With Infobip, Daraz Enhances Customer Experience Through Mobile Messaging Solutions
Infobip, a global, cloud-based communications company, and a leader in omnichannel engagement, provides mobile messaging solutions for eCommerce companies such as Daraz – a leading online marketplace that operates in 5 countries – Pakistan, Bangladesh, Nepal. Sri Lanka and Myanmar. For retailers to have effective communication with their customers, they need to ensure that relevant messages are being conveyed through communication channels that customers trust. By using Infobip’s messaging solution, Daraz is able to choose optimal communication channels best suited for specific types of messages through a single communication platform. That same platform offers comprehensive reporting and analytics opportunities that are extremely important in the e-commerce industry. This enables Daraz to track entire customer journeys: from initial account creation on the app to the placement and delivery of an order to the customer. As a result, Daraz is able to identify facilitators and bottlenecks in the process and optimize accordingly.
Currently, Daraz is using Infobip’s solutions to provide their end-users transactional notifications, information regarding their order status and delivery as well as to showcase some of their promo deals and special offers. This way, they can better serve their customers with secure, timely, and relevant information tailored to the specific needs of each and every customer.
“For Daraz, customer satisfaction is paramount. Every decision we take is based on how it will affect our customers. As a result, we’ve put in place stringent purchase protection policies that safeguard our buyers during and after they place their orders with us. We’re constantly innovating so that our customers are happy,” said Ehsan Saya, Daraz Managing Director.
Guray Ozturk, Company Secretary from Infobip Pakistan, commented “It is our pleasure and honor to work with Daraz to improve their customer experience by enabling their end-users to receive important information on their transactions, order status, delivery and promotional offers in a timely fashion. Daraz realizes the importance of following industry trends and adjusting its communication strategy, so we look forward to future cooperation and even introducing additional messaging solutions, such as OTT channels, that will keep enhancing the customer journey.”