Lazada Indonesia bags two trophies in the Asian Experience Awards

AI chatbots and livestreaming innovations secured Lazada Indonesia awards for both the digital experience and product experience categories.

Lazada Indonesia, the Indonesian arm of the number one online shopping destination in Southeast Asia, was recognised with two wins at the Asian Experience Awards, taking home the Indonesia Product Experience of the Year and Indonesia Digital Experience of the Year trophies in the E-commerce category. The awards recognise Lazada Indonesia’s commitment to sustain continuous growth for businesses through its AI-powered chatbots and innovative livestreaming features. 

Ferry Kusnowo, Executive Director of Lazada Indonesia said, “We are humbled and honoured to receive such an important recognition at the Asian Experience Awards 2021. Every day, Lazada strives to realize our purpose, which is to create an enjoyable online shopping experience for all partners and buyers on our platform. Our AI-powered tools and innovative features such as LazLive enhance the online experience for buyers and sellers, and are part of our commitment to our number one value – Customer First.” 

With the pandemic keeping people at home, consumers turned to online shopping for their daily needs, resulting in an explosive growth in e-commerce. At the same time, online shoppers are also demanding a more seamless online experience and journey as they become more familiar and comfortable with e-commerce. Amidst this backdrop, Lazada used innovative technology to enhance the online shopping experience for both its buyers and sellers on its platform.

Lazada’s AI-powered chatbots 

The exponential growth of online transactions brought a marked increase in inquiries from buyers and sellers on Lazada’s platform. The Lazada AI team saw the opportunity to improve the online experience by helping customers resolve their queries faster. Lazada identified patterns in commonly asked questions such as package tracking and seller payment and subsequently introduced CLEO (buyer Chatbot), ADA (seller Chatbot), and LISA (Instant Messaging Chatbot) to address customer queries with speed and efficiency.

CLEO, Lazada’s buyer chatbot, is integrated with multiple data-accessible functions such as order management, logistics, payment, etc., making it capable of tracking and tracing packages, showing refund status and guiding buyers to do self-service requests. These capabilities allow CLEO to solve the majority of daily user inquiries without any live agent assistance. This has sped up response time to repetitive processes, allowing human agents to handle more complex customer situations. On average, CLEO handles more than 3 million interactions per month. 

Lazada also implemented ADA, its seller chatbot, to help sellers to do self-service onboarding and to cancel orders, as well as to call couriers to pick up parcels and trigger payments. ADA’s query resolve rate has since doubled from an initial resolve rate of 40%.

With many sellers having limited time and resources to address customer queries quickly on their Lazada store, Lazada also introduced LISA, a chatbot for the sellers to respond to potential customers in real-time and in 24/7. With LISA, sellers can customise their automatic responses, incorporating their brand style and tone when responding to buyer queries. Through LISA, sellers have seen their average reply time drop from 4 hours to 33 minutes, resulting in higher revenues as buyers are more compelled to complete their purchases after their queries were resolved.  

Lazada’s innovative LazLive features

In the last two years, Lazada has been bolstering its innovations to deliver a great digital shopping experience for the customer through content and livestreaming. 

Lazada’s in-app livestreaming channel LazLive enables brands and sellers to tell their brand story, showcase their products, and engage with customers directly. Through LazLive, buyers can interact with the sellers by commenting, liking, sharing, and collecting vouchers, whilst simultaneously shopping for products. Customers can also buy products that they see on the spot with LazLive’s ‘See Now Buy Now’ feature. This concept of “Shoppertainment”, which combines entertainment with online shopping, has helped brands build a wider customer base and increase sales.

To enhance the virtual shopping experience on LazLive, Lazada worked with over 50 brand sponsors to curate content featuring popular personalities and fun, interactive elements such as unboxing sessions, tutorials, talk shows, quizzes, and games. Lazada also equipped individual sellers with the tools and knowledge to do livestream sessions even if they did not have any prior experience doing so. Through LazLive, many brands and sellers were able to bring their brand story to life and establish a loyal customer base.

Since the implementation of these live streaming and content sharing features, Lazada has seen an increase in viewership and engagement. Sellers are seeing double-digit growth in sales and a wide expansion of their consumer base—a testament to Lazada’s commitment to ensuring the best overall experience for buyers and sellers across Southeast Asia.

In closing, Ferry said, “Innovation is what we do every day, to make online shopping enjoyable, safe and accessible to consumers in Indonesia and across Southeast Asia. Again, on behalf of Lazada Indonesia, thank you for recognising our pioneering efforts in enhancing the eCommerce ecosystem in the region.” 

Watch the interview below to know more about their winning project: