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Kuala Lumpur, Dec 2: Shopee Super Awards 2022 Milestone study finds many Malaysian stores outperformed business expectations on the marketplace over the last 12 months.
From Oct 2021 to Sept, over 145,000 local sellers achieved 25 per cent growth in year-on-year sales on Shopee due to superior levels of customer service and optimised storefronts. Since many platform sellers provide for more than three household dependents on average beyond the community of local talents and gig workers employed, this fulfils Shopee’s mission of using technology to help the underserved.
In addition, Shopee drove economic inclusion by integrating and upskilling more than 251,000 local sellers who started selling online this year. These first-time sellers to the platform took advantage of the robust ecosystem and innovative features to quickly scale operationally and reach new markets online. Among them, more than 140 new sellers recorded over RM500,000 in sales last year. They outperformed their peers with store ratings of over 4.8 (out of 5), 97 per cent on-time fulfilment rate, and prompt customer chat response rate of 116 min.
One of these record breakers is Shopee seller Frederick Thoo of IFS1212 store: the 41-year-old onboarded his automotive products business with Shopee as an alternative to building a costly dedicated app.
“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,” Thoo said.
Beyond new sellers like Thoo, long-term sellers on Shopee also find that seamless customer experience pays off for sustained growth. Because of their ability to retain loyal customers and drive marketing costs down, year to date September 2022, more than 2,100 local sellers made over RM5 million in sales since the inception of their stores on Shopee. Throughout the last year, these sellers maintained consistent ratings of 4.9 (out of 5), quick chat response time of 125 minutes, and almost 99% of their orders shipped on time.
Over 1,700 local sellers of authentic Made-in-Malaysia goods marked RM1 million in sales since listing on the marketplace thanks to Shopee’s hyper-localised platform and e-commerce campaigns. These homegrown entrepreneurs provided quality goods that cater to Malaysians’ local preferences with an average store rating of 4.9 out of 5 and 98 per cent of orders shipped on time.
“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 said.
Beyond free education for seller communities via Shopee University and Seller Summit, Shopee has also created educational KOL masterclasses and Shopee Influencer Fest to scale influencers and drive their growth along with sellers.
Earlier this year, Shopee’s marketplace studies revealed that local influencers reach wider audiences and boost customer engagement for sellers.
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