Today we have a great webinar. Hey Chip, can you hear me? Awesome, so we have an interesting webinar today. We've got our Partner/Manager, Chip Van, from PayPal presenting the webinar. Chip will be talking about a new consumer check out experience that was rolled out this summer by PayPal. This new streamlined checkout experience is available for Miva Merchant’s like yourself and it will help you convert more site visitors to buyers through its ease-of-use.
At the end of this webinar, we’ll take any questions you had during the webinar. If you have any questions, you are familiar with that questions box by now. Please ask any and all questions in that questions box and we'll get around to your questions at the end of this webinar. If you need any help setting up PayPal, or if you have questions about PayPal integration with Miva, we’re here to help with that too. So without any further ado, please welcome Chip Van.
Alright, we’ll go ahead and get started. My name is Chip Van with PayPal. I work with Miva and I just want to share with you guys today some new functionality that we've been rolling out. Thanks for the introductions and I appreciate all your hard work to bring about the webinar and to solve a little technical glitch that we had this morning.
I’m going to talk a little bit about the PayPal products we have available to Miva Merchant’s. I’m going to talk specifically about PayPal Express Checkout and the new One Touch™ Checkout functionality that is now available to Miva merchant’s. So what we’ll do is we’ll go through the agenda. It's on the slide here. We'll give you a little overview of Express Checkout. We'll talk about the mobile landscape and trends and then we'll look at an overview of One Touch™; what it is, how customers opt in and also we’ll look at the checkout experience after somebody has opted into One Touch™. Then we'll also talk about the merchant benefits as well. At the end of the call, we’re going to have a Q&A session and we’ll give you guys an opportunity to type in your questions and we'll answer those questions for you. So feel free to type those in as they pop up and then we'll address them at the end of this session.
PayPal Express Checkout, a lot of people know this as the “little PayPal button” that you can use to pay. Having Express Checkout on your website is a great way to tap into the hundred and sixty-five million active consumer accounts that we have and we're continuing to grow that. Our goal is for the next of couple years is to actually double the number of PayPal accounts that we have.
what we see with PayPal and when we talked to our customers, they prefer to pay with PayPal, because it's easier to make a payment with PayPal than paying with credit card. Also, I think there's a concern about data security. With all the breaches that we see out there and some of the large retailers like Target who have been breached, I think Merchants are concerned about entering sensitive information like credit card data on merchant websites. So with Paypal they don't need to enter any sensitive information. They're just putting in their User ID, which is usually their email and their password and they can complete the checkout. So because it's so easy and because it's so secure, we do see a higher lift in conversion rates when people pay with PayPal vs. credit card, we see obviously lower cart abandonment and a better customer and check out experience.
There's a little bit more on the next slide on PayPal Express Checkout. As I said, we improve conversion rates. We also have seen that when you have PayPal offered on your website and we've done studies with major retailers, that we actually found we are generating incremental customers for them. We’re actually growing their customer base just by offering PayPal as a way to pay. One of the things we’re going to focus on today, is the increase sales on mobile devices. As you all know, there's been an explosion over the last few years and mobile ecommerce and PayPal is a great way to take advantage of that trend and make sure you're capturing those dollars that are being spent on mobile devices. The great thing about PayPal Express Checkout from Miva Merchant is, it's already integrated with Miva and there are no setup fees, no monthly fees, or anything like that. You only pay when a merchant uses PayPal to make a purchase on your website.
Alright, so now we’re going to go over what's going on in the world of mobile. So last year the smartphone penetration reached two-thirds of the population in the U.S. and when I say smartphones, I'm talking about something that you can use to actually go online and download apps and with all those smart phones we saw 52 billion dollars in mobile payments last year. That number is expected to almost triple over the next few years and we're seeing the mobile Commerce growth rate is skyrocketing. It’s three times the rate of traditional e-commerce today. We've heard from the merchants after holiday 2014, that they really noticed a lot of mobile traffic to their sites. So I think last year was the first for a lot of merchants. The first time that they really saw a significant increase in mobile traffic to their websites. I think what’s driving this is the larger screen mobile devices like the iPhone 6 and the Android devices that preceded it. I think it’s making it easier for people to have an all-in-one device that they used to access websites and to shop and as you all know I'm sure that Google made some changes. They announced them in Q1, where if merchants didn't have a mobile-friendly website, then Google was actually going to punish them in the search results. So for example, if somebody's using an iPhone to do a search and you have a website that's not mobile friendly, Google's going to push your search ranking down because it's not a mobile-friendly site. It's something that they're trying to do to improve their product. They're obviously concerned that as more people shift to mobile devices and Google is serving up high search rankings to sites that are not mobile friendly, they're going to end up becoming frustrated with Google as a search option. So they would move to competitors. The phrase was coined in Q1 that it was going to be mobilegeddon and we saw a lot of merchant activity moving towards making sure that they had responsive designs, adaptive designs, Miva has the ReadyThemes, so we saw a lot of movement towards mobile-friendly sites. I think that's obviously important. You want to make sure that you maintain your search rankings. You want to make sure that you're driving merchants to your site, but also you want to keep in mind what's happening when they try to make a purchase. We’ll talk about that a little bit on this next slide.
