14/09/2022
eBay Uses Brand Language Optimization to Drive Email Marketing Success ✉
In 2016, global e-commerce marketplace eBay began working with artificial intelligence-powered customer experience platform Phrasee to enhance its marketing copy, with a focus on email. The average brand can relatively easily optimize email marketing performance by A/B-testing a couple of different subject lines or CTAs and see which performs best, but for a company of eBay’s scale – with over 101 million email subscribers in the US, UK, and Germany alone – crafting impactful subject lines to drive open rates is a much more daunting task.
💻 To shift the creative burden away from its internal team, eBay turned to Phrasee, which uses natural language generation and deep learning to create a copy at scale while dynamically optimizing performance. Phrasee’s computational linguistics team built language models for eBay, allowing the e-commerce giant to generate custom copy tied to its brand tone, customer needs, and specific promotions.
Since teaming up with Phrasee, eBay has seen substantial improvements in its key email marketing metrics, including a 16% average open uplift, 700,000+ incremental opens per campaign, 56,000+ incremental clicks per campaign, and 31% average click uplift 🚀