PayPal 通过 Acoustic 的分析解决方案增强客户体验
技术
- 平台即服务 (PaaS) - 应用开发平台
- 传感器 - 声学传感器
适用行业
- 消费品
- 金融与保险
用例
- 机器间付款
- 预测性维护
关于客户
PayPal Holdings, Inc. 成立于 1998 年，总部位于加利福尼亚州圣何塞。该公司运营着一个全球数字支付平台，允许消费者和商家在全球 200 多个市场发送和接收资金。除了支付平台外，该公司还提供各种支付解决方案，包括 PayPal、PayPal Credit、Venmo 和 Braintree 产品。截至 2018 年 12 月，PayPal 拥有 2.67 亿个活跃账户，其中包括 2100 万个活跃商户账户，收入为 154.5 亿美元。
挑战
全球数字支付平台 PayPal Holdings, Inc. 在维持积极、无忧的客户体验方面面临着重大挑战。尽管拥有超过 2.6 亿活跃账户，但该公司缺乏对客户体验问题的洞察力。面临的挑战是快速、主动地识别和纠正用户遇到的问题。该公司需要一种能够深入了解客户体验、识别问题并提供快速解决方案的解决方案。目标是确保每个客户在每个设备、系统和渠道上获得简单、快速、无摩擦的体验。这一点至关重要，因为 PayPal 在全球 200 多个市场开展业务，每年处理数十亿笔交易。
解决方案
为了应对这一挑战，PayPal 部署了客户体验分析解决方案 Tealeaf by Acoustic。该解决方案提供了急需的客户体验问题可见性。它使 PayPal 能够发现、可视化和定义客户体验问题，并快速纠正困难或障碍。该解决方案有助于定期节省数百万美元的转换费用。该分析解决方案提供了主动的数据分析、更快的客户体验 KPI，并节省了修复摩擦的时间。借助 Acoustic，PayPal 能够深入了解所有交易体验，主动识别和解决问题，从而提高每位客户的交易量并快速解决在线问题。
运营影响
数量效益
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