Those days,online shopping is getting very popular,especially among the younger

generation.It's so easy to browse thru the website and pick and choose about you would
like to buy at the convenience of your home.But have you heard of an online shopping
mobile application where by you not only buy what you want and at the same time you
can also sell or become a retailer.It is an e-commerce plaform headquartered in
singapore under sea Group which was founded in 2009 by Forrest Li.It was launched in
singapore in 2015 and expanded in Malaysia,Thailand,Taiwan,Indonesia,Vietnam and
Philippines.Due to the mobile and Social element built within the concept,it was
described as one of the 5 descriptive e-commerce in 2015.As a social-first,mobile-centric
marketplace where users can browse,shop and sell on the go.Integrated with Logistical
and payment support,the assets-light platform aims to make online shopping easy and
secure for both sellers and buyers.Shopee offers online shopping security through its
own escrow service called "Shopee Garrantee" where it withholds payments to sellers
untill buyers have received their orders.Today,shopee has about 80 million downloads
and more than 180 million active listings by over 4 million sellers over across all markets.

Key statistics for Shopee Philippines

•More than 6 million downloads

•More than 3 million active listings

•More than 200,000 sellers

•Around 90% of total orders comes from mobile.

Key Issues

•Worst Customer Service

-Shopee they have a very rude,unprofessional and not helpful customer service.Difficulty to
understand when customers complaining about their items.

•Stupid Customer Service Personnel

-Everyday they hand problems it takes time a month to have a solution from the representatives
of shopee.

•Shopee Encouraging Scammers Buy at your own risk

-Seller run out out of stock,shopee refused to refund me and cancel request of the
customer,ignoring the evidence that so clearly showed seller gamed their system to buy time for
himself.

•Stupid free shippinh voucher by shopee

-Seller set the item with free shipping but shopee change shiping but shopee change shipping
fee at checkout .
•Order was canceled and price increased

-Shopee notify that the purchase was being processed but after a couple of days shoppee
canceled the items to be delivered by the customers.

Problem Statement

Shopee aims to grow its share of the overall retail market in the Philippines to capture more
online consumers and convert traditional consumers.

Develop a plan to help shopee achieve the goal.

Research and Analysis

Advantages of Shopping Online

•Convenience

-the state of being able to proceed with something with little effort or difficulty.

•Better prices

-The lowest price a buyer can obtain something for or the highest price a seller can sell
something for.

•More Variety

-The quality or state of having different forms or types multifaniouness

•Easy to send Gifts

-A present is an item given to someone without the expectation of payment or anything in

return.

Disadvantages of Shopping Online

•Negative Environmental Impact of Packaging and Gas

•Shipping Problems and Delays

•Risk of Fraud

•Less Contact with your Community

Key Recommendations

-key issues that shopee is facing are the following

•Worst Customer Service

-Shopee Customer Service must be a customer friendly and in dealing with customer.

1.Talk to customers and get their side of the story or complains before you do anything you
need to be more informed about the situation. Talk to the customers involved and ask them
what happened.Remember these are your customers and you likely have built trust with them
over a long period of time.

•Stupid Customer Service Personnel

-Offer a sincere apology over the phone.Someone with a positive working relationship with the
customer reach out and apologize over the phone.This person should lead the conversation but
have the customers behind the support experience present to accept responsibility and
apologize if necessary.

•Shopee encouraging scammers buy at your own risk

-Prevent it from happening again.This is listed last but it is the most important piece of
information.Sometimes a customer service situation could have accured because a shopee
representative didn't know what they are doing which is not good to do it to the customers.

•Stupid free Shipping voucher by shopee some customers will love a discount and it will resolve
everything quickly.Shopee customer representative should not change the shipping fee at
checkout.What is the original price of an item should be fix.

•Order was canceled and price increased

-Shopee should not conceled and increased the prices of the item.If ever that will happened
shopee customer representative notify to the customers if ever the item was out stock or not
available and apologize the customers for the cancelation of the items.

Implementation and Proposal Timeline

Based on the key issues of Shopee must address the worst customer service.To gain an
understanding of implementation strategy.We must first define a strategic plan.A strategic plan
is the process of defining the strategy by which you will accomplish certain goals or make
decisions.Organization make strategic plan to guide Organizational direction,a particular
departments efforts or any project or iniative.Implementation Strategy is the process of defining
how to bring the strategic plan to life.Shopee Customer Service representative must be friendly
and approachable and easy going in dealing customers.Helping the Customer especially in the
product and services which the shopee may offer.Providing good service is one of the must
important things that the customers needed in the business from the competitors.Without an
implementation strategy,it can be difficult to identify how you will achieve each of your stated
goals and objectives of a desired business.

The implementation time frame to address the issue is 6 o 8 months.6-8 months because online
shoppig business it is enough to train the person.Time frame for training typically tends on the
needs of the mentee,like shopee business corporation have concerns about performance
levels,retention rates or customer satisfaction.Establishing comprehensive training programs
ensures that workers get the oppportunities they need to acquire the skills and knowledge they
need to be successful on the job and achieve the company's strategic goals.
Conclusion

After having detail study an Onine Shopping one can see a great change in the behavior of
people in many manners like their attitude, buying pattern.In earlier times people used to do
manual shopping but it is wasting of time and effort and now people get busy and no time for
them to do a manual shopping.As time change people nowadays are changing and technology
was changes and becoming more hightech to which technology brought a new revolution which
is online shopping.People nowadays,are using online shopping because it is time and energy
saving ,minimize cost but some do not like for online shopping because they have wrong
perception that by seeing the product one can get the goods of proper quality and even some
people does not prefer using online but in online shopping has a great future but to be
successful it is neccessary to spread awareness about its benefits.Technology has made
significant progress over the years to provide continue to do so for years to come.With the
rapid growth of products and brands,people have speculated that online shopping wil overtake
in store shopping while some areas customers feels compotable seeing and touching the
product being brought.In exchange,online shopping there are things to be considered there are
lots of barrries and complains coming from the customers that the good and services was not in
a good quality or it takes time the arrival of the product then the shipping fee or the cancelation
of the product or out of stocks and the shipping problems and the delay.

At the end,it has been a win-win situation for both of consumer and sellers.