Mobvoi.pdf

CASE STUDY

Mobvoi realizes 15% revenue boost by automating fraud management

“

Before Forter, too many customers failed to complete online
transactions because of credit card declines and manual
reviews. With Forter, we’re now processing and approving
transactions in real time and growing revenue by 15%.

- Michael Wang, Head of Online Sales

Product/Solution Used:
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Time To Implementation
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THE CHALLENGE

Mobvoi is a China-based AI and consumer
electronics company that sells smart products
like smart watches (such as TicWatch) and
smart earbuds in 137 countries. The company
implemented a rules-based approach to
address online fraud, but it was prone to false
positives. As a result, 10% of good customers

were flagged for manual review, which often
took the company more than 12 hours to
complete. Following a lengthy review process,
these customers were then asked to return to
the site to complete the transaction or enter a
different payment method, creating a poor
user experience.

THE SOLUTION

With new products in high demand,
Mobvoi needed to strike a balance between
processing legitimate customers quickly
and protecting the business from fraud. The
company realized that achieving these goals
required a real-time, automated, and scalable
approach to fraud prevention. Mobvoi needed

a fraud prevention solution that could
adapt to their requirements and protect the
business without compromising the customer
experience. With limited development
resources and a need to move fast to address
these challenges, Mobvoi sought a solution that
would be easy to implement and maintain.

THE RESULTS

Approvals

Approval rate
increase from
85% to 95%

Implementation
within weeks to
start capturing
revenue
immediately

Chargebacks

Chargeback
rate decrease
from 1.5% to 0.1%

Forter guarantees
all chargeback
liability

Manual Review

Elimination of all
manual reviews
saves Mobvoi time
and money
!

Customer service
team focus on
processing higher
volumes of
customer queries
more efficiently

“

We had one customer service team
member handling manual reviews.
He worked eight-hour shifts and spent
five hours of each shift reviewing
orders, sending emails to customers,
and replying to customer emails.
Thanks to Forter, we’ve eliminated
manual reviews, and now he focuses
solely on core customer service tasks.
!

About Forter

Forter is the leader in e-commerce fraud prevention, processing over
$200 billion in online commerce transactions and protecting over 750
million consumers globally from credit card fraud, account takeover,
identity theft, and more. The company’s identity-based fraud prevention
solution detects fraudulent activity in real time throughout all online
consumer experiences.