Enhancing Audiologist Experience with WS Audiology

WS Audiology (WSA), a leading global provider of hearing technology, sought to enhance customer experience (CX) and user experience (UX), particularly across its e-commerce site and loyalty programs.

To achieve this, they needed to benchmark performance and identify high-impact areas for improvement.

SH/IFT partnered with WSA to do a Customer Experience (CX) analysis across key platforms, processes, and operations. In this process we identify key growth opportunities within their existing web data, focusing on enhancing their customer experience and driving online business growth.

Our analysis of their current e-commerce platforms, coupled with direct customer interviews and call center data analysis, revealed areas of opportunity in their shipping, tracking, and engagement tools.

We also uncovered a lack of user scoring and engagement measurement, hindering their ability to effectively analyze feedback and cultivate health care provider (HCP) loyalty and repeat online business.

This comprehensive evaluation of WSA’s digital ecosystem allowed us to pinpoint actionable areas for improvement within WSA’s online presence.