Shopee Chat is where customers ask questions directly on the Shopee platform before buying - and this is the time to decide to switch: customers asking means they are comparing and close to buying, if you answer slowly or carelessly, you will lose the order to another shop. The key is to respond quickly with enough content, handle concerns about price/shipping/returns, and combine Shopee chat with other channels so there are no omissions. Zenify recorded a 21% increase in conversion rate (approved) when businesses responded to quick chats.
TL;DR
- Customer asks Shopee = close to buying — quick reply will close the order.
- Target FRT <15 minutes during operating hours.
- Scenario: confirm product → handle concerns → close order.
- Repeated questions (price, shipping, returns) have standard answers.
- Merge Shopee chat with channels so you don't miss any information.
Vì sao chat Shopee quan trọng
On the floor, customers compare many shops at the same time. Typical behavior:
Customers open 3-4 shops selling the same products.
Message asking the same question: "Is the product still in stock?", "when will it be delivered?".
Whichever shop responds quickly + has enough information → that shop will be purchased.
Responding slowly on Shopee not only loses a customer but also loses an order to a competing shop that is online at that moment.
Order closing scenario on Shopee Chat
When a customer asks for the first time
Hello sir/madam! Product [name] is in stock. I will send more detailed information and current promotions for your reference!
Goal: confirm stock availability (biggest concern), send enough information, create goodwill.
When customers wonder about price
Current price is [price] including offer [description]. Compared to the usual price of [original price], if you buy today, you will save [amount of money]. I will confirm your application for you!
When customers ask for shipping/returns
Shop delivers within [time] to [area], fee [fee or freeship]. Return within [time] if the product is defective. You can rest assured to order!
When guests "leave it there to think"
Yes, if you need any more information, just text me. I'll take a note to help you keep today's price - when you decide to text me!
Quick reply on Shopee
Turn on chat notifications on your phone for the person in charge.
FRT target: <15 minutes operating hours.
Use quick reply (Shopee has a quick reply feature) to ask about price, shipping, and returns.
Monitor the shop's response rate — Shopee calculates the feedback index, affecting rankings.
Merge Shopee Chat into the system
If selling on multiple channels (Shopee + Zalo + Facebook), Shopee chat needs to be combined:
Connect Shopee chat to the channel consolidation system (see Multi-channel consolidation).
No missing information when staff manages multiple channels.
Measure FRT, inquiry volume, conversion rate from inquiry → purchase.