Smart Spending Redefined: Malaysian Shoppers Now Balance Price with Quality

Malaysians are still watching their wallets - but they’re also watching livestreams and product videos before making a purchase. According to Shopee’s latest consumer survey*, while 42% of respondents still value discounts and low prices, a greater number - 58% - now prioritise product quality and seller credibility when deciding if something is truly worth it.

This emerging trend of smart spending signals a new chapter in e-commerce: shoppers remain price-conscious, but they’re no longer buying blindly based on discounts alone. Instead, they are leveraging Shopee’s trust-building tools such as Shopee Live and Shopee Video, affiliate content, and trusted reviews to find the right balance between affordability and quality. Smart shoppers are more intentional, using digital tools to stretch every ringgit and ensuring valuable purchase decisions.

Validating Product Quality Through Social Proof

While price remains a key motivator, today’s shoppers aren’t just chasing discounts - they investigate product quality from readily available tools before buying.

Around 60% of Malaysians use built-in features like daily vouchers, cashback offers, Shopee Coins, and the ‘Lagi Murah’ tag to find the best deals. In fact, 79% of respondents reported stacking vouchers to maximise their savings, while 40% actively searched for the ‘Lagi Murah’ tag to ensure they’re getting the lowest possible price. But here’s what’s new: shoppers are complementing these tools with deeper research and validation features, especially Shopee Live and Shopee Video.

Nearly 83% of users now use Shopee Live to help them decide what to buy. These livestreams provide more than just entertainment - with real-time demos, authentic seller interactions, and exclusive deals - they create a sense of trust that static product listings can’t replicate. It’s not just about what is cheapest, but why it’s worth buying.

Short-form content, like Shopee Video, serve as quick, credible reviews that further build buyer confidence. Around 70% of respondents trust creator recommendations, especially when backed by strong seller ratings and verified user reviews. And when trying out new products or new sellers, nearly half of all respondents consider seller ratings and buyer reviews as their most important reference point. This shows a growing demand for social proof and transparency where product value includes social validation.


Redefining “Worth It”: Quality + Affordability = Smart Spending

This emerging trend marks a lasting evolution in Malaysian online shopping habits. Today’s consumers aren’t just clicking on the cheapest item - they’re evaluating, comparing, and looking for proof of product quality. That means offering compelling deals and investing in real-time engagement, informative content, and trust-building experiences.

In response to the rise of smart shoppers, Shopee is actively expanding its affiliate ecosystem from driving more short-form content through Video Missions, nurturing high-quality creators via the Content Creator Club, and facilitating targeted affiliate matchmaking for sellers and brands. These efforts are beginning to show meaningful impact: in the recent Raya Bersama Shopee and 5.5 Fashion & Beauty Festival, affiliates contributed 1 in 3 orders, underscoring their powerful role in driving conversion through trusted, relatable content. This ongoing development reflects Shopee’s commitment to equipping shoppers with richer, trusted content that supports smarter purchase decisions, ultimately helping sellers grow and contributing to long-term digital economic progress.

This commitment is already delivering tangible results for local sellers like Mohd Naimran Nordin, founder of Adnaa, a brand known for elegant and affordable traditional wear. During the Raya Bersama Shopee campaign, Adnaa’s sales grew by 170% through the use of Shopee’s content-driven tools like Shopee Live and Shopee Video which Naimran shared, “brought our designs to life, helping customers see the quality and fit in real-time.” During the campaign Adnaa saw orders grow across all features from Shopee Live (116%), Shopee Video (281%), and most impressively affiliate content (227%).

Adnaa’s success reflects why Shopee is doubling down on content and community. “Today’s shoppers are more informed than ever,” says Tan Ming Kit, Head of Marketing at Shopee Malaysia. “They’re not just looking for the lowest price - they’re looking for confidence and meaningful value. That’s why we’ve invested in tools like Shopee Live, Shopee Video, and driving affiliate content. We want to empower Malaysians to shop smarter and give sellers more ways to drive conversions through building credibility and connecting meaningfully.”

This shift in smart shopping marks a lasting change. For brands and sellers, value is no longer just about price. It’s about layering affordability with trust.


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Shopee Affiliates Drive Brand Success: One Million Videos Generated & 4X Livestream Growth in 10.10 Brands Festival

 Shopee Affiliates Drive Brand Success: One Million Videos Generated & 4X Livestream Growth in 10.10 Brands Festival

• New Shopee Mall brands achieved 36X growth uplift, 13X orders increase on 10.10

• Malaysians Save Over RM70 Million with 25 Million+ Shopee Live Vouchers Claimed

Shopee Affiliates were a key success driver for brands as trusted livestreamers and content creators generated close to one million Shopee Videos during Shopee Malaysia’s 10.10 Brands Festival—a 34X increase compared to a typical day, driving overall sales growth for Shopee Mall brands on the platform. As a whole, new and existing Shopee Mall brands experienced a total of 8X growth uplift, and 6X increase in orders, when compared to an average day as Shopee Affiliates continues to help local brands grow through interactive content and personal shopping experience. 

Top brands featured by Shopee Affiliates included SKINTIFIC, Glad2Glow, Panda Eyes, Dr. Cardin, and Masdora,  based on order volume.

