How Financial Institutions Can Master Multi-Session Journeys

Streamline Engagement and Boost Conversions with Cross-Platform, Privacy-First Insights

The Complexity of Multi-Session Journeys

Banks and financial institutions face unique challenges in understanding customer behavior.

Whether applying for a loan or opening a savings account, the digital customer journey often spans multiple sessions and platforms. With data privacy as a priority, financial organizations must rethink how they track and optimize conversions holistically.

Why it's challenging today:

• Masked data post-login
  Most actions require users to be logged in. To protect customer privacy, post-login screens are usually masked, rendering them useless for tracking engagement data.
• Multi-session, multi-platform conversions
  Customers often examine offers several times before making a decision. During this time they may go cold. Existing CX solutions focus on sessions rather than users, making it difficult to track customer behavior across multiple sessions and devices.
• Fragmented issue resolution
  Conversion issues often span various parts of a system, from frontend and backend to UX and usability, as well as technical and product areas. This fragmentation often requires the involvement of multiple teams and monitoring tools, complicating the resolution process.

Simplify & Streamline Customer Journey Insights

Imagine a customer starting a loan application on their mobile device, then switching to a desktop to complete it. Along the way, they face slow page loads, poor mobile navigation, and a form that won't submit. These struggles cause them to abandon the process. Glassbox helps you quickly identify both the users and their pain points, allowing you to retarget those who abandoned but also proactively optimize the experience for future users.

Step 1 - Deploy a Single Solution to Collect Both Technical and Engagement Data

Glassbox captures every interaction across devices in real-time, tracking technical issues as well as performance and usability struggles on both web and mobile. This data enables teams to:

• Identify technical bugs: Capture issues like failed form submissions.
• Monitor performance issues: Track slow load times on mobile.
• Detect usability struggles: Identify frustration points like dead clicks or navigation difficulties.

Step 2 - Optimize Conversion with Business Flows and Funnels

Leverage Business Flows and Ad-hoc Funnels to track and optimize your conversion processes effectively. Here's how:

• Business Flows: Gain deep insights into how long it takes users to complete critical tasks, like submitting an application form. Break down the process step-by-step to identify where users struggle most, allowing you to streamline and optimize the experience. Business flows offer flexibility by enabling you to define optional steps, allowing you to track complex, branching journeys that traditional funnels can't handle.
• Ad-hoc Funnels: Track both user-initiated actions and errors. Thanks to tagless data collection, ad-hoc funnels offer a retroactive view of user behavior, and are therefore a powerful tool for quickly identifying and quantifying customer experience (CX) issues, leading to faster resolution.

Step 3 - Track User Journeys over Multiple Sessions and Devices with User Timeline

Leverage User Timeline to see a lifetime view of an authenticated user's activities, regardless of which devices they were on and when.

• Track user behavior: Monitor how often a specific user logs in to your platform.
• Understand engagement: See which areas of your website or mobile app they interact with.
• Gauge interest: Identify which financial offers they are most interested in.
• Pinpoint the dead zone: Discover where users stall, lose interest, or abandon the process.

Step 4 - Retarget Abandoned Users Using Data Export

When someone abandons their application process midway, you can overcome the sales limbo by using Data Export to retarget them before they check out alternatives.

• Export data for analysis: Export filtered session data of users who abandoned their loan applications. By filtering sessions based on criteria like
  "users who reached the form page but didn't submit," you can create focused retargeting lists.
• Improve retargeting efforts: Re-engage users by exporting these lists to marketing automation systems, offering your customers personalized and contextual communication that entice them to complete their application.

Why Glassbox is the Best Fit for Financial Institutions

Security & Compliance

Glassbox is built with the highest security standards, ensuring compliance with GDPR, CCPA, and PCI DSS. The platform's automatic data masking and strong encryption protect sensitive information at every stage, enabling you to update PlI settings directly from the console without repackaging the SDK.

Selective masking allows you to omit sensitive information from recordings while still gathering actionable insights.

Reduce SDK Fatigue

Glassbox requires only one lightweight SDK to monitor customer behavior across your digital properties. No more juggling multiple SDKs or worrying about performance impacts-Glassbox streamlines the tracking process across mobile and web platforms, making it easier to get insights.

Proven Success with Leading Banks

Glassbox is trusted by 3 out of 5 of the world's largest banks. For example, one bank reported a 150% increase in conversion rates within their first quarter using Glassbox's unified data and journey tracking solutions. By identifying key friction points in the user journey, financial institutions can rapidly improve customer experiences and boost conversion rates.