So we've been looking at mobile and we've been tracking what's happening with e-commerce. When people are using mobile devices to shop and what we see is that the majority of shopping experiences are now taking place on mobile devices. So that includes tablets, phones, etc. What we’re seeing is there's a real problem with completing the purchase. So even though we're seeing the majority of shopping experiences taking place, we’re only seeing 10 to 15% of purchases are made on those mobile devices. That indicates that there's either information-gathering that's happening on the mobile device, where they're looking at things that they want to buy and then they try to go through the the payment gauntlet and it's just too much on a mobile device and so then they shift to a laptop. Or maybe some people just browse around with their mobile device and then never even attempt to make a purchase so I think all of this underline said there is a problem with making purchases on mobile devices and you know when you think about the average credit card purchase requiring over 120 characters to be entered onto a smartphone, it's no wonder that we’re seeing the abandonment rates that we see and that only 10 to 15% of purchases are made on mobile devices. So it's going to become more and more important as we see mobile usage go up and Merchants be able to provide a mobile-friendly experience that's in to end notches you know getting high search results on Google, which is really important, but all the way through to enabling consumers to make purchase easily on your website.
So a little bit about what we do today with mobile. PayPal Express Checkout is a great way to facilitate mobile payment on your website. We do see increased rates of conversion and actually in studies we've done with retailers, a lot of those mobile users that are coming to your site, they are incremental, they are a new users and they’re new customers. So they're really important as you think about growing your top line revenue. So we're not going to just leave it there with what we do today. We're actually looking to improve the experience and that's why we rolled out PayPal One Touch™. I was in Austin last week and I had an opportunity to talk a little bit about One Touch™ and it was interesting, when I asked the audience how many people have heard of it, in between 5% and 10% raise their hand. So there's kind of a low awareness of this role out. I think it’s a good thing that you're joining this webinar so that you understand what PayPal's doing and you understand how it benefits you as a Miva merchant.
So One Touch™ is not a new product. It's basically a new experience. So what we did was we worked with our Risk Management Underwriting Teams and we've determined that we can offer One Touch™ Check Out to our customers on an opt-in basis. So we'll get into it a little bit more in a minute on the subsequent slides, but basically what it does is it allows a customer on a smartphone to choose an item and check out with One Touch™, or if they're on the laptop it's one click functionality. We're excited about this, because up until this point, you really only saw this type of purchase behavior or purchase functionality from large enterprises. So now we're bringing this functionality down to small businesses and we think it's really going to level the playing field and help you to provide enterprise level check out functionality.
Here's a little bit more on One Touch™. It's One Touch™ payment. The customer doesn't have to enter shipping or any type of financial information and the PayPal customer will stay logged in for future transactions and so it's more secure because there's no sensitive information being shared and we support this across desktops, laptops, Apple and Android devices. So pretty much, any device that you can imagine will be supporting the One Touch™ customer experience. Here’s how it works... Our PayPal customers have to opt-in to One Touch™. So let's say somebody's making a purchase on your website using PayPal. Our PayPal customers are presented with the option to stay logged in. So you can see that big green arrow there, it's pointing to the box. It says “Stay logged in for faster purchases.” Now PayPal customers can stay logged in for up to 6 months. They can also go into their account, login and they can adjust how long they stay logged in. So if you’re at the local library using their computer, you probably don't want to opt into One Touch™. This is something where you really need to do it on a device or computer that you control for your security. For the next slide we show the customer is opting in. So they check the box to stay logged in. And if they click on the question to the right of stay logged in it will pop up this little box that basically explains how it works. It'll stay logged in for faster purchases. They can speed through checkout and then it address is any kind of security concerns. We have on average three funding sources in a PayPal wallet. So for example, if somebody wants to change their primary funding source from a credit card to a debit card, they would have to log in that scenario. But if they're just making a purchase and they're not making any changes to their PayPal wallet, they will speed through checkout.
So here on the next couple of slides we're showing kind of the before and after the customer opts in to One Touch™. So on the first one you say that they're going in and they're step one they're deciding that they want to pay with PayPal. Next they're logging into PayPal, they're confirming and slides 3 and 4 and on the next line the next check out the same device they can skip that login step. So something important to share with you, this is how it works. When you opt in using an iPad, let's say you're paying with PayPal and you opt in to stay logged in using that iPad, the next time you use that iPad to make a purchase you will skip the login step. If you log in using your tablet and then you decide to use PayPal on on an iPhone, you will have to opt-in on that device. So each opt in is tied to a specific device. For mobile devices, we're tying to that device ID and for desktops and laptops were using cookie technology. So if you clear your cookies after you opt in, then you're not going to stay logged into PayPal. You will have to login every time.
