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REDUCING CUSTOMER PAIN BOOSTS BILLIONS

Users

9,000

Surveys collected per year

4 Million

Increase in transactional volume

$2 Billion

PayPal’s global CEM program is massive: the company monitors customer
experiences with all global service channels and transactions. And handling over
43 million customer contacts per year, PayPal’s service volume is large. Through
Medallia, PayPal solicits feedback in 27 different languages from service
transactions via IVR, phone, email and back office interactions. This feedback
is then delivered in real-time to the right service center Team Members to take
action. Now equipped with customized customer data, each of these 20+ service
centers and nearly 9,000 agents have the right information to drive improvement.
Clear, tailored actions have significantly boosted engagement with the CEM
platform.

Reducing pain points

In one year alone the team identified 20 such pain points — both on the merchant
and the consumer sides of the business. They then developed and tested and
rolled out solutions through A/B testing. With this approach, PayPal not only
measured substantial decreases in pain points and increases in satisfaction, but
has also quantified significant financial gains due to these improvements.

“Listening. Hearing. Responding: Our operations teams are tremendous internal
advocates for our customers. They identified a set of complex customer pain
points in multiple areas based on internal research and direct feedback from our
customers, and I’m happy to say that so far we’ve solved more than half of these
top issues. As a result… we’ve tracked 40 million fewer issues that customers
have experienced than last year,” says David Marcus, President, PayPal.

Complex segmentation

Medallia also helps PayPal deliver and improve differentiated customer
experiences—a priority for many large-scale CEM programs. PayPal segments its
customer across different axes, including merchants, consumers, and frequent
users. Based on these segments, PayPal routes customers to specific centers and
agents to deliver the right differentiated experience, and then monitors those
tailored experiences through Medallia. For example, frequent users are routed to
top service agents with the shortest wait time, to ensure they have only the
best experiences. Similarly, PayPal routes new customers to a new member queue,
in which agents spend more time educating those customers up front, helping
reduce repeat calls later on.

Medallia insights

Serving customers around the globe, PayPal wanted to better train its agents
according to different cultural expectations and perceptions. So, PayPal
partnered with Medallia’s Insights team to study the impact of culture on agent
satisfaction scores. Results from the key driver analysis were clear: customers
across all studied cultures value the same attributes in agent behavior, such as
clear communication or agent knowledge. What’s more—the top three attributes lie
within the agent’s control. Based on these insights, PayPal then developed
training guidelines and metrics for agents, to ensure they continually improve
in those areas.

Source: Case Study, Reducing Customer Pain Points Boosts Billions

“We’ve tracked 40 million fewer issues that customers have experienced than last
year."

David Marcus

President PayPal

 * Case Study: Reducing Customer Pain Points Boosts Billions

LEARN HOW MEDALLIA CAN WORK FOR YOUR BUSINESS

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