Case Study: giffgaff achieves a frictionless checkout and 300% ROI with SessionCam

giffgaff - Customer Case Study

giffgaff, a mobile provider focused on creating a frictionless customer journey, needed to simplify and test a new single‑page, accordion‑style SIM activation and checkout flow while maintaining high conversion and UX across devices. To diagnose and prioritize issues they used SessionCam, leveraging its session replays, Customer Struggle score and integrations with Google Analytics and Optimizely to get contextual insights into real user behaviour.

SessionCam’s tools and integrations highlighted frustrated sessions and made it easy to replay user journeys, quickly revealing a tablet‑specific checkout bug that other tools couldn’t replicate. After fixing the issue giffgaff saw a 300% ROI within three months, and SessionCam consultancy work identified almost £500,000 of optimization gains, with ongoing support from SessionCam’s Customer Success team.

giffgaff

Riaz Ali

Optimization Manager