Case Study: MediaMarkt achieves 47% conversion rate and 93% customer satisfaction with giosg

How MediaMarkt improved their omnichannel customer experience and boosted their bottom line

MediaMarkt, Europe’s largest consumer‑electronics retailer, faced the challenge of engaging highly digitized, well‑informed shoppers across the entire purchase journey rather than only at checkout. To increase online conversion, boost live engagement and NPS, and differentiate from competitors, MediaMarkt deployed giosg’s Conversational Marketing platform to connect website visitors directly with in‑store sales experts and create a true omnichannel, face‑to‑face online experience.

giosg’s solution was embedded on product pages (home appliances, TV/electronics) to enable one‑click connections that start phone calls with agents who can co‑browse and show products via live video. By reusing in‑store expertise online, MediaMarkt handled over 5,000 online leads, achieved an average conversion rate of 47%, and reached 93% customer satisfaction for one‑to‑one sessions — all with a single agent driving one‑to‑one sessions — demonstrating clear uplift in engagement and sales thanks to giosg.

MediaMarkt

Andy Muñoz Quiros

Ecommerce Director