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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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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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KELUANG MAN TAKES FLIGHT THANKS TO WONDA COFFEE AND ASTRO'S DYNAMIC COLLABORATION AT KIDZANIA KUALA LUMPUR!

 

Get ready to dive into a realm of excitement and wonder as Wonda Coffee together with Astro Shaw bring Keluang Man - Malaysia’s beloved superhero to life.



Keluang Man, a cherished superhero figure in Malaysian culture, is well known for its portrayal of qualities such as bravery, resilience, and the power of the human spirit. 



Through this collaboration, WONDA Coffee and Astro Shaw aim not only to entertain but also instil these values in the younger generation. The live-action movie produced by Astro Shaw is directed and written by Anwari Ashraf, based on the iconic animation series made popular in the 1990s, promising Malaysians a whole new cinematic experience in this day and age.



The partnership between both brands also came about under one key objective - supporting local talent and entertainment in Malaysia. Over the years, Wonda Coffee has been a strong champion of local initiatives, showing its great support for Malaysians through various campaigns and initiatives.



This time, Wonda wants to connect us through our shared love for the original Malaysian superhero series, inviting everyone from young to old to reminisce our memories of Keluang Man and perhaps, embody the good qualities the character portrays.



Etika’s Vice President of Marketing, Amy Gan said, ”Wonda Coffee is always close to the hearts of Malaysians. We are committed to celebrating Malaysians and the unique local talents we have.



Through our collaboration with Astro Shaw for Keluang Man, we wish to reiterate our support for the local entertainment industry, backing the gifted Director, writers, talented cast, production and post-production efforts that go into bringing this legend to the silver screen. As a brand that believes in the power of local talent, we aspire to be more than just a beverage brand, but to be synonymous with Malaysians as the drink of choice Malaysians indulge in for every local cinematic journey.”


"We are thrilled to partner with Astro Shaw to bring Keluang Man to life in such an engaging and interactive way. Here at KidZania today, as one of the first steps in our journey with Keluang Man, we introduce this unique wall-climbing zone. We want to inspire young Malaysians to embrace their inner hero, fostering courage, determination, and a sense of adventure."


Vice President, Head of Astro Shaw & Malay Nusantara Business, Raja Jastina Raja Arshad said, “We are very excited to collaborate with Malaysia's leading beverage manufacturer and distributor, Etika, in driving the transformation of film content in Malaysia. This collaboration marks a strong beginning for Astro Shaw in setting new standards for innovative marketing strategies in the film industry. 


We believe that Keluang Man and Wonda Coffee share a common focus on local elements and are both near and dear to all Malaysians. By leveraging the combined experiences of Astro Shaw and Etika, we are confident that this collaboration can achieve its objectives. Meanwhile, we also feel honored to have the opportunity for the Keluang Man film to be showcased at KidZania in the efforts to introduce Malaysia's iconic superhero to the younger generation."



"Stay tuned for various creative strategies and exciting activities through this collaboration. Coming soon, fans can nominate and share the stories of their personal encounter with individuals that have made an impact in society through ‘Keluang Man of the Month’ on gempak.com, and the winner will be announced through the Gempak Most Wanted program on Astro Ria. This initiative aims to recognize unsung Malaysian heroes who possess qualities similar to Keluang Man who has no fear."


Following their latest partnership with Astro Shaw, Wonda Coffee, one of Malaysia’s leading ready-to-drink (RTD) coffee brands that offer the smooth taste of freshly brewed coffee in a can today is bringing Malaysians an exclusive experience at KidZania.



During the special, one-of-a-kind unveiling in KidZania Kuala Lumpur, Wonda, and Astro Shaw connected visitors and members of the media to take part in the wall climbing activity with Keluang Man lead actor, Nas Muammar Zar himself. Encouraging the visitors to take part in the wall climbing activity with him, Keluang Man sets out to encourage visitors to embrace the inner hero in them.



