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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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MITSUI OUTLET PARK SEPANG MARKS ONE-YEAR ANNIVERSARY OF MITSUI SHOPPING PARK MY APP

 

Mitsui Outlet Park KLIA Sepang (MOP KLIA), Japan’s branded factory outlet shopping mall, is celebrating the first anniversary of the Mitsui Shopping Park MY app. This mobile application provides exclusive benefits to shoppers, enhancing savings and creating a more rewarding shopping experience. 



TJ Cheah, Deputy Managing Director of MFMA Development Sdn Bhd highlighted that while shoppers already enjoy substantial discounts of 70 percent or more at MOP KLIA, the app further amplifies these savings by rewarding users with points that can be converted to cashbacks and exclusive e-vouchers. 


“Introduced last year, the app aims to enhance shoppers’ experience by providing loyalty points for purchases, access to e-voucher downloads, real-time updates on promotions, and comprehensive mall navigation assistance,” he explained. 


To commemorate this milestone, MOP KLIA is inviting patrons to a 10-day celebration from 1 to 10 March 2024. Shoppers can visit Sunshine Square to scan a QR code and redeem gifts while earning bonus points for discount vouchers. Additionally, app users will enjoy exclusive benefits including 8X reward points and 2-hour complimentary parking throughout the campaign period. 



New users who download the Mitsui Shopping Park MY app during the campaign will receive a warm welcome with 300 bonus points and RM5 cashback e-voucher. The app offers various e-vouchers from participating outlets, available free of charge. Users can earn 1 point for every RM1 spent, with 100 points translating to RM1 cashback. 


For more information and to join in the celebration, visit MOP KLIA and download the Mitsui Shopping Park MY app from Google Play Store or Apple Store.


For more information on upcoming offers, promotions and happenings at MOP KLIA, visit mitsui-shopping-park.com.my/MOPKLIA/ or www.facebook.com/MOPKLIA.


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‘’HEIGHTS OF PROSPERITY’’ AT PAVILION DAMANSARA HEIGHTS MALL


Pavilion Damansara Heights Mall brings Chinese New Year to new Heights of Prosperity with auspicious celebrations until 25 February 2024. Visit Centre Court to experience the majestic aura of the golden dragon radiating good fortune, encircled by magnificent landscape with blooming flowers in action. Red and gold lanterns float from above amidst the twinkling stars, symbolising hope, and good fortune for the coming Year of the Dragon.


‘’HEIGHTS OF PROSPERITY’’ AT PAVILION DAMANSARA HEIGHTS MALL

The glow of the prosperous dragon is inspired by the glittering prowess of the award-winning Pavilion Crown, made of over 2,888 Murano-technology crystals at the Damanlela Main Entrance of Pavilion Damansara Heights Mall. The golden glow of the Pavilion Crown has been transformed into an auspicious red for Chinese New Year, sharing good fortune with the neighbourhood. 



As shoppers enter via the Main Entrance, they are greeted by an archway decorated in blooming peonies and bountiful blossoms, creating a festive and joyous mood.



Embark on a journey to Level 5 and discover the Three Golden Rams, a symbol of auspiciousness and good fortune. As these majestic creatures ascend in a powerful upward trajectory, they radiate continuous glory and triumph, echoing a message of prosperity that resonates with our valued shoppers.




CELEBRATIONS OF PROSPERITY AT CENTRE COURT

Explore an abundance of festive experiences and make new memories at Centre Court, Level 2. From giveaway contests, engaging workshops, irresistible festive delights, prosperous performances to shopping rewards, Pavilion Damansara Heights Mall shares good fortune and luck with its community of shoppers and visitors. 



WIN AN OPPO N3 FLIP!

SNAP & WIN SOCIAL MEDIA CONTEST

OPPO ‘’SNAP, POST & WIN’’ Contest at Level 2. In collaboration with OPPO, Pavilion Damansara Heights Mall is delighting shoppers with a chance to win a brand new OPPO N3 FLIP mobile phone! This engaging social media contest encourages shoppers to post photos of the Mall’s luminous Chinese New Year decor for a chance to win one of THREE brand new OPPO N3 FLIP mobile phones with a few easy steps:

1. Post a photo on Facebook / Instagram of the “Heights of Prosperity” CNY decor at Centre Court, Level

2. Tag @paviliondamansaraheights @oppomalaysia #PDHCNYSNAPNWINOPP

3. Scan the QR code at the OPPO Booth at Centre Court, Level 2 to complete your entry form

4. Post, tag and enter as many times as you like!

Contest runs throughout the “Heights of Prosperity” campaign period, ending on 25 February 2024.



