If you’re a Shopee seller looking to boost your performance, one key area to focus on is your Chat Response Rate (CRR). A high CRR not only shows buyers that you’re attentive and reliable, but can also directly influence your sales, ratings, and buyer trust.
 

What Is Shopee Chat Response Rate (CRR) and Why Is It Important?

When customers message you on Shopee, Shopee tracks how well and how fast you reply using three key measurements:

1. Chat Response Rate (CRR): This is the percentage of messages you reply to within 12 hours. If you reply late (after 12 hours), it won’t count. A high CRR shows you’re responsive.

2. First Response Time (FRT): This is the average time you take to respond to the first message from a buyer.

3. Average Response Time (ART): This is the average time you take to reply to all messages. (But buyers can’t see this, only you can.)

Why Does It Matter to You as a Seller?

When your chat performance is good, it helps your business in 3 major ways:

• More Sales: Fast replies help buyers decide faster and increase your chances of getting orders.

• Fewer Refunds/Return: Answering questions clearly helps avoid misunderstandings that lead to returns or complaints.

• More Loyal Customers: Great service makes buyers happy and more likely to buy from you again.

Also, buyers can see your CRR and FRT on your shop profile. If they notice that your replies are slow or inconsistent, they might not feel confident to place an order, so it’s important to keep your CRR and FRT high.
 

How to Maintain a High Chat Response Rate (CRR) and Give Great Customer Service

These are strategies you can follow to keep your CRR high and make sure your buyers are happy:

Reply Within 12 Hours

• Always respond to new messages or offers within 12 hours so they count towards your CRR.

• To avoid missing messages, set reminders to check your Shopee Chat multiple times a day.

Use Message Shortcuts

• You can pre-save common replies (like “Hi! Yes, this item is available”) using Message Shortcuts.

• These shortcuts count as valid replies, helping you respond faster and more consistently.

Set Up Shop FAQs

Use the FAQ Assistant to answer frequently asked questions like:

• What’s the delivery time?

• How do I return an item?

• Is this product available in other sizes?

Note: FAQ answers won’t count in your CRR, but they help reduce the number of messages you receive.

Understand the Rules of CRR

• Learn which messages you need to reply to and what type of replies are counted.

• Check your CRR, First Response Time (FRT), and other performance metrics regularly in the Shopee App or Seller Centre so you can improve when needed.

Why High-Quality Replies Matter (Not Just Fast Replies)

It’s not just about replying quickly, how you reply also affects buyer satisfaction. Here’s how to make your replies better:

1. Be Quick and Responsive

The faster you reply, the easier it is for buyers to decide whether to buy your product.

2. Be Engaging and Polite

Use a friendly and respectful tone. Personalise your response when possible (e.g., use the buyer's name or refer to their specific question).

3. Be Clear and Simple

Don’t use complicated words or technical terms. Give straightforward and easy-to-understand answers.

4. Be Professional and Patient

Whether it’s before or after a sale, always stay calm and polite, even if the buyer is upset or confused. This builds trust and loyalty, which can lead to repeat purchases.
 

How to Turn Buyer Questions into Opportunities

Read Between the Lines

Buyers’ questions often show what they really need or worry about. For example:

• When they ask if the item is “ready stock,” they want it quickly and worry about delays.

• If they ask about delivery by next week, they might have an event or deadline.

• If they want other colors or sizes, they’re interested but don’t see what they want right now.

You can use these clues to respond better and even offer extras like notifying them when new stock arrives.
 

Add Extra Help

Don’t just answer the question, give helpful tips that make buying easier:

• Suggest size tips, bundle deals, or create a sense of urgency if stock is limited.

• This helps buyers decide faster and encourages them to buy more.

Use Chat as a Soft Sales Tool

Chats aren’t for pushing sales aggressively but for gently encouraging buyers:

• Add friendly, personal touches (like offering gift wrapping).

• End with a polite invitation to continue buying or ask if they need help with checkout.

Turn Complaints into Loyalty

When buyers complain (like getting the wrong item or late delivery), they want to feel heard and helped, not just refunded.

• Apologise sincerely and try to do a little extra (like letting them keep the wrong item while sending the correct one).

• Take responsibility and help track their parcel even if the delay isn’t your fault. This builds trust.
   

From Chat to Checkout

Smart sellers know that Shopee chat is where hesitation becomes a decision, and first-time buyers become loyal customers. But that kind of service takes time, attention, and systems that don’t fall apart when orders start piling up.

That’s why experienced sellers don’t just rely on good replies, they rely on good infrastructure. BigSeller doesn’t answer your chats for you, but it makes sure you’re not stuck juggling what’s behind the scenes.

Before the Sale

Buyers ask questions. You need answers, fast.

With BigSeller, you don’t need to dig through spreadsheets or log in to every platform. Inventory is synced, product details are centralised, and variations are clearly mapped. That means fewer "let me check" messages and more confident, instant replies that build trust.

During the Sale

The buyer confirms. Now it's on you to deliver, literally.

BigSeller auto-pulls orders from Shopee, generates waybills in bulk, and supports multiple couriers. No need to jump platform to platform or retype addresses. Even in peak season, you stay ahead, not scrambling.

After the Sale

A parcel’s late? A return request comes in?

Every order in BigSeller is traceable with status updates, tracking numbers, and shipping history. That means you can respond with clarity, not assumptions, and resolve issues without delay.
 

In the end, your reply is only as strong as what you can actually deliver and BigSeller makes sure your "yes" stays a yes. Create your free BigSeller account now!

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