TikTok Shop to implement 12-hour customer response rate assessment starting July 6
TikTok Shop will officially assess sellers' customer response rate within 12 hours starting July 6. This metric measures the speed at which sellers respond to buyer inquiries over the past 30 days, including weekends and holidays. Sellers who fail to meet the standards will face penalties from the platform.
What are the key facts?
- 1TikTok Shop
- 2customer response rate
- 3effective July 6
What happened?
TikTok Shop is strengthening customer service standards, requiring sellers to respond to buyer inquiries within 12 hours, covering all time periods. The implementation of this policy aims to enhance user experience and improve service quality. Sellers need to ensure timely responses to consumer inquiries at all times. Failure to meet the standards will result in penalties, so businesses must adequately prepare and respond to this requirement.
What does this mean for cross-border sellers?
Sellers need to optimize their customer service teams' schedules to ensure timely responses even during non-working hours and holidays, to maintain good account performance. Investing more in customer service directly affects sales and reputation.