Case Study: a global tier 1 bank boosts digital conversion and resolves customer issues faster with Glassbox

Global Tier 1 Bank - Customer Case Study

The customer, a global tier 1 bank, was facing significant challenges with its online account opening process, including low conversion rates and unresolved technical issues that were causing customer frustration and defections. Despite using sophisticated web analytics, the bank's team could not identify the root causes of these problems. They turned to Glassbox for its digital behavioral and customer experience analytics solution to gain much-needed visibility.

Glassbox provided the bank with the ability to record, replay, and analyze every customer journey. This solution enabled them to rapidly identify and fix critical issues, such as a login error affecting 4% of customers and a problem with non-English characters that was halting applications. The analysis time for such issues dropped from one week to just 10 minutes. Glassbox also uncovered new business opportunities, leading to a significant return on investment and a vastly improved digital customer experience.