New brands on Shopee Mall participating in Shopee Malaysia’s 10.10 Brands Festival for the first time saw their sales grow 36X when compared to an average day. These brands also saw their campaign day orders increase by 13X, fueled by increased Shopee’s commitment to Lowest Price Guaranteed, exclusive promotions, and high visibility through Shopee’s in-app features, such as Shopee Live and Shopee Video, and support from Shopee Affiliates.

“This 10.10, Shopee Live has showcased its capability as a strategic hub for sellers to interact better with consumers as we see a 2X uplift of brands livestreaming during 10.10 as compared to an average day. Over 25 million Shopee Live vouchers and more than 21 million Shopee Coins were claimed during the campaign period, attributable to increased user engagements on livestream. We are also thrilled to report that Shopee has helped Malaysians save more than RM70 million through enticing platform- and store-wide vouchers,” said Tan Ming Kit, Head of Marketing and Business Intelligence at Shopee Malaysia. 

Shopee also observed a growing consumer interest in women’s fashion and beauty products, with Health & Beauty, Home & Living, and Groceries & Pets leading in spending this 10.10. Top product categories included skincare products, home improvement tools, and supplements, while top searches featured power banks, sandals, blouses, slippers, and mobile phone accessories.

Shopee's 10.10 Brands Festival has once again highlighted its commitment to empowering brands and driving substantial sales growth. The event provided a dynamic platform for local and international brands to connect with consumers, showcase their products, and maximize their reach. Shopee is dedicated to fostering a vibrant e-commerce ecosystem in Malaysia, supporting brands in their growth journeys, and enhancing the overall shopping experience for consumers.

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Shopee Empowers Over 100,000 New Local Entrepreneurs in 2024

Shopee Empowers Over 100,000 New Local Entrepreneurs in 2024

Study Reports 113% Surge in Shopee Live Adoption, 65% Increase in East Coast Live Sellers

Shopee’s ‘Sayangi Malaysia, Jom Rai Lokal 2024’ study reveals a significant milestone in the Malaysian e-commerce landscape: over 100,000 entrepreneurs joined the Shopee ecosystem in 2024. This substantial increase reflects the rising acknowledgement of e-commerce as a vital and sustainable business model in today’s rapidly changing digital market.

“The impressive growth of Malaysian entrepreneurs on our platform this year is a testament to their proactive embracing of digital opportunities. Shopee remains dedicated to providing local Malaysian businesses with the essential resources including Affiliate Marketing Solutions, third-party logistics services, and Shopee Live to thrive in today’s competitive e-commerce landscape. We are proud to play a part in the journey for local enterprises to broaden their reach, optimise their operations, and achieve growth in this ever-evolving economy,” said Ming Kit Tan, Head of Marketing and Business Intelligence at Shopee Malaysia.

Shopee Live has emerged as a powerful instrument for local entrepreneurs, with a 113% increase in new sellers live streaming in 2024. This rise shows Shopee Live's growing importance as Malaysia's go-to platform for live commerce. Local sellers recognise Shopee Live’s interactive features that facilitate direct customer engagement, allowing them to build stronger, lasting relationships. The platform’s ease of entry and real-time feedback mechanisms are proving crucial in helping businesses stand out in a competitive marketplace, create meaningful connections with their customers, and reach nationwide audiences. The adoption of Shopee Live as a key business strategy is clear, with local sellers conducting over 1.4 million livestreams and receiving more than 27 million unique comments from users this year.

Petals Malaysia, a Selangor-based hair care brand, joined Shopee in 2021 to offer sustainable, wudhu’-friendly, Made-in-Malaysia products tailored to local preferences. Before joining Shopee, their market presence was limited to retail outlets, restricting their exposure and visibility. "Shopee provided access to a vast online audience, significantly expanding our market reach," said Khairul Azman, Founder of Petals Malaysia. "Shopee Live has also transformed our customer engagement. Through live sessions, we directly interact with shoppers, answer their questions in real time, and effectively showcase our products. This immediate engagement builds trust and drives purchases. We also use live polls and Q&A sessions to involve viewers, gather feedback, and enhance the overall shopping experience." Petals has sold over 26,000 units of their best-selling halal hair dye ‘Hair Color Shampoo’ since 2021.

The study also highlights a 65% increase in Shopee Live sellers from Malaysia’s East Coast, reflecting the platform’s success in helping local businesses expand their reach across the country. This underscores Shopee’s commitment in helping entrepreneurs from less urbanised regions to grow with e-commerce. East Coast sellers are using Shopee Live to build brand loyalty and deepen customer engagement, helping the platform create more opportunities for aspiring business-owners across Malaysia.

Shopee’s top 500 locally-owned enterprises have achieved an average of 50% year-on-year growth in 2024, demonstrating the platform’s effectiveness in driving business expansion. This success highlights the strength of Shopee’s ecosystem and its role in helping sellers innovate and grow. The ‘Sayangi Malaysia, Jom Rai Lokal 2024’ study also shows Shopee’s commitment to supporting local businesses and growing the digital economy. Shopee continues to be an important partner for homegrown businesses, offering tools and services that help sellers achieve new levels of success.

