Case Study: PayPal achieves a $2B increase in transactional volume by reducing customer pain points with Medallia

Reducing Customer Pain Points Boosts Billions

PayPal, a leading online payments company, needed to keep experiences easy for customers but found its previous CEM solution—though able to handle volume—did not produce actionable insights or engage frontline agents. To build a results-oriented program that delivered clear, role-specific actions, PayPal partnered with Medallia to implement a best-in-class customer experience management (CEM) solution.

Medallia designed and deployed a global CEM program that captures feedback across IVR, phone, email and back-office interactions in 27 languages, delivers real-time insights to the right teams, and supports segmentation, A/B testing and targeted agent training. Using Medallia’s platform, PayPal identified and reduced 20 top pain points, raised customer service NPS by 8 points, and drove a $2 billion increase in transactional volume while enabling thousands of agents and 20+ service centers to act on feedback.

PayPal

David Marcus

President