LEVERAGE MESSAGING APP TO EXPAND YOUR ECOMMERCE BUSINESS IN VIETNAM

Ms. Nguyen Thi Tra My

Product Marketing Lead, Zalo Business

CONTENT

I. The Sharp Rise of Messaging App

II. Why you should use Messaging App for

your E-commerce Business

III. Leverage Messaging App to expand

your E-commerce Business in Vietnam

I. THE SHARP RISE OF MESSAGING APP

76.3% of the world’s smartphone

users active on messaging

app by 2017

4.7 times 68 minsMessaging apps’ daily use is 4.7

times higher than the average of

all other mobile apps

Average Time Spent per Day of

Zalo users[1] [2]

[3]

Source: [1] Emarketer, 2017; [2] Flurry Analytics, 2015; [3] Zalo Data Center 2017

The sharp rise of messaging app

of consumers would like to use

messages to communicate

with businesses

91%of consumers are more likely to

shop with brands who recognize,

remember and provide them

with relevant offers and

recommendations

Expect to message the

business more over the

next two years

89%

[4]

67%

[5]

[6]

Source: [4]: Twillo Report, 2016; [5] Facebook IQ 2018; [6] Nielsen, 2018

The change in consumer behavior

II. WHY YOU SHOULD USE MESSAGING APP FOR YOUR E-COMMERCE BUSINESS

45M+ monthly active users

18 – 35 years old

All-in-one platform

Ecosystem

A Blue Ocean to get more customers

The golden age of online shopping

Users spend more time on Zalo

Be where your customers are

18 – 35 years old

All-in-one platform

A Blue Ocean to get more customers

The golden age of online shopping

Users spend more time on Zalo

Be where your customers are

45M+ monthly active users

Data Tracking Technical DevelopmentCustomer Experience

Remove barriers to ecommerce business

Chat 1-1

Broadcast Message

Quick response

Menu bar

Automation Message

Article

Effectively interact with users by using

ZaloShop

ZaloAds

ZaloAPI

Zalo ShopMarketplace

Provide supporting tools for business activities

Shop API

Official Account API

Article API

Social API

Easily integrate systems and manage omni-channel by leveraging

III. LEVERAGE MESSAGING APP TO EXPAND YOURE-COMMERCE BUSINESS IN VIETNAM

Ads

Shop

CRM

CLOSED-LOOP BUSINESS MODEL

PROVIDE BETTER CUSTOMER SERVICE TO THE EXISTING CUSTOMERS

Ads

Shop

CRM

Use Chat box’s functions to make

personalized conversations

Functions supported:

Tag

Note

Transaction history

Personalize your conversation

Filter target segments to personalize

messages sent based on:

Gender

Age

Location

Platform

Telecom Service Provider

Personalize your broadcast message

Customer’s Tag

Automate your response

Auto Reply

Auto Query

Auto Personalized Response

EXTEND YOUR REACH TO THE POTENTIAL CUSTOMERS

Ads

Shop

CRM

Get more customers Drive trafficsIncrease sales order

What Zalo Ads can do?

Increase brand awareness

Ecosystem Top 1 music platform

Top 1 mobile messaging app

Top 1 online newspaper in Vietnam

Top 1 video on demand platform

Top 1 news aggregator platform

Leader on Mobile

Create account and Top-up

Design your content

Choose your target audience

Measure your result

Easy to set up & optimize on your own

Location

AgeGender

Platform(iOS, Android)

Industry

Targeting capabilities

o Pay for real actions

Promote ZaloOfficial Account

Promote Article

Promote Website Promote Product

Promote Video

Promote Shop

Objective-based Ad Formats

BUILD THE INTEGRATED E-COMMERCE SOLUTION

Ads

Shop

CRM

Quan tâm cửa hàng

50K+ daily active stores

2.5M+ products on Zalo

Create products and portfolios

Create promotion programs

Establish payment methods

Design shop’s interface

Create shipment policies

Manage orders & inventory

A suite of function for your e-commerce business

Register on Zalo Shop Marketplace

and promotion events

Grow organic orders with Zalo Shop Marketplace

6.6x

4.3x 4.3x

Technical intergration

• Connect O2O with Zalo (QR Code, Wifi API, Location API…)

• Sync your e-commerce system with Zalo

(products, order status, articles, customer profile)

• Build CMS (automation message, personalized content,

customer feedback)

• Chatbot

• Zalo Call Center

• Membership/Loyalty

Technical integration partners

CASE STUDY

OBJECTIVE

Increase the voucher redeem rate

Connect online to offline

Case study - Juno

Follow OA >>

Receive voucher

Promote on

Zalo Shop

Marketplace

Search nearby

stores

Remind & update

order status

Send

Broadcast

Message

Activities on Zalo

Case study - Juno

Ask to buy

Case study - JunoResult

3x followers

3M engagement

18K+ vouchers were

distributed

OBJECTIVE

Increase the new product trial rate

Case study – Highlands Coffee

Activities on Zalo

Case study – Highlands Coffee

Follow OA Welcome Message Share location Play game Search nearby store

Case study – Highlands Coffee

Activities on Zalo

Reach through Zalo Ads

Zalo OA Follower

Click through Zalo Ads

Case study – Highlands Coffee

Result

OBJECTIVE

• Generate new leads on Zalo

Case study – Timo

Case study – Timo

Promote ZaloOfficial Account

PromoteWebsite

A/B Testing Broadcast Message

Activities on Zalo

Z

A/B

Total Lead generated from Zalo in 4 months

CPL lower 1.5 timesthan other channels

Case study – Timo

Result

%50 1.5

Video Story

250K - 400K views in 24 hours

Promotion Banner

CR 187% higher than average

Broadcast Message

Reach 8M female customers

Case study – L’Oreal

Broadcast message

CTR: 47,3%

Call-to-action “Order Now" & Suggested

Product List to increase sales rate

Case study – L’Oreal

OA customer growth

rate 230% higher than

average

increase 30% orders

monthly

10% loyal customers

Case study – L’Oreal

SUMMARY

How To Leverage Messaging App To Expand Your E-commerce Business In Vietnam

- Provide better customer service by automated and personalized messages

- Use E-commerce functions to manage your online store efficiently

- Generate more orders by using Zalo Shop Marketplace and Zalo Ads

- Use Zalo API to enhance omni-channel experience

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