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Shopee Discovers 93% of Malaysian Women Seek Inclusive Muslimah Fashion

Shopee Discovers 93% of Malaysian Women Seek Inclusive Muslimah Fashion

74% of Shopee Users Prioritise Clothing Accommodating Age, Size and Body Type

 

Shopee, the leading e-commerce platform in Southeast Asia & Taiwan, is at the forefront of providing inclusive Muslimah fashion options for Malaysian women. Shopee’s Gaya Lagi Lit Inclusive Fashion Study revealed that a staggering 93% of respondents prioritise finding Muslimah and inclusive clothing options on the platform. This isn't just a preference – nearly all respondents (98%) expressed confidence in Shopee meeting their needs for this specific style. These findings solidify Shopee's position as the go-to destination for Muslimah fashion that caters to a wide range of styles and body types.

Nearly three-quarters (74%) of respondents identified inclusive clothing that accommodates age, size, and body type as their top priority. Additionally, 16% seek modest clothing suitable for all activities, highlighting the need for versatile pieces that fit seamlessly into their lifestyles. The remaining 10% expressed interest in sustainable materials and clothing designed for special needs, showcasing a well-rounded understanding of the evolving Muslimah fashion landscape.

“At Shopee, we recognize the deep desire among Malaysian women for Muslimah fashion that reflects their unique styles and empowers them to express themselves confidently. Our Gaya Lagi Lit Inclusive Fashion Study underscores this need, with 99% of our respondents emphasising the importance of finding options for diverse body sizes and styles. We're committed to empowering users with wider clothing ranges that celebrate all body types,” commented Ming Kit Tan, Head of Marketing and Business Intelligence at Shopee Malaysia.

The survey also revealed a strong sense of community and support for local Malaysian Muslimah fashion businesses. A remarkable 97% of respondents consider it very important to support local SMEs such as Ariana Exclusive, Desince, Garden Store, Hany Shop, Indah Pesona, Le’Fonse, Marvelry, Muslimin and Muslimah, and Syifa Exclusive, that prioritise inclusivity and diversity in their designs. This not only empowers local businesses but also strengthens the Malaysian fashion scene and economy.

Empowering Women Through Fashion: The #ShopeeHaul Gaya Lagi Lit Collection

Shopee's commitment to empowering Malaysian women through fashion extends beyond its core platform offerings. The recent launch of the 7.7 #ShopeeHaul Gaya Lagi Lit collection further exemplifies this dedication. This curated capsule wardrobe caters to a variety of styles and personalities, allowing women to express themselves confidently and dress for any occasion.

The collection features three distinct styles:

• Warna Lit Lit: The look for a bold and daring woman with a unique sense of style. It features statement pieces and encourages creative colour combinations to showcase individuality.

• Every Body Cantik: This look celebrates inclusivity and body positivity. It offers flattering silhouettes and versatile pieces that empower women of all shapes and sizes to feel beautiful and confident.

• Girl Boss: This embodies the spirit of the modern Malaysian woman – strong, independent, and driven. It features stylish and comfortable pieces perfect for work or everyday wear.

Malaysian women also turn to Shopee Live when looking for outfit inspiration and styling tips. A significant 86% of respondents consistently engage with Muslimah and inclusive fashion sellers and content creators on Shopee Live, discovering new ways to style their favourite garments and express their unique personalities.

Shopee's study paints a clear picture: Malaysian women seek a diverse and inclusive Muslimah fashion landscape. Shopee is demonstrably leading the way in this regard, offering a platform that caters to a wide range of needs and styles, along with collections like #ShopeeHaul Gaya Lagi Lit that empowers women to embrace their individuality and confidence. With this in mind, Shopee enhances the Muslimah fashion experience with faster deliveries (On-Time Guarantee) and convenient pick-up points (Shopee self-collection). Shopee’s hassle-free return policy (15 Days Free Returns, No Questions Asked*) empowers confident exploration of diverse styles.

Learn more about Shopee’s Muslimah and inclusive fashion offerings while shopping RM1 Super Seringgit Fashion Deals this 7.7 Mega Fashion Sale: https://shopee.com.my/m/7-7 

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Bayu Somerset Fosters Baju Kurung Love Through Shopee Live

  Bayu Somerset Fosters Baju Kurung Love Through Shopee Live

Beyond Raya: Bayu Somerset Redefines Traditional Clothing for Everyday Style

Bayu Somerset, a pioneering fashion brand breathes new life into the local fashion scene with their vibrant designs and inclusive vision. Founded in 2021 by Diana Kamalul and Emir Fauzi, a former banker couple, Bayu Somerset was born from a desire to fill the gap for funky and colourful baju kurung. Traditionally dominated by understated aesthetics, Bayu Somerset offers unique pieces accessible to all, regardless of age, background, skin tone, size, occasion, or season.

While maintaining their five physical stores, Bayu Somerset has become a rising star in the e-commerce world. Now entering their third year online, they've embraced the challenges and constant learning that come with the digital landscape. Driven by the need to adapt, Emir, highlighting their tech-driven approach, emphasises their focus on keeping up with current trends like livestreaming and affiliate marketing.

