PayPal
Overview
Learn about Acoustic's multimillion dollar impact on PayPal, how the company boosted transactions per customer, and was able to quickly fix online issues
Challenges
PayPal Holdings, Inc. boasts more than 260 million active accounts but lacked visibility into their customer experience issues. How can it quickly and proactively find and fix user struggle issues and ensure each customer experience is positive and hassle-free?
Solution
The company deployed a customer experience analytics solution–Tealeaf by Acoustic–to gain the visibility it needed to find, visualize, and define customer experience issues and correct struggles or obstacles quickly. Millions of dollars in conversions are saved on a regular basis. PayPal operates a global digital payments platform that allows consumers and merchants to send and receive money in 200+ markets worldwide. PayPal processes billions of transactions globally each year and needs each customer experience to be simple, fast and frictionless across every device, system and channel.
Results
With Acoustic, PayPal was able to gain insight into all transaction experiences to proactively identify and resolve issues.
About
Headquartered in San Jose, California and founded in 1998, PayPal 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.
