Shopee remains leading online marketplace in Malaysia

Around 7 in 10 Shopee users in Southeast Asia spent 30 minutes a day using the app.

Shopee Malaysia has maintained its position as the top marketplace by average monthly active users and total time spent in-app.

A commissioned study from Kantar found that 70% of Shopee buyers from Southeast Asia are aged 32 years old and below, devoting a daily average of 30 minutes to the app.

Within its 2023 performance, Shopee improved its services to Malaysian customers and sellers with more flexible delivery options, like Next Day delivery, Instant Delivery, and increased Shopee collection points for self-collection. Customer service has also been enhanced with cases resolved within 30 seconds 98% of the time, with an 80% customer service satisfaction rate.

Shopee has also experienced success with its proprietary AI chatbot Sophie, with 80% of resolved cases from 18 million chats. Improvements like its neuro-linguistic programming helped improve the service feature.

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The number of customer service agents has also increased, along with their processes, training, and incentives, to ensure seamless end-to-end resolutions and an abandonment rate of nearly zero by the end of 2023.

Additionally, Shopee has improved its logistics ecosystem and collaborated with brands, sellers, and partners for 95% of orders to be shipped out on the same day.

As a result of its improvements, Shopee has seen nine out of 10 users aged 18 and above take advantage of features like Shopee Live demos, seller chat, Shopee Mall's Authentic Deals circle, and Shopee Guarantee.