So a little bit on the merchant benefits. The first and most important, it is available to all Miva merchants who have Express Checkout or PayPal Pro. So if you have PayPal Standard, you're going to need to switch to Express Checkout for PayPal Pro. It allows you to tap into 165 million active and growing PayPal account base. You are being offered this today. When we offer One Touch™ opt in, we are seeing a 7% opt in every time we offer it. So this is a great way for you to have an end to end mobile friendly site, to enable easy check out for mobile devices. It will reduce your cart abandonment rate for mobile users and it will help to improve the checkout conversion rates as well. There's nothing that you need to do if you already have Express Checkout or Pro. You're good to go and you are supporting the One Touch™ experience. If you have PayPal Standard or if you don't have PayPal on your site, we can work with you to get that setup on your site. It's pretty simple to to do. I think as you’re going to that holiday 2015 shopping season, you're going to want to make sure that you have PayPal on your site so that you can make sure to capture as much of that mobile traffic as possible that comes to your site. So with that, we’ll turn it over to your questions.
Q&A
Q: Are there any code changes needed to support the new One Touch™?
A: No. If you have Express Checkout, or if you have a PayPal Pro, there are no code changes or upgrades that you need to do on your end.
Their stores, if they're using PayPal Express, then they're ready to go for PayPal One Touch™.
Q: How do PayPal users know what the “Stay Locked In” option means?
A: If they click on the question box, it'll explain that they can stay logged in. Basically it just says “Stay logged in for faster purchases, it allows you to speed through checkout” and then if you want you can find out more in your PayPal account when you login. We’ve seen 7% opt in based on that explanation.
Q: If I need help with integration, who should I contact?
A: Send an email to support@miva.com and they will forward it to me and I will get someone from our Sales Integration Team to help you.
Q: Someone is relating it to Amazon’s One-Click ordering if you’re familiar with that. Is it similar to it and if not, what makes it different?
A: It is similar to Amazon’s One-Click. When I was thinking of the Enterprise functionality, I was thinking of Amazon. So it is very similar to that.
Q: Can you have Express Checkout on the Cart page, not just Payments Pro on Checkout screen.
A: Yes, you can have just Checkout Express and it will support One-Touch.
Q: Someone uses PayPal in their Miva site, but they are not sure if they are using PayPal Pro.
A: Send an email to support@miva.com and they’ll get it to us so we can make sure our Sales Integration person contacts you.
Q: We have Express Checkout enabled. Some of our customers have problems with PayPal Credit or PayPal hanging up and not loading. What can we tell them?
A: Sounds like maybe your module is not configured properly. Please send an email to support@miva.com with PayPal One Touch™ in the subject line and we’ll have someone contact you to look at how everything is set up.
Q: They have PayPal Payments Pro with MMUI running on Miva Merchant 9. The payment options do not come up until after the customer enters their address, etc. Where would a One Touch™ button go?
A: The PayPal Pro includes Visa, MC, Amex, Discover processing and then it also includes PayPal Credit and PayPal Express Checkout. PayPal One Touch™ applies only to PayPal Express Checkout when a customer is using that. So, if you have PayPal Pro and someone wants to pay via credit card, One Touch™ is not going to apply to that. If they are using PayPal Credit, One Touch™ won’t apply to that as well. It applies to when the customer is using Express Checkout for when they make a purchase on your web site. So there’s no upgrade, there’s no additional integration that needs to be done.
Also: MMUI is an older table based template solution that Miva Merchant employed since back in Miva Merchant 5.0, so I’m not sure if we’ve upgraded the MMUI Template code to dynamically handle PayPal One Touch™ in that way. So I’m not sure you’re going to be able to get the advantage of PayPal One Touch™ on MMUI. You can follow up with our leads in Tech Support and check on that.
Q: Are customers shown a “Ship To” Address option?
A: The way One Touch™ is supposed to work is we are passing the address to the merchant and if you need to edit it, I think you can, but the standard use case is, “I haven’t moved, I just opted in, and I’ll just click One Touch™ and I’m done.” If there are shipping changes there is a use case for that.
Q: Does PayPal One Touch™ work best with Miva’s new Mobile ReadyThemes, is that correct?
A: The mobile ReadyThemes is a great way to make your site mobile friendly. It’s a responsive approach to the web design of your store and PayPal One Touch™ is ideal for the mobile experience.
Q: Should I wait until I switch from MMUI to CSSUI?
A: I think there would be less backtracking and less work to make sure that all your eggs are in the correct basket. I don’t know what your timeframe is for migrating from MMUI to CSSUI, but I would say get that situated first.
If you’re interested in adding PayPal to your site, please send an email to support@miva.com and we’ll be in touch with you to help you get setup on PayPal.