Case Study: Wholesale Retail Club improves mobile app login and reduces contact center calls with Glassbox

Wholesale Retail Club reduces contact center deflection by 50% with Glassbox

Wholesale Retail Club, an international membership-based warehouse club, was facing a challenge with spiking contact center calls related to mobile app login issues. This was negatively impacting the customer journey and conversions. They partnered with Glassbox to identify the underlying UX problem causing this customer struggle.

Using Glassbox's tagless capturing and retroactive analytics for native mobile apps, the CX team identified and resolved the issue. Glassbox's solution enabled the team to recommend a UX change that shifted focus to a self-service password reset. This reduced login-related contact center deflections by 90% and saved $1M in at-risk revenue.