Below is a process derived from real-world experience, helping many businesses not only attract leads but also transform their Official Account (OA) into an effective customer care channel.

Clearly Define Your Target Customer

Before launching any initiative, businesses need to take the time to clearly define their target customers.

• Who are your customers really?
• What are their underlying needs?
• What value do they expect to receive from the brand?

Clearly define your target customers.

By answering these questions, businesses will gain a clearer picture of their customer profile. From there, the approach and nurturing roadmap will become more accurate and effective, leading to more leads being generated for the official account and significantly increasing customer retention rates.

Zalo OA Deployment Process

Step 1: Create a Zalo OA account

Businesses need to access oa.zalo.me to register an account. The account name should match the business name and be accompanied by verification documents. The approval process usually takes 4-7 days.

Step 2: Marketing to attract customers to Zalo OA

In reality, the majority of customers today come from Fanpages, Websites, or e-commerce platforms like Shopee and Lazada. The challenge lies in: how to make them aware of the Official Account (OA), and how to get them to click "Follow"?

• Fanpage

With a Fanpage, the quickest way is to leverage existing customers – those who have previously messaged or purchased from you. When a new order comes in, you can send a Zalo ZNS message to confirm, thank them, and direct them to your Official Account.

• E-commerce platform

On e-commerce platforms, customers can easily buy products but also easily compare them with competitors. After a transaction, businesses almost lose contact. This is why Official Accounts (OAs) are important: to keep customers within your own channel for continued customer care.

• team

On your website, instead of just sending order confirmation emails or SMS, you can now use Zalo ZNS to send automatic notifications. Adding an Official Account (OA) chat box to your website is also a way to generate organic leads and improve conversion rates.

• Advertisement

Advertising is also a way to increase interest, but the cost is often high. Experience shows that OA advertising should not be considered the primary channel, but only used as a supplement.

• Zalo ZNS

Finally, there's Zalo ZNS – an extremely effective tool if your business already has existing customer phone number data. ZNS messages are cheaper than SMS, allow for two-way customer feedback, and can directly direct users to your Official Account (OA) or website.

Zalo ZNS message

Step 3: How to create an order from Zalo OA?

Attracting customers to your Official Account (OA) is just the beginning. To increase conversion rates, you need to optimize the features within your OA by following these steps:

1. Optimize the Menu Bar

• Many businesses overlook this part, leaving customers visiting the OA without knowing what the brand is selling.
• Add buttons like “Discount,” “Offer,” or “Visit Shop” to quickly guide customers to important products or promotions.

2. Create a chatbot for the Official Account.

• Visit chatbot.oa.zalo.me to register for the chatbot.
• Chatbots help increase interaction, provide 24/7 customer support, and deliver a professional experience.
• You can set up various automated scenarios, from welcome messages to answering frequently asked questions.

Create a chatbot for your Official Account.

3. Send a Broadcast message

• This is an important tool for sending mass messages and closing deals quickly.
• An effective broadcast needs an engaging title and eye-catching banner, as 60-70% of attention comes from visuals.
• Next comes the content of the article; the quality of the message will determine the conversion rate.

Zalo Broadcast messages

4. Leveraging Zalo Shop

• For business accounts only, with a subscription fee of 660,000 VND/6 months.
• Many customers still have the habit of searching for products on Zalo Shop just like on Shopee.
• This is a sustainable channel for sales, and it can also incorporate promotional messages that lead customers directly to the shop.

Conclude

Zalo OA isn't a platform with overly complex features, but when used correctly and effectively, it becomes an extremely powerful tool for attracting new customers, maintaining long-term relationships, and boosting sales.

Especially in Vietnam – a market where Zalo remains the most popular messaging app with tens of millions of users – Official Accounts (OAs) are an effective "bridge" that helps businesses both retain existing customers and expand their potential customer base.

If your business hasn't yet leveraged Zalo OA, now is the perfect time to start and gain a competitive edge.