FRESHWORKS FUELS LEADING FASHION RETAILER ZALORA EXCEED CUSTOMER EXPECTATIONS

KUALA LUMPUR, Feb 23 (Bernama) -- 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 personalisation to its 50 million monthly online shoppers.

“Online commerce requires online support,” said Pradeep Rathinam, Chief Customer Officer, Freshworks, in a statement.

“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,” he said.

Zalora Director of Payments, Kannan Rajaratnam said: “Using Freshdesk, we have seen a significant reduction in abandoned carts, and we find 75 per cent of our customers become repeat shoppers.

“Prioritising chat support on instant messaging and social media helped increase loyalty with our ‘digital native’ customers.”

Using Freshdesk Omnichannel®, Zalora was able to streamline customer support activity from instant messaging to social media into one platform. With a unified view of customer interaction and transaction history across digital channels, agents can engage in more personalised conversations and increase customer retention.

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.

The Zalora sales organisation also started using Freshdesk which helped the deals desk team improve agility with a unified ticketing system.

Freshworks, Freshdesk, Freshservice and the associated logos are trademarks or registered trademarks of Freshworks Inc. Freshworks is headquartered in San Mateo, California.

For more information, visit www.freshworks.com.

-- BERNAMA