Answering TikTok chats

Created by Kim Santos, Modified on Wed, 26 Mar at 6:14 PM by Kim Santos

Purpose/Goal

Provide prompt responses to customer inquiries to maintain customer satisfaction. We check buyer chats twice daily to minimize SLA violations.

Resources Needed

TikTok Shop Seller Center

Knowledge Base

[Video link] - where can they go to learn more? YouTube? Video from Amazon Course?

Attach Loom Video of SOP Being Done

[Video]

Overview of Steps

Step 1 - Go to TTS Seller Center homepage, click on the Customer Messages Tab located on the upper right side of your screen.

Step 2 - Shop chat interface

Step 3 - Close the chat

Step 1 - Customer messages tab

See picture
Here’s what you’ll see upon clicking the customer messages tab

Step 2 - Shop chat interface

Step 3 - Close the chat

To enhance our first response resolution score, it’s recommended to close buyer chats promptly after providing a comprehensive response. This practice won’t negatively impact our shop scores or SLA, as confirmed by live support.

This SOP is pretty much self explanatory, it outlines the key functionalities of the TikTok Shop Seller Center Shop Chat feature.