How Do I Prepare Customer Service for 11.11?
Start six weeks out: write down your sale rules, connect every chat channel to one inbox, and have AeroChat answering the predictable questions before the rush starts. 11.11 is one of the busiest sale days of the year for marketplace sellers. Most of it is the same few questions about vouchers, stock and delivery. AeroChat answers those in seconds in Shopee, Lazada and TikTok Shop chat and on your own channels, so your team handles only the chats that need a decision.
What 11.11 does to your chat
Buyers add to cart for days before, then ask questions at midnight when the prices change. They want to know which vouchers stack, whether the price is the real sale price, whether a color is coming back, and when the order ships. After the sale, “where is my order” questions run for one to two weeks, followed by returns.
The marketplaces keep measuring you through all of it. As of November 2026, Shopee counts a chat as answered only if you reply within 12 hours (Shopee Seller Education Hub, Singapore, dated 1 September 2026), and Lazada’s rate is based on answering every message between 8 am and 11 pm within 10 minutes (Lazada Seller Center, Philippines, updated 26 November 2024). Auto replies do not count on either.
A plan for the next 11.11
- Six weeks before. Connect your Shopee, Lazada and TikTok Shop chats and your own channels to AeroChat, so everything lands in one inbox. Add your product details, size charts and policies.
- Three weeks before. Write your 11.11 campaign note: sale times, store vouchers and minimum spends, free gifts, items excluded, dispatch time during the sale, and returns for sale items.
- Two weeks before. Test. Ask your own shops the twenty questions you got most last year, in the languages your buyers use, and fix any answer that is off.
- The week before. Decide who on the team takes handed-over chats, and in which hours. Check your stock sheet updates often enough for sale day.
- Sale day. AeroChat answers. Your team watches the handover queue for complaints, payment problems and voucher errors.
- After the sale. Switch the campaign note to post-sale: dispatch backlog times, tracking, and how returns work.
The usual fixes and their limits
- Extra staff for the week. They need training on products and policies, which takes the time you do not have.
- Quick replies and message shortcuts. They count as replies and still need a person to send each one.
- Auto replies. They acknowledge the buyer, and they do not count toward chat response rate on Shopee or Lazada.
- Marketplace chatbots. Helpful for common questions inside one marketplace. Each one is set up separately.
How to handle it in chat with AeroChat
AeroChat answers from your 11.11 campaign note, product details and live stock, in the buyer’s language, in every marketplace chat and on WhatsApp, Instagram, Messenger and web chat. Complaints, faults and payment problems go to your team with the details collected.
Buyer (12:03 am): Is the 11.11 price already on? Cart still shows old price for the rice cooker
AeroChat (12:03 am): Yes, the 11.11 price is live now (example). Please refresh your cart. If you also claim our store voucher on the shop page, you get an extra 8% off orders over the minimum spend until 11:59 pm tonight (example).
Copy this into AeroChat
During our 11.11 sale, follow these steps in every chat.
- Answer price, voucher, minimum spend and free gift questions from our 11.11 Campaign Note (example). Say exactly when each offer ends.
- Before saying an item is in stock, check our stock sheet.
- For delivery questions, give our dispatch time for sale orders from the campaign note.
- If the buyer says a voucher did not apply or the price looks wrong, ask for a screenshot and hand the chat to our team.
- For damaged, wrong or missing items, ask for the order number and a photo, then hand the chat to our team.
Never invent a discount or promise a delivery date. Reply in the buyer’s language.
Write the campaign note before you paste the recipe.
What to connect
- Your marketplace shops. Shopee, Lazada and TikTok Shop buyer chat. Each sets its own approval steps for chat access, and our team takes you through them, so start early.
- Your own store. Shopify, WooCommerce and Wix are built in for products, stock and orders.
Questions
How early should I set this up?
Six weeks before is comfortable. Marketplace chat access has its own approval steps, and you want time to test.
Can I manage all marketplace chats in one place?
Yes. See managing Shopee, Lazada and TikTok Shop chats in one place.
What comes after 11.11?
12.12, a month later. See preparing for 12.12.
Is there a longer guide?
Yes. Peak season customer service for 11.11, 12.12 and Black Friday.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Be ready before the midnight rush
Connect your shops, write your 11.11 campaign note, paste the recipe, and test it with last year’s questions.
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On Shopify? Install AeroChat from the Shopify App Store.