Product Manager, Reteno
November 18, 2021
Increase in VIP customers
As online businesses grow and expand their services, they often struggle to maintain high customer satisfaction levels. A sudden influx of new customers may cause order fulfillment delays and the churn rate eventually goes up.
The team behind RetouchMe, a mobile photo editing app with more than 1 million downloads, was looking for a way to optimize their workflow and increase the average LTV.
Rather than trying to retain every new customer, a potential solution would be to direct more effort to promoting customer loyalty for high-value customers.
The Reteno Data Science team is creating custom AI solutions to help our clients meet their business needs. Among them, a solution that helps online businesses identify potential VIP customers as early as possible, prioritize their orders, and focus on delivering the best-quality service to these customers.
RetouchMe, a mobile photo retouch app, entered the market in 2014 and quickly gained popularity. People loved the service because they got their photos edited within less than 15 minutes by a team of photo retouching professionals.
In 2017, the number of users started growing fast. That said, 50% of the company’s revenue was coming from only 2% of the customers. The influx of orders increased the designers’ workload, which caused delays in order fulfillment and undermined the quality of the service. The company started losing customers and was looking for a way to optimize their daily workflow processes for better customer loyalty and higher LTV.
The Reteno Data Science team has developed a new customer experience strategy and a custom AI solution for RetouchMe. These solutions are aimed at maximizing the number of customers in the VIP segment and increasing their lifetime value.
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