Vonage Case Studies Zalora Enhances Customer Communications and Marketing Efficiency with Vonage SMS API

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	Zalora Enhances Customer Communications and Marketing Efficiency with Vonage SMS API Vonage

Zalora Enhances Customer Communications and Marketing Efficiency with Vonage SMS API

Vonage

Technology Category	Networks & Connectivity - NFC Robots - Wheeled Robots
Applicable Industries	Telecommunications Transportation
Applicable Functions	Procurement Sales & Marketing
Use Cases	Last Mile Delivery Time Sensitive Networking
Services	System Integration
Challenge	Zalora, a leading online fashion retailer in Asia Pacific, was facing a significant challenge in its customer communication and marketing efforts. With the rise of mobile eCommerce, Zalora recognized the need for an effective SMS solution to implement marketing campaigns and provide reliable transaction, order, and delivery updates to its customers. However, the company's initial solution of using local SMS aggregators proved to be ineffective. Thousands of Zalora's SMS messages were not being delivered, leading to a negative disruption in the mobile shopping experience of its customers. This issue was not only affecting Zalora's customer satisfaction but also its marketing and transaction efforts. Read More
About Customer	Zalora is a leading online fashion destination in the Asia Pacific region, with operations in Singapore, Hong Kong, Indonesia, Malaysia and Brunei, the Philippines, Thailand, Vietnam, and Taiwan. The company offers a range of customer-friendly features such as free returns, speedy deliveries, free delivery over a certain spend, and multiple payment methods including cash-on-delivery. Zalora is recognized as a truly innovative retailer in Asia, understanding the trend toward mobile eCommerce and seeking solutions to enhance its customer communication and marketing efforts. Read More
Solution	To address these challenges, Zalora partnered with Vonage to leverage its robust SMS API. This solution was used for various purposes including reactivation campaigns, event marketing campaigns, and transaction & operational updates. For reactivation campaigns, customers who had not made a purchase after a certain period would receive an SMS with a device-specific coupon code for their next Zalora purchase. This strategy provided an easy way to bring customers back to Zalora's website or brand app. For event marketing campaigns, SMS was used to communicate region-specific sales in real time during critical marketing periods such as Cyber Monday, Black Friday, and birthdays. Lastly, for transaction & operational updates, customers received real-time confirmations, payment reminders, and delivery notifications via SMS. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - NFC

Robots - Wheeled Robots

Applicable Industries

Telecommunications

Transportation

Applicable Functions

Procurement

Sales & Marketing

Use Cases

Last Mile Delivery

Time Sensitive Networking

Services

System Integration

Challenge

Zalora, a leading online fashion retailer in Asia Pacific, was facing a significant challenge in its customer communication and marketing efforts. With the rise of mobile eCommerce, Zalora recognized the need for an effective SMS solution to implement marketing campaigns and provide reliable transaction, order, and delivery updates to its customers. However, the company's initial solution of using local SMS aggregators proved to be ineffective. Thousands of Zalora's SMS messages were not being delivered, leading to a negative disruption in the mobile shopping experience of its customers. This issue was not only affecting Zalora's customer satisfaction but also its marketing and transaction efforts.

About Customer

Zalora is a leading online fashion destination in the Asia Pacific region, with operations in Singapore, Hong Kong, Indonesia, Malaysia and Brunei, the Philippines, Thailand, Vietnam, and Taiwan. The company offers a range of customer-friendly features such as free returns, speedy deliveries, free delivery over a certain spend, and multiple payment methods including cash-on-delivery. Zalora is recognized as a truly innovative retailer in Asia, understanding the trend toward mobile eCommerce and seeking solutions to enhance its customer communication and marketing efforts.

Solution

To address these challenges, Zalora partnered with Vonage to leverage its robust SMS API. This solution was used for various purposes including reactivation campaigns, event marketing campaigns, and transaction & operational updates. For reactivation campaigns, customers who had not made a purchase after a certain period would receive an SMS with a device-specific coupon code for their next Zalora purchase. This strategy provided an easy way to bring customers back to Zalora's website or brand app. For event marketing campaigns, SMS was used to communicate region-specific sales in real time during critical marketing periods such as Cyber Monday, Black Friday, and birthdays. Lastly, for transaction & operational updates, customers received real-time confirmations, payment reminders, and delivery notifications via SMS.

Impact #1	The implementation of Vonage's SMS API has significantly improved Zalora's operational and marketing efficiencies. The solution has not only resolved the issue of undelivered messages but also enhanced the company's marketing campaigns and customer communication. Reactivation campaigns and event marketing campaigns have become more effective, leading to higher customer engagement and sales. Moreover, real-time transaction and operational updates have improved the shopping experience for customers, leading to increased customer satisfaction. Overall, the use of Vonage's SMS API has enabled Zalora to better engage with its mobile customers and optimize its marketing and transaction efforts.

Impact #1

The implementation of Vonage's SMS API has significantly improved Zalora's operational and marketing efficiencies. The solution has not only resolved the issue of undelivered messages but also enhanced the company's marketing campaigns and customer communication. Reactivation campaigns and event marketing campaigns have become more effective, leading to higher customer engagement and sales. Moreover, real-time transaction and operational updates have improved the shopping experience for customers, leading to increased customer satisfaction. Overall, the use of Vonage's SMS API has enabled Zalora to better engage with its mobile customers and optimize its marketing and transaction efforts.

Benefit #1	Consistently high mobile user acquisition rates after implementing Vonage's SMS API
Benefit #2	Increased traffic to the Zalora eCommerce and mCommerce sites
Benefit #3	Decrease in the customer contacts ratio per order, leading to reduced overall customer service costs

Benefit #1

Consistently high mobile user acquisition rates after implementing Vonage's SMS API

Benefit #2

Increased traffic to the Zalora eCommerce and mCommerce sites

Benefit #3

Decrease in the customer contacts ratio per order, leading to reduced overall customer service costs

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Overview

Zalora Enhances Customer Communications and Marketing Efficiency with Vonage SMS API

Operational Impact

Quantitative Benefit