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

With Zendesk Support, Lazada Group saw a 31% increase in customer satisfaction

Lazada Group, the leading e‑commerce marketplace across six Southeast Asian countries, handles massive customer demand with 1,600 agents and about 180,000 tickets per week across email, voice, chat, and phone. Their main challenges were fragmented regional logistics and a complex cancellation process that left customer service acting as the intermediary with local carriers, creating high ticket volumes and hurting satisfaction scores.

By deploying Zendesk Support alongside Chat, Guide and Talk, Lazada automated workflows (400+ triggers, 250 automations), daily on‑hold ticket checks, analytics and a SWAT follow‑up process for NPS detractors. The result: CSAT rose 31% (from 61 to 80), manual processes and escalations were reduced, training became faster, and teams gained clearer insight into root causes to continuously improve the customer experience.

Lazada Group

Cedric Blum

Vice President of Customer Service