Expanding ecomm capabilities to connect Alaskans
And while GCI.com provides a hub from which users can browse their communications options, the journey to purchase GCI services and products felt disjointed at best due to the lack of a integrated ecomm solution.
See how we collaborated with GCI to not only address their ecomm needs but also create a solution that was flexible for the future.
Overhauling the past
In addition, payment was handled using traditional methods. Customers needed to contact a customer service representative via phone and then communicate what they intended to purchase. And because the shopping experience was somewhat fractured, it often led to time-intensive conversations that were less than efficient...and sometimes frustrating for customers.
A head + heart approach
Using our integrated philosophy, we combined our Sitecore technical acumen with our experience strategy and design chops and got to work.
Specifically, our Sitecore experts developed a stepped-out component experience that worked across different sections of the site — whether you were building an internet plan, a mobile plan or both. This approach united the shopping flow across the site and allowed our team to test scenarios and help educate GCI about potential trouble spots and opportunities within various customer buy flows — all to better facilitate better engagement and efficiency.
In tandem, we developed a fully integrated and custom GCI shopping cart experience to help customers and CSRs better communicate, drastically reducing the amount of time and questions at check out.
We also implemented COVEO to surface information quickly via search; with a custom reusable component approach that maintained a consistent brand experience while allowing us to provide relevant content for each shopping experience. The result: A savvy experience that makes finding the right products and services simple and eliminates the need for customers to sift through mountains of SKUs.
But what good is a technical solution if it doesn’t appeal to users? To that end, our UX Design team rolled up our sleeves and built a visually thoughtful and intuitive approach to the component experience.
Built for now and what’s next
In addition, as CSRs are still central to the GCI ecomm equation, our solution empowers them to build stronger bonds with customers through actionable intelligence, leading to higher engagement scores across the board.
"One of the most satisfying things to achieve is a program that has stayed true to the charter and is working as designed. We started an eCommerce journey without knowing how to achieve our goal. We had passion and drive, but no prioritized plan or roadmap. In the end, our results stayed true to the charter GCI and Horizontal jointly created in 2019. Our digital channel is now a critical sales channel, adding value for our customers, and results to our bottom line."
Our Commerce Expertise
We’re purpose-built to deliver experiences that go beyond a sale.
Sitecore Experience Commerce
Maximize XC’s capabilities to create tailored experiences across ecomm moments