Case Study: Total Gym achieves 2.5x mobile conversions with Nuance Communications' mobile chat solution

Mobile engagement optimization for Total Gym

Total Gym, the star product of American Telecast, was seeing rapidly growing smartphone and tablet traffic and needed to optimize its online customer engagement for mobile shoppers. Already partnered with Nuance Communications since 2009 for personalized live chat, Total Gym’s challenge was to adapt interactions to limited mobile real estate and mobile users’ casual, tap-first browsing behavior.

Nuance Communications implemented a customized mobile chat (transparent, minimizable window), added quick-reply tap options and deployed automated mobile product guides to guide early navigation. The results were significant: 2.5× more conversions versus a basic live chat, 71% faster response times, 5× more early-site interactions, a 12% lift in smartphone conversion, 39% of overall online orders coming from Nuance solutions and Nuance-assisted smartphone visitors converting 697% better than non-assisted visitors.

Total Gym