Online and mobile user experiences improved with site analytics solution
Customer Company Size
Large Corporate
Country
- United States
Product
- IBM ExperienceOne
- IBM Tealeaf CX
- IBM Tealeaf CX Mobile
- IBM Tealeaf cxImpact
- IBM Tealeaf cxOverstat
- IBM Tealeaf cxView
Tech Stack
- Site Analytics
- Customer Experience Management
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
- Analytics & Modeling - Process Analytics
Applicable Industries
- Finance & Insurance
Applicable Functions
- Sales & Marketing
Services
- Data Science Services
About The Customer
Founded in 1851 as the New York and Mississippi Valley Printing Telegraph Co., Western Union Holdings, Inc. is a global money movement and payment services provider whose services are available through a worldwide network of approximately 510,000 agent locations in more than 200 countries and territories.
The Challenge
With an increasing number of financial service providers entering the market, Western Union needed to improve its digital user experience. The company sought to understand why customers sometimes abandoned the website before completing transactions and how to streamline the online experience to deliver better service.
The Solution
A customer experience management and site analytics solution helps Western Union capture, segment and visualize the customer journey on its online and mobile platforms. The solution identifies where customers struggle so that the company can isolate and improve areas of concern. Goal-based segmentation reveals which links lead to higher conversion rates so that the firm can redesign the interface to drive attention to more effective tools and offerings.
Operational Impact
Quantitative Benefit
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