E-commerce technology has advanced in leaps and bounds with more and more retailers using AI and VR innovations to enhance their operations and customer experiences. And one of those companies is ZALORA, a premium fashion retailer in Southeast Asia with a perpetually growing presence in the fashion, beauty and lifestyle space.
In Q2 2021 alone, Zalora recorded more than 3 Million app downloads and witnessed a 7-12% increase in the share of new customers by revenue, from varied geographies.
Zalora wanted to improve its support operations while working within the limitations of its current workforce. So they turned to cutting-edge AI e-commerce technology to create the “Zalora Virtual Assistant.”
Asia’s largest online fashion store uses AI solutions for e-commerce to deliver hyper-personalized shopping experiences across all digital channels.
So the company looked to AI solutions for e-commerce with the launch of the Zalora bot or “Zalora Virtual Assistant”, for more automated solutions to their operations. With the addition of the bot, shoppers are now able to track orders, process returns and refunds, and make exchanges through an Information Center. The automation implementation led to delivering higher customer satisfaction scores for Zalora.
Given the scope of the company’s presence throughout Asia, the Zalora bot had to have the capabilities to be multilingual. Consequently, it can converse in Bahasa, English and Mandarin languages, with customers from different parts of the world.
It also offers excellent omnichannel support across the Zalora website and mobile app. The bot can address customer queries and issues directly without human intervention, thus leading to immense savings in man-hours.
“We are proud to serve a diverse set of customers from different lifestyles, and celebrate the individuality of every shopper. Personalisation is therefore a central part of our customer experience. We’re excited about the innovative capabilities of Virtual AI that will make online shopping more human-like for our customers. Zalora is committed to giving customers the best online shopping experience possible,” said Alessio Romeni, Chief Revenue Officer at ZALORA.
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