eCommerceNews Asia - Technology news for digital commerce decision-makers
Story image
Lalamove boosts sales and customer engagement with Freshworks tools
Fri, 24th Nov 2023

Freshworks has announced that its customer, Lalamove, the on-demand delivery platform in Hong Kong, uses its products, Freshdesk and Freshsales, to deliver personalised experiences to thousands of consumers and business partners.

The use of these tools not only improved the visibility and control over Lalamove's sales funnel and sales lifecycle management, but also helped to boost sales conversion and enhance customer engagement, Freshworks states.

Lalamove employs Freshdesk and Freshsales to bolster the efficiency of its sales in Asia and Latin America. The application of Freshsales has reportedly enhanced the company's engagement with its business partners, thus ameliorating sales conversion by 24%. In addition, Freshdesk has fuelled a significant 58% rise in customer engagement.

Lalamove serves various industries by providing on-demand and same-day delivery services. The company, founded in Hong Kong in 2013, operates in 11 markets across Asia and Latin America, with the mission of making deliveries fast, simple, and affordable. This service aids small business owners in growing their businesses and supports driver partners by facilitating flexible earning opportunities.

The union of Freshdesk with Freshsales has enabled Lalamove to seamlessly serve its business partners across the entire customer lifecycle from lead to renewal. Freshsales has empowered Lalamove's sales and support teams with the Freshworks Unified Customer Record (UCR). This provision of contextual information from the UCR allows for better understanding of customers and, therefore, enhances the quality of service.

Since the company started using Freshworks' software, customer engagement has reportedly increased by 58% and sales conversions have been boosted by 24%, resulting in substantial business enhancement. The built-in integration of Freshsales with Freshdesk enables prompt creation of an internal ticket for efficient triage and support of the partners where necessary.

Brian Shia, Head of Corporate Solutions at Lalamove, stated, "Using both Freshdesk and Freshsales has enabled us to support local businesses and convert that loyalty into future sales. With Freshworks CRM and Customer Support products, we are able to get a holistic view of our customers, have better governance over sales productivity, pipeline and in turn move our business forward."

Simon Ma, Regional Head of Sales for Freshworks ASEAN commented, "Companies like Lalamove who use multiple Freshworks products see tremendous value and quick return on investment. We're proud to power the digital transformation of critical business processes like sales and customer support that make a big difference in the everyday life of employees and customers."

Freshworks creates AI-boosted business software anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our products are designed to let everyone work more efficiently and deliver more value for immediate business impact. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 65,000 customers, including American Express, Blue Nile, Bridgestone, Databricks, Fila, Klarna, and OfficeMax.