Persona

“Anybody can buy a product, but the service that comes with that product is equally important.”

“With Persona’s UI, we can see all of an account’s inquiries, its history, and what’s failed or passed — all on one timeline. Having a one-stop shop to conduct reviews and take follow-up actions allows us to get them done as fast as possible without needing to borrow or use more business resources.”

“Now, we review very specific cases instead of a wider net we used to have to cast, because our previous vendors didn’t have all the different fraud flags available. With Persona, we can change the parameters as we see things that are more important to focus on — noting which situations are ‘hard nos’ and which need manual review.”

“We can assign agents a certain number of reviews, and we can use tags to put specific types of cases into a queue for specific agents to view. If a certain type of review should be handled by more junior team members and another should be handled by higher-level team members, we can assign the flow to go to each of those channels and ensure the appropriate team is doing the review.”

“We all like the way Cases is built and the way we can customize it”

“Having a one-stop shop to conduct reviews and take follow-up actions allows us to get them done as fast as possible without needing to borrow or use more business resources.”

“If we were doing it internally, we’d need to have 3-5 tabs open with different information to get the big picture, whereas with Persona’s UI, we can see all of an account’s inquiries, its history, and what’s failed or passed — all on one timeline”

“Building those tools internally is a lot more maintenance. We’re a growing company with a lot of priorities we’re constantly juggling.”

“Our old vendors would provide backend data, and we’d have to ingest that and do most of the reviews and actions within our own system, which required a lot of engineering effort on our side.”

“The amount of manual review we used to do was pretty high. As our shopper base has grown, we knew we had to figure out a more scalable solution”

“The last thing we want is for users to have to contact support or try again. Dynamic Flow allows us to get more granular with specific use cases and give enough direction to help good actors get through the verification process successfully without telling bad actors why they failed or opening us up to a bunch of potential fraud by loosening friction.”

“We try to do as much as we can on our own, but when it comes to big volumes and building out something very complex like an identity program, it made sense to go with a vendor”

“We see this as just the beginning,” Peter concludes. “Persona’s platform has already transformed the way we approach trust, and we’re excited to see how they’ll continue to evolve alongside us.”

“I think people understand that there is a need for this level of verification for trust in this day and age,”

“Persona’s platform has already transformed the way we approach trust, and we’re excited to see how they’ll continue to evolve alongside us.”

“Using Graph as an investigative tool provides network effects and a new level of insight,”

“It’s not just about confirming identity once,” says Peter. “It’s about layers of risk signals and understanding the user’s actions and risk profile over time.”

“One of the best aspects of this program is that we don’t have to store sensitive data. Instead, that information stays with Persona.”

“The process is easy — takes less than three minutes.”

“We were worried experts wouldn’t want to go through the process, but it turns out they were more open to it than we expected.”

“We wanted effective but simple and low-friction ways to make sure our experts are who they say they are,”

“You can monitor a user’s passive signals and track feedback closely, but if a person is not who they say they are, all of that is built on a foundation of sand.”

“Building a leading marketplace that is both open to new supply partners and carefully curated requires a sophisticated approach. With this comes an enhanced complexity and responsibility to our supply partners and customers alike — we want to get this right.”

“Persona significantly increased their productivity.”

“Before Persona, our operations were behind, which meant if a business wanted to start texting from their website, they might have to wait a while only to get rejected. With Persona, our submission is current — we can approve or reject users in under a day.”