SP WAVE 20 #2

_________ is a tool that allows sellers to communicate directly with Lazada customers and vice versa.

• CHAT

• LNP

• Lorikeet

• LISA

_______ is a chatbot built in the Seller IM channel that supports sellers in delivering better customer experience. Already equipped with a wide knowledge base, LISA can provide answers to common questions from the get-go.

• LISA

• CHAT

• LORIKEET

• ADA

What can LISA do?

• LISA can instantly answer commonly asked queries like “When will I get my order?”,

• LISA CAN OPERATE 12 HOURS A DAY

• LISA CAN CALL THE CUSTOMER

• LISA CAN BYPASS THE CUSTOMER

LISA’s six main features Where all the customer questions and answers are found

• Operational modes

• Greeting Message

• Knowledge Base

• Keywords

LISA’s six main features that lets sellers edit the first reply the buyer receives according to the seller’s tone and brand

• Operational modes

• Greeting Message

• Keywords

• Data Dashboard

LISA answers all queries received in the Seller IM. If LISA is unable to resolve the session, the query will be transferred to the live agent.

• Shop Assistant Priority

• Live Agent Priority

• Greetings Message

• CHATS

List of buyer queries that will go directly to live agents.

• Direct bypass

• Switch to Live Agent

• Shop Assistant Priority

• Greeting Message

_________ is a feature within Chat (IM) that is designed to incentivize sellers with good performance and provide sellers with the ability to proactively reach out to customers and followers to generate sales through chat.

• CEM

• LISA

• CHATS

• ADA

WHAT IS THE BENEFITS OF CEM?

• Focus on the segments for lesser influence

• Hard to select group of audiences with filters.

• Sending bulk messages consisting of different elements: image,

  text & vouchers

• Less sales and engagement with targeted buyers

You will be eligible for CEM if your Store Performance meet these metrics:

85% IRR,SR and 50 Followers?

• Agree

• Not Agree

• Maybe

• No Answer