Freshworks powers Zalora
FRESHWORKS Inc., a leading software company empowering businesses to delight their customers and employees, has helped Southeast Asia’s leading fashion and lifestyle retailer Zalora increase 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,” said Kannan Rajaratnam, Payments at Zalora director.
Personalization is key to great customer experiences. Accenture found that 48 percent of customers who leave a brand do so because their experience was not tailored enough to their preferences.
Following a huge surge in online shoppers since the start of the pandemic, Zalora increased its range of products from apparel to work-fromhome 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.
Before Freshworks, Zalora was using 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.
“Online commerce requires online support,” said Pradeep Rathinam, Freshworks chief customer officer. “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.”