Case Study: Zalora improves customer care efficiency with XCALLY

ZALORA chooses XCALLY to deploy new customer care center operations

ZALORA, a leading online fashion and beauty retailer in South-East Asia, faced the challenge of optimizing its customer care operations at its center in Malaysia. The company turned to vendor XCALLY to implement a comprehensive contact center solution to manage these complex needs, including call routing and customer self-service.

XCALLY provided a solution featuring inbound multi-skill routing on Asterisk, a database-driven IVR, and an integration with the Zendesk ticketing system. The new IVR specifically allowed customers to get the status of their orders automatically. As a result, ZALORA reported a reduction in call volumes and gained better visibility into its operations through improved reporting tools. The management also praised XCALLY for its user-friendly interface, speed of deployment, and flexibility.

Zalora

Rostin Javadi

Malaysia Managing Director