How the Contentsquare-REO partnership improves customer experience and increases revenue

What does REO do?

REO is a U.K.-based agency that helps brands improve customer satisfaction and business growth through conversion rate optimization (CRO), experimentation, and digital analytics.

As a leading customer experience agency, REO specializes in developing user-first experimentation and CRO strategies for well-known brands like Samsung, Tesco, and Amazon.

Their goal is to boost customer satisfaction and drive revenue growth by offering clients expert user research, user experience (UX) design, strategy development, and CRO enablement services.

The agency's team of customer experience (CX) consultants also develops data and digital analytics strategies to uncover valuable customer insights and make impactful changes based on them.

REO is one of Contentsquare's solution partners. Through the Contentsquare-REO partnership, past and current REO clients have successfully:

• Developed an experimentation and CRO strategy to improve website performance

• Promoted inclusive, empathetic design thinking to create accessible experiences for all

• Transformed customer insights into functional, responsive designs that increased sales

The key benefits of the Contentsquare-REO partnership

REO uses Contentsquare's Experience Intelligence platform to understand what their clients' customers go through when interacting with a product or service.

Contentsquare's AI-powered all-in-one platform enables REO to gather detailed and contextual information about customer behavior, emotions, and intentions at every touchpoint in their journey. These insights allow the team to see things from the customer's perspective, understanding their goals, desires, and frustrations at different stages.

This partnership also gives REO strategic insights, helping them anticipate what their client's target audience might expect. REO helps their clients build empathy towards their own customers and make data-driven changes to enhance the customer experience in ways that truly delight.

Let's go over 4 ways REO uses Contentsquare's platform to walk in the shoes of their clients' customers.

1. Create detailed maps of the customer journey

Using Contentsquare's Journey Analysis capability, REO can identify pain points, moments of friction, and opportunities for improvement in the customer journey.

Contentsquare's Journey Analysis shows how customers interact with a website or app at each stage of their journey

2. Gain valuable insights into how customers behave

REO Digital uses Contentsquare's Heatmaps to see which elements customers engage with most, where they hesitate, and what actions they take—or don't take—based on different design elements to improve their client's sites.

Contentsquare's Heatmaps capability tracks every click, hover, and scroll on a page

3. Capture emotional responses to site elements

REO understands its customers' feelings (whether they're frustrated, satisfied, or indifferent) and why they feel that way by watching user sessions with Contentsquare's Session Replay capability. Knowing how customers behave and move through a site or app means being able to create more delightful experiences that resonate with target audiences.

Contentsquare's Session Replay helps you watch a video-like replay of any customer journey.

4. Boost conversions and customer satisfaction

The team at REO optimizes its clients' websites using insights from Contentsquare, helping to increase conversion rates, elevate overall client satisfaction, and strengthen customer loyalty.

Use cases

Here are 2 ways REO uses Contentsquare to gather useful insights about how customers behave, what they're feeling, and what they do (or intend to do) at every stage in their journey.

1. Page performance analysis

REO worked with TSB Bank to redesign its home and product pages. Their main goals were to make information on these pages more accessible to users and ultimately boost conversions.

REO used Contentsquare's Heatmaps capability to help diagnose and fix any issues on these pages.

Contentsquare's Heatmaps helped REO deeply understand customer friction points and identify areas where they struggled to find what they needed

Heatmaps visually represents how users interact with different elements on a webpage, allowing REO to identify which parts of TSB Bank's home and product pages drew the most attention, which elements encouraged clicks, and which content caused users to bounce.

The analysis revealed that 78% of TSB Bank's customers accessed the bank's products via mobile devices. This presented a UX and design challenge because mobile screens offer less space to display complex product information than desktop screens.

The existing layout of the product pages and the overall TSB bank's website also made it difficult for new and existing visitors to find the information they needed, negatively impacting performance and conversions.

Based on these insights, REO made strategic changes to the product pages.

They redesigned the layout to allow visitors to compare products more easily and view key benefits upfront. The team also ensured that the benefits of one product stood out clearly over others while maintaining a consistent and clear design.

2. User testing and A/B tests

After REO redesigns a website, the work doesn't end there. They continue to test and make adjustments based on real user feedback, helping to ensure that the site performs well and meets user expectations.

In the TSB Bank case, REO conducted user tests after redesigning the product pages. These tests involved real users interacting with the site, with REO observing their behavior with Contentsquare's Heatmaps.

Use Heatmaps to understand how changes to a page impact the way users interact with your site

Through these user tests, REO discovered some users were confused by certain design elements and parts of the website's copy. This confusion led to a poor user experience, potentially causing users to leave the site or not complete the desired actions. REO took this insight and made changes to the TSB Bank's website accordingly, ensuring the site looked good, functioned effectively, and provided an optimal user experience.

How to become a Contentsquare partner

REO is just one of over 100 trusted technology and service providers who make up our partner ecosystem.

We work closely with:

• Solutions partners,  who deliver strategy, design, implementation, consulting, and integration services leveraging Contentsquare

• Technology partners, who provide technology and products that integrate with Contentsquare to deliver an end-to-end customer experience (CX) solution

• Business partners , who act as trusted advisors and help to identify the best martech stack for the biggest brands

Partners are vital to our mission of bringing digital experience analytics to brands that will help them accelerate their digital goals. Think we could work together? You might be onto something.

This could be the start of a beautiful partnership. So get in touch.

FAQs about the Contentsquare-REO partnership