Case Study: Gusto reduces account recovery time and support cases with Prove

Gusto reduces account recovery time by 90% with Prove

Gusto, a people platform for small businesses providing payroll, benefits, and HR services, faced a significant challenge with its high-friction account recovery process. This process required customers to submit a photo ID and took approximately three minutes to complete, leading to a 44% drop-off rate and thousands of support cases. To address this and reinforce customer trust, Gusto partnered with identity verification vendor Prove.

By implementing Prove's identity verification solutions, Gusto replaced the manual photo ID step with a seamless, behind-the-scenes process that leverages longitudinal data. The solution from Prove made account recovery 90% faster, increased successful self-service log-ins by 45%, and reduced related support cases by 70%. Most importantly, Gusto observed zero account takeovers in Prove-verified sessions, strengthening security while dramatically improving the customer experience.

Gusto