With banks and credit unions across the country adapting to the ‘new normal,’ Austin-based Q2’s mission to help them provide seamless digital banking experiences has never been more important.
Q2 powers online banking portals and mobile apps that bring hundreds of community financial institutions to digital parity with massive national banks. Historically, about 50% of bank customers visit digital banking applications. But during the crisis, that percentage has spiked, at times stressing the systems and requiring quick action and communication from the Q2 team.
Long a Pendo customer, Q2 turned to its Pendo dashboards to make sense of changes in usage and to launch an in-app messaging campaign. This helped banks adapt to swiftly changing circumstances and ensured Q2 could continue providing high-touch service to their customers.
Q2のプロダクトオーナーであるMichael Vasquez氏は、「私たちが気づいたことの一つは、お客様の顧客が銀行とのやり取りや関わり方について課題を抱えているということです」と語ります。「Pendoのようなプロダクトがあれば、銀行とやり取りする際の体験を案内することができます。私たちのお客様も、このような体験をずっと望んでいました。」
At first, the jump in usage that caused an outage appeared to be a potential distributed denial of service attack. But, using Pendo’s analytics, Vasquez quickly diagnosed the true cause: a surge in users trying to log in—double the amount normally seen on a Monday.
Vasquez氏は、Q2の主要なウェブおよびモバイルアプリケーションにおける銀行や信用組合のログイン、読み込み、ランディングページの使用状況を調べることで、原因を特定することができました。アクティビティが増加したその月曜日は、政府の景気刺激策の小切手が数百万人のアメリカ人の銀行口座に振り込まれた日でもあったのです。誰もが自分の小切手が届いたかどうか知りたがっていました。
Q2の一部の人が懸念していたサイバー攻撃ではなく、口座保有者のアクティビティの集中だったのです。問題が特定されると、IT部門は最大の急増があった顧客に容量を追加して、Q2が繰り返し発生するインシデントを確実に吸収できるようにしました。
Covid-19 has forced many of the financial institutions that Q2 serves to accelerate their digital transformation initiatives—or for others, launch them from scratch. For many of their account holders, it represented their first digital banking experiences.
Early in the crisis, Pendo helped Q2 quickly communicate with banks in-app. Vasquez and his team deployed guides across Q2’s various apps, delivering information about virus-related changes and advice for financial institutions that found themselves suddenly navigating a new business landscape.
When businesses came to Q2’s customers seeking loans under the stimulus bill and were forced to carry out the whole process virtually, Vasquez and the Q2 team were able to use Pendo tooltip guides to walk users through digital loan applications, providing information about fields that many found confusing. What’s more, it was completed quickly — without requiring a line of code to be written.
Vasquez氏によると、Pendoのようなツールを使って、顧客が混乱やフラストレーションを感じるタスクやワークフローを特定し、その体験をガイドすることで、Q2の顧客のデジタルトランスフォーメーション（DX）が成功する確率が大幅に高まるといいます。
Q2 was able to adapt so quickly to the Covid-19 crisis thanks to a years-long investment in Pendo. The company originally brought the tool in for its analytics capabilities, vetting Pendo along with Mixpanel, Kissmetrics, Google Analytics, AppDynamics, and Heap. But Pendo’s retroactive analytics, the ability to use that data to segment and target users, and ease of designing guides without engineering help were the deciding factors in Q2’s selection.
Pendo’s in-app messaging and guidance capabilities made adding self-service support and onboarding new users with walkthroughs and tooltips simple for Vasquez’s team. In one case, a simple tooltip explaining the difference between a user’s “current balance” and their “available balance” was viewed 3,000 times and effectively eliminated one of the most commonly submitted support tickets.
「ツールチップを挿入する機能があり、それが10分から15分で済むことは、非常に重要でした」とVasquez氏は言います。
Now, Q2 is using Pendo to offer its customers the ability to see their own usage analytics for their instance of Q2 and deploy in-app messaging to their own customers in a white-labeled instance. Vasquez and his team plan to start rolling Pendo out in other Q2 products soon.