"Transitioning to e-commerce required a lot of learning and adaptation, especially keeping up with current trends," says Emir. "It demanded significant resources, but the potential benefits for the company and brand were undeniable. Shopee was definitely critical in helping us navigate the challenges of going online. They not only helped entice customers to buy but also exposed our brand to a wider audience. Brand exposure is vital in the e-commerce world, and the stability of the Shopee platform is something I truly value."

Bayu Somerset takes a dynamic approach to Shopee Live, broadcasting eight hours a day, two hours per session, regardless of the season. This strategy ensures consistent customer engagement that transcends seasonal peaks like Raya. While acknowledging the tenfold sales increase during Raya, Bayu Somerset prioritises sustainability over seasonal reliance. Aligned with their ethos of promoting baju kurung for everyday wear, Bayu Somerset introduces at least two new collections monthly, with sizes available up to 5XL to ensure inclusivity.

During their Shopee Live sessions, hosts passionately discuss the wearability of the garments, highlighting the breathable cotton fabric perfect for Malaysia's climate. With affordability in mind, they offer pieces as low as RM79, without compromising quality. During Ramadan month, the hosts also showcase the Raya collection, which consists of eight diverse collections featuring six to ten patterns each, including kidswear and menswear. These designs boast inspirations from Malaysian culture alongside fun cultural fusions like Moroccan, Mexican, and African influences. Additionally, a recent collaboration with local illustrator Arina Azhar brings a whimsical vibe to their offerings, adding an exciting twist to their collections.

Customer reviews and Shopee Live comment sections overflow with enthusiasm for Bayu Somerset's baju kurung. One satisfied customer exclaims, "I wore my Bayu Somerset baju kurung while gardening! It's so versatile, I love it!" Another shares, "I often wear mine to the supermarket and for cafe hopping. The fabric is light but durable, perfect for daily wear." These live sessions go beyond product showcases; they foster a community around comfortable and versatile fashion.

Bayu Somerset actively engages with customers through Shopee's features like Shopee Coins and vouchers, enriching the shopping journey. Offering discounts and rewards incentivizes repeat purchases and builds customer loyalty. Furthermore, their participation in Shopee's Raya campaign including the livestreamed #ShopeeRaiLokal Raya Stail Kita fashion show watched by over 70,000 Malaysians, leverages the platform's extensive reach during festive seasons to showcase their latest collections and offer special promotions. By strategically utilising Shopee's features and campaigns, Bayu Somerset amplifies brand visibility and elevates the customer experience.

Additionally, Diana elaborates on the brand's success with the Shopee Affiliate program: "We've seen a significant impact from affiliates who actively promote Bayu Somerset on social media platforms, particularly the X app. These affiliates play a crucial role in enhancing our brand credibility through their testimonials, shared experiences, and endorsements, ultimately driving sales conversion." By leveraging the Shopee Affiliate program, Bayu Somerset effectively spreads the message about their brand values, affordable pricing, and unique designs, expanding their reach and market impact.

Bayu Somerset isn't resting on its laurels. Fueled by their entrepreneurial spirit, Diana and Emir offer a roadmap for aspiring e-commerce sellers: "Maximise Shopee's features like Live sessions and the Affiliate Program to amplify brand exposure," Diana suggests. "Adapt winning strategies from other platforms to Shopee Live and see what resonates with your audience." Emir emphasises the importance of continuous adaptation: "Staying updated with current trends and adapting to the ever-changing e-commerce landscape is crucial for relevance and competitiveness. Continuously evolve your strategies to stay ahead of the curve."

In just three years, Bayu Somerset has become a cornerstone of the local economy and community, employing 60 full-time staff and 30 part-time staff, with 95% of them being women. The brand has sold over 8,500 pieces on Shopee, with the Merdu Kebarung in Cream color emerging as the bestseller. With almost 30k followers on Shopee and a stellar 4.9-star rating, the brand continues to thrive and resonate with its growing customer base.

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Male Entrepreneur Builds Beauty Empire on Shopee Live

Male Entrepreneur Builds Beauty Empire on Shopee Live

Mikaseries Leverages Livestreaming to Foster Engagement and Inclusivity on Shopee

Mikaseries, the brainchild of Shopee Celebrity Squad member Zoey Rahman, has thrived for six years on the Shopee platform, rooted in entrepreneurship, innovation, and inclusivity. Inspired by his experience as an artist observing the demand for long-lasting makeup solutions in the film industry, Zoey leveraged the dynamic capabilities of Shopee Live to transform the beauty and cosmetics shopping experience, dispelling misconceptions and championing diversity in the industry.

Mikaseries debuted in 2018 alongside Zoey's induction into the Shopee Celebrity Squad. Despite the challenges inherent in entering a competitive market, Zoey received invaluable support from Shopee as he navigated his e-commerce journey.

"Shopee Live has truly been transformative," Zoey reflected. "It's not just about showcasing products; it's about fostering meaningful dialogue and empowering consumers to make informed choices. Through interactive sessions, I've had the opportunity to address concerns, highlight product benefits, and champion the message that beauty knows no gender. Mikaseries embodies more than just cosmetics; it's about embracing individuality, promoting skincare as a priority, and making beauty fun and accessible for everyone."

