- Zalando among first Apple Pay partners in Europe
- Free usage of 60 minutes courier returns collections service
- New partnerships with UK brands to strengthen the local offering
- Improved customer experience: Faster delivery, easier returns and Customer Care chat function
BERLIN, 2015-9-3 — /EPR Retail News/ — Just in time for the online retailer’s 4th birthday, Zalando.co.uk has surprised its customers with a range of new features and services. Zalando is among the first fashion e-tailers to accept Apple Pay in the UK, which is transforming mobile payments with an easy, secure and private way to pay. The service is now available for Zalando app users with an iPhone 6, iPhone 6 Plus, iPad Air 2 or iPad mini 3. As creating a convenient shopping experience is Zalando’s main focus, Apple Pay is a useful addition to the e-tailer’s payment offer, consisting of twenty different payment options in fifteen different markets.
With the launch of My Returns, the returns process for Zalando customers becomes even more convenient: They can now return their Zalando order using the My Returns ‘On Demand’ 60 minute courier collection service the same day or the next day among a selected one-hour time slot. During the trial period, which is taking place in London until October 18th, Zalando customers can use My Returns for free.
Furthermore, the fashion e-tailer has been working on broadening its assortment, focusing on a local approach. “In addition to our wide range of UK brands that are in high demand internationally, we included local champions such as Whistles, Miss Selfridge, Dorothy Perkins, Wallis, and many more just recently”, states Dalbir Bains, VP Womenswear at Zalando. “We always strive for improving the shopping experience and creating the most relevant offer for our customers. Also, for the coming months we will further focus on building-up the brand assortment for our UK customers.”
In terms of a company-wide customer experience initiative, Zalando has also improved its services with new features such as a Customer Care chat function: Customers who are logged in to their account can place their questions live to Customer Care agents and get an answer straight away. Surveys show that almost all customer requests could be answered during the first point of contact without additional email or phone calls; customer satisfaction with this new function was 95 percent. Additionally customers in the UK will receive their parcels even faster in the future. After a number of improvements to transportation and logistics processes, Europe’s largest online fashion platform now delivers parcels in a time period of 2-4 days among the UK, instead of 3-6 days as before. To make the returns process as easy and convenient as possible, all customers now have the return label in the parcel and no longer need to print it out themselves. Thanks to this, returning an item bought on Zalando now takes less than one minute.
“We identified that 5 out of 10 customer satisfaction drivers are related to convenience. Our main goal is to create a best in class shopping experience when it comes to convenience. With our current improvements in terms of payment, delivery, customer service, returns and assortment we have made an important step in this direction”, says Dalbir Bains.
NOTES TO EDITORS
Zalando (https://corporate.zalando.com) is Europe’s leading online fashion platform for women, men and children. We offer our customers a one-stop, convenient shopping experience with an extensive selection of fashion articles including shoes, apparel and accessories, with free delivery and returns. Our assortment of over 1,500 international brands ranges from popular global brands, fast fashion and local brands, and is complemented by our private label products. Our localized offering addresses the distinct preferences of our customers in each of the 15 European markets we serve: Austria, Belgium, Denmark, Finland, France, Germany, Italy, Luxembourg, the Netherlands, Norway, Spain, Sweden, Switzerland, Poland and the United Kingdom. Our logistics network with three centrally located fulfillment centers in Germany allows us to efficiently serve our customers throughout Europe. We believe that our integration of fashion, operations and online technology give us the capability to deliver a compelling value proposition to both our customers and fashion brand partners. Zalando’s shops attract over 135 million visits per month. In the second quarter of 2015, around 57 percent of traffic came from mobile devices, resulting in close to 16.4 million active customers by the end of the quarter.
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