How Do I Handle Customer Service When Selling on Shopify and TikTok Shop at the Same Time?
Answer TikTok Shop buyers and your Shopify customers from the same catalog, in one inbox. AeroChat answers TikTok Shop buyer chat about products, shades, sizes, bundles, delivery and returns from your Shopify product details. On your own channels it also looks up Shopify orders and takes payment in chat. TikTok Shop orders stay in TikTok Shop.
What sellers run into
On TikTok Shop, buyers message while they watch. Which shade was in the video? Is the set still available? When does it ship? A reply the next day often comes too late. At the same time, the Shopify store’s customers write on WhatsApp, Instagram and email about orders already placed. Sellers describe two very different kinds of chat, at very different speeds, landing in different apps.
The usual fixes and their limits
- TikTok Shop’s own chat tools. Useful saved replies inside Seller Center. Separate from your store’s channels, and kept up separately.
- Staff watching chats during LIVEs. It works for the hours someone is there. Buyers also message after the LIVE ends.
- A store chatbot that skips TikTok. Some chat tools don’t connect TikTok Shop buyer chat, so the busiest chat stays manual.
How to handle it with AeroChat
Install AeroChat on Shopify, then connect TikTok Shop. AeroChat matches the buyer’s description to your listings, for example “the pinky brown one from last night”, and answers from the product details.
Buyer (TikTok Shop buyer chat): Which size is the hoodie she wore in the video? She’s 165cm. (example)
AeroChat: In the video she wears the Cloud hoodie in size S. Our size chart puts 160 to 170cm in S or M. Choose M if you like a looser fit.
Customer (Instagram DM): I bought the Cloud hoodie on your website. Can I change it to M? #9014, kai@example.com (example)
AeroChat: Order #9014 hasn’t shipped, and the M is in stock at the same price. Shall I change it to M?
Behind the replies: the size chart and listing came from Shopify. The order change runs through Shopify’s Admin API after the email matched.
Copy this into AeroChat
Answer from our Shopify products and policies on every channel.
- TikTok Shop buyer chat: answer which product, shade or size was in a video, what a bundle includes, and our delivery and return policy. Orders and payment stay in TikTok Shop, so never send outside links there.
- WhatsApp, Instagram, Messenger, web chat and email: verify the order number and email or phone, give Shopify order status, and change the variant or address only if the order hasn’t shipped.
- When someone on our own channels wants to buy, send a payment link and confirm the order when the payment is detected.
Hand wrong items and damaged parcels to our team with the photo. Reply in the customer’s language.
What to connect
- Shopify. Built in.
- TikTok Shop. Buyer chat. Approval steps are set by TikTok Shop, and our team takes you through them.
- Your own channels. WhatsApp, Instagram, Messenger, email and web chat.
TikTok Shop guides: TikTok Shop buyer chat explained, TikTok Shop seller customer service, Shopify, TikTok Shop and marketplace messages in one place.
Questions
Which TikTok messages does AeroChat answer?
AeroChat answers TikTok Shop buyer chat, the messages buyers send your shop.
Can it look up a TikTok Shop order?
In TikTok Shop buyer chat, AeroChat answers from your product details and policies and points buyers to their order in the TikTok app. Shopify orders are looked up in Shopify.
Will it reply during a LIVE?
It replies to each buyer message as it arrives, during the LIVE and after.
Can I compare chat tools for TikTok Shop?
See chatbots for TikTok Shop sellers.
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.
Answer the video buyers and the store buyers
Connect Shopify and TikTok Shop, then ask your shop about the product in your latest video.
Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.