The Raw. Brings Real-Time Skincare Consultation to Malaysians on Shopee Live

The Raw., a homegrown skincare brand, educates users on the importance of achieving healthy skin through Shopee Live. The company conducts interactive livestream sessions providing skincare consultation, informative do’s and don'ts of their products, and increases awareness on their range of specially-developed skincare for Malaysians. 

The Raw.’s knowledgeable skincare experts offer real-time consultation for users to share their skin concerns and discuss the best science-backed products and routines for their skin type on Shopee Live. They share their personal experiences with various serums, show before and after photos of themselves, and explain the science behind the active ingredients in the products and how it affects different skin. This approach fosters a sense of community among skincare enthusiasts, creating a trusted space where they feel heard, understood, and empowered to take control of their skin health.

Some burning questions that viewers have asked in-stream were: ‘I have dry skin, can I still use the acne drying solution?’, ‘Can I mix niacinamide with ascorbic acid serum? Will it cause me breakouts?’, ‘Can the arbutin serum be used by pregnant or breastfeeding women?’ and more. These experts share valuable advice and product how to’s.

“Shopee Live has been a valuable tool for The Raw. to connect with Malaysians and share our expertise in skincare. We believe that our online consultation and truthful sharing methods build trust with our customers while helping us to better understand their skincare needs. I hope to continue using Shopee Live to educate Malaysians on the science behind healthy skin to help them achieve their goals,” said Adibah Mazlan, founder of The Raw., and board-certified pharmacist.

The Raw.’s decision to embrace Shopee Live as an educational channel has proven to be a resounding success with over 30% of their orders coming in through live stream in 2023. This year alone, they have sold over 31,000 products, six times more than the year before, owing this improvement to their Shopee Live sessions. The company plans to increase their frequency from 110 to 140 livestreaming hours a week, propelling their mission in raising awareness on skincare to Malaysians.

"Live commerce has revolutionised the way brands connect with customers, and The Raw. is a prime example of this transformation. We believe that Shopee Live provides an unparalleled avenue for brands to have on-screen conversations, share informative insights, and showcase their products in an interactive way. We're incredibly proud to have The Raw. on Shopee Live and look forward to supporting their continued growth on the platform," said Kenneth Soh, Head of Marketing at Shopee Malaysia.

Before and after of Adibah Mazlan, who used her own products for three months to clear her skin

The Raw.’s products are developed with scientifically-approved ingredients that are gentle enough to address a variety of skin concerns, including acne, wrinkles, and dryness. Since its inception in 2020, they have sold over 47,000 products on Shopee. Their bestseller, ‘Acne Spot Drying Solution’, has helped over 17,000 Malaysians battle pimples, with close to 2,000 bottles sold monthly. 

“My passion for skincare stemmed from my personal struggles in fixing my acne. I realised that many formulations in the market have a high percentage of active ingredients that may not be suitable for all skin types to solve their specific skin concerns, and I wanted to fix that. Combining my pharmaceutical and medical knowledge, The Raw. was born to provide safe, high-quality, effective and most importantly, affordable products for Malaysian skin,” Adibah concluded.

* Year-on-Year comparison is done from 1 Jan 2023 - 31 Oct 2023 against 1 Jan 2022 - 31 Oct 2022.

** The Raw. on Shopee: https://shopee.com.my/theraw.skin  

Malaysian Sellers Prioritise Trusted Shopping Experiences

A new survey of sellers on Shopee has revealed how sellers are prioritising safe shopping for customers. When 500 Malaysian local and independent online sellers were asked "Which is your platform of choice in operating a safe online business for customers?" in September 2023, 90% chose Shopee out of nine possible other marketplaces to operate on. 

“These findings demonstrate the high level of trust that Malaysian sellers have in Shopee's ability to provide a safe and secure platform for their businesses. Our platform offers a variety of innovative features and protections that help to keep customers safe, such as Shopee Guarantee, secure payment options, and Preferred+ and Shopee Mall verification programs. Shopee also works closely with law enforcement agencies to combat fraud and protect its users,” said Kenneth Soh, Head of Marketing at Shopee.

Tangible Impact on Sellers’ Profitabilities

The #ShopSafeWithShopee survey found that nine in ten Malaysian sellers on Shopee have protected their business from any forms of online scams or fraud in the last year. Providing trusted shopping experiences has directly translated into the following tangible benefits:

53% of sellers have protected their brand reputation with stellar ratings, avoiding loss of followers, and reducing customer complaints of their store. 

24% of sellers have saved expenses from any liabilities that could arise from scams such as order cancellations and processing fees.

23% of sellers have sustained the long-term continuity of their operations because they are able to keep clients loyal and minimise or avoid online business disruptions.

These findings highlight the fact that sellers keenly understand that customers want to be confident that they are buying from trusted sellers and that their purchases are protected. By taking steps to ensure safe shopping, sellers know they can build trust with customers and boost their sales.

