Case Studies Increase retention at scale with natural language generation

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	Increase retention at scale with natural language generation

Increase retention at scale with natural language generation

Technology Category	Analytics & Modeling - Machine Learning Analytics & Modeling - Natural Language Processing (NLP)
Applicable Industries	E-Commerce Software
Applicable Functions	Business Operation Sales & Marketing
Use Cases	Predictive Replenishment
Services	Software Design & Engineering Services System Integration
Challenge	The client, a major e-commerce company with over 70 businesses, faced significant challenges in providing personalized recommendations to their affiliate marketing clients. Despite having large amounts of campaign data, Account Managers struggled to collate and present this data in a digestible format, especially for 'self-service' clients who received little to no support from the client services team. This lack of personalized insights made it difficult for these clients to optimize their campaigns effectively, leading to lower engagement and retention rates. Read More
About Customer	The client is one of the largest e-commerce companies globally, encompassing over 70 businesses that span various sectors including retail, digital content, communications, and financial technology. With a reach that extends to nearly 1.3 billion members worldwide, the company aims to bring the joy of discovery to its vast user base. The company's affiliate marketing group plays a crucial role in helping online retailers generate sales and traffic by publishing marketing campaigns on external websites. This group services thousands of clients, making it essential to provide effective and personalized support to optimize their marketing efforts. Read More
Solution	To address these challenges, the e-commerce giant partnered with Narrative Science to implement its natural language generation (NLG) platform, Quill. This platform automates the creation of personalized performance reports for the affiliate marketing clients. These reports are now sent to advertisers more frequently and include detailed insights on how to optimize their campaigns. The insights cover top and bottom performers, partnership opportunities, and suggestions to increase click volume, conversions, and ultimately sales. The primary goals of this initiative are to increase retention rates, provide personalization at scale, enhance engagement with the Advertiser Dashboard tool, and improve the overall client experience. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Machine Learning

Analytics & Modeling - Natural Language Processing (NLP)

Applicable Industries

E-Commerce

Software

Applicable Functions

Business Operation

Sales & Marketing

Use Cases

Predictive Replenishment

Services

Software Design & Engineering Services

System Integration

Challenge

The client, a major e-commerce company with over 70 businesses, faced significant challenges in providing personalized recommendations to their affiliate marketing clients. Despite having large amounts of campaign data, Account Managers struggled to collate and present this data in a digestible format, especially for 'self-service' clients who received little to no support from the client services team. This lack of personalized insights made it difficult for these clients to optimize their campaigns effectively, leading to lower engagement and retention rates.

About Customer

The client is one of the largest e-commerce companies globally, encompassing over 70 businesses that span various sectors including retail, digital content, communications, and financial technology. With a reach that extends to nearly 1.3 billion members worldwide, the company aims to bring the joy of discovery to its vast user base. The company's affiliate marketing group plays a crucial role in helping online retailers generate sales and traffic by publishing marketing campaigns on external websites. This group services thousands of clients, making it essential to provide effective and personalized support to optimize their marketing efforts.

Solution

To address these challenges, the e-commerce giant partnered with Narrative Science to implement its natural language generation (NLG) platform, Quill. This platform automates the creation of personalized performance reports for the affiliate marketing clients. These reports are now sent to advertisers more frequently and include detailed insights on how to optimize their campaigns. The insights cover top and bottom performers, partnership opportunities, and suggestions to increase click volume, conversions, and ultimately sales. The primary goals of this initiative are to increase retention rates, provide personalization at scale, enhance engagement with the Advertiser Dashboard tool, and improve the overall client experience.

Impact #1	The implementation of Quill has led to more frequent and detailed performance reports being sent to advertisers, helping them optimize their campaigns more effectively.
Impact #2	The personalized insights provided by the NLG platform have increased engagement with the Advertiser Dashboard tool, making it a more valuable resource for clients.
Impact #3	The initiative has significantly enhanced the client experience by offering tailored recommendations and actionable insights, leading to higher satisfaction levels.

Impact #1

The implementation of Quill has led to more frequent and detailed performance reports being sent to advertisers, helping them optimize their campaigns more effectively.

Impact #2

The personalized insights provided by the NLG platform have increased engagement with the Advertiser Dashboard tool, making it a more valuable resource for clients.

Impact #3

The initiative has significantly enhanced the client experience by offering tailored recommendations and actionable insights, leading to higher satisfaction levels.

Benefit #1	$1.4M generated in revenue
Benefit #2	>$50k/year in time savings for internal account teams
Benefit #3	20% decrease in churn

Benefit #1

$1.4M generated in revenue

Benefit #2

>$50k/year in time savings for internal account teams

Benefit #3

20% decrease in churn

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Overview

Increase retention at scale with natural language generation

Operational Impact

Quantitative Benefit