He continued, "During Shopee’s sales campaigns like 11.11 and 12.12, Shopee Live helps me tap into increased user activity, drawing more viewers to my sessions. Initiatives like exclusive Shopee Live vouchers and Shopee Coins further amplify their excitement, driving traffic to these events. The platform's interactive features seamlessly complement Shopee's real-time customised shopping suggestions, significantly boosting Mikaseries’ conversion rates. Thanks to Shopee Live, we have experienced remarkable upticks in viewership, growth, and sales."

Leveraging the power of Shopee Live, Mikaseries has seamlessly integrated live streaming into its marketing strategy, nurturing deeper connections with customers and fostering a sense of community. The brand maximises Shopee Live with three daily sessions, each lasting two hours, sometimes personally hosted by Zoey. This engagement builds strong connections with customers, enhancing the brand's reputation and driving sales.

Mikaseries also benefited from Shopee's comprehensive support system, including resources like Shopee University and Seller Education Hub. These channels provided essential seller education, equipping Mikaseries and others with the necessary skills to excel in the competitive e-commerce landscape. By leveraging these resources and tools, Zoey successfully navigated the challenges of the cosmetics industry and established Mikaseries as a reputable brand on the Shopee platform.

Mikaseries prides itself on offering inclusive beauty solutions suitable for all genders. Its signature product, the saffron-infused serum, MIKA ULTRA SERUM - BOOSTER, sold over 4,700 on Shopee, is meticulously formulated to combat free radicals, promote skin rejuvenation and healing, and hydrate the skin for a radiant complexion. Additionally, Mikaseries makeup, such as the popular Mikadation foundation, with over 15,000 units sold on Shopee, offers lightweight and versatile solutions suitable for both men and women, whether they opt for a heavier or lighter application.

In line with its unwavering commitment to continual growth and innovation, Mikaseries extends its offerings beyond beauty products, as showcased by its recent foray into fashion with the debut of Mikawear's Indra Exclusive at Shopee inaugural #ShopeeRaiLokal Raya Stail Kita fashion show on 5 March.

During the livestreamed fashion event, watched by over 70,000 viewers across Malaysia, Mikaseries unveiled its Mikawear’s Indra Exclusive Raya Collection featuring Baju Melayu Indra and innovative instant Sampin Indra, inspired by a fusion of modern elegance and traditional heritage. These contemporary interpretations of classic silhouettes incorporate the classic ‘cekak musang’ neckline with innovative hidden buttons for added convenience and versatility.

"What better way for me to introduce my new venture to the world than through Shopee Live events? I trust the platform's interactive nature, coupled with its extensive user base and campaign-driven initiatives, which has been instrumental in driving growth and fostering lasting connections with consumers,” remarked Zoey.

Headquartered in Cheras, Kuala Lumpur, Mikaseries boasts a passionate team of eleven and a loyal following of over 109,000 Shopee fans. With plans to continue expanding its product range and reaching 200 physical stores by year-end, Mikaseries continues to redefine beauty and style for all.

MIkaseries’s Baju Melayu Indra paired with Sampin Indra showcased during #ShopeeRaiLokal Raya Stail Kita fashion show

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Shopee Retains Top Spot in Malaysia in 2024 with Laser Focus on Gen-Z

Shopee Retains Top Spot in Malaysia in 2024 with Laser Focus on Gen-Z

Unveils Faster Delivery, Enhanced AI Chatbot, and Industry-Leading Customer Service

Shopee, the leading e-commerce platform in Southeast Asia and Taiwan, doubles down on operational and logistics investments in the country as it maintains its #1 marketplace position by average monthly active users and total time spent in-app. Shopee’s commissioned study with Kantar revealed recently that 70% of the platform’s buyers across Southeast Asia are now 32 years old and below (Generation Z), spending an average of 30 minutes on its app daily*.

Over 2023, Shopee enhanced fundamental capabilities to create seamless and safe experiences targeted to these digitally savvy buyers. This included providing Malaysians with faster and more flexible delivery options, such as Next Day delivery, Instant Delivery, and increased Shopee collection points for self-collection.

Shopee’s Customer Service Team Empowered to Problem Solve with Dashboards

Malaysian users shopping or selling on the app contacted Shopee’s customer service team 9.5 million times with questions in 2023 — these cases were resolved within 30 seconds 98% of the time with success — and with 80% customer service satisfaction rate, the highest across industries.

The first point of contact for most Malaysians has typically been with Shopee’s proprietary AI chatbot, affectionately named Sophie (after the company’s mascot). Sophie’s neuro-linguistic programming was enhanced to help users along the way by recognising relevant intents, anticipating queries based on users’ live interactions, and providing more granular solutions based on a localised management playbook. In 2023, Sophie’s successful closure rate doubled, such that it resolved 80% of cases satisfactorily from 18 million chats handled before routing them to live customer service agents.

