Detailed explanation of Shopee chat tool: improving communication efficiency and customer satisfaction

The “Chat” tool on the Shopee platform (called “Chat” in the English version) is an important channel for communication between buyers and sellers. It can not only record the communication information between the two parties, but also cover order details, coupon issuance and other functions. Helping sellers better manage buyer information and improve the quality of sales services.

Overview of chat tools

As one of the core functions of the Shopee platform, the chat tool provides sellers with the opportunity to communicate with buyers in real time. Through chatting, sellers can not only answer buyers’ questions about products and improve product conversion rates, but also handle after-sales issues to ensure buyer experience.

Entering the chat interface is very simple, just log in to the Seller Center backend and click the “Chat” button. In this interface, sellers can search the historical chat history of a specific buyer or view the latest chat information.

Main functions

Add fans

Although the function of adding fans is mainly implemented through the Shopee mobile APP, this function helps sellers accumulate a loyal user base. For example, in the Malaysian market, users can easily follow stores of interest by clicking the “Follow” button.

Bargaining function

The chat tool also supports turning on the negotiation function, allowing buyers to discuss product prices. Sellers can activate this feature through the relevant settings under “Shop Management” in the Seller Center.

Send message

Using the chat tool, sellers can send messages in a variety of formats to buyers, including but not limited to text, emoticons, pictures, etc. The chat interface is intuitively designed to facilitate sellers to quickly respond to buyers’ inquiries.

Set quick replies

In order to improve communication efficiency, the chat tool allows sellers to set commonly used reply templates. These canned messages can save a lot of time during busy periods. In addition, the chat response rate is one of the key indicators to measure the seller’s service level, affecting the overall score of the store and buyer trust.

Chat settings

The chat settings page provides a wealth of customization options, including message shortcuts, automatic reply settings, etc. These features help improve sellers’ productivity and ensure good customer service even during non-working hours.

Message shortcut keys

Message shortcuts allow sellers to prepare a series of standard responses in advance to quickly respond to buyer questions.

Auto-reply

The auto-reply function is divided into two types: default auto-reply and offline auto-reply. The former will respond immediately when the buyer sends a message for the first time; the latter will automatically send a preset message during the seller’s non-working hours.

Other settings

In addition, chat settings also include functions such as notifications, timestamps, and performance data analysis to help sellers comprehensively monitor chat effects.

In short, the “Chat” tool is not only a bridge for communication between buyers and sellers on the Shopee platform, but also an effective means for sellers to improve their store image and enhance buyers’ trust.