Lazada’s cross-border strategy and its customer experience improvement measures

Lazada’s strategic upgrade in 2020 is centered on “global choice” and aims to establish a cross-border brand ecosystem and improve customer experience. This model encourages the active participation of high-level merchants. On this basis, the platform will focus on merchant traffic and better meet the needs of merchants by optimizing logistics services.

In order to promote in-depth operations, Lazada plans to establish a complete merchant incubation cycle tracking process, provide free marketing resources, sellers’ private domain tools, and authorize free traffic weights. These initiatives not only provide necessary training guidance for merchants, but also provide diversified service support to enable merchants to run their businesses more efficiently.

In addition, Lazada has also strengthened its support for cross-border merchant brands. In 6 countries in Southeast Asia, Lazada has established a cross-border model with approximately 300 stores in each country. Merchants entering LazMall will enjoy the same commission structure as this cross-border model, thus providing merchants with a more attractive business environment.

In terms of logistics experience, Lazada promises to deliver orders to Cainiao’s trunk logistics system within 72 hours, ensuring that orders can be efficiently delivered to six countries in Southeast Asia. This significantly improves the shopping experience for buyers in the region.

As the Lazada team continues to expand, the focus of its core work has shifted to reducing seller costs, optimizing logistics, and improving the operating environment. At the same time, the platform is also actively expanding traffic channels, conducting market promotions, optimizing overseas warehouse models and improving transportation efficiency to further enhance its market competitiveness.

Lazada’s cross-border business aims to bring the world to Southeast Asia and provide convenience for local brands to attract international consumers. Through the global collection channel, Lazada covers a variety of product categories and is committed to ensuring that customers receive products within 7 days of placing an order through a high-quality logistics network. However, in the process of carrying out this mission, Lazada faces various challenges, such as insufficient infrastructure, incomplete payment system and low Internet access rate. In response to these challenges, Lazada launched warehousing logistics guarantee, cash on delivery services, and introduced national brands. Through various efforts, Lazada created a high-quality shopping experience for Southeast Asian consumers.