On this front, Shopee optimised the number of customer service agents available, and boosted their processes, training, and incentives so that even with the volume of questions throughout peak e-commerce shopping periods, end-to-end resolutions across cases of various complexities took less than a day to resolve and abandonment rate (dropped calls) were nearly zero at the end of 2023.

In fact, Shopee’s customer service agents received one of the best in market monthly incentives for good performance. They were also equipped with SOP Assistant Tool that empowered front line agents to solve more cases based on internal information and turned them into decision making experts using first-party CRM data across the platform.

Shopee’s Customer Service Team Celebrates Record User Satisfaction Rates 

Shopee’s customer service team often receives personalised feedback such as, “Very fast response from the team. Thanks a lot. I preferred using Shopee [over competitor], due to its simpler refund process. Thanks Shopee ❤️” and “I appreciate your hard work! Customer service strives for prompt and efficient response. Thank you for acknowledging my concerns.”

“Users should use the Shopee Guarantee period wisely to track the status of their shipments and then check whether the products delivered meet their requirements. If users cannot use Seller Chat to resolve any issues with sellers directly, they should contact Shopee’s customer service agents directly. Shoppers can also report products using the Menu for seller features tab in the right corner of any product listing in order to help keep the community safe, as Shopee holds all sellers to high standards of responsible selling,’ explained Sern-Li Lim, Head of Operations at Shopee Malaysia.

In 2024, Shopee continues to enhance the capabilities of its logistics ecosystem to support faster shipping to buyers. Shopee’s logistics partner SPX has expanded warehouse facilities and will operate seven days a week. Shopee is also working closely with brands, sellers, and partners to aim for 95% of orders to be shipped out in the same day.

Moreover, Shopee has spearheaded a comprehensive and fuss-free returns policy to give millions of Malaysians confidence when looking to check out their desired products, including high-value goods, that they cannot touch or feel when shopping online. First, by enhancing the Return Refunds process so that it is much easier and shorter, completing in only two and a half days (compared to the retail industry sector benchmark of seven days), with two times more drop-off points and doorstep pick-up option. Second, by expanding its Change of Mind free returns, no questions asked policy from 19 March 2024 for more products and items, providing additional flexibility throughout the shopping journey during the 15-day Shopee Guarantee period.

A #ShopSafeWithShopee survey of 1,000 Malaysian shoppers aged 18 and above found that nine out of ten utilise platform features like Shopee Live demos, seller chat, Shopee Mall's Authentic Deals circle, and Shopee Guarantee to ensure safe online shopping transactions**.

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Shopee’s 2024 Fashion Show, ‘Raya Stail Kita’, Celebrates Malaysia’s Golden Age of Culture

 Shopee, the leading e-commerce platform in Southeast Asia and Taiwan, on 5th March 2024, unveiled its #ShopeeRaiLokal Raya Stail Kita fashion show on Shopee Live, to inspire Malaysians nationwide to dress well and buy local. Themed ‘Tarakucha Retro’, Shopee collaborated with long-term sellers, celebrities, and influencers to style Malaysians for three 2024 trends this Raya: kek lapis, burnt orange, and nostalgia with a twist. 

“This fashion show is a love letter to the golden days of P. Ramlee and Saloma,” said Shopee Head of Marketing, Kenneth Soh. “By design, fashion and beauty on Shopee are deliberately wholesome and inclusive for all Malaysians who need to balik kampung, pay respects to their elders, and attend Raya celebrations all over the country with dignity. With Raya Stail Kita, Malaysians can now dress with style and support their local sellers.”

A departure from run-of-the-mill fashion shows, Shopee’s runway slowed down the models’ catwalks to teach audiences nationwide how different garments could be styled from a variety of brands for each look to coordinate with their whole families. 

Ten Shopee muslim fashion sellers, namely Asikin Ahmad, Liyana Collection, Adnaa, Indah Pesona, Hernes, Inhanna, Zoe Arissa, Panda Eyes, Bayu Somerset, and Mikaseries by Zoey Rahman. Habib Jewels joined forces in the spirit of gotong-royong to sponsor outfits and accessories to complete the looks. 

Sponsoring brands lending their generosity to the event included beauty and skincare names such as Y.O.U, SimplySiti, Silkygirl, Wardah, Papa Feel, Mikaseries, lemooc, Emina, Dazzle Me, barenbliss, Alha Alfa, and AISASEA.

Body positive model Hikma Al Hassan headlined Shopee’s inclusive and affordable looks that were curated based on how Malaysians are shopping for their Baju Raya online. With its first look, Kek Lapis, Shopee called for Malaysians to experiment with unconventional layering of colors, prints, and textures. As popularized by Intan Najuwa at her wedding recently, Shopee then presented various ways to dress Burnt Orange this season for both men and women of various skin tones. The final look, Nostalgia Balik Kampung, encapsulated a rich tapestry of traditional and retro styles familiar to every Malaysian.

Kiffy Razak, Managing Editor of NONA, Hijabista, and Mingguan Wanita,  gave her styling advice on how Malaysians could tap into popular trends and dress up these looks: “Incorporating a dash of kek lapis color blocking, lively yet chic orange or nostalgia in one’s ensemble while integrating a bit of glam and a classic touch to perfect the look will provide an excellent nod to Raya trends this year. More importantly, it’s about interpreting and styling it in a way that reflects your best and true self as well as respecting values and cherished traditions you hold dear in celebration of Eid.”

