Shopee: The e-commerce platform that knows just what Singapore shoppers want

The company’s latest survey revealed that shoppers here – both young and old – are turning to the digital platform’s services for their shopping and entertainment needs.

Online shopping, in-app gaming and live streaming – these may be digital habits commonly associated with the young and tech-savvy, but on e-commerce platform Shopee, seniors are just as comfortable as their younger counterparts to shop, game and watch livestream content.
 
According to Shopee’s Past the Starting Line: Adapting to Singapore’s Digital Consumers in 2023 report, 70 per cent of seniors aged 55 years and above say they have successfully integrated e-commerce into their lives. 
 
Thanks to the platform’s user-friendly interface and interactive features, 84 per cent of senior respondents are buying a larger variety of items online – particularly from the health and wellness, and home appliances categories – as compared to a year before. They’ve also become more adept at collecting and combining vouchers to stack savings.
 
As more senior users embrace e-commerce, they’re also looking for other ways to stay entertained online. One in two among them enjoys playing in-app games such as Shopee Candy and Shopee Bubble, which offer discount vouchers as prizes. Now, who says the silver generation isn’t digitally savvy? 
 
KNOWING WHAT USERS WANT

With e-commerce being such an integral part of our everyday lives, Shopee embarked on a poll last year to better understand Singapore consumers’ online shopping habits and attitudes.

Over 1,300 users aged between 15 and 70 were surveyed, and 87 per cent of respondents shared that the convenience of online shopping has made a significant positive impact on their lives. Shoppers today are making more purchases online, with more than 70 per cent of respondents receiving up to five packages from e-commerce platforms per month.
 
The survey results also revealed that today’s digital-first consumers are increasingly turning to online platforms that offer end-to-end online shopping experiences that include engagement and entertainment. They are more discerning of quality and are willing to spend time reviewing the authenticity of products and retailers before making a purchase.
 
BUILDING A COMMUNITY OF TRUST

Indeed, authenticity and trust are critical when it comes to online purchases. Shopee encourages users to read and leave product and retailer reviews to help others make informed purchasing decisions – an effort that has proven beneficial to shoppers. Three in four survey respondents have found customer reviews on Shopee reliable and believe that they help with their buying decisions.
 
Additionally, the e-commerce giant has incorporated a slew of consumer protection measures to allow users to shop more confidently. For example, on Shopee Mall, users can buy the products they love directly from brands or authorised retailers’ official stores, ensuring their authenticity.

Its Shopee Guarantee safety feature withholds payment to sellers until buyers have received their items in good condition and acknowledged that they are satisfied with their purchases. Shopee was the first among e-commerce platforms in Singapore to launch this safeguard for consumers.
 
Shopee has also streamlined the reporting process at Shopee Help Centre, so that users who have concerns about their products can make a report conveniently. 
 
To help users learn about the products they’re interested in through a more authentic and intimate setting, Shopee introduced Shopee Live in 2019 – a livestream function that showcases real-time reviews and recommendations.
 
According to Shopee, these live shows – which include a variety of content from food reviews to product demonstrations – have become increasingly popular among viewers aged 34 to 50. More importantly, they have become a credible resource for buyers: Over 60 per cent of survey respondents aged 35 and above say that such real-time reviews and recommendations from hosts during the livestream on Shopee Live are key to influencing their purchase decisions on Shopee.

Building trust with consumers has always been an imperative for Shopee. With over 75 per cent of users in Singapore now choosing to search, compare and eventually buy a product on the platform, it is a testament to how much the brand has connected with users over the years.

Said Mr Zhou Junjie, chief commercial officer at Shopee: “As digital consumers continue to shape the future of the digital economy, it is important to be able to identify their evolving needs and preferences while adapting quickly to meet them. We will continue to adopt a user-centric approach using these insights to create a positive experience for all Shopee users.”                 
                                    
Learn more about Shopee’s Past the Starting Line: Adapting to Singapore’s Digital Consumers in 2023 report.