In 2022, Google Pay accounted for transactions worth Rs. 40 Lakh Crore and had 34% of the market. With a smooth consumer app, it was time to focus on the merchant app.
Keeping merchants on Google Pay
To increase adoption of their app, Google Pay’s competitors have large on-ground teams that help merchants onboard and resolve their queries. But not Google Pay. They needed to improve the merchant app to retain them without an on-ground team.
We improved the merchant app to retain existing merchants and onboard new ones
$226K saved in settlement costs
Merchants want instant (IMPS) payouts for every transaction, but this is expensive for Google Pay to process. Without causing drop off, we got merchants to switch from IMPS payouts to NEFT payouts.
This is some text inside of a div block.
28% increase in action completion
Merchants didn’t know how to increase their monthly revenue limit, edit their account details or request customer reviews. We introduced videos to help them activate features and discover new features easily.
30% less support calls
Ordering a physical QR code or turning on notifications is necessary for a merchant to receive payments via Google Pay. We redesigned the Settings page and introduced the Profile page for merchants to take these actions independently, without calling Support.
Levelling up for Indian merchants
On the consumer side, India is already Google Pay’s largest market globally. With improvements to the merchant app, Google Pay’s popularity among merchants is on the rise.
Coming Soon: Our work on 20+ features on Google Pay consumer app!
I’ve turned to Obvious at various points to speed up delivery. Working with them has been smooth and top-notch every time!