Daraz prioritises customer centricity to deliver optimum customer experiences

Sri Lanka’s leading e-commerce platform, Daraz, recently announced the launch of its 24/7 live chat feature, which is the newest addition to its customer service operation in Sri Lanka.

By taking a customer-centric approach and focusing on service differentiation, Daraz aims to set new standards and provide customers with the best possible online shopping experience, it said in a media release.

Daraz’s customer experience hotline is managed by a team of experts, who are ready to guide customers through information on making purchases, applying promotions and offers, adding new payment methods, and tracking orders. With the new 24/7 chat feature they will now be able to answer customer queries at any time on any day as Daraz expands its shopping assortment to include a wider range of products and services. 

Commenting on this new customer service feature, Daraz’s Chief Customer Experience Officer, Ashik Bari said, “We are very excited to launch this new feature in Sri Lanka. Part of our focus is to build consumer confidence because growing consumer confidence is key to driving e-commerce growth in Sri Lanka. For many users, their first e-commerce purchase happens on Daraz, and we want to make sure that we are there for consumers, providing them with 24/7 assistance and the guidance and support they need to overcome any order-related challenge. We look forward to many of our customers benefiting from this new feature and shopping online with confidence.”  

The new 24/7 chat feature is also expected to help encourage customers to choose a diverse range of payment methods and reduce dependency on cash-on-delivery. Increasing digital payments is key to growing the e-commerce industry, and now customers can choose to chat with agents at any time, to learn about new and different digital payment methods including Daraz Pay Later.