Daraz, the leading online marketplace in Pakistan, has established a strong physical presence in the country by developing infrastructure to improve customer service.
Last year, the online platform launched 47 Daraz hubs in 19 cities and 1672 Daraz Dukans across the country.
Increased customer interaction
In May, Daraz Hubs were established as an integral part of the platform’s operational ecosystem. Present in Karachi, Lahore, Islamabad and all other major cities across the country, Daraz hubs facilitate one-on-one interaction between customers and the platform through representatives who are present to give guidance regarding online shopping. Customers are provided assistance with returns and refunds and given information regarding assortment and products.
Pick Up Points
Since their launch, the number of services being offered to customers at Daraz Shops have increased. Daraz has announced that these shops will now function as Pick Up Points as well, enabling customers to pick-up their orders from there at a time that is convenient to them.
Trade Up
Earlier this year, the platform introduced Trade Up – a service through which customers can exchange their mobile handsets for new ones. Platform representatives present at Daraz Shops in Karachi, Lahore, and Islamabad assess the condition of customers’ handsets and provide them with an estimated value. If accepted, the customers are given a voucher to match the value. The voucher, in turn, can be used to buy a new handset online. The physical stores are, thus, being utilized to complement the online services that Daraz offers.
One Day Delivery
Daraz stocks an inventory of FMCG products at the hubs to complement the platform’s One Day Delivery service. Customers can have their groceries delivered to their doorstep within 24 hours. They also have the option of picking up their order of FMCGs from the Daraz Pick Up Points.
Although Daraz’s website and app already provide a simple online shopping interface, brick-and-mortar shops have been built to strengthen customer experience; to expand the platform’s outreach and have a one-on-one interaction with customers.
