Acoustic Case Studies PayPal's Enhanced Customer Experience through Acoustic's Analytics Solution

Edit This Case Study Record

	PayPal's Enhanced Customer Experience through Acoustic's Analytics Solution Acoustic

PayPal's Enhanced Customer Experience through Acoustic's Analytics Solution

Acoustic

Technology Category	Platform as a Service (PaaS) - Application Development Platforms Sensors - Acoustic Sensors
Applicable Industries	Consumer Goods Finance & Insurance
Use Cases	Machine to Machine Payments Predictive Maintenance
Challenge	PayPal Holdings, Inc., a global digital payments platform, was facing a significant challenge in maintaining a positive and hassle-free customer experience. Despite having over 260 million active accounts, the company lacked visibility into customer experience issues. The challenge was to quickly and proactively identify and rectify user struggle issues. The company needed a solution that could provide insights into customer experiences, identify problems, and offer quick solutions. The goal was to ensure a simple, fast, and frictionless experience for each customer across every device, system, and channel. This was crucial as PayPal operates in over 200 markets worldwide and processes billions of transactions each year. Read More
About Customer	PayPal Holdings, Inc., headquartered in San Jose, California, was founded in 1998. It operates a global digital payments platform that allows consumers and merchants to send and receive money in more than 200 markets worldwide. In addition to its Payments Platform, the company also offers a variety of payment solutions, including its PayPal, PayPal Credit, Venmo, and Braintree products. As of December 2018, PayPal boasted 267 million active accounts, including 21 million active merchant accounts, and reported USD 15.45 billion in revenue. Read More
Solution	To address the challenge, PayPal deployed a customer experience analytics solution, Tealeaf by Acoustic. This solution provided the much-needed visibility into customer experience issues. It enabled PayPal to find, visualize, and define customer experience issues and correct struggles or obstacles quickly. The solution was instrumental in saving millions of dollars in conversions on a regular basis. The analytics solution provided proactive data analysis, faster customer experience KPIs, and saved time in fixing friction. With Acoustic, PayPal was able to gain insight into all transaction experiences to proactively identify and resolve issues, thereby boosting transactions per customer and quickly fixing online issues. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Application Development Platforms

Sensors - Acoustic Sensors

Applicable Industries

Consumer Goods

Finance & Insurance

Use Cases

Machine to Machine Payments

Predictive Maintenance

Challenge

PayPal Holdings, Inc., a global digital payments platform, was facing a significant challenge in maintaining a positive and hassle-free customer experience. Despite having over 260 million active accounts, the company lacked visibility into customer experience issues. The challenge was to quickly and proactively identify and rectify user struggle issues. The company needed a solution that could provide insights into customer experiences, identify problems, and offer quick solutions. The goal was to ensure a simple, fast, and frictionless experience for each customer across every device, system, and channel. This was crucial as PayPal operates in over 200 markets worldwide and processes billions of transactions each year.

About Customer

PayPal Holdings, Inc., headquartered in San Jose, California, was founded in 1998. It operates a global digital payments platform that allows consumers and merchants to send and receive money in more than 200 markets worldwide. In addition to its Payments Platform, the company also offers a variety of payment solutions, including its PayPal, PayPal Credit, Venmo, and Braintree products. As of December 2018, PayPal boasted 267 million active accounts, including 21 million active merchant accounts, and reported USD 15.45 billion in revenue.

Solution

To address the challenge, PayPal deployed a customer experience analytics solution, Tealeaf by Acoustic. This solution provided the much-needed visibility into customer experience issues. It enabled PayPal to find, visualize, and define customer experience issues and correct struggles or obstacles quickly. The solution was instrumental in saving millions of dollars in conversions on a regular basis. The analytics solution provided proactive data analysis, faster customer experience KPIs, and saved time in fixing friction. With Acoustic, PayPal was able to gain insight into all transaction experiences to proactively identify and resolve issues, thereby boosting transactions per customer and quickly fixing online issues.

Impact #1	The deployment of Acoustic's analytics solution resulted in significant operational improvements for PayPal. The company was able to proactively identify and resolve customer experience issues, thereby ensuring a positive and hassle-free experience for its users. The solution also enabled PayPal to visualize and define customer experience issues, allowing for quick and effective problem-solving. This proactive approach to customer experience management has helped PayPal maintain a simple, fast, and frictionless experience for each customer across every device, system, and channel. The solution has also been instrumental in boosting transactions per customer and quickly fixing online issues.

Impact #1

The deployment of Acoustic's analytics solution resulted in significant operational improvements for PayPal. The company was able to proactively identify and resolve customer experience issues, thereby ensuring a positive and hassle-free experience for its users. The solution also enabled PayPal to visualize and define customer experience issues, allowing for quick and effective problem-solving. This proactive approach to customer experience management has helped PayPal maintain a simple, fast, and frictionless experience for each customer across every device, system, and channel. The solution has also been instrumental in boosting transactions per customer and quickly fixing online issues.

Benefit #1	Boosted transactions per customer
Benefit #2	Saved millions of dollars in conversions regularly
Benefit #3	Faster customer experience KPIs

Benefit #1

Boosted transactions per customer

Benefit #2

Saved millions of dollars in conversions regularly

Benefit #3

Faster customer experience KPIs

Download PDF Version

Overview

PayPal's Enhanced Customer Experience through Acoustic's Analytics Solution

Operational Impact

Quantitative Benefit