Shopee Retains Top Spot in Malaysia in 2024 with Laser Focus on Gen-Z | Enhanced AI Chatbot



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.

 

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 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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Fullmetal Alchemist Exhibition Makes Its International Debut in Malaysia



The “Fullmetal Alchemist" exhibition organized by Ace Media Network, AM PM (HK) Limited, AniManGaki, and Incubase Studio, will be at Pavilion Bukit Jalil, 2nd floor, Orange Zone.



“Fullmetal Alchemist", a popular Japanese manga work that has sold more than 80 million copies worldwide, tells the story of Edward Elric and his younger brother Alphonse Elric's journey and growth to regain their bodies, which they lost through the practice of human body alchemy, a taboo form of alchemy. 



In this exhibition, manga manuscripts (duplicates) and illustrations (duplicates) drawn by Hiromu Arakawa, the author of the story, will be displayed in an art showcase format, creating an experience similar to that of an art exhibition. 


The exhibition is divided into 7 zones, and is an extremely valuable exhibition structure that allows visitors to experience as if they have entered the world of the manga drawn by Hiromu Arakawa, delivering a world view unique to "Fullmetal Alchemist'' that pays homage to the original story.



Exhibition Highlights:

Fullmetal Alchemist Manga Universe Showcase


The exhibition features approximately 300 items containing manga manuscripts (duplicates) and colored illustrations (duplicates) depicting vivid scenes. Attendees will have the opportunity to closely admire reproductions of Arakawa's works unveiling the sources of the creator's inspiration. 



The exhibit displays rare collectibles such as costume props used in the Fullmetal Alchemist 2022 live action film. In a special gesture, Hiromu Arakawa has prepared a unique and exclusive artwork for this first overseas exhibition, expressing gratitude to the enthusiastic support of the audience.



Interactive Activity

Get ready for a stamp-tastic adventure! Dive into the excitement of our fun stamp rally at the event. Grab your event brochure, collect all six stamps scattered throughout, and I unlock the magic! 



Once you've conquered the rally, not only will you score an exclusive Fullmetal Alchemist sticker, but you'll also earn an honorary certificate from the prestigious Amestris Army. It's a one-of-a-kind way to interact with your favorite Fullmetal Alchemist moments – join the rally, collect the stamps, and make memories that go beyond the ordinary!



Original Merchandise Area

There is a merchandise area at the exhibition with a lineup of original merchandise. After experiencing the world of “Fullmetal Alchemist”, attendees are able to check out the exhibition-only original merchandise area, an opportunity not to be missed!



For fans of the Fullmetal Alchemist series, this exhibition is an unmissable celebration of the brilliance and creativity behind one of the most beloved manga creations globally.


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Surprise Your Loved One With CakeRush Explosion Gift Box!


What a cool Surprise Gift !!! 



Mouse mommy just received a Cake Rush Explosion Gift Box! Such a delightful surprise that combines the joy of celebration with a delectable treat - rainbow cake!




With the ability to personalize the contents, this gift box allows you to create a truly special and unique present for your loved ones. 





You may choose the cake of your choice, flower, butterflies and make your own personalised gift box. 



When the recipient opens the box, they will be greeted with a delightful surprise as our Flying Butterflies take flight, adding an extra touch of magic and wonder to the moment.





This is really a sweet surprise moment and I feel appreciated. 



Forget the basic old birthday cake and go the extra mile - embrace the extraordinary and flutter into every celebration with a wonderfully sweet & whimsical bang!



Oh ya! The butterflies are reusable many times to repack as a surprise gift to your loved one. Go green cool ideas with different surprise gifts that you want to put in. 




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DELIGHT IN AUTHENTIC MALAY CUISINE WITH KOMUNE LIVING’S RAMADAN CLASSIC D’KERINCHI BUFFET EXPERIENCE

 

Returning for the second time after a successful inaugural year, the Ramadan buffet at Komune Living Bangsar South comes back with added flair. After delighting guests with a well-received buffet last year, the hotel is expanding its diverse spread with even more tempting dishes—all while maintaining its commitment to keeping prices pocket-friendly.



This year’s theme and menu is created by none other than the hotel’s outlet chef, Chef Muhammad Syah Osmat and is centered around the rich tapestry of authentic Malay cuisines. The spotlight shines on four exceptional dishes. 




