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Stubhub Case Study Analysis Grading


Case Study: American Society of Association Executives (ASAE)

Discover how ASAE used ForeSee CX Measurement to optimize a massive website overhaul and re-launch.

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Case Study: The Alcohol and Tobacco Tax and Trade Bureau (TTB)

Discover how the Alcohol and Tobacco Tax and Trade Bureau (TTB), an organization under the United States Department of Treasury, worked with ForeSee to launch a successful website redesign and drive important KPIs.

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Case Study: Royal Canadian Mint

Discover how Royal Canadian Mint used ForeSee to uncover and resolve issues on their website, resulting in 22% sales growth.

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Case Study: Belk

Discover how Belk, a major department store with a rich heritage, used ForeSee CX Measurement to drive a 70% increase in revenue.

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Case Study: StubHub

Discover how StubHub, the world's largest ticket marketplace, used ForeSee to uncover that communication was their ticket to higher satisfaction with buyers.

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Case Study: DTE

Discover how DTE Energy, utility provider to three million consumers, worked with ForeSee to cut costs and improve customer satisfaction with continuous website improvements.

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Intro

StubHub pioneered a new way of buying and selling tickets to events, while always keeping the fan at the heart of the product experience. Today, from major concerts to shows at local independent venues to the Super Bowl, fans can always find tickets available on StubHub's website or app, even minutes before the event.

In a fast-moving market where speed is of the essence, the company is always looking for ways to accelerate transactions while never sacrificing trust and security.

Challenge

Although PayPal has a lot of fans on StubHub, the move to mobile presented serious obstacles.

StubHub's initial PayPal implementation didn't allow customers to add a new PayPal account through the mobile app, and it proved challenging to add this functionality after the fact.

“We've seen a huge shift of traffic to mobile and we needed an SDK that could deliver the best mobile experience,” says Marcus Shelksohn, StubHub's senior product manager of mobile apps.

“We wanted to reach PayPal's 157 million plus customers but we didn't want folks leaving our app to sign into PayPal every time.”

Solution

One Touch, included in Braintree's SDK, offers the fastest, most secure mobile checkout—and PayPal is fully integrated so anyone with the PayPal app can buy tickets on StubHub with a single tap. StubHub integrated the Braintree SDK with One Touch for iOS with plans to launch on Android soon. Throughout the integration, Braintree's support team was available to assist the team with technical and account questions.

The whole process was really straightforward. Braintree was really collaborative and flexible in terms of helping us build settings unique to StubHub into the integration.

Marcus Shelksohn, senior product manager of mobile apps at StubHub

Outcome

StubHub saw an immediate 50% increase in sales and transactions going through PayPal with One Touch on iOS.

Additionally, the dollars per transaction through PayPal is higher (+13%) with One Touch.

“The new SDK has received a huge welcome from our customers,” says Shelksohn. “When you want to go to a game or a concert or a show, you want the tickets now. And One Touch delivers.”

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