The rising influence of online channels among consumers pressures retailers to improve customer service. Online consumers have greater expectations, and research has shown that Filipinos are becoming more meticulous and prefer user-friendly platforms and well-reviewed products when buying online.
Shopee head for public affairs Erin Tagudin said at the pre-event for the firm's upcoming 9.9 Super Day Sale this September that Filipino consumers browse and read good reviews before clicking that "add to cart" button.
"They're more smart now than before. They no longer easily fall prey to scams, so they read reviews and are more meticulous about what they buy," Erin Tagudin said.
Whether the product is cheap or pricey, Tagudin said consumers make sure that what they buy is of good quality.
"What they usually do, and this is what we've seen in our focus review group studies, is that they look at reviews closely. And, if the reviews are good and have good stars, that's what they buy," she added.
According to the Philippine Statistics Authority, e-commerce contributed at least 14% to the country's P2.05 trillion digital economy in 2023.
Citing market research and data analysis firm Statista, Shopee Philippines head Vincent Lee said the Philippines also ranked as the second fastest-growing retail e-commerce with a 24.1% sales growth rate this year.
"This signal(s) that there's still so much room for us to grow and for the Filipinos to harness the opportunity of e-commerce," he said.
In the Philippines, Lee said Shopee will continue improving and expanding its platform to include more brands, feature competitively priced products, and provide flexible payment options, among other things.
"Our goal is to continually enhance online shopping, placing user experience at the forefront and building consumer confidence," he said. "We aim to create a cycle of success that starts with customer satisfaction, which not only strengthens our customer loyalty but also fuels sustained growth for our sellers and brands on our platforms."
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