Case Study: Lazada Group achieves empowerment of 155,000 sellers and reduced support queries with Whatfix

How Lazada Group Empowers 155,000 Sellers Across 7 Countries with Whatfix

Lazada Group, Southeast Asia’s leading e-commerce marketplace with 155,000 sellers across seven countries, struggled with rising seller support queries and poor adoption of new platform features despite extensive training via Lazada University. As the Seller Center evolved, sellers — both new and existing — found it hard to adopt updates effectively, increasing contact ratios with partner support teams and slowing onboarding.

Lazada deployed Whatfix’s customizable, multilingual in-app walkthroughs, self-help widgets and analytics to provide step-by-step guidance, proactive feedback capture and real-time support. The implementation drove measurable results: 20+ million live walkthrough runs, 5.5 million interactions, 108,000 queries answered via self-help, a 55% first-attempt engagement rate for new sellers and a clear reduction in seller support contacts, accelerating adoption of new tools and features.

Lazada Group

Justin Ong Jia Hon

Senior Associate, Regional Seller Training