MAY YOUR DREAMS COME TRUE AT OUR WISHING TREE

Shoppers and visitors are invited to join in the tradition to write their wish on a message card and hang it on the bountiful tree! Wish for good health, happiness, and prosperity under the watchful eye of the auspicious illuminated dragon. Visit Centre Court, Level 2.



MARKET STREET FOR FESTIVE GIFTING & CULTURAL CORNERS

Enjoy the auspicious splendour at Centre Court’s Market Street, filled with the irresistible aroma of Chinese New Year delights! Shop for Chinese New Year hampers, gifts, snacks and more at tenants’ booths including Herbal Farmer, Homey, Joymom’s and Bless Porter. Create picture perfect moments at cultural corners, designed as opulent backdrops for your festive photos!




GIFTS OF PROSPERITY

Shoppers can delight in an array of rewards this Chinese New Year at Pavilion Damansara Heights Mall!

Exclusive Angpow Pack

Spend RM80 or more in 2 single receipts at all specialty stores and F&B outlets* to redeem an exclusive set of 6 Angpow Packets. While stocks last.

Redemption: Concierge Counter, Level 2

*Terms & conditions apply

Prosperity Chopsticks Set

Spend RM288 or more in 2 single receipts at all specialty stores and F&B outlets* to redeem exclusive chopsticks set. While stocks last.

Redemption: Concierge Counter, Level 2

*Terms & conditions apply




PROSPEROUS PERFORMANCES

Witness spectacular performances this Chinese New Year at Pavilion Damansara Heights Mall, from breathtaking Acrobatic Lion Dance to the auspicious Dragon Dance, cultural performances and musical showcases by students from partner schools including Cempaka International Schools, Taylor’s Chinese Society, Sekolah Kebangsaan Bukit Damansara and Jasmine Ballet Studio.




PAVILION PRIVILEGES MEMBERS’ EXCLUSIVE WORKSHOPS

Spend RM288 or more in 2 single receipts and enjoy free workshops! To register, scan QR Code at Concierge, Level 2.

PROSPEROUS TUFTING

Sat, 20 Jan 2024

Sat, 27 Jan 2024 4pm & 5pm (45 minutes per session)

FUN HANGING DECOR

Sun, 21 Jan 2024

Sun, 28 Jan 2024 4pm & 5pm (45 minutes per session)

TRADITIONAL CHINESE PAPER CUTTING

Sat, 17 Feb 2024

Sat, 24 Feb 2024

4pm & 5pm (30 minutes per session)

HUAT-STYLE CALLIGRAPHY

Sun, 18 Feb 2024

Sun, 25 Feb 2024 4pm & 5pm (45 minutes per session)



PAVILION PRIVILEGES SPECIALS

Sign up and enjoy instant gifts! Download the Pavilion Damansara Heights Privileges Member app for free and instantly be rewarded with RM8 Watsons cash voucher. Redeem at Concierge, Level 2.



FESTIVE DINING THIS CHINESE NEW YEAR

Reunite with loved ones over an abundance of delicious festives dishes from newly opened Da Fu Di, Siong Tong Gai, The Travelling Duck and Nanyang Cafe.




CREATE MEMORIES WITH YOUR FAMILY AT LEVEL 5

Toy World Carousel and Fun Car Street at Level 5. Experience the joy of shopping like never before! Transform your shopping spree into a delightful adventure with Carousel Ride (Infront of Madam Kwan’s) —a unique and entertaining way to make your time at the mall unforgettable. Head over to the Kids Ride at the mall (Near Beutea/Dai Cha Dim) offers a delightful adventure for little ones, with colourful rides and joyful experiences, creating lasting memories. 




NEW SHOPPING AND DINING

Dior Beauty, Club 21, Agnes b, Braun Buffel, Fitflop, Crocs, Footer, Mi, Huawei; Siong Tong Gai, NALE, Da Fu Di, Chickita, Nyonya Colours, Dai Cha Dim, Shae.Co, ChaTraMue, Juiceworks, Grandmama’s, Tai Er Suan Cai & Fish.




For the latest news and information, shoppers can check out @paviliondamansaraheights on Instagram and Facebook, download the PDH Mall’s app for free (available on iPhone and Android), and visit the official website: www.pavilion-dh.com



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