Case Study: IONOS achieves higher conversions and revenue with Genesys Cloud

Growing revenue with seamless, personalized journeys

IONOS, a global web hosting and cloud services provider, wanted to improve customer engagement across its websites in Germany, France, Spain, the UK, and the US. Using Genesys Cloud, specifically Genesys Cloud Predictive Engagement, the company moved away from generic chat pop-ups that were often ignored and instead aimed to deliver timely, personalized interactions based on visitor behavior.

With Genesys, IONOS implemented AI-driven chat interventions and tailored offers triggered by website activity such as scrolling and time spent on product pages. The results included a 10% increase in chat acceptance, a 68% improvement in conversion rate from 20% to 34%, and a 29% increase in revenue per visit. Genesys also helped reduce pop-up volume by 60%, cut chat contact handling by 15%, and lower support-type questions by 23%.

IONOS

Carolin Raezer

Head of Strategy and Innovation