Case Study: Sennheiser boosts conversions, AOV (+40%) and CSAT (+14%) with iAdvize

When Customer Support Really Gets Started

Sennheiser, the family-owned audio pioneer founded in 1945, aimed to scale its Direct-to-Consumer business while preserving a premium, trustworthy customer experience. The company faced rising contact volumes, the need to simplify complex high-end products for shoppers, and the challenge of creating authentic brand conversations via messaging.

Working with iAdvize, Sennheiser made messaging the primary engagement channel, built a decentralized community of expert fans as product consultants, and used tailored engagement plus conversation-driven insights for product teams. The program delivered strong results: a 12% conversion rate, CSAT up +14% (86% overall), AOV +40%, NPS doubled, and over 4,700 conversations handled during the pilot period.

Sennheiser

René Herzig

Manager Global E-Commerce - Direct Sales