Supporting Talkmobile’s growth with outstanding digital CX and UX

Talkmobile is a mobile virtual network operator on the Vodafone network, offering sim-only options and mobile phone plans at competitive prices. The brand’s core goal has always been to provide brilliant digital journeys and offer its customers a straightforward user experience, both through its website and contact centre team.

Inviqa has been part of this journey since 2014, providing strategic and technical support to Talkmobile to improve the digital customer experience and provide its customers with a seamless way to sign up to Talkmobile, manage their account, and purchase products through the brand’s website.

Talkmobile approached Inviqa in 2014 for help building its new website. We built the first iteration on Magento 1, set it live, and supported Talkmobile with ongoing maintenance and development over the ensuing years.

When the brand was repositioned into a no-frills, low-cost provider, targeting a Tech Neutral audience and launched into a nationwide real estate, we supported the repositioning and re-
optimised the website – still on Magento 1 - to deliver and optimise online sales.

In 2020, as Magento was nearing end of life, we worked with the Talkmobile team to identify a new ecommerce platform and migrated the website onto Adobe Commerce Cloud in just 5 short months, all whilst fully remote. This work included several customisations and the development of APIs to support several third-party integrations which allowed for processes like rapid ID checks, SIM provisioning and more.

Behind the scenes, Talkmobile completed a strategic review of its target audience, needs, and market positioning, resulting in an improved tone of voice and customer service principles. Over the next couple of years, as its profile and popularity continued to grow, thanks to the focus on two key product lines and dedication to customer service, we continued to work with the brand on a revolving roadmap of improvement. This included enabling the ability to add new revenue streams – like the ability to upgrade handsets and links to third parties - to the site and designing and building the MyAccount native app.

Website refresh & design system

We recently completed a website redesign to reflect the organisation's strategic review from 2020. While primarily a look and feel refresh, we also took this opportunity to make UX improvements (where they didn’t impact regulatory requirements) to ensure that the site is able to deliver an optimal digital customer experience.

To complement the redesign, we also built a new design system that could be applied across Talkmobile’s various channels and a new drag-and-drop page builder, making it easier for the Talkmobile team to quickly build new product pages, significantly improving and simplifying this process.

While we can’t reveal what’s in store in the years to come, we know there are plenty more ways that Talkmobile will innovate and continue to deliver award-winning customer experiences—and we’ll be there to support them at every step of the journey.

The business has more than doubled in size in the 10 years we’ve been working with them, and the new platform delivered on Talkmobile’s growth ambitions with revenue up 45% in its most recent financial year.

Alongside being rated as a Which Recommended Provider for mobile services, Talkmobile has won several awards in the last 2 years (with our support – who said we had to be humble?), including:

• Overall event winner & winner of Best Customer Satisfaction Strategy award at the UK Customer Experience Awards, 2023 and the European Customer Experience Awards, 2024, 
• Winner of Customer Service Department of the Year at the Stevies Award for Sales & Customer Service, 2024
• Winner of the Best Contact Centre and Best Customer Satisfaction Strategy at the International Customer Experience Awards, 2024
• Transformation of the Year at the Excellence in Customer Service awards, 2024, and
• Best Customer Satisfaction Strategy at the UK Customer Satisfaction awards, 2025