Five9
Client Overview
Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers world-wide. Powered by Practical AI, Five9 enables agents to provide customer experiences across phone, email, chat, mobile, social and more.
The Challenge
Five9 is a leader in cloud contact center solutions, with a robust offering of features and benefits. Their existing website was also robust, offering prospective and current customers rich information about the technology. Five9 needed to understand how the website and UX was performing and what messaging and content was resonating most with their audience. They needed to start using data to inform the decisions around website updates and messaging to ultimately improve conversion.
The Solution
Kanopi became a strategic partner to Five9, and we continue to work alongside the company as an extension of their internal team. By starting with User Research and Discovery, we dug deep into the needs of each of their customer personas and key areas of the business. We interviewed members of each department, to create a cohesive view of business needs, pain points, and goals across the organization.
We implemented testing on Five9’s site, using heat mapping and looking into their current site’s analytics, to make data-driven decisions for design and functionality updates.
New landing pages were tested, the site navigation was updated as well as messaging, and the design revamped on several key pages.
Our ongoing relationship includes feature development, strategy, branding, tone/voice support, and content strategy.
Key Features
New Navigation Testing
Updates to website navigation based on user-testing were implemented, resulting in improved UX.
Data-driven Strategy
Heat mapping the new pages proved that the decisions made about design, layout, and functionality created a site that converted better.
User & Stakeholder Research
Understanding the pain points and perspectives for each area of the business as well as each customer persona was critical in creating a strategic website growth plan.
The Result
Thank you again to the entire Kanopi team for your continued guidance and partnership as we could not have done this without you.
