Case Study: Zalora improves customer communications and boosts mobile engagement with Vonage SMS API

Zalora Scales Customer Communications Using the Vonage SMS API

Zalora, Asia Pacific’s leading online fashion destination, needed a more reliable way to send customer communications after thousands of SMS messages delivered through local aggregators were failing, hurting the mobile shopping experience. To support marketing, transaction updates, and delivery notifications, Zalora turned to Vonage and its SMS API.

Vonage implemented its SMS API to power reactivation campaigns, real-time event marketing, and operational alerts such as order confirmations and payment reminders. The result was consistently higher mobile user acquisition, increased traffic to Zalora’s eCommerce and mCommerce sites, and a lower customer contacts ratio per order, helping reduce customer service costs.

Zalora

Alice Teo

Customer Experience Manager