Case Study: Lazada Group increases customer satisfaction with Zendesk Support

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

Lazada Group, the leading online shopping and selling destination across six Southeast Asian countries, needed to support rapid growth while managing a high volume of customer inquiries tied to delivery tracking, cancellations, and service across multiple channels. With 1,600 agents in six call centers, the company needed a system that could help customer service teams keep up with 180,000 tickets per week and maintain consistent service quality.

Using Zendesk Support, Lazada Group automated ticket handling, added triggers and automations, and used analytics to identify service issues and route dissatisfied customers to follow-up teams. Zendesk Support helped Lazada raise customer satisfaction by 31%, with CSAT increasing from 61 to 80 since July 2013, while also simplifying workflows and helping teams handle email, voice, and chat more effectively.

Lazada Group

Cedric Blum

Vice President of Customer Service