Learn how ZALORA’s digital transformation of customer support operations have tremendously helped them in a short span of time to achieve higher customer satisfaction scores.
With millions of app users using multiple languages and with a presence across multiple geographies, ZALORA was exploring a multipurpose solution that would simplify their online support operations and promotions, while working within the limitations of the same workforce bandwidth.
With the addition of the ZALORA bot, visitors are having delightful shopping experiences. Operations have been automated to a large extent and shoppers can now track orders, returns and refunds, make exchanges through an Information Center. The automation implementation led to delivering higher customer satisfaction scores for ZALORA.
The ZALORA bot can converse in Bahasa Indonesia, English, and Mandarin languages, with customers from different parts of the world. ZALORA plans to deploy chatbots in many more languages soon.
Present across the ZALORA website and mobile app, the bot can address customer queries and issues directly without human intervention, thus leading to immense savings in man hours.
Savings in man hours per quarter
New users served over a year
Conversation sessions powered
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