Case Study: LV= moves customers from browse to buy by fixing digital issues in under an hour with Acoustic Experience Analytics

Quickly fixing insurance’s issues to move people from browse to buy

LV=, a leading UK financial mutual, was losing sales and frustrating customers when website purchase attempts failed at submission, forcing users to re‑enter their details. To eliminate these re‑submits and improve digital experiences, LV= adopted Acoustic’s real‑time customer experience analytics—Acoustic Experience Analytics (Tealeaf)—to automatically surface and investigate technical issues across desktop and mobile channels.

Using Acoustic’s solution, LV= can replay individual journeys, trigger real‑time alerts and trace root causes so teams can fix faults in as little as an hour — for example they identified and resolved a server error that affected about 25% of digital customers within one hour. Acoustic’s analytics also drive an event‑bus workflow that routes failed payments to the contact center for proactive outreach, boosting conversions, protecting revenue, improving audit traceability and helping partners diagnose friction points.

LV=

Matthew Harris

Digital Analytics Manager