Case Study: a leading financial services retailer boosts mobile conversions with Clicktale

Leading Financial Services Retailing Company - Customer Case Study

a leading financial services retailer was struggling with a 32% failure rate for customers trying to complete loan applications on its mobile website. They partnered with ClickTale, using its customer experience analytics platform featuring Attention Heatmaps and Session Replays, to identify the source of the user frustration.

ClickTale's analysis pinpointed that an error message was being triggered when a user's auto-complete feature added a space to a form field. After the retailer fixed this technical issue, they saw a 14% increase in overall mobile conversions. This included a 10% growth in short-term loan applications and an 18% rise in applications for installment loans, significantly improving the mobile customer experience.