Zalora is an exciting and very popular online ecommerce store with a presence in more than seven countries. Zalora has defined the market segment, spawning many competitors in each country as proof of their success.
As an all-online supplier, almost all of Zalora’s customer touch-points are digital in nature. These touch-points start from sign-up all the way out to following up on delivery.
On sign up, Zalora sends out an OTP to verify the customer’s mobile phone number. The OTP verification ensures that the number in question is correct for the following steps.
When the customer makes a purchase, Zalora sends out a delivery notification before the actual delivery. Zalora also provides a reply SMS mechanism to help customers reach back to customer support teams for anything at all.
When customers reply back to Zalora’s SMS, the SMS is inserted into the Zendesk customer support portal for further processing. This method ensures that all customer feedback / replies are dealt with effectively.
Zalora has been ranked as having one of the most customer friendly purchase and return processes. This results in Zalora being the fastest growing ecommerce site in the region.
Zalora uses Sent.ly Phone with an integration into their Zendesk customer support system. This allows them to both send SMS from their ecommerce backend as well as hold complete customer support conversations over SMS. This system works extremely well wherever customers do not have ready access to smart-phones and mobile internet.
Learn more about Zalora Phillippines: https://www.zalora.com.ph/