Introduction to Instant Messaging Feature

What Is Instant Messaging?

• Instant Messaging Feature is an exciting tool

offered by Daraz, where customers can directly
chat with sellers regarding any queries they have

• Sellers can attract customers to their store by

making it easier for them to make a purchase
decision

• Chat Conversion Rate (CR) increases by almost

30% if the sellers reply or interact with potential
customers

• If the response time by the seller is less than 30

minutes, there can be an even greater increase in
CR - up to 10.5%
 Benefits of Instant Messaging

4X increase in Conversion Rates 3X boost in sales compared Informed purchases by

when a seller replies to chat to silent sellers customers

Greater customer loyalty 2X boost in store

& engagement followers
Sell More Through IM

► The best way to use Instant Messaging Feature is to think of your

chats as a Daraz assistant or sales person is in a retail Daraz

► Find out how best to sell to customers → Ask the right questions →
Engage with the customer → Find out their needs → Tailor your
service to them

► Keep in mind that customers respond well to IM and live chat

because of the speed and convenience

► IM and live chat features give you the option to show off some
brand personality and cater your answers to the customer you’re
engaging with

► Most of the time, customers just have a few questions or need

clarification on one thing hence, a live chat feature enables
customers to interact with your business quickly and efficiently
Sales Optimization via Chat
Upselling - Increasing Order Value

• Sales optimization refers to how you can make the best possible use of
communicating with the customer via chat

• Upselling helps build win-win scenarios which help in building a

relationship with customers

• If a customer asks you about a product, try to identify the reason

behind their purchase and then persuade them to buy something
additional

• Use your expertise and technical knowledge to recommend other

products that would be better able to fulfill their requirements

• You should also encourage them to buy higher end products to boost
your own sales
Sales Optimization via Chat
Upselling - Increasing Order Value (example)

Customer Seller
Sales Optimization via Chat
Upselling - Increasing Basket Size

• After customers have completed their transaction, also refer

them to other complementary products that would add value
to current purchase

• Offer discounts and vouchers if customer agrees to buy the

complementary goods

• For example: A 30% discount on phone covers after purchasing

a phone

• These recommendations also build trust and help in customer

retention

• Even if the customer does not buy the products suggested,

there is no harm in the seller’s attempt
Sales Optimization via Chat
Upselling - Increasing Basket Size (example)

Customer Seller
Sales Optimization via Chat
Cross Selling – Increasing Order Numbers

• If a customer has inquired about an item that is not in your

inventory, be sure to refer them to other items that fulfill the same
needs

• The customers themselves are unsure of what they want and

would be looking for recommendations from experts i.e. you

• Refer them to other items in your inventory and tell them why
these items would suit their needs

• Do not be afraid to offer them vouchers and discounts as you are

building a customer base and making a sell instead of returning a
customer empty handed

• Regular customers are more likely to buy products from Cross

Selling techniques
Sales Optimization via Chat
Cross Selling – Increasing Order Numbers (example)

Customer Seller
IM Answers Guide
Pre-Sales

Pre-Sales Inquiry Answer Example

Hi! Thank you for your interest in our product. Regarding

Product information inquiries
your question, <provide answer to question>

Hi! Thank you for your interest. Currently our product is

Product availability - available
available with following <color/design/sizes>

Hi! Thank you for your interest. Unfortunately, the

product is currently out of stock. You can add it on
Product availability - not available your Wishlist and you will be notified when it becomes
available. Alternatively, you can check out <give
substitute SKUs>

Hi! Thank you for your interest in our product. These

Return policy and warranty concerns are the terms of our return/warranty policy:
<list down policy terms>

Please note that personalised responses provide a better customer experience

IM Answers Guide
Post-Sales

Pre-Sales Inquiry Order Status Answer Example

Hi! Thank you for purchasing our product. Your
Where is my order? Pending/Ready to ship
order is currently pending to be shipped

Hi! Thank you for purchasing our product. Your

product has already been shipped. You can
Where is my order? Shipped track it under ‘My Orders’ on Daraz’s website. If
order is already beyond the shipping date, please
contact Daraz Customer Care

Hi! Kindly log a return in case of a missing

Missing Accessory Delivered
accessory/part in your order

Hi! Thank you for purchasing the product. We can

Wrong color/size
Not as advertised/Poor product quality
send the right <color, size> as soon as the return
Delivered process in complete. Please contact Daraz
Customer Care to start the process. Apologies for
the inconvenience
Hi! We are sorry the item you received did not
Delivered meet your expectations. Kindly log a return with
Customer Care

Please note that personalised responses provide a better customer experience

IM Answers Guide
Post-Sales

Pre-Sales Inquiry Order Status Answer Example

Hi! We are sorry the item you received did

Damaged packaging/Damaged product Delivered not meet your expectations. Kindly log a
return with Customer Care

Hi! We are sorry for this issue. Kindly log a

Expired Product Delivered
return with Customer Care

Hi! We are sorry for this issue. Kindly log a

Signs of use Delivered
return with Customer Care

Hi! We are sorry that the item did not

Counterfeit Delivered meet your expectations. Kindly log a
return with Customer Care

Hi! We are sorry to see that you want to

Return Shipped/delivered return your product. Can I know what is
the reason for you to return it?

Please note that personalised responses provide a better customer experience

IM Answer Guide
Sometimes customers can be difficult or very demanding. However, as
sellers on the Daraz platform, we encourage you to remain composed
and professional when dealing with customers

• If the customer is rude and persistent

I'm truly sorry for what you have experienced. We are trying to resolve
the situation. To achieve that we need to communicate in a civil
manner

• If you are unable to handle an angry customer

I’m sorry for what you have experienced, but I will need to escalate
the issue to Daraz so they can help you with your concern

• Unable to answer a question

Politely redirect customers to Daraz Customer care: Account>Help
Center> Chat Now

Note: If the situation escalates and the customer is being hostile, threatening or is spamming,
you may Seller Support Center
Do’s & Don’ts
Do’s
▪ Commit to quality service, go above and
beyond your customers expectations
▪ Answer as fast and accurately as possible.
Quick replies keep customers engaged
▪ Be polite and engaging, happy customers
will turn into loyal customers
▪ Reward your loyal customers with seller
vouchers, to help you sell more
▪ Provide useful post-sale support to create
repeat purchasers
▪ Contact Seller Support and direct
customers to contact Customer Service if
you are unable to handle a situation
Don’ts
▪ Ignore your customer’s questions and lose
out on sales. Low response rates may
impact search ranking
▪ Be rude, unpleasant, use obscene words or
images with customers
▪ Share sensitive information on chat
(contact details, bank account details
etc.)
▪ Ask customers to contact you through
other channels, asking them to move
offline may lose you a sale
▪ Share any outside links on chat. These will
be automatically blocked
HOPE YOU HAVE A HAPPY
SELLING JOURNEY!
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