Shopee is dedicated to offering a diverse and wholesome range of fashion choices for the whole family. Dato’ Jovian Mandagie, a Fashion Designer who also has Shopee Celebrity Squad store on Shopee, echoes this sentiment with his expert take: “Aidilfitri is a celebration of love and victory over Ramadan, whether you're at a kampung house or a city ballroom. Dress comfortably with modesty in mind. Avoid overdressing that will lead you looking like a Christmas Tree. When choosing baju Raya, prioritize comfort, and only follow trends if they suit your personality.”

Fellow Shopee Celebrity Squad, Zoey Rahman, Malaysian Actor and Founder of Mikaseries, gave his take on how to do Raya 2024: “I prefer classic Baju Melayu featuring a cekak musang collar and concealed buttons. I will style with instant sampin that can be ready within 2 minutes to complete the look. I like this outfit idea because it is classic suitable for Raya morning.”

Raya Stail Kita study* covering Malaysian shoppers on the platform revealed that over 9 in 10 surveyed are driven to shop by coordinating looks with their whole family this Raya. Five in ten embrace the layer cake Raya trend, four in ten buy retro outfits and the remainder search burnt orange. This fashion show is the third chapter in #ShopeeRaiLokal, an episodic content platform to feature local sellers who build communities**.

This Raya season, shop worry-free with Shopee as our new Change of Mind 15-Days Free Returns feature will make your shopping experience a pleasant and peaceful one. From 19 March 2024 onwards, you can return a product for a full refund, within 15-Day Shopee Guarantee period.

Visit Raya Stail Kita microsite at https://shopee.com.my/m/raya-stail-kita and the Ramadan Bersama Shopee campaign microsite at https://shopee.com.my/m/ramadan-sale#SLM1 

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Shopee Influencers Champion Human-Centric E-commerce in 2024

Shopee Influencers Champion Human-Centric E-commerce in 2024

Content creators humanise shopping experiences nationwide

Shopee Malaysia officially unveiled the ‘Championing Inclusive Commerce 2024’ study of over 3,000 Shopee Affiliates. The study discovered that 9 in 10 Affiliates are feeling positive for their e-commerce opportunities in 2024. These affiliates are excited to humanise e-commerce with increased personalisation, engage with more users on posts and livestreams, and drive more traffic for local sellers aligned with their values.


The Rise of Human-Centric Content

When asked on the e-commerce trends they are most excited to embrace in 2024, 75% of affiliates were enthusiastic about creating more personalised content for their audiences. Shopee Affiliates want to have more authentic engagements with their audiences (30%), seek to personalise their content further through product education posts and livestreams (30%), while the remaining want to collaborate with more local businesses to drive awareness (15%).

“Our affiliates are leading the charge in humanising e-commerce, providing users with original content and ultimately, building a stronger competitive edge for our local brands and sellers. This powerful statement tells us that Malaysian consumers are craving something real. They're tired of the perfectly polished posts on their feeds. They want to connect with real people, with relatable stories, and genuine experiences,” said Kenneth Soh, Head of Marketing at Shopee Malaysia, during the launch of the study today.

Sharing on the importance of authenticity and personalisation, Shopee Affiliate Livestreamer Celeste Phuah believes that developing original content is important when building sincere relationships with their audiences. “As an affiliate livestreamer, I believe it is important to be honest and open with my audience during my product recommendation live sessions. I will share my opinions on the products they are interested in based on my own experiences. When I get questions from the audience, I do try my best to inform them on the various benefits and features about the products,” Celeste said.


Building Communities Through Two-Way Engagement

A resounding 94% of Shopee Affiliates anticipate a surge in user engagement through the power of authentic content and interactive livestreams. This data unveils a crucial shift in audience behaviour, highlighting the growing demand for genuine connections between Shopee buyers and sellers, with affiliates taking on the mantle to digitally bridge this gap.

Andrew Tay in his capacity as the Chief Operating Officer for Val Media, a digital portal that produces influential content, explained that his team is enthusiastic to see more engagements and interactions from their audiences this year. “In the last few years, we have been branching out from just doing product review articles, to creative informative videos and social media postings. It is inspiring to see the different ways Malaysians consume digital content and we look forward to creating more content that drives user engagement and traffic for our local sellers.”


Championing Local Businesses in a Digital World

When Shopee asked the surveyed affiliates on what they want to achieve this year, an outstanding 100% aspire to drive more traffic to local sellers in 2024. Additionally, 96% of them want to collaborate with more local sellers that are aligned with their values, reflecting their #ShopeeSapotLokal spirit in supporting Made-in-Malaysia products to fuel the nation’s vibrant digital economies.

“I enjoy working with local brands and sellers as I believe it is important to support our homegrown entrepreneurs. It lights up my heart when I drive traffic and awareness for a local seller selling hand-made or traditional products to my audiences. I can’t wait to collaborate with these sellers in 2024 to create family-friendly content that is aligned with my Muslim culture and values,” said Rita Zafran, Shopee Affiliate (Top Posting Creator).