The launch of the Keluang Man wall climbing zone marks just the beginning of this dynamic partnership between Wonda Coffee and Astro Shaw. Both companies are committed to bringing Malaysians more innovative and exciting experiences, inspiring them to reach new heights and unleash their potential.



With this as a start, Wonda Coffee hopes this will inspire many more adventures with Keluang Man.


Wonda also hopes that Malaysians can sit back and enjoy and savour the flavour of Wonda Coffee as their drink of choice as they sit back and watch the exciting superhero movie.



Through this innovative collaboration between WONDA Coffee and Astro Shaw, the Keluang Man wall-climbing zone promises an exhilarating experience for visitors, blending the excitement of adventure with the spirit of heroism that Keluang Man embodies. Exclusively featured only in KidZania Kuala Lumpur, visitors aged 8 to 17 years old will be able to test out their superhero skills at the wall climbing zone.



The wall, part of the climbing adventure featured in KidZania, was first introduced as one of the key attractions in the township. 


With the official introduction of the Keluang Man Wall Climbing Establishment, KidZania is forecasting over 400,000 visitors in 2024.



Embrace your inner hero now! Visit KidZania Kuala Lumpur to embark on an adventure like never before, scaling new heights with Keluang Man and Wonda Coffee.


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Ahimsa Yoga Academy | Yoga Education with Yogipreneur Hub, Empowering Women and Offering Inclusive Courses


Ahimsa Yoga Academy, a pioneer in inclusive yoga education, proudly announces the launch of its transformative Yogipreneur Hub initiative during its grand opening celebration. 



This groundbreaking platform not only redefines yoga education but also empowers women from the B40 and M40 groups to leverage yoga teaching for economic empowerment, all while introducing Muslim-friendly courses that prioritize the physical practice of yoga. 

 


At Ahimsa Yoga Academy, inclusivity is at the core of our mission. With the introduction of Muslim-friendly courses, we ensure that individuals of all faiths can fully engage in the transformative benefits of yoga without compromising their religious beliefs. These courses focus solely on the physical aspect of yoga, offering a holistic and inclusive approach that resonates with individuals from diverse backgrounds. 


 

Today marks a significant milestone as we unveil the Yogipreneur Hub, a pioneering platform that empowers yogis to transcend their practice and embark on the journey of becoming entrepreneurial yoga instructors. 


This initiative, a first-of-its-kind in Malaysia and the world, offers certification, accreditation, and recognition by local authorities, providing aspiring yoga instructors with the tools and support they need to succeed. 

 


In collaboration with esteemed universities and public institutions, Ahimsa Yoga Academy presents a diverse array of yoga instructor courses within the Yogipreneur Hub. 

From International Yoga to Prenatal Yoga, Kids Yoga to Wheel Yoga, and Sound Therapy, our comprehensive offerings cater to a wide spectrum of interests and aspirations within the yoga community. 

 


Our commitment to inclusivity extends beyond the practice of yoga to encompass economic empowerment and social inclusion. Through the Yogipreneur Hub, we empower women, especially those from the B40 and M40 groups, to leverage yoga teaching as a source of income and fulfillment. 

By providing accessible opportunities for women to become certified yoga instructors, we contribute to their individual growth and the economic empowerment of their families and communities. 


 

The grand opening celebration is a testament to our unwavering commitment to excellence, innovation, and inclusivity. It symbolizes the culmination of tireless efforts from our dedicated team, esteemed partners, and unwavering supporters who have collectively turned this vision into a reality. 

 


"We invite individuals from all walks of life to join us in celebrating the launch of the Yogipreneur Hub and the introduction of our Muslim-friendly courses," said Dr. Rebecca Lee, Co-Founder and CEO of Ahimsa Yoga Academy. "Together, we can harness the transformative power of yoga to create a brighter, more inclusive future for all." 


 

For more information about Ahimsa Yoga Academy, the Yogipreneur Hub, and our Muslim-friendly courses, please visit www.ahimsayoga.my or contact +60168333033.




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