This month’s

Customer Success Stories, from around the world

We are delighted to feature ZALORA this month, in our Limelight series, where we focus on customer success delivered by the best of Humans and AI together. As Asia’s leading online fashion destination, Zalora is rapidly growing and we are thrilled to ride this rocketship with them!

A tale of agility and growth

ZALORA is an e-commerce giant in Southeast Asia with a perpetually growing presence in the fashion, beauty and lifestyle space. Their strong focus on modern IT systems have helped them scale tremendously in a short span of time, now drawing over 50 million visitors every month.

With a customer-first policy, ZALORA is powered by a team of committed innovators, providing a seamless shopping experience across mobile, tablet, and desktop.

Customers can choose authentic products from over 3000 brands across categories, from apparel to home & living and everything in between.

Truly embracing digital transformation, ZALORA is the posterchild for Retail and eCommerce businesses in Southeast Asia and one of the most influential brands across the globe.

Digital Transformation in focus

In Q2 2021 alone, Zalora recorded
more than 3 Million app downloads and witnessed a 7-12% increase in the share of new customers by revenue, from varied geographies.

With the addition of the Zalora bot, shoppers are having delightful shopping experiences and the operations have been automated to a large extent. Today, their shoppers can track orders, process returns and refunds, make exchanges and do a lot more through the chat interface, resulting in higher customer satisfaction scores.


Transformative growth

Spearheading digital transformation by using Artificial Intelligence-based bots, Zalora has successfully engaged their massive customer base by partnering with yellow.ai

The Zalora bot supports 3 languages (and counting!) for customers in multiple regions including Indonesia, Singapore, Malaysia, Philippines and Hong Kong.

With hopes of going omni-channel, the Zalora bot is actively engaging with customers on their website and mobile app. This will soon transcend boundaries and be available on other channels like WhatsApp, Facebook and Instagram.

Major highlights

New users

More than 1.8 Million new users on the bot since Jan 2021

Customer engagement

Upwards of 3 Million conversation sessions since Jan 2021 with more than 99% bot accuracy

Deflection Rate

A stunningly high deflection rate of ~42% since Jan 2021


We are delighted to be associated with Zalora as they scale new heights and achieve greater reach every year. With their digitally transformed mindset, we have no doubt that meaningful customer engagement will be a cornerstone to their vastly expanding clientele.

Stay tuned for more posts from our Limelight series where we bring to centre-stage, global organizations from different industries, that are pushing boundaries and embracing technology to redefine excellence in their fields.

Team yellow.ai


Try out the intelligent Zalora chatbot

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