Read how Urban Outfitters uses Appboy’s powerful send-time optimization feature, in order to determine individual high-engagement windows for each recipient and ensure that they receive outreach at times when they’re most likely to engage.

1. HOW URBAN OUTFITTERS REACHES CUSTOMERS WHEN THEY WANT TO BE REACHED

2. ABOUT
Urban Outfitters is a
leading youth-focused
retail brand offering
curated, memorable
clothes, books, vinyl,
housewares, and more
via its website and
mobile app, as well as
through its hundreds
of retail locations. By
leveraging technology
to provide a seamless
user experience on
mobile, desktop,
and in person, Urban
Outfitters makes it
possible for customers
to engage how they
want, when they want.
CATEGORY: Retail
PLATFORMS:
iOS and Android
BASED IN:
Philadelphia,
Pennsylvania
CHANNEL:
Push Notifications,
Email, In-App Messages,
News Feed Cards
COMMUNICATE MORE EFFECTIVELY
WITH CUSTOMERS BY DOING IT ON
THEIR SCHEDULE
OBJECTIVE
With 119 apps1
installed on the average
smartphone, it’s becoming harder and harder
for marketers to communicate effectively with
their mobile users, and for customers to stay
up on promotions, events, and other
information from their favorite brands.
SOLUTION
Schedule multichannel messaging campaigns
using Intelligent Delivery, Appboy’s powerful
send-time optimization feature, in order to
determine individual high-engagement
windows for each recipient and ensure that
they receive outreach at times when they’re
most likely to engage.
CASE STUDY:
SUPPORTING CUSTOMER
ENGAGEMENT WITH
INTUITIVE MESSAGING
ADDING VALUE FOR
URBAN OUTFITTERS
AND THEIR USERS
1
macstories.net

3. KEYS TO SUCCESS
AUDIENCE SEGMENTATION: To increase the likelihood that users interact with messages on
promotions, in-store events, and other information relevant to their interests, Urban Outfitters
leveraged Appboy’s support for advanced audience segmentation to directly target campaigns
to curated subsets of its full audience, based on user demographic and behavioral data.
MULTICHANNEL MESSAGING: To bolster the effectiveness of individual messaging channels,
such as push notifications, and to reach customers with the type of outreach that they prefer,
Urban Outfitters leveraged Appboy’s support for multichannel messaging to create coordinated
campaigns containing multiple messages across various channels.
INTELLIGENT DELIVERY: To reach users with messages at the ideal time, Urban Outfitters
used Appboy Intelligent Delivery to automatically calculate each recipient’s high-engagement
periods and ensure delivery of multichannel messages during the time that each user was most
likely to respond to each message type.
BRAND BENEFITS: By taking advantage of Appboy’s support for
audience segmentation and send-time optimization for multichannel
messaging campaigns, Urban Outfitters improved overall open rates
by more than 100% across messaging channels, boosted one-week
retention for male loyalty program members by 138%, and increased
engagement among users who had been inactive for three months
by 94%.
USER BENEFITS: Urban Outfitters customers who received
segmented multichannel messaging campaigns sent using Intelligent
Delivery were more likely to receive relevant outreach from the brand
at times that were convenient for them, adding value and reducing the
chances they received messages at unwanted times.
100%
INCREASE IN
MESSAGE OPEN
RATES ACROSS
CHANNELS
94%
INCREASE IN
ENGAGEMENT FOR
USERS INACTIVE
FOR THREE MONTHS
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