- Superior customer service and optimised storefronts drive economic inclusion
Shopee Super Awards 2022 Milestone study finds many Malaysian retailers surpassed market expectations in the last 12 months. Due to improved levels of customer care and optimised storefronts, over 145,000 local vendors saw a 25% increase in year-on-year sales on Shopee from October 2021 to September 2022. Beyond the local network of talents and gig workers employed, many platform sellers care for more than three family dependents on average, fulfilling Shopee’s purpose of employing technology to benefit the needy.
Additionally, Shopee encourages economic inclusion by integrating and enhancing the skills of over 251,000 local vendors who began selling online this year. These platform entrants used its powerful ecosystem and cutting-edge features to swiftly develop their operations and open up new online marketplaces. Among them, nearly 140 new merchants made over RM 500,000 in sales the previous year. With shop ratings of over 4.8 (out of 5), a fulfillment record of 97% that was completed on time, and a quick customer chat response rate of 116 minutes.
“I value Shopee’s straightforward interface and large user base. We have managed to reach a record-high of 600 daily orders. This amount of orders can only be reached by selling online. We put a lot of effort into finding the best methods to pack our products and maintain our timely chat response rate. Good ratings are of utmost importance in building customer trust,”
shared Frederick Thoo, one of the record breakers of IFS1212 store.
Beyond new sellers like Thoo, long-term Shopee vendors also find that a positive customer experience is beneficial for long-term success. Since opening their businesses on Shopee in September 2022, more than 2,100 local vendors have generated over RM5 million in sales thanks to their capacity to keep repeat consumers and save marketing expenses. These vendors consistently maintained 4.9 (out of 5) ratings over the course of the previous year, had speedy chat response times of 125 minutes, and dispatched over 99% of their orders on schedule.
Thanks to Shopee’s hyper-localised platform and e-commerce promotions, over 1,700 local vendors of real Made-in-Malaysia items have made RM1 million in sales since listing on the marketplace. With an average shop rating of 4.9 out of 5 and 98% of orders shipped on time, these homegrown entrepreneurs supplied quality goods that appeal to Malaysians’ local preferences.
“We are humbled to see how far our community of sellers, brands, and talents have come on the marketplace ahead of our 15th of December Shopee Super Awards. It’s thanks to their collective hard work and all the wonderful shopping experiences they are creating for buyers online that Shopee ranks first in the YouGov Best Brand Ranking in Malaysia and also won gold for Kantar’s Strongest Malaysian Brand in both ‘General Retailers’ and ‘Lifestyle App’ categories. They inspire us to continuously innovate and invest in our marketplace ecosystem to give back to the community by providing a wide range of choices at the lowest prices.”
— Kenneth Soh, Head of Marketing Campaigns at Shopee Malaysia
Shopee has created educational KOL masterclasses and Shopee Influencer Fest in addition to free education for seller communities through Shopee University and Seller Summit in order to scale influencers and promote their growth alongside sellers. Local influencers have been shown to reach broader audiences and increase customer engagement, according to studies conducted by Shopee earlier this year.
“Consumers value recommendations from authentic voices. I can see the trend of people having higher trust in third parties reviews compared to advertising on TV or radio. My product review videos can be seen as a bridge between sellers and buyers. On one hand, increasing the visibility of sellers’ products; on the other hand, helping my audiences to make informed purchase decisions.”
— Eizuwan Eizuddin, whom believes the symbiotic relationships between sellers and influencers
On 15 December 2022, the Shopee Super Awards ceremony will recognise the best performing sellers, brands, and influencers of the year across industry categories. Winners of highly anticipated e-commerce awards such as “Super Growing Seller,” “Super Operational Performance Brand,” and “Super Live Streamer” will be announced. Malaysians can support their favourite brands, sellers, and talents by visiting https://shopee.com.my/m/shopeesuperawards2022.