How to Improve Your Shopee Chat Response Rate (CRR) and Boost Better Customer Service

In the competitive world of Shopee e-commerce, delivering exceptional customer service is a key driver of conversion, buyer trust, and long-term store performance. One of the most critical metrics for evaluating your customer service efficiency is your Chat Response Rate(CRR). In this article, we'll break down:


	

	
The types of Shopee chats
	
	

	
Key chat-related performance metrics and how they're calculated
	
	

	
Why improving your Chat Response Rate matters
	
	

	
How to provide excellent customer service
	
	

	
How Duoke AI can help you boost your Chat Response Rate automatically
	


 

Types of Shopee Chats

Understanding the types of messages you receive on Shopee helps you organize and prioritize responses more effectively. There are five main categories:

① Buyer Chats

Direct inquiries from buyers, including product questions, shipping concerns, or return requests.

② Seller Chats

Messages proactively sent by sellers to follow up on unpaid orders, request reviews, or resolve post-sale issues.

③ System Messages

Automated notifications from Shopee, such as order updates or promotional alerts.

④ Order-Related Chat

Conversations that occur after an order is placed, typically about shipping, delivery, or returns.

⑤ Affiliate Messages

Messages related to live streaming, vouchers, or platform campaigns.

Shopee Chat Metrics: How to Calculate Shopee Chat Response Rate (CRR)

Chat Response Rate (CRR) will be calculated based on chats from the last 30 days of your shop (previously based on chats from the last 90 days).



CRR will be calculated based on your shop's chats for the last 30 days. 


	

	
CRR is updated on a daily basis.
	
	

	
CRR is only counted when you reply within 12 hours of the message being sent (including messages sent after midnight as well as on weekends and Public Holidays).
	
	

	
CRR is calculated when you have received at least 2 chat threads in the last 30 days.
	
	

	
CRR is measured by how efficient sellers respond to buyers via Shopee Seller Chat based on the following criteria:
	






Here are the most important Shopee message KPIs:

✅ Response Rate

Definition: Percentage of buyer chats you respond to within a certain timeframe (usually 12 hours).

Response Rate = (Number of timely responses / Total buyer-initiated chats) × 100%

✅ Response Time

Definition: The average time it takes for you to send the first reply after receiving a buyer chat.

Average Response Time = Total response time / Number of chats

✅ Chat Conversion Rate

Definition: Measures how many chats lead to a completed order.

Chat Conversion Rate = (Number of orders from chat / Total chat sessions) × 100%

✅ Unreplied Chats

Definition: Messages from buyers that haven't received a response yet. Higher unreplied counts can negatively impact your response rate and customer satisfaction.



 

Why Does Shopee Chat Response Rate (CRR) Matter?

Improving your reply rate on Shopee benefits your store in several ways:


	

	
Boost Store Rating: Shopee considers your responsiveness when evaluating store quality.
	
	

	
Higher Buyer Trust: Prompt responses reassure buyers and increase purchase confidence.
	
	

	
Better Conversion Rates: Fast answers to buyer concerns reduce hesitation and encourage checkout.
	
	

	
Eligibility for Campaigns: Good customer service is often required to participate in special promotions or Shopee Live events.
	


 

How to Provide Excellent Customer Service on Shopee?

Here are practical strategies to improve your customer service:


	

	
Be quick and responsive: Reply quickly to help buyers make decisions, which may in turn drive your sales.
	
	

	
Be engaging and polite: Understand your buyers' needs and personalize your answers accordingly.
	
	

	
Be clear and simple: Provide straightforward answers and utilize easy-to-understand language
	
	

	
Be professional and patient: Provide support both before and after sales to build customer loyalty.
	






 

How Duoke AI Helps You Improve Chat Response Rate (CRR) Automatically?

Duoke AI is a powerful customer service solution built specifically for cross-border sellers. Here's how it boosts your Chat Response Rate on Shopee:


	
Duoke Auto Reply


Duoke automatic reply will calculate the chat response rate, so using Duoke automatic reply can ensure and improve the store chat response rate.


	
Real-Time AI Chatbot Reply


Duoke's AI Chatbot responds to buyer messages 24/7 with human-like accuracy, ensuring no chat goes unanswered and helping to confirm your 12-hours response rate.


	
Multilingual Support


Communicate effectively with global buyers through automated translations in multiple languages.


	
Performance Insights


Track your response rate, chat conversion, and satisfaction scores from one centralized dashboard.



 

Reply examples from Shopee Seller Center?

Pro-sale





Post-sale







Conclusion

Improving your Shopee Chat Response Rate (CRR) is not just about faster replies—it's about building buyer trust and delivering value. With tools like Duoke, you can automate your customer service, maintain high responsiveness, and unlock new growth opportunities.

Ready to level up your customer service? Try Duoke and see how effortless great support can be.