Shopee Affiliates collectively believe that the age-old phrase ‘Honesty is the best policy’ rings true when adding a human touch to their product insights and brand recommendations. They want to build sincere and genuine connections with their audiences, and aim to partner more with local brands and sellers aligned with their social and cultural values.

The “Championing Inclusive Commerce 2024” study is part of Shopee’s thought leadership series. These data-driven insights showcase how Shopee Affiliates have the unique opportunity to build win-win relationships that drive customer loyalty for local brands and sellers. Further insights on Malaysian affiliates will be shared in greater detail in the coming week.


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Shopee's 12.12 Birthday Sale Offers Exclusive Prizes and Rewards

Shopee's 12.12 Birthday Sale Offers Exclusive Prizes and Rewards

Don’t Miss Out: Free Shipping, Toll-Free Joys, and Super Seringgit Deals

Get ready for the grand finale of the year's shopping extravaganza! Shopee is rolling out the red carpet for its 12.12 Birthday Sale happening from 1 December until 15 December. The event promises an array of unbeatable deals, heart-pounding games, and jaw-dropping prizes. To sweeten the deal, enjoy the added perk of free shipping with no minimum spend, making this shopping experience even more irresistible!

FREE Shipping with No Minimum Spend!

Experience worry-free shopping on Shopee, the go-to platform for no minimum spend Free Shipping vouchers releasing everyday at 12AM. Enjoy unlimited free shipping daily until 15 December and maximise your savings!

Shopee Live's Roda Shopee Game Show: A Gateway to Toll-Free Journeys!

Get ready to embark on a thrilling journey with Shopee Live's 12.12 Roda Shopee game show hosted by Datuk Aznil Hj Nawawi, featuring special guest celebrity appearances like Faezah Elai, Zara Zya, Zarina Anjoulie, Zoey Rahman, and many others. Shopee has partnered with Touch 'n Go to offer users a chance to win an entire year of toll-free travel.  To enter Roda Shopee, users need to claim their unique code from the contest’s home page and complete one livestream checkout to be included in the pool of users that will be selected raffle-style which unlock the opportunity to spin the wheel for prizes, including the grand prize of 1 Year Free Toll.

Grab Jaw-Dropping Deals at Just RM1 with 12PM Super Seringgit Deals!

Unbelievable deals and brand-name items for as low as RM1 with 12PM Super Seringgit Deals! This is your chance to indulge in a shopping frenzy like no other, with incredible savings. Don't miss out – shop now and check out at 12PM!

Irresistible Vouchers All Day Long: Up to 50% Off and Cashback Galore!

Shopee Live will be buzzing with excitement throughout the day as users can claim up to 50% off vouchers for them to shop on Shopee Live. Selected users will receive additional exclusive vouchers during the 8PM session, featuring 15% Coins Cashback and Rebate NOW for Cashback sellers.

Diamonds, Vouchers, and Quests: Shopee's Birthday Quest Unleashed!

Engage in the Shopee Birthday Quest, where daily quests earn you diamonds exchangeable for exclusive vouchers of up to RM100, turning your routine into a rewarding adventure on 12 December. For savvy shoppers, don't miss the interactive fun of Voucher Scrabble during the 8PM Roda Shopee game show on Shopee Live. Piece together exclusive voucher codes for two rebates and dive into the 12.12 Birthday Voucher Hunt, unveiling hidden keywords for four limited-time vouchers. With both promotions offering a variety of vouchers, you can maximise your savings and enjoy a dynamic shopping spree on 12.12!

Spend More, Save More: Extra Vouchers for Peak Day Shoppers!

As the festival reaches its peak on 12 December, Shopee is adding another layer of excitement to your shopping spree! Spend a minimum of RM250 and discover an extra RM50 voucher waiting to be yours to use during the 3 Days Special extended sale on 13 till 15 December. Get ready to indulge in a shopping extravaganza that will leave you feeling merry and rewarded!

Indulge in Special Member Privileges: Enjoy Exclusive Pricing and More!

Embrace a world of exclusive privileges and unlock a treasure trove of rewards by joining Shopee Mall Brand Memberships of selected official stores today! Enjoy special member items, exclusive pricing, redeem vouchers and gifts, and earn points with every purchase. Join now and elevate your shopping experience!

Explore the Pinnacle of Elegance with Shopee Premium!

Be captivated by an exquisite collection of authentic and specially curated collections, meticulously handpicked from our esteemed line of Premium brands. Immerse yourself in the exquisite craftsmanship and timeless elegance of Dyson, Habib, Kiehl's, L'Occitane, Laneige, Pandora, Paula's Choice, Philosophy, Ray-Ban, and a host of other renowned names.

So, mark your calendars, set your reminders, and get ready to shop like never before! The 12.12 Birthday Sale is supported by renowned brands and valued partners including 70mai, Abbott, Baseus, DESSINI, Kamatto, POLO HILL, Reckitt, Skechers, SKINTIFIC, SOME BY MI, TTRacing, XES Shoes, and many more. For more information, visit https://shopee.com.my/m/12-12 .

*Terms and conditions apply.

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