Freshworks Inc. is helping Zalora improve agent response time and enhance personalization to its 50 million monthly online shoppers.
“Customers today are constantly online, on multiple devices. They expect instant gratification, which means our brand must be available 24/7 on all channels,” Kannan Rajaratnam, Director of Payments at Zalora said adding that personalization is key to great customer experiences.
Following a huge surge in online shoppers since the start of the pandemic, Zalora increased its range of products from apparel to work-from-home essentials and electronics, but needed a digital shopping and support experience to meet the demand.
Using Freshdesk Omnichannel, Zalora was able to streamline customer support activity from instant messaging to social media into one platform. Zalora previously used multiple systems and applications which led to data silos and slowed down support agents. With a unified view of customer interaction and transaction history across digital channels, agents can engage in more personalized conversations and increase customer retention.
“Using Freshdesk, we have seen a significant reduction in abandoned carts, and we find 75 percent of our customers become repeat shoppers. Prioritizing chat support on instant messaging and social media helped increase loyalty with our ‘digital native’ customers,” Rajaratnam pointed out.
Freshdesk also greatly improved Zalora’s ability to manage customer response during high-traffic events like Black Friday, Cyber Monday and 11-11. Instead of having to hire several hundred part-time agents for a month, each Zalora agent can now manage up to six customers simultaneously, creating a delightful experience for all. Customer satisfaction scores increased 5 percent every quarter since the implementation of Freshdesk.
The Zalora sales organization also started using Freshdesk which helped the deals desk team improve agility with a unified ticketing system
“Online commerce requires online support. When it comes to delivering an exceptional customer experience, Zalora is doing it right. We’re thrilled to see consumer retail companies like Zalora build lifelong customer relationships,” Pradeep Rathinam, Chief Customer Officer, Freshworks elaborated.
