Case Study: Zalora Group achieves faster handling times and higher customer satisfaction with TalentLMS

Zalora - Customer Case Study

Zalora Group is Asia Pacific’s leading online fashion destination, part of the Global Fashion Group with over 2,000 employees across Southeast Asia, Hong Kong, Taiwan, Australia and New Zealand. The company struggled to track and measure Customer Service training and performance—unable to reliably monitor customer satisfaction, average handling time or course completion rates—and needed a cloud-based, easy-to-use LMS with robust reporting.

Zalora piloted TalentLMS in late 2014 and rolled it out for three-week new-hire programs and weekly briefing assessments, using MCQ scoring and automated reports. The platform simplified training administration and analytics, helped reduce average handling time (example: 4.6 to 3.2 minutes), raised customer satisfaction (from 85% to 89% in a comparable week), and increased course completions (109 in 2015 to 170 in 2016), leading to adoption across Zalora SEA and The Iconic.

Zalora Group

Sabirah Sonia

Learning and Development Manager