![]() “PayPal never shares your payment information with any merchant. PayPal equips merchants with capabilities that are built on that aggregate data but, importantly, without ever revealing actual user data to them, says Shivananda, underscoring the company’s commitment to customer consent and security. “We went from two to 12 to now 277 million.” The more nuance detected about an individual, the more nuanced their experience. “We started to segment them and go: In merchant, there is a large-enterprise merchant and a casual seller and everything in between,” says Shivananda. But granular customer data allows PayPal to move away from this either/or and toward a more tailored approach. “So how do you treat every single person as an individual in the context they're in and give them the best experience possible?”Īt its most basic, PayPal has two sets of customers - everyday consumers and the merchants that sell to them. PayPal’s core mission comes down to this: “We want to make sure that managing and moving money is very simple for anyone in the world,” says Shivananda. And what One Touch allows you to do is to say, ‘As long as you've authenticated on PayPal, based on various heuristics about you - the machine you're coming from, the location you're coming from, the merchants you generally shop on - you don't have to sign in.” “Over the last few years, we worked on a feature called One Touch. “There used to be a time when, on every single checkout, you were signing in again and again,” says Shivananda. Data closes the loop between speed and safety: Within a two-second transaction, PayPal will conduct hundreds or even thousands of risk checks. This data is used to verify customer identities implicitly, so they don’t need to identify themselves explicitly every time they transact, giving users the promise of security while shaving valuable seconds off of purchase time. PayPal processes approximately 27 million transactions a day, collecting reams of data about its customers’ spending patterns, behavior, location and more. But for PayPal, customer satisfaction hinges on its ability to provide both - and that balancing act is made possible by a deep understanding of the individuals using its platform.
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