Over $1,000,000 saved
Online payment giant PayPal needed their customer experience to be frictionless on every device. With Experience Analytics, the company could visualize and address user pain points quickly, resulting in increased revenue, higher conversion rates and millions in savings.
For PayPal, the pressure was on to make sure every checkout experience was simple, frictionless and fast. Left unchecked, software or product bugs could wreak havoc on the shopping experience, frustrating customers enough that they gave up trying to buy the merchandise altogether.
Experience Analytics empowered PayPal to improve the bad checkout experiences, which decreased the number of user experience-related calls into the company’s customer contact centers, and led to millions of dollars in savings.
PayPal used Experience Analytics’ data insights to see precisely how a user triggered an error, which helped them isolate and resolve issues before they became widespread.
Experience Analytics provided an early warning system that enabled PayPal to proactively resolve issues or avoid them altogether. It also sent alerts when there were significant dips or spikes in visitor behaviors or key performance indicators, such as cart abandonment, conversion and value.
Finally, Experience Analytics helped PayPal shape decisions about product usability and design to understand how new features affected the customer experience.