Heaptalk, Jakarta — Shopee unveils insights from its latest study on shopping behaviors among Southeast Asian Gen Zs. The report reveals that nearly 70% of Gen Z in the region perceive e-commerce platforms as a critical entry point for their shopping journey.
Despite exploring alternative channels for product research and discovery, around 73% of Gen Z respondents completed their purchases for e-commerce platforms. Notably, 56% of those who initially engage with social commerce platforms for research prefer returning to e-commerce platforms to complete transactions. The preference for e-commerce stems from several critical factors, including the comprehensive selection of products (79%), good product quality (77%), and convenient payment methods (59%).
“Gen Z in SEA is highly valued using e-commerce platforms for product research and purchases, emphasizing their need for a smooth, reliable, and integrated shopping experience. From enhancing service levels to providing new types of shopping entertainment content, our latest initiatives draw on shoppers’ feedback. We are fully intended to continuously innovate and enhance their experience to meet their evolving needs,” Vice President of Shopee, Ian Ho, said.
Shopee also explained that one in three Gen Zs would spend at least five days researching their purchases, reading reviews and watching product demonstrations (27%), reading about product features and specifications (24%), and pricing information (14%). While they take their time to conduct in-depth research for their purchases, a seamless return and refund process, along with next-day delivery services, emerge as top considerations for carting out.
With this outstanding interest, this e-commerce will focus on delivery and video content services. The survey also highlighted that eight in ten Gen Z respondents seek engaging and entertaining shopping experiences, further reinforcing the role of content touchpoints like Shopee Live in their shopping journey.
Catering to the increasing demand for simple, bite-sized content, Shopee is introducing Shopee Video, the platform’s newest feature that allows shoppers to follow and watch their favorite creators. It is available in Indonesia, Vietnam, Thailand, and the Philippines and is slated to launch in Malaysia in the upcoming months.
Shopee is also introducing Next Day Delivery and Instant Delivery in selected markets. Shopee is also expanding its return policy to allow Change of Mind (COM) for more products and items, providing additional flexibility throughout the shopping journey. This expanded COM policy would increase customers’ peace of mind and convenience and provide consumers with more options and flexibility. For Singapore, the expanded COM policy will commence on 28 March 2024.
