Despite the delivery of food competition increasingly narrow in Malaysia, Shopee does not back down by joining the race. Just yesterday Shopee Malaysia he announced it recruiting pilots for ShopeeFood and KL and Selangor.
While it would be hard to find customers who complain about having more options, ShopeeFood will cut your job if you want to impress.
This is because Malaysians have long faced current problems in the local food delivery scene. To make ShopeeFood stand out as a choice, here’s what needs to be addressed.
1. Lack of competition and pilot volume
Recently, local service providers have downsized service providers and it was even said that there have been 85% drop in availability.
This is because most pilots slowly return to work full time or move on to work as messengers. These offer more stable incomes as they do not have to wait during the day to get unpredictable food delivery jobs.
Popular food delivery apps with their own fleets often also receive complaints from customers who made and paid for orders that never arrived. Customers typically point out the reason for these occurrences for being pilots who:
- They disappear completely with your orders (usually larger quantities and higher value),
- Affirm that they can’t find a customer’s location,
- Giving orders to the wrong person, without proper clarifications,
And there are also cases where customers have posted on social media about the receipt of their orders in terrible conditions or with completely missing food.
ShopeeFood has to address this lack of quality control when launching its service. It should properly examine its pilots, take customer feedback seriously, and take the necessary steps to align pilots with established standards.
With attractive incentives and adequate compensation, perhaps ShopeeFood would also be able to address the issue of pilot volume and availability.
2. Limited delivery radius, especially in less “popular” areas
From our previous one research in other food applications, a common problem we observed was that many have a limited delivery radius that affects those living in less central areas.
A smaller delivery radius means consumers have less variety of food options and even larger players with their own fleets like GrabFood, Foodpanda and Airasia cannot cater to all districts in the Klang Valley equally.
As someone who lives in Cheras, I find it hard to get food from the city center, PJ and Bangsar. One of the only platforms I’ve tried that this food can offer me is Beepit, but that’s because it outsources pilots of pilots from other vendors.
These orders within a wider delivery radius also tend to have higher shipping commissions. Unfortunately, we do not have the proper information to give reasonable suggestions for overcoming this without customers, users, or merchants having a cost.
It would be unfair to require ShopeeFood to immediately have a fleet large enough to provide equal coverage in both central and non-central areas. However, it would be something to consider in the future if they want to gain and maintain a good market share.
3. Inefficient updating of the application database
Another common problem in the delivery driver scene is the efficiency of their database, such as how quickly they can reflect changes, such as a store closing unexpectedly.
These events are not always updated in the app quickly (even with great players, depending on friends and colleagues who are frequent users). It becomes a problem when people assume that a store is still open, place their orders, and end up waiting for an hour or more, only to find out that their order is canceled.
I had one similar experience in RunningMan, where the change of location of a store caused several problems. The store not only received my order late, but the rider went first to its old location to pick it up.
In all, it took more than an hour to resolve the confusion about what would have been nothing more than a 20-minute delivery, as the store was nearby. When I called the app’s customer service, they simply described what had gone wrong, but I have no idea where the fault really lay.
Regardless, to overcome these issues, ShopeeFood must ensure that its database can be easily updated by merchants when necessary, that merchants are proactive in making changes, and that all such changes are reflected in the app as soon as possible. possible or preferably in real time. .
4. High commissions for traders
Last but not least, there is no news that food delivery applications may charge exorbitant expenses for their services. The merchants themselves have already expressed their concerns and urged customers to do so ask directly of their outlets.
An anonymous Reddit user who claims to be part of an F&B establishment in KL shared that the most recent rates quoted were 32% (GrabFood) and 28% (foodpanda).
For traders who refuse to raise their prices and instead depend on volume for profit, these rates can burn a hole in their pockets, especially with the cost of commodities rising recently.
If merchants set their costs to stay up to date, customers will have to pay higher prices for their orders, which can drive them away. Thus, many traders have resorted to assuming the weight of commission fees and earning few profits.
Notably, ShopeeFood should offer competitive rates that help merchants without also transferring costs to customers. One way to address this would be to discuss possible solutions with traders, taking into account their concerns and comments and reaching a compromise that would benefit all parties.
Once this trust is established between merchants and ShopeeFood, it would be easier to increase the incorporation rate and attract more customers to use the app.
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We often joke that it’s best not to get hooked on malays and our food, and if you want complaints to be created on social media, we’re not very happy with the current performance of our available food sharing apps.
We can’t say for sure what it would take to solve these problems and more, but if ShopeeFood is willing to take on a challenge, we have no doubt that their efforts will be recognized and appreciated.
At times like this, we all depend on each other more than ever to keep the economy afloat, and new initiatives should prioritize the introduction of more solutions rather than competition.
- You can learn more about ShopeeFood here.
- You can read more articles related to Shopee that we have written here.
Featured Image Credit: Shopee