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

Lazada Group - Customer Case Study

Lazada Group, the leading e-commerce marketplace across six Southeast Asian countries, needed to scale customer service to handle massive volume and fragmented regional logistics: 1,600 agents managing about 180,000 tickets per week and frequent delivery-tracking and order-cancellation issues. To meet these challenges they implemented Zendesk Talk (alongside Support, Chat and Guide) to unify multichannel support and streamline workflows.

Using Zendesk Talk’s Support analytics, automations and more than 400 triggers and 250 automations, Lazada automated ticket reopening/checks, routed poor CSAT and NPS detractors to a SWAT team, and eliminated many manual processes. The result was a measurable 31% increase in customer satisfaction (CSAT rose from 61 to 80), faster escalations, better merchant accountability, and clearer visibility into dissatisfied customers thanks to Zendesk Talk.

Lazada Group

Cedric Blum

Vice President of Customer Service