Shopee strengthens its presence in Malaysia with enhanced operational and logistics investments, catering to the needs of digitally savvy buyers, particularly Generation Z. The platform’s focus on seamless customer service experiences, expedited delivery options, and comprehensive returns policies underscores its commitment to providing safe and convenient online shopping experiences.
3 April 2024 – Shopee, the leading e-commerce platform in Southeast Asia and Taiwan, reinforces its commitment to operational and logistics investments in Malaysia, bolstering its position as the top marketplace in terms of average monthly active users and total time spent in-app. A recent study conducted by Shopee in collaboration with Kantar unveiled that a significant 70% of the platform’s buyers across Southeast Asia fall within the Generation Z demographic, spending an average of 30 minutes daily on the app.
Throughout 2023, Shopee focused on enhancing fundamental capabilities tailored to digitally savvy buyers, particularly in Malaysia. This included the introduction of faster and more flexible delivery options such as Next Day delivery and Instant Delivery, along with an expansion of Shopee collection points for convenient self-collection.
Malaysian users engaged with Shopee’s customer service team approximately 9.5 million times in 2023, with an impressive 98% success rate in resolving queries within 30 seconds. The platform achieved an outstanding 80% customer service satisfaction rate, the highest across industries.
Sophie, Shopee’s proprietary AI chatbot, played a pivotal role as the first point of contact for Malaysian users, demonstrating an enhanced ability to recognize intents, anticipate queries, and provide localized solutions. In 2023, Sophie doubled its successful closure rate, resolving 80% of cases satisfactorily before routing them to live customer service agents.
To manage the influx of queries effectively, Shopee optimized its customer service team, bolstered their training and processes, and implemented incentives for good performance. These efforts resulted in end-to-end resolutions across various complexities taking less than a day and a near-zero abandonment rate by the end of 2023.
Looking ahead to 2024, Shopee continues to elevate its logistics ecosystem, collaborating with partners like SPX to ensure faster shipping to buyers. The platform aims to ship 95% of orders on the same day by expanding warehouse facilities and operating seven days a week.
Furthermore, Shopee has introduced a comprehensive returns policy, offering Malaysian shoppers confidence when making online purchases. This includes expedited Return Refunds processes and an expanded Change of Mind free returns policy, providing added flexibility during the 15-day Shopee Guarantee period.
A #ShopSafeWithShopee survey revealed that nine out of ten Malaysian shoppers utilize platform features like Shopee Live demos and seller chat to ensure safe online transactions, highlighting the effectiveness of Shopee’s initiatives in building trust and convenience for its users.
