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.
Abusive buyers automatically suspended
Reduction in seller detractors
More revenue to small businesses on the platform
The firm's is derived from the statistical terms "Mu" and "Sigma," which symbolize a
probability distribution's mean and standard deviation, respectively.