Case Study: Lazada Group achieves a 31% increase in customer satisfaction with Zendesk Guide

Lazada Group - Customer Case Study

Lazada Group, the leading online shopping and selling destination in six Southeast Asian countries, needed to keep customer service moving as the business scaled across 1,600 agents in six call centers. With complex delivery tracking, frequent order questions, and many tickets tied to local logistics partners, the team needed a better way to manage support. Lazada Group used Zendesk Support.

With Zendesk Support, Lazada Group automated ticket handling, used analytics to identify dissatisfaction, and set up more than 400 triggers and 250 automations to speed responses and escalation. The company also raised customer satisfaction by 31%, with CSAT increasing from 61 to 80 since July 2013.

Lazada Group

Cedric Blum

Vice President of Customer Service