Zalora Turns To Freshworks To Deliver Better CX


Fashion and lifestyle online retailer Zalora is leveraging Freshworks’ solution to respond faster and exceed its customers’ expectations.

Zalora initially used multiple systems and applications for customer support activities, which led to data silos that hindered its customer service agents from promptly delivering help.

With Freshdesk Omnichannel, its agents can get a unified view of customer interaction and transaction history across digital channels, empowering them to engage in more personalized conversations that help increase customer retention.

“Using Freshdesk, we have seen a significant reduction in abandoned carts and that 75% of our customers became repeat shoppers. Prioritising chat support on instant messaging and social media helped increase loyalty with our ‘digital native’ customers,” says Kannan Rajaratnam, director of Payments at Zalora.

Freshdesk also enables Zalora to better manage customer response during high-traffic events like Black Friday, Cyber Monday and 11-11.

Instead of hiring several hundred part-time agents for a month, each Zalora agent can now manage up to six customers simultaneously. Customer satisfaction scores increased 5% every quarter since the implementation of Freshdesk.

Additionally, Freshdesk provides a unified ticketing system, which helps Zalora’s deals desk team be more agile.

“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,” says Pradeep Rathinam, Chief Customer Officer of Freshworks.