Enhancing the E-comm Seller Experience
In response to rising seller dissatisfaction and abusive buyer behavior, Mu Sigma implemented strategic solutions for a leading e-commerce platform, successfully mitigating these challenges.
We created a robust framework to define Bad Selling Experiences (BSE) by analyzing historical interactions between buyers and sellers. This framework established a global metric, applicable across diverse organizations, regularly monitored on a weekly basis to assess the impact of new initiatives.
In addition, a proactive framework was developed to automatically suspend abusive buyers on our platform, establishing heuristic-based rules to maintain a secure and positive environment.
Furthermore, we introduced a trust score metric derived from sellers’ transaction history. Sellers with high trust scores became eligible for refunds through a strategic “refund campaign,” enhancing the overall seller experience.
Business Impact
-
2000
Abusive buyers automatically suspended
-
10%
Reduction in seller detractors
-
$2M
More revenue to small businesses on the platform
Mu Sigma is the world's largest pure-play big data analytics and decision sciences company. Through our Art of Problem-Solving, we strive to scale and systematize better decision-making through business intelligence services. Mu Sigma works across the entire decision support ecosystem (data sciences, data engineering, and decision sciences) with Fortune 1000 companies worldwide, including 140+ Fortune 500 companies.
The firm's is derived from the statistical terms "Mu" and "Sigma," which symbolize a
probability distribution's mean and standard deviation, respectively.
