Creating and embracing change has been at the core we cultivate within our people, says Imran Saleem, Director Commercial Daraz Pakistan

We delved into conversation with Mr. Imran Saleem, Director Commercials at Daraz Pakistan, about Daraz Mall, product deliveries and customer satisfaction amid covid-19.

Creating and embracing change has been at the core we cultivate within our people, says Imran Saleem, Director Commercial Daraz Pakistan

By focusing on enhancing customer experience and through creative innovation, Daraz has cemented its position as a leading e-commerce platform in Pakistan; expanding operations and offering an extended range of premium products.
We delved into conversation with Mr. Imran Saleem, Director Commercials at Daraz Pakistan, about Daraz Mall, product deliveries and customer satisfaction amid covid-19.

Q- What does DarazMall offer customers?
A fun, safe and altogether premium shopping experience where customers can shop a humongous variety of high quality branded items with the assurance of authenticity and best in class customer service.

Not only do DarazMall customers get the best quality products available on Daraz, they also get the opportunity to return them within 14 days of the product being delivered. In a nutshell, this channel is all about convenience, amazing variety and providing a high quality experience to our customers.

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Q- When was the channel launched and how has it grown since?
The channel was launched in December 2018 – about two months after we migrated to the Alibaba systems – and has since become the flagship channel for Daraz. Over this period, we have more than doubled the number of brands and tripled the number of products available.

Most importantly, the number of shoppers on the channel has grown exponentially, speaking volumes about the value and appeal this sort of an experience has for our customers.

Q- How many brands and products does DarazMall offer access to?
DarazMall today has over 500 of Pakistan’s best brands – local and international – who sell over a hundred thousand products on the channel ranging from Electronics, Fashion and Lifestyle to FMCG.

All of these products come directly from our trusted brands and authorized distributions and resellers, so customers can shop with ease knowing that they will get the best quality the Pakistan market has to offer along with the best after sales support.

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Q. Considering the increased rate of digital adoption, have more brands set up their stores on DarazMall to reach customers over the past few months?
Absolutely! As offline shopping takes a bit of a backseat over the past few months, brands all over the country (and the world, as a matter of fact) have to look at alternative channels of sale – replacing footfall with eyeballs, if you will.

They find the ideal solution in DarazMall, where they are given complete control to maintain their brand imagine, ethos and guidelines whilst getting access to millions of shoppers who frequent Daraz every month. Cherry on top – they are able to serve their valuable customers in the safest way possible as our entire supply chain is fully compliant with all SOP’s to ensure a safe and healthy experience for both our brands and customers.

Q- How do you ensure customer satisfaction and deliveries amid covid-19?
Creating and embracing change has been at the core of the values we cultivate within our people. Business as usual is a highly dynamic work environment with several curve-balls thrown our way in a day.

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During the wildly changing set of scenarios we had to face over the last few months, our primary focus has been to ensure that the experience our customers have on DarazMall remains as pleasant and seamless as possible.

Employees are being given trainings and safety guidelines to ensure they have the ammunition needed to tackle every new situation effectively along with having a great remote working infrastructure and regular engagement sessions that focus on customer experience, first and foremost

Our DEX Heroes are taking all precautions to deliver safely. We have not just provided protection to our DEX heroes in terms of safety gear and health insurance, but we are also making sure our delivery vehicles are sanitized daily along with disinfecting packages at customers’ doorstep.

A robust remote-work infrastructure, regular training routines and reinforced health and safety guidelines have ensured that we not only continue to operate at the same pace, but accelerate in certain areas where our customers now need us more than ever.

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