When online jewellery platform GIVA launched in 2019, its founders set out to provide customers with items that ooze luxury… affordably, of course. A specialist in natural diamonds and fine silver, GIVA’s range of bracelets, necklaces, pendants and earrings are available to customers across India and beyond.
The problem with COD sales
A high level of COD (Cash on Delivery) orders was affecting the business’ operations in India.
In India, COD sales account for 60% of orders. This can make it a very risky business. More than half result in cancellations. To prevent this from happening, brands typically confirm orders by phone to avoid items being refused by customers.
This was everyday practice for the team at GIVA, where hundreds of calls were generated each day - requiring a high level of resources.
How Zoko helped
When the team at GIVA began looking for another way of working, they discovered the capabilities of Zoko’s COD Confirmation Flow.
The easy-to-use platform automates the whole process for GIVA - allowing them to generate the confirmations needed - while freeing up valuable resources. The COD confirmation flow does this by automatically sending out messages to all customers placing COD orders via WhatsApp.
This creates an opportunity for customers to confirm or cancel ahead of shipment. If confirmed, GIVA can dispatch the product with confidence. In the event of cancellation, GIVA can now cancel orders before dispatch - eliminating unnecessary shipping costs.
Why you should confirm COD orders through WhatsApp
Around the world - especially in countries such as India - COD orders represent a high proportion of online orders.
Orders such as these are associated with a very high rate of return to origin (RTO). That’s why brands typically confirm orders with customers before dispatching them.
Working via phone, however, in the traditional way, can be very ineffective. Automating COD orders via WhatsApp offers a more efficient way of working. Saving time and money, it’s a zero-effort way of confirming COD orders ahead of dispatch.
Zoko’s COD Confirmation flow is helping brands across the world automate their COD Confirmation process via WhatsApp. To discover what it could do for your brand, visit: Zoko’s COD Confirmation Flow.