Pushing Store Service Quality, Lazada Launches Smart Virtual Assistant LISA

chatbot is very important for e-commerce players because it allows direct interaction with customers, provides 24/7 support, and resolves problems quickly.

Fitur chatbot can also enhance the personalization of the customer experience and ease the buying process. Data analysis from chat apps helps in understanding customer behavior, while well implemented chat apps give ecommerce a competitive edge in a highly competitive market.

For this purpose, Lazada Indonesia (Lazada) has introduced a chatbot feature called Lazada IM Shop Assistant or LISA which is based on artificial intelligence. This feature aims to facilitate interaction between sellers and customers, improve store performance, and provide a satisfying customer experience.

“Sometimes it is difficult for me to allocate time to always be on standby serving chats from customers and managing incoming orders. Moreover, when I first joined Lazada, I didn't have an admin officer, so everything was handled by myself," said Hafiz Anugrah Marsya, owner of the Senzamor Kids store at Lazada.

"Many feel more satisfied if they ask first before they decide to buy," he continued.

According to Ferry Kusnowo, Executive Director and Chief Customer Officer of Lazada Indonesia, "Building an online store has many challenges, including customer service which is a determining factor for store performance. Fast customer service is not easy, but LISA Features is here to help sellers provide the best service for customers while ensuring orders are processed smoothly. We believe this feature can be an efficient solution for sellers in managing store operations and providing a pleasant shopping experience for customers."

Quoted from the official site Lazada, there are several features possessed by LISA which are listed in the following figure.

Then to activate the LISA feature, sellers can do one of two ways.

• First, sellers can open the Seller Center menu, then click Popular Toolkits and select LISA/AI Chatbot.

• Or secondly, through the My Account menu, then click the Chat Settings menu and click the Automatic Reply menu.

Furthermore, after the steps above have been carried out, you can activate the LISA feature then select priority IM Shop Assistant so that Lisa becomes the priority customer service. It's finished, you can immediately try Lisa's abilities yourself in the chat icon.

“The LISA feature is one of Lazada's commitments to empower sellers with innovative technology and solutions. By leveraging the power of this smart chatbot, sellers can improve their services to customers, strengthen their store and brand presence, so that they can continue to grow and excel in competition in the eCommerce world," concluded Ferry.