zingala: Hyper-personalizing the customer journey with data-driven CX

zingala is a leading brand in innovative consumer payments, specializing in large-amount installment plans and small-amount payments. It offers flexible and diverse payment solutions, dedicated to promoting inclusive finance and helping customers achieve their desired lifestyles effortlessly.
 
An essential step for zingala in being more financially inclusive for customers was to ensure data centralization, so they could tailor their messaging based on each customer’s preferences. 
 
To optimize company operations, they needed to implement a robust system that seamlessly integrated customer data from various touchpoints.

Centralized data management:  
 
Consolidating member data into a single location to have one single source of truth was a priority for zingala. Due to scattered data and a manual process for managing it, the company faced challenges in executing its marketing campaigns.  
 
For example, launching an SMS or email campaign was time-consuming as it required coordination with multiple departments.  
 
Automated marketing workflows:  
 
Automating marketing campaigns across various channels in a synchronized manner was needed to save time and effort. This was needed not only to speed up processes but also to ensure customers received timely and relevant communication

zingala partnered with Infobip to overcome the challenges related to personalization and data management. Our conversational customer experience platform provided them with the following:

In addition, our omnichannel customer engagement solution, Moments, enabled them to personalize the customer journey over SMS, Email, their mobile app, LINE, and Instagram. This omnichannel approach helped encourage repeat purchases from existing customers and design activities and content to acquire new customers.

Welcoming new members: 
 
To offer a quick onboarding experience for new members, zingala created a personalized onboarding flow. A gamified approach, dubbed the “survival mission,” was implemented to encourage new members to explore the app and learn about its features. The new members were informed about key features and ongoing offers with personalized notifications and reminders. 
 
Engaging existing members: 
 
zingala adopted an omnichannel approach to interact with existing members effectively by leveraging SMS, push notifications, email, and Instagram so that members receive relevant messages across their preferred channels. Using our platform, zingala segmented users based on customer attributes such as age, purchase history, and preferences to personalize their experience and deliver highly relevant messages. 

Enhancing customer loyalty: 
 
To elevate customer loyalty, zingala implemented several initiatives, such as launching personalized birthday campaigns with offers. By leveraging RFM (recency, frequency, and monetary value) based segmentation, the company was able to identify high-value customers and tailor campaigns accordingly. Similarly, customer satisfaction surveys were launched via our customer engagement solution to gather feedback and identify areas for improvement.  
 
Interactive gamification on social media 
 
Through our platform, they used our chatbot building solution Answers, to create an interactive experience on LINE, and Instagram Chatbots were used to engage with potential customers, collect leads, and provide information about the zingala service. The chatbots played an important part in creating gamified interactions such as quizzes and games, to increase engagement and collect customer data. 

zingala leveraged our platform to provide an end-to-end conversational customer experience with a complete nurture flow and personalization.

Here are the key results:

 
Apart from these, using Answers, zingala was able to minimize its operational cost and reduce the workload equivalent to three customer service representatives.  

Not only can they reliably verify more people during the sign-up process, the use of SMS as a communication channel has led to a reduction in loan defaults as more customers can be reached and encouraged to continue with payments. Using SMS as a primary channel, backed up by push notifications ensures the best chance of reaching people.

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