, such as ready-to-mail envelopes, or the wearable food service. These audios are designed to be both informative and engaging, so as to promote better understanding and encourage people to sign up.
Encouraging action: At the end of some capsules, a redirect link allows the listener to go directly to the service page or request a contact, thus facilitating conversion and increasing sales.

The aim is to offer an experience similar to that of an advisor, but accessible 24/7, to answer users' questions and guide them along the route in real time.

Results

Thanks to the integration of audio capsules, La Poste Solution Business is redefining the online customer experience, combining simplicity and engagement.

Engaging and effective audio capsules: The audio capsules integrated into the La Poste Solution Business website have proved highly effective in guiding customers. By simplifying the understanding of offers and services, these capsules enable users to navigate more fluidly and quickly find the solutions best suited to their needs.
Plenty of committed listening: Capsule performance is also measured by a particularly high views/clicks ratio. These results highlight users' interest in this format and their strong commitment to listening to audio content.
A direct impact on the customer experience: This device contributes to enriching the user experience and enhancing customer satisfaction by making information more accessible and attractive.

With this project, La Poste Solution Business doesn't just inform its customers: it actively engages them in an enriching and differentiating digital experience.

Listen to our audio features at La Poste Solution Business :

Open an account

Capsule with integrated redirect link