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ICTPERFORMANCE

Shopee started in 2015 as a social-first, mobile-centric marketplace in Singapore. It functions as both a C2C and B2C platform, partnering with over 70 couriers across Southeast Asia for logistics. Shopee also partners with delivery companies in India. In 2019, Shopee opened a larger regional headquarters in Singapore to accommodate its rapid expansion.

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Chesca Flores
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51 views

ICTPERFORMANCE

Shopee started in 2015 as a social-first, mobile-centric marketplace in Singapore. It functions as both a C2C and B2C platform, partnering with over 70 couriers across Southeast Asia for logistics. Shopee also partners with delivery companies in India. In 2019, Shopee opened a larger regional headquarters in Singapore to accommodate its rapid expansion.

Uploaded by

Chesca Flores
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Shopee was able to capture users to try out the system.

On the
other hand, they also signed with global icons such as professional
football player Cristian Ronaldo and Korean girl group BlackPink as
brand ambassadors to boost awareness.

After the trial process, its important that customers realize that
values offered by the platform and make repeated actions. So
why Shopee be successful over other competitor in constantly
delivering great value to buyers. Shopee recognized this by
creating many value-added services to enrich the buying/selling
process for its users.

 Shopee Feed: Personalized favorite product list for customers


 Shopee Live Chat: Built-in messaging tool
 Shopee Live: Livestream feature that allows sellers and
buyers to engage directly
 Shopee Mall: Exclusive marketplace for official brands and top
sellers
 Shopee University: Provide courses an tutorials for sellers to
improve sales
Shopee is oing well on itsown for a four year old E commerce
start up. As the Southeast Asia market is growing bigger day
by day, new strategies and campaigns are on its way to
compete with local and international competition.
2. Localization

Mr. Zhou Junjie also revealed another key strategy to Shopee’s


success: localization. Shopee has stand-alone applications for all 7
countries they are operating in, allowing them to create market-
specific features that appeal to the costumes of each market.

Despite being in one big region, every Southeast Asian country is


different in it’s own way- from language, currency, culture, to
costumer behavior and spending power. For example, for the
Indonesian market where the majority of the population is
Muslim, that’s why Shopee has a specific section with Islamic
products catered to the customer. On the other hand, with
markets where celebrities have a big effect on customer’s
purchasing decisions like Vietnam and Thailand, Shopee launched
multiple campaign’s featuring celebs an brand ambassadors.

By understanding thoroughly about each market, answering the


question why Shopee was able to specialized its offerings and
attract potential customers on a nationwide

3. Heavy promotions and value-added services

Being a late comer to the E-commerce battlefield, Shopee must


send out a message captivating enough to lure customers who are
using competitors’ service or aren’t aware of online shopping. By
implementing huge promotions for both ends; sellers and
costumers like free shipping, discount vouchers , flash sales all
year round.
-Conflict

 Wasteful disagreements
 Quality an Delivery Problems
 Re-work
 Loss of focus on end-use customer needs

3.What are the main factors of the success of the site?

1. Mobile-first Initiative

As Shopee’s chief commercial officer Zhou Junjie shared in a recent


interview with the Post, being late to the industry is not a disadvantage
after all. Shopee founders were able to observe the market carefully to
detect ongoing trends, or areas that they can do differently and better.

“Back in early 2015, we were looking at E-commerce as an industry and


while there were players who had been there, we saw that there was a
lot of (potential) growth and many areas that weren’t being addressed
well by existing players.”, he claimed.

Mobile shopping was on the rise back then but hadn’t reached its mature
point in order to gain attention from major players. Despite the high
mobile penetration rate of 32% (according to we are social), most
existing E-commerce sites focused on their main platform – website.
Shopee decided to take the opposite route and launch Shopee application
first, reaching the untapped mobile users market.

Consequently as a M-commerce is booming in the region, that’s why


Shopee was on the top of the wave with more than 90% of transactions
conducted on the app. With the user-oriented design with clean interface,
easy navigation and quick links, Shopee made mobile shopping an easy
habit for its customers. Furthermore, Shopee was also one of the first
to integrate live-streaming and shoppertainment elements like games,
lucky draws, red packets into the app for increasing customer
engagement.
2. What were the initial challenges and difficulties that the
online business encountered?

The most concerns from Shopee’s customers were revealed


from the analysis which is; delivery, customer service, and
conflicts between buyers and sellers.

-Delivery

 Late Deliveries
 Goods Delivered in an Unacceptable Condition
 Competitive Pricing
 Delayed Customers Clearance
 Poor Customer Service
 Frequent Service Issues

-Customer Services

 Slow response time


 Rude communication of customer service staff
 Lack of real time engagement
 Being transferred from one agent to another
 Excessive customer service automation
 No unified customer view
 Incompetent customer service staff
What were the concept and the vision of the business?

The app-based platform launched a website in order to


compete with other e-commerce websites in the region
such as Coupang, Lazada, Tokopedia and AliExpress. To
differentiate itself, Shopee offers online shopping
security through its own escrow service called ‘Shopee
Guarantee’ where it withholds payment to sellers until
buyers have received their orders.

Vision of Shopee

Purpose- We believe in the transformative power of


technology and want to change the world for the
better by providing a platform to connect buyers and
seller with in one community .

Position- To Internet users across the region, Shopee offers a


one-stop online shopping experience that provides a wide
selection of products, a social community for exploration, and
seamless fulfilment services.
Personality- To define who we are - how we talk, behave or
react to any given situation - in essence, we are Simple,
Happy and Together. These key attributes are visible at every
step of the Shopee journey.
Simple- We believe in simplicity and integrity ensuring that’s
honest down to earth an true to self.
SHOPPING SITE THAT
CATERS MAINLY TO
FILIPINOS
LIVING IN THE PHILIPPINES

SHOPEE
1. How did the sopping site started?
In February 2015, Shopee launched in Singapore as a social-first, mobile-
centric marketplace where users can browse, shop and sell.Integrated with
logistical and payment support, the asset-light platform claims to make
online shopping easy and secure for both sellers and buyers.

Shopee first started as a consumer-to-consumer (C2C) marketplace but


has since moved into a C2C and business-to-consumer (B2C) hybrid
model.
Shopee partners with over 70 courier service providers across its markets
to provide logistical support for its users. In Singapore, it collaborated
with logistics startup NinjaVan for item pickup and delivery. Other
delivery partners in the region include Pos Malaysia and Pos Indonesia.

Shopee partners with Delhivery and Ecom Express for delivery of


purchased goods in India. On 3 September 2019, Shopee officially opened
its new six-storey regional headquarters at Singapore Science Park. The
new building has 244,000 square feet (22,700 m2) of space, which can
accommodate 3,000 employees and is six times larger than the previous
headquarters at Ascent Building. The building was previously tenanted by
WeWork in Singapore. The lease was subsequently relinquished to Shopee
as a result of its rapid expansion. By doing so, it strengthens its push

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