Freshworks Powers Southeast Asia’s Leading Fashion Retailer, Zalora To Create Delightful Customer Experiences
February 22 2022 - 10:14PM
Freshworks Inc. (NASDAQ: FRSH), 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, Director of Payments at
Zalora.
Personalization is key to great customer
experiences. In fact, 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-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. 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.
“Using Freshdesk, we have seen a significant
reduction in abandoned carts, and we find 75 percent of our
customers become repeat shoppers,” said
Rajaratnam. “Prioritizing chat support on instant
messaging and social media helped increase loyalty with our
‘digital native’ customers.”
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,” said
Pradeep Rathinam, Chief Customer Officer,
Freshworks. “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.”
About Freshworks
Freshworks makes it fast and easy for businesses
to delight their customers and employees. We do this by taking a
fresh approach to building and delivering software that is
affordable, quick to implement, and designed for the end user.
Headquartered in San Mateo, California, Freshworks has a dedicated
team operating from 13 global offices to serve 50,000+ customers
including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna,
Multichoice, OfficeMax, TaylorMade and Vice Media. For more
information visit www.freshworks.com.
© 2022 Freshworks Inc. All rights reserved.
Freshworks, Freshdesk, Freshservice and the associated logos are
trademarks or registered trademarks of Freshworks Inc. All other
company, brand and product names may be trademarks or registered
trademarks of their respective companies.
About ZALORA Group
ZALORA is Asia’s online fashion and lifestyle
destination. Founded in 2012, the company has a presence in
Singapore, Indonesia, Malaysia & Brunei, the Philippines, Hong
Kong and Taiwan. ZALORA is part of Global Fashion Group, the
leading fashion and lifestyle online destination in growth markets.
ZALORA offers an extensive collection of top international and
local brands and products across apparel, shoes, accessories, and
beauty categories for men and women. Offering up to 30-day free
returns, speedy deliveries as fast as 3 hours in some markets, free
delivery over a certain spend, and multiple payment methods
including cash-on-delivery, ZALORA is the online shopping
destination with endless fashion possibilities.
About Global Fashion Group
Global Fashion Group is the leading fashion and lifestyle
destination in growth markets across LATAM, CIS, SEA and ANZ. From
our people, to our customers and partners, we exist to empower
everyone to express their true selves through fashion. Our four
e-commerce platforms: dafiti, lamoda, ZALORA and THE ICONIC connect
an assortment of international, local and own brands to more than
one billion consumers from diverse cultures and lifestyles. GFG’s
platforms provide seamless and inspiring customer experiences from
discovery to delivery, powered by art & science that is infused
with unparalleled local knowledge. Our vision is to be the #1
online destination for fashion & lifestyle in growth markets,
and we are committed to doing this responsibly by being people and
planet positive across everything we do.
For more information visit:
www.global-fashion-group.com
Media Contact:
pr@freshworks.com
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