How to efficiently set up Chat function in Lazada store

Setting up Chat in a Lazada store is a very important skill that can help merchants save communication costs, reduce customer service pressure, and improve the store’s message response rate and response time index scores. This article will guide you in detail on how to configure this feature through the path of “My Account → Set up Chat”.

Quick reply settings

Setting up quick replies is an effective way to improve reply efficiency. Merchants can organize frequently asked questions into a series of standard phrases that can be quickly selected and sent in the chat window to respond to customers faster and improve service quality.

• Example quick reply:
  • “Hello, we are online and happy to serve you. Is there anything that can help you? (Hello, we are online and happy to serve you. Is there anything that can help you?)”
  • “Hello, I am happy to serve you. The product you said is in stock and can be purchased. And enjoy free shipping activities policy. Buy. And enjoy free shipping policy )”
  • “Thank you for purchasing our products, happy cooperation, and look forward to the next visit. (Thank you for purchasing our products, happy cooperation, and look forward to the next visit.)”

After completing the settings, merchants can directly click on these shortcut phrases in the chat interface to send them.

Auto-reply settings

As the order volume increases, customer service faces increasing pressure for consultation. This not only affects the efficiency of customer service, but may also lead to the loss of customers. Therefore, it is particularly important to set up the automatic reply function appropriately.

• Text-only autoresponses: Select “Text-only” under the “Autoresponses” tab and enter your canned reply text there. In this way, every time a customer opens a conversation, the system will automatically send a pre-set message.

• Enhanced automatic replies: In addition to plain text, you can also set up action replies that contain more interactive elements, such as:

  • Text form: “How to enjoy free shipping”, when clicked it will display “Buy any two items across the store and enjoy free shipping (Buy any two items across the store and enjoy free shipping)” Enjoy free shipping on items).”
  • Image format: “Learn more about store activities (Learn more about store activities)”, click to send relevant images.
  • Coupon format: “Store minimum threshold coupon” allows you to select any coupon in the store as reply content.
  • Shop follow invitation: “How to follow the shop (How to follow the shop)”, after clicking, a follow link will be sent to the customer.

Through the above steps, merchants can significantly improve their customer service experience and effectively manage the growing demand for inquiries.