Background

As a leading Contact Center as a Service (CCaaS) platform, Thrio’s goal is to facilitate first-class customer experience on behalf of businesses, as well as reducing siloes and improving processes through market-leading technology.

As a growing tech company, destined to lead the highly competitive CCaaS market, Thrio’s digital presence was becoming increasingly important. It needed to represent the strength of the offering and the scale of the team’s ambitions.

Client

Thrio

Year

2022

Services

Reporting and Data

Customer Insight and Profiling

UX and UI

UX Research

Copywriting

Campaign Strategy and Planning

Digital Design

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Website

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Challenge

Thrio was entering a new phase of growth – scaling and diversifying its customer base. Marketing to date had been based on word of mouth and strength of the product. And the previous Thrio website did not meet their needs as a growing business.

Once we had crafted a new identity and tone of voice for Thrio, it was time to build a new website – one that would provide a future-proof long-term solution and bring their brand to life.

We gathered insight through qualitative workshops, presentations, and meetings, as well as quantitative interviews and surveys with Thrio's stakeholders. This allowed us to create customer personas which informed the website planning decisions.

The main objective was to research and assess the current website, including stakeholder attitudes and user behaviour to define a suitable design for the website which reflected their mission statement. But the website wouldn’t build itself.

Solution

A strategic approach to the website with a good understanding of the audience allowed our digital team to design a well-informed user experience and optimised architecture.

The website was built in WordPress, due to the client's requirements. For Thrio, using a stable and well-known platform – with access to versatile, flexible templates and a library of plugins that seamlessly integrate with third-party systems – made perfect sense.

Our priority throughout the website build was to identify and simplify user journeys, enabling customers and prospects to find information seamlessly. Equally, it was essential to direct enquires through to Thrio's sales team instantly.

From a copy perspective, it was important to ensure all audiences could access and understand all the information they needed to make important buying decisions – from the top-level brand messaging and product USPs to the more in-depth technologies and features. The copy team also played an important role in designing a logical and appealing user experience.

Thanks to sleek branding and digital design, improved user journeys, and new content that was both highly relevant and engaging, the website was completely transformed. Once the site was complete, our creative team was well-positioned to help promote it through regular digital campaigns and a quarterly content strategy.

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