Southeast Asia’s fastest growing online
shopping mall lazada.com.ph has recently hit the one million orders milestone
and as an indirect result has fresh $100 million in capital investment to boost
its capability to provide better services. The capital came in on the heels of
its first year anniversary. The venture capital that is being poured into
Lazada is not surprising and actually something expected because of the
company’s amazing performance on its first year of operations. Investors would
naturally flock in wanting to get a chunk of the action. According to the
company, the fresh set of capital is going to be utilized to further boost its
capability to provide excellent customer service and push the envelope in terms
of exceeding customer expectations. One source from the company mentioned that
the majority of the fresh capital is going to be used to improve the product
fulfilment department because it is where the majority of problems are coming
from and it is the lifeblood and backbone of an online retail store for obvious
reasons that the items that customers order from the store can only reach
customers through delivery channels.
Lazada will also attempt to broaden its
market reach by coming up with a smartphone application that will enable
smartphone users to access and shop in Lazada simply by tinkering with their
smartphones. This is a crucial move for the company since majority of the phones
coming out and being released in the market are smartphones. That device is set
to dominate the mobile phone market and everyone wants to have one. Naturally
for an online shopping company, they would want to be visible and have constant
presence on a gadget that is going to be at the hands of 90% of the population
most of the time which is of course target consumers for Lazada. The company’s
landslide success in capturing the online shopping market can be attributed to
their innovative ways of doing business, fast-paced execution, premium product
offerings and of course the commitment to provide better customer service to
its patrons all the time which is the most important thing in business. Their
dedication to customer satisfaction reflects on each and every detail of what
they are doing from the website’s design, products to the quality of personnel
that they hire to represent the company over the phone. Speaking of which, I
have tried calling their customer service hotline and did it several times, I came
to admire the consistency of service that they provide which is of course
top-notch and of the highest level.
The company’s management ethos reflects on
the way the customer service representatives carry themselves and the phone
conversation. The amount of training and attention to detail that the company
rendered to equip their workers with the right tools, skills and knowledge to
become the best customer service representatives is extremely laudable. This
company maybe just another portfolio company of Rocket-internet but it
absolutely represents what Rocket-internet is all about, the direction it is
going and their visionary way of thinking. Lazada is surely bound to hit more
success as they move along further up the e-commerce echelon and that is for
sure.
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