Epiphany Inc., San Mateo, CA, a CRM solutions provider, said yesterday that GSI Commerce, a developer and provider of e-commerce solutions, raised customer offer acceptance rates by 480 percent in one year by using Epiphany Interaction Advisor.
GSI Commerce also saw a four-month payback period on the solution with its initial investment. This translated into a 300 percent return on its investment in one year.
GSI Commerce enables retailers, manufacturers, entertainment companies and professional sports organizations to operate e-commerce businesses. The company operates all or part of the e-commerce businesses for about 45 partners.
Its e-commerce solution includes Web site design and development, e-commerce technology, managed hosting, order fulfillment, customer service, merchandising and order management, online merchandising, customer relationship management, content development and online marketing.
Epiphany Interaction Advisor is integrated with the GSI Commerce platform. The analytic solution delivers personalized, targeted offers to online shoppers through GSI Commerce's customer service center and through the Web stores the company operates on behalf of its partners.
Epiphany Interaction Advisor combines business rules and real-time analytics to deliver the most relevant offer to a customer during an inbound interaction. GSI Commerce uses the solution to extend 4 million recommendations monthly online and 500,000 recommendations monthly in the customer service center.
Using Epiphany Interaction Advisor, GSI Commerce has generated:
· Call center offer acceptance rates as high as 20.3 percent.
· An average call center offer acceptance rate of 10.86 percent.
· Web click-through rates as high as 7.4 percent.
· An average Web click-through rate of 3 percent.