Case Studies

We assisted a major e-commerce firm in expanding to the telesales channel. In order to make this economically viable, we developed a prospect response model that predicted the probability of phone conversion. This statistical model took into account the past behaviors of customers, including purchase patterns, inferred category interest, email open, click & other engagement behaviors, channel preference, and demographics such as age & geography. The expansion was a wild success, leading to a 150% increase in monthly sales.

Approach

• e-commerce client had large user base with past purchase information.
• Mega sale was being launched with special deals on a high-value product category.
• Outbound phone sales had previously not been profitable due to low overall response.
• We developed customer segments with differentiated response rates, based on engagement, spend levels, frequency of purchase, category preference, etc

Analysis

Results

• Identified 10% of the user base that had attractive response  characteristics.
• Launched outbound phone sales campaign on target population.
• Campaign was a significant success: increased total sales by 150%.