How to Improve Shopee Store Response Rate Using Duoke

We know that as a seller, we not only need to select products, put them on shelves and sell them, but also need to do a good job of receiving buyers in the process to ensure that buyers can get good communication and service based on their interest in our products. This is why both Lazada、Shopee and other platforms will have an assessment of the store response rate, because this is also a very critical and important link for our store operations.

If we do not respond or respond in a timely manner, buyers will abandon their orders due to poor service, and even complain to the store This series of problems will lead to a decrease in our buyer satisfaction, a decrease in store ratings and weight, and ultimately affect our store revenue.

Therefore, today I will introduce to you what we should do to improve the Shopee response rate, and how to use Duoke, customer service software, to help you improve the response rate, thereby improving store conversion more efficiently.

 
 What Is Shopee Response Rate & Why Does It Matter? 
Shopee's response rate refers to the proportion of sellers' responses to messages from buyers within a certain period of time. This ratio reflects the seller's response speed and attitude to buyers' inquiries, and is one of the important indicators for evaluating the seller's service quality. Shopee's response rate is usually calculated in 7 or 30 days. The platform calculates the response rate based on the seller's message responses in the recent period.




Why it's crucial for sellers:
Maintaining a high response rate on Shopee is crucial for sellers, as it directly influences their store's performance and sales potential.


	
First, Shopee's algorithm considers response rate when ranking stores, meaning a faster and more consistent reply rate can improve store visibility. This helps attract more potential buyers and increases traffic to your listings.
	
Secondly, Shopee response rate significantly impacts buyer trust and conversion rates. When sellers reply quickly, buyers feel valued and are more likely to proceed with their purchase. On the other hand, slow or missed responses may cause customers to lose interest and look elsewhere, resulting in lost sales.
	
Lastly, a good response rate is essential for participating in Shopee's promotional events. Shopee often requires sellers to meet certain service standards, including a high response rate, to qualify for campaigns like flash sales and special discounts. These promotions drive higher visibility and sales, making them valuable opportunities for growth.

By maintaining a high Shopee response rate, sellers can improve their rankings, build stronger relationships with buyers, and unlock more sales opportunities on Shopee.

Therefore, it is particularly important for us to improve Shopee response rate through customer service management.

 
Common Reasons for Low Shopee Response Rates 
So what are the reasons for the low response rate?


	
The first reason is that when the manual customer service is on break or off work, or on vacation, no one in the store responds online, but customers continue to inquire, and often the store will be questioned and complained by customers because of the lack of timely response.
	
Secondly, customer service agents face a large number of customer inquiries every day, and the most common inquiries are about product-related issues, including product discounts, product size selection, product delivery time, etc. These repetitive and basic questions occupy most of the customer service staff's working time.
	
Thirdly, if we still rely on manual responses to these basic and repetitive questions, over time this will lead to a decline in customer service capabilities and even store efficiency, which will be detrimental to the long-term development and efficiency improvement of the store.
	
In addition, if we also operate stores on multiple platforms, for example, a seller has opened stores on Shopee, Lazada, and Tiktok, then how to manage the stores more efficiently and improve the store response rate becomes even more critical.

Based on the above reasons, our Shopee response rate will decrease. Today, I would like to recommend a practical tool to improve customer service management efficiency - Duoke.



 
How Duoke Boosts Shopee Response Rates?&What Is Duoke?
Duoke is a Global E-commerce Al Customer Service System that integrates customer messages from multiple platforms such as Lazada, Shopee, Tik Tok, Tokopedia, Facebook, Mercado, etc., and unifies the management of multiple platforms and multiple stores to centrally and efficiently process customer messages.

It also provides a variety of practical functions to automatically respond to buyers' behaviors at all stages of the order process. Besides, it also provides exclusive AI Chatbot functions, 24/7 AI customer service for precise reception, helping to save 70% of manpower and effectively promote customer conversion.

 
Key Features to Improve Shopee Response Rates
✅ Auto-Reply & Quick Responses

Improve the FAQ settings. When replying, you can use quick replies to reply to buyers' questions in seconds. At the same time, when customer service agent is not online or worried about untimely reply, you can use automatic replies to help reply and ensure the store's response rate.



✅ AI Chatbot

Duoke AI chatbot can provide accurate online responses 24/7, covering more than 100 industry scenarios, effectively identifying and answering buyers' questions. When customer service agent is not online, AI can help you reply to messages easily, with a pre-sales problem-solving rate of more than 75%, effectively grasping the golden time for store conversion.，making your store efficient customer service management.





✅ Order Follow-up management

Order management can follow up the entire process of buyers from entering the store, consulting, placing orders to delivery, receipt, and positive reviews. At each core link, we can remind buyers based on store needs or buyer situations, thereby promoting store order rates and payment rates, while avoiding losses throughout the order process.



✅ Multi-Platform Integration

Duoke supports the aggregation of platforms such as Shopee, Lazada, Tiktokshop, Mercado, etc., and can reply to messages from multiple stores on one platform, effectively improving the store response rate; at the same time, it can also allocate stores and arrange customer service roles according to the customer service situation. In this way, the accuracy and efficiency of responses are also improved.

 
 Additional Tips to Improve Shopee Response Rate  
Establishing transparent customer service hours is critical for managing expectations and improving response rates. By clearly communicating availability (e.g., 9 AM–6 PM), customers know when to expect replies, reducing frustration from unanswered queries outside these hours. Display the schedule prominently on your website, social media profiles, and automated email responses to ensure visibility. During off-hours, use chatbots or automated messages to acknowledge inquiries and promise follow-ups within the stated timeframe.

A well-designed FAQ section is a powerful tool to deflect repetitive queries and free up support teams for complex issues. Start by analyzing common customer inquiries and structure FAQs around these themes. Use clear, conversational language and organize topics into categories for easy navigation.



Investing in continuous training ensures support teams deliver quick, accurate, and empathetic responses. Begin with product knowledge workshops to equip agents with in-depth expertise, reducing time spent researching answers. Train them to use CRM tools, canned responses, and AI-powered chatbots for routine tasks, accelerating reply times without sacrificing personalization.

 
Conclusion
High response rates are a cornerstone of success on Shopee, directly influencing customer satisfaction, search rankings, and sales performance.  Here's how optimizing response rates drives growth on the platform, it can boost Visibility & Search Rankings、improve Customer Loyalty & Repeat Purchaseand lead to higher Conversion Rates of store.



In order to maximize store revenue, we should make humans and tools work better together; let Duoke AI Chatbot handles basic and repetitive work, and let customer service agent be more involved in difficult, after-sales related issues. The better cooperation between the two can better improve the Shopee response rate.