Case Studies

Personalize digital customer journey to drive site engagement and sales

Challenge

A major US tech company provides smart home devices to households and businesses. The company has a big customer base with a growing demand for its products. However, they recently has recorded an increasing trend in attrition among tenured customers The company needed rapid support from QubitNexus to build a proactive solution that will identify key risk factors and select customers for an outreach campaign to prevent attrition.

The Solutions

01

First, we connected distinct customer and product data into a unified 360-customer view. Data is updated real-time: Website visits, sequencing of site activity Impression data and site referrals Purchase data Profile data for onboarded customers

02

Then we applied machine learning algorithms to identify key drivers of purchase: Longer and more engaged site visits, frequent revisits Sequencing of online activity associated with product overview, build, and customization Very high change of product purchase for customer “in-market” based on offline propensity score + engaged site presence

03

Finally, we implemented a customer-level engagement score to track site activity that automatically identifies visitors with a high probability of product purchase. Based on sequencing of site activity, a personalized screen is triggered with additional product information and customization, and ultimately, an order form.

The Impact

We tested the attrition prevention policy over the course of a few months. We observed an annualized reduction in attrition of up to 10% among active customers. The attrition prevention policy is being continuously tested with a closed-loop measurement and updated through an iterative learning