The CLiQQ app by 7-Eleven Philippines enables customers to earn loyalty points, pay bills, buy pre-paid minutes, redeem rewards, and transact cash-less at any branch nationwide. The App of the leading Philippine convenience retailer, CLiQQ boasts over half a million monthly active users. While 7-Eleven serves up SlurpeesTM️ and BigBite TM️ hot dogs, the CLiQQ app serves a user experience that is all about accessibility, loyalty and convenience.
As a company that aims for continuous optimization, the CLiQQ team regularly utilizes a collection of mobile SDKs to monitor reliability, conversions, and performance. The ePayment feature is a key component of the app. The feature affords users a cash-free way to complete in-store transactions. This is done by presenting an app generated barcode at the checkout register. The team noticed a disproportionally high ratio of payment barcodes generated in app against completed store transactions.
Conversion funnel drop-offs happen all the time, yet the exact reason as to why they happen is often unknown. It’s easy to assume that a crash might have been the culprit of the interrupted user journey. But how can one be certain?
By using Appsee's conversion funnel tracking (including drop-off user recordings), the CLiQQ team did not need to guess the cause. Appsee automatically flags individual funnel drop-offs and provides sessions recordings for each, which enabled the CLiQQ analytics team to identify why some generated barcodes never converted. The CLiQQ team discovered that users were encountering a host of non-fatal but noteworthy device, connectivity, and versioning issues.
This actionable finding allowed the CLiQQ team to make tangible changes to better provide a seamlessly convenient experience to the user. The result? A significant increase in conversion rate, retention, and satisfied customers.
Appsee provides our team with a unique way to diagnose those tricky non-fatal but critical obstacles preventing our users from conversion. They have been integral in helping us build a pleasantly convenient User Experience.