Starting off with the Ketam Goreng Masam Manis which are fresh crabs, cooked to perfection then coated with a flavourful sweet and sour sauce. This is followed by the Ikan Patin Tempoyak, a true Malay delicacy made from fresh fish and fermented durian sauce. 




The next star is the flavourful Sup Tulang which is a comforting and nourishing dish, cooked with lots of aromatic spices and simmered for an extended period. The final must-try dish from this year’s buffet is the Grilled Lamb Shoulder that is marinated with a special homemade sauce then cooked ala-minute at the stall.



These four selections hold a special place in Chef Syah's heart as they are cherished recipes from his upbringing, dishes that echo the warmth of his family kitchen. 



Rooted in culinary traditions passed down through generations, these recipes not only reflect the essence of his cultural heritage but also embody the artistry and love instilled in him by his family's cooking legacy.



The alfresco area should not be missed as it is where an enticing array of action stalls awaits. This year's exciting additions are the Char Kway Teow and Kebab Stalls, complementing the returning favourites of Chicken Wing, Satay, Roti John and Murtabak from the previous year.



Tony Ho, General Manager of Komune Living, expressed excitement about the second annual Ramadan Buffet, stating, 'We are proud to present a feast that not only celebrates the rich tapestry of Malay cuisines but also emphasises our commitment to providing an accessible dining experience for our community. This year's buffet is a perfect blend of authenticity, variety, and affordability.”




Normal prices for the buffet are set at RM88+ for adults, RM68+ for children and senior citizens. To reward early enthusiasts, an exclusive offer of RM78+ will be extended to adults during the early bird sale period, commencing from now to 12th March 2024.



Ramadan Classic D’Kerinchi will be available from 13 March till 8 April 2024, between 6.30pm to 10.00pm at Komune Café, Level G.

 

The restaurant's kitchen holds a Halal certification from the Department of Islamic Development Malaysia (JAKIM), ensuring peace of mind for all patrons. For further enquiries or reservations,

Email : dine@komuneliving.com 

Contact : +603-2742-5722 / +603 2742 5788


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THE FORGERS SPYxFAMILY LIMITED EDITION COLLECTIBLE SET GOES ON SALE AT ALL GUARDIAN STORES

 

guardian customers will have the opportunity to acquire the last and final exclusive SPYxFAMILY collectible set, The Forgers set, to complete their special guardian SPYxFAMILY collection of four exclusive collectible sets.



The Forgers set box pack will be available for purchase from 28 February 2024 onwards and will contain a spiral notebook, 10 sheets of crease card stickers, and a 3D Lenticular Poster with a black frame. 




Check out mouse mommy's unboxing for the guardian X SpyxFamily Forgers Set Box!!! 



Priced at RM129, customers can obtain The Forger set by purchasing RM20 worth of participating brands such as Aiken, Bio Essence, Lóreal Dermo-Expertise, Eucerin, Garnier, Lóreal, Maybelline, Nivea Skin, and Sunsilk, or RM50 on non-participating brands in a single receipt.



This exclusive guardian collectible collection is based on Japan's best-selling manga series and anime television series adaptation, SPYxFAMILY, written and illustrated by Tatsuya Endo. 



The series follows a spy on an undercover mission who gets married as part of his cover and adopts a child, not realizing that the girl he adopts as his daughter is a telepath, and the woman he agrees to be in a marriage with is a skilled assassin. All three must strive to keep together.



SPYxFAMILY was voted the Number 1 Most Popular Web Comic in 2019 and the series reached 480 million views in August 2022. 





By December 2023, SPY×FAMILY had over 34 million copies in circulation, making it one of the best-selling manga series.



Jennifer Wong, Senior Manager, Corporate Affairs and Events, guardian Malaysia, expressed her excitement, "We are extremely excited to offer these FOUR collectibles sets from the massively popular SPYxFAMILY manga and anime series.



Don't miss this wonderful opportunity to collect some great limited edition collectibles from one of the most popular manga and anime series ever produced in Japan. 



Head down to your nearest guardian store to purchase your sets before they sell out! Grab it now! 


For more details please visit, 

Facebook: @Guardianmy

Instagram: @Guardianmy

YouTube: @Guardian MY

Telegram: @GuardianMY


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