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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