Case Study: Schneider Electric reduces customer support calls and improves UX with Contentsquare

Schneider Electric reduces support calls and improves NPS with Contentsquare

Schneider Electric, a global industrial technology leader, faced challenges with the complexity of its websites, causing customers to struggle finding product information. This led to a rise in support tickets and created blind spots in the user journey. To address this, Schneider Electric turned to Contentsquare's Experience Intelligence platform, utilizing products like Journey Analysis, Heatmaps, and Session Replay to uncover the sources of friction.

By implementing Contentsquare, the team pinpointed specific navigation issues and redesigned key elements like the mega menu, keeping users on-site. Leveraging Data Connect to export behavioral data into their data warehouse further unified their analytics. Contentsquare helped Schneider Electric significantly reduce customer support calls related to product information, improve their Net Sentiment Score, and increase company-wide adoption of digital analytics tools through more efficient, data-driven decision making.

Schneider Electric