Prioritising Online Safety Features to Maximise Customer Trust

By design, Shopee strengthens responsible selling among its community of sellers by incentivizing them to ensure high standards of service to buyers. Shopee University’s Seller Education Hub also drives education through free webinars on Malaysia Brand Protection, Return Policies, and Shopee Mall. 

When asked, “When setting up your online business, what features do you prioritise to ensure your customers' safety?” Malaysian sellers who took the survey revealed:

47% of sellers on Shopee have established strong operational safety standards by complying with Shopee’s safe policies and guidelines, providing excellent customer service, and accumulating customer ratings and testimonials of this record.

35% of sellers have gotten verified as Shopee Mall, Preferred+, Preferred seller with the objective of allowing their customers know that they follow a 100% Authenticity Policy, adhere strictly to the 15-day return/refund policy for all buyers, and have no less than 95% of products listed as ready stock.

17% of sellers ensure that their customers know that Shopee offers a variety of secure payment options and return/refund policies, such as Shopee Guarantee, where payments to sellers are temporarily held by Shopee until buyers confirm that orders are fulfilled and satisfactory.

These proactive measures are in line with the expectations Malaysian customers have when seeking safe online experiences. In a similar survey of 1,000 shoppers earlier last month, Shopee found that Malaysians value the opinions of other buyers when making online purchases. They are also likely to choose sellers who have been verified by Shopee or who have a good track record of customer service.

This 11.11 Big Sale, users can shop worry-free at Shopee Mall. With over 5,000 renowned brands, users can shop from 100% authentic brands, enjoy a 15-day return policy, and benefit from an impressive 8X Money Back Guarantee. Shopee Mall Brand Memberships provides users priority access to the latest products, members-only discounts and promotions, and redeem vouchers and gifts while earning points with every purchase. On 11.11, users can enjoy daily deals and discounts from trusted brands like 70mai, Dessini, Skechers, SKINTIFIC, Vinda, and more, especially on Shopee Live. 

Shopee 11.11 Big Sale: https://shopee.com.my/m/11-11 

100% Authentic Deals on Shopee Mall: https://shopee.com.my/m/100-authentic-deals 

Unlock VIP Privileges with Shopee Mall Brand Memberships: https://shopee.com.my/m/shopee-mall-brand-memberships 

Dubai Chocolates by PHINIX STORE Go Viral on Shopee Live

PHINIX STORE is the local homegrown seller responsible for making Dubai Chocolates go viral on Shopee Live. Deploying a creative and systematic approach to live selling, founders Husman Setta and Khaled Hassan, also known as Abang Ah Ah switched from a social commerce site to Shopee Live in July 2023 and saw Malaysian candy lovers place more than 1,000 orders per day with them, far outstripping their initial targets of 50 orders a day. 

They attribute their rapid growth, of up to 90% uplift in sales, to the fact that Shopee Live has the right audience familiar with the platform and primed to shop on livestream events, compared to other apps in their experience where audiences were seeking entertainment but not shopping.

“At the time, these chocolates were not that well known on social media or other platforms…Now I can say that 90% of our daily sales come from Shopee Live, especially from returning customers. We get to build customer relationships and have good interactions with our customers. Sometimes, our customers have become like friends to us, they join the livestream to ‘hang out’. Even offline, sometimes the customers recognise us and say hi to us, and we talk as well,” Husman said.

For PHINIX STORE in particular, the freedom to communicate with the audience intimately on their new branded content channel, to provide live education about how to store and serve their chocolates, and conduct two-way conversations in real time allowed them to build brand trust quickly. 

Taking advantage of Shopee’s integrated solutions for ecommerce sellers, PHINIX STORE first attracts new audience traffic by offering Shopee Coins, then polls customers on Shopee Live to conduct user research on what products will sell out, uses their sales reports to figure out the best window to livestream, and influences conversion and loyalty by rewarding customers with gifts. 

Khaled, who hosts all livestream events, explains how he drives urgency and spontaneity during the short windows of purchase: “We have a timer countdown for promotion times for the users to come in and rush for the products on special price during game sessions. We also reward loyalty: if they buy a certain quantity of products, for example, we give them free gifts. With every purchase of more than 1kg of chocolate, we give them 100g free.”

Kenneth Soh, Head of Marketing at Shopee Malaysia, said, “We are so happy that PHINIX STORE has found the secret sauce for local sellers to succeed online. Shopee Live has been accelerating as a new and effective way to create two-way, personalised engagements between sellers and buyers to drive on-the-spot sales. We intend to empower even more local businesses to scale online in this way.”

Commenting on plans for the future and aspirations for other Malaysian sellers like themselves, Khaled and Husman agree, “Our plan is to expand our business outside of Malaysia via Shopee International Platform, with our perfume product, Hush, and food products. We call on all sellers to have an online shop with Shopee to expand their market reach. Shopee provides the best platform to sell and promote products. Shopee also can teach us how to sell products for those without any knowledge in live streaming.”

To date, PHINIX STORE has accumulated 74,000 followers on Shopee. These followers have bought 85,714 kilograms of Dubai Chocolate, and 163,000 pieces of Milo Energy Cubes. The store also offers luxury perfumes and sambal, catering to local tastes.