The Pakistani e-commerce platform Daraz spends up to $50,000 every month on refunds for clients. As a firm believer in the customer-first mindset, Daraz takes another step to assure client pleasure.
Customer experience is increasingly valued in the fast-paced and dynamic corporate environment, especially when compared to price or product. Recognizing its importance for both customers and businesses, the e-commerce giant has implemented a variety of measures, including establishing a speedy delivery system and providing several payment choices.
Ahmar Zohaib Syed, Chief Customer Officer, Daraz, said:
“Customer experience at Daraz does not only reside in the CS department; we continue to nurture a culture where every department at Daraz strives to meet or exceed customer expectations. We live by Bill Gates’ motto, “Your most disgruntled consumers are your greatest source of knowledge.” We make certain that the source is tapped, the problem is identified,
Daraz’s success is due in part to its strong commitment to providing a pleasant customer and vendor experience. The firm’s monthly user base of 15 million is now made up of a large number of brand loyalists. According to market research, 86 percent of online customers consider client satisfaction to be a major concern, and Daraz offers excellent purchase protection measures
Although the firm has a training program for vendors through Daraz University, it’s conceivable that purchasers may not be pleased with what they’ve purchased online. To prevent this, Daraz works with its sellers to improve performance based on agreed standards, as well as commits and guarantees its clients a resolution as soon as possible.
Furthermore, the company provides a 100% refund guarantee. Daraz takes responsibility for resolving consumer issues, as a result of which it spends $50,000 each month in customer refunds to ensure that consumers are satisfied right away based on criteria. To guarantee that sellers do not repeat their errors, the e-commerce brand has stringent accountability checks in place.
Furthermore, it’s critical that consumers trust the internet marketplace at a time when COVID-19 pandemic online purchases are on the rise. With 11.11 rapidly approaching, Daraz is always monitoring vendors to make sure quality criteria for return rate, instant message response rate, and shipping times are met.
By keeping clients at the heart of the firm, especially during months when sales grow by 3X, Daraz aspires to be a driving force in the e-commerce industry by creating a trustworthy, secure, and accessible place on the internet.