How Do I Improve My TikTok Shop Response Time?
Reply to every buyer when they write, including at night and during LIVEs, with an answer to their actual question. TikTok Shop measures how sellers respond to buyer chat and sets the rules per market, so start with your Seller Center. Then cover the hours and the bursts you can’t. AeroChat answers TikTok Shop buyer chat from your product details and policies at any hour, and hands problems to your team.
Check the rules first
Open the shop performance or customer service section of your TikTok Shop Seller Center. It shows how your shop is measured on chat and your current figures. Marketplaces set their own chat rules per market and change them from time to time. We don’t repeat the figures here. Check the current ones in your Seller Center. Check how TikTok Shop treats automated messages for your market before you change how you answer.
Why response time slips on TikTok Shop
A video takes off at night, or a LIVE brings hundreds of buyers at once, and the chat fills up faster than anyone can type. Sellers describe getting through the LIVE and then facing a long list of unanswered chats. Many are the same few questions: which shade, which size, what’s in the set, when it ships.
The usual fixes and their limits
- Quick replies. Faster typing for the questions you can predict. See TikTok Shop quick replies.
- A dedicated chat person during LIVEs. It covers the LIVE. Chats keep coming after it ends.
- Answering from your phone at night. It works until you sleep.
How to handle it with AeroChat
Connect TikTok Shop and train AeroChat on your listings and policies. It replies to each buyer as soon as they write, with a specific answer. Your team sees every conversation in one inbox and takes the ones AeroChat hands over.
Buyer (TikTok Shop buyer chat, 1:15am): Does the 3-in-1 set come with the travel case? (example)
AeroChat: Hi! Yes, the 3-in-1 set includes the travel case. The 2-in-1 set doesn’t. Both ship within two working days (example).
Behind the reply: set contents and packing time from your product details. Nobody on your team was awake.
Copy this into AeroChat
Answer every buyer in TikTok Shop buyer chat as soon as they write, from our product details and policies.
- Name the product and variant when a buyer describes one from a video or LIVE.
- Answer shade, size and set questions from our product details.
- For delivery, give our packing time and point to the order in the TikTok app. Never promise a delivery date.
- Keep the conversation in TikTok Shop chat. Never send outside links.
Hand wrong items, damaged parcels and disputes to our team with the photo. Reply in the buyer’s language.
What to connect
- TikTok Shop. Buyer chat, connected from the dashboard. Our team takes you through TikTok Shop’s approval steps.
- Your product details. Listings, shade lists, size charts, or a synced Shopify catalog.
- Stock. A Google Sheet or an inventory system with a public API.
Related: chat response time and sales, first response time.
Questions
Do AeroChat replies count toward TikTok Shop’s response figures?
TikTok Shop decides how it counts replies. Check how your Seller Center describes it for your market.
What happens to chats AeroChat can’t answer?
They go to your team in the AeroChat inbox, with what the buyer already said.
Does it cover Shopee and Lazada too?
Yes. See manage Shopee, Lazada and TikTok Shop chats in one place.
Which TikTok messages does AeroChat answer?
AeroChat answers TikTok Shop buyer chat, the messages buyers send your shop.
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.
Reply when your buyers write
Connect TikTok Shop, train AeroChat on your listings and message your own shop late at night.
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On Shopify? Install AeroChat from the Shopify App Store.