Case Study: Chalhoub Group boosts conversions and resolves digital errors with Quantum Metric

How Chalhoub Group boosted conversions by visualizing customer needs

Chalhoub Group, a retail organization with a wide portfolio of brands, needed a faster way to understand customer journeys and diagnose the digital issues affecting conversions. Using Quantum Metric’s digital analytics platform, including session replay and alerts, the team aimed to move from weeks-long troubleshooting to real-time visibility into customer experience problems.

With Quantum Metric, Chalhoub Group quickly identified and fixed checkout and design friction issues, including a backend payment error that was causing a 33% conversion drop and a hidden message issue that drove 44% of users to abandon conversion. Quantum Metric also exposed problems with Arabic translation and layout rendering, helping the company make targeted fixes that delivered almost immediate conversion increases and significantly reduced time to resolution.

Chalhoub Group

Sarah Evans

Head of eCommerce and Mobile Product