Growth · Buyer Engagement
Fast answers, good reviews, repeat buyers.
Buyer chat covered within platform SLA windows. Ratings and reviews responded to and actively solicited. Follower campaigns, vouchers, and broadcasts run through platform-native retention tools. One monthly retainer, one dedicated buyer-facing layer.
From 6M VND/month.
Vietnam-market specialist · Founded 2019 · Shopee Partner · TikTok Shop Partner
Is this you?
Three signs slow replies are costing you sales.
This is for you if
- You have a live store and buyer chat is slow, inconsistent, or no one's job.
- Your ratings and reviews are not being responded to or actively solicited.
- You want platform-native retention run properly - follower campaigns, vouchers, broadcasts.
- You run your own store operations but want the buyer-facing layer outsourced.
Looking for something else?
You want your ads and listings managed alongside buyer engagement.
Managed Marketplace OperationsFull store operations, not the buyer layer alone.
You need returns and refunds physically processed and coordinated.
Fulfillment & Operations (3PL)Buyer Engagement is the conversation layer, not the logistics layer.
What you get
A response in minutes, every day, every order.
Three clusters - fast chat, managed reviews, and platform-native retention.
Pre-sales chat
Buyer questions answered within platform SLA windows - product queries, shipping estimates, voucher questions, and checkout issues.
After-sales support
Order-tracking updates, escalation handling, and refund process guidance within platform policy.
Rating and review responses
Seller responses to every rating - negative, neutral, and positive. Handled promptly and professionally.
Review solicitation
Post-purchase follow-up messages and automated review nudges via platform tools. More reviews, better review quality.
Follower growth campaigns
Platform-native follower campaigns to grow your store's owned audience on Shopee and TikTok Shop.
Platform-native retention
Vouchers, member-exclusive deals, and broadcast messages to your follower list. Included in the Dedicated Agent tier at no extra charge.
How we deliver
Trained agents, your tone, your SLAs.
Onboarding in week one, full coverage from week two.
Onboarding
We review your current chat response rate, review score, and follower count - and set a baseline for the engagement.
Chat coverage
We take over the inbox within agreed hours and response SLAs per platform standard. Coverage confirmed and tested in week one.
Review management
Monitoring, response flow, and solicitation cadence set up in the first week and running continuously.
Retention setup (Dedicated tier)
Follower campaign, voucher schedule, and broadcast calendar configured and live.
Monthly reporting
Response rate, review score delta, follower growth, and retention activity summarized each month.
How it is priced
Per-message rates by tier. No retainers required.
Two tiers - shared-pool coverage or a dedicated, product-trained agent.
Shared-Pool
Light coverage
- Pre-sales and after-sales chat
- Rating and review responses
- Review solicitation
- One store, shared agent pool
- 3-month minimum
Dedicated Agent
Full coverage + retention
- Dedicated, product-trained agent
- Chat, reviews, and retention
- Follower campaigns, vouchers, broadcasts
- Retention included at no extra charge
- 3-month minimum
After chat is stable
Repeat buyers are the real growth lever.
Reviews compound, complaints decay
Once buyer chat is reliable, the next moves are protecting the brand from counterfeit reviews and amplifying the good ones.You want the buyer layer run with ads, listings, and campaigns.
Light shared-pool buyer engagement is included inside the full retainer.
You want paid ads managed by a specialist.
You want listing quality improved.
Frequently asked questions
What sellers ask before outsourcing buyer chat.
What are "platform SLA windows"?
Shopee and TikTok Shop score sellers on response rate and response time. Missing the window costs seller score and affects platform visibility. We cover your inbox within those windows - the exact thresholds differ by platform and are confirmed at onboarding.
Can I export my buyer list or build a CRM?
No. Shopee and TikTok Shop do not grant sellers access to buyer contact data. Platform-native retention (vouchers, broadcasts) is the channel - a CRM export is not possible and will not be implied.
What languages do your agents cover?
Vietnamese is the primary language. English queries are handled. Mixed Vietnamese/English conversations are common on both platforms and are covered.
Is there a guaranteed star-rating improvement?
No. Rating improvement depends on product quality, fulfillment reliability, and buyer experience - factors outside this service. We manage every response and solicitation professionally; we cannot guarantee a specific rating outcome.
What does "platform-native retention" mean?
Follower campaigns, member-exclusive vouchers, and broadcast messages sent through Shopee's and TikTok Shop's built-in seller tools to your existing followers. Channel-based retention - not email or SMS.
Can you handle returns and refund disputes?
We handle the conversation - escalation guidance and documentation within platform policy. Physical return processing and logistics coordination is Fulfillment & Operations (3PL) - a separate service.
Turn buyer messages into reviews and repeat orders.
A 30-minute scoping call is free. We review your current chat response rate and review score and recommend the right tier.
Prefer not to book a call yet? Send us your questions and we'll point you to the right next step.
From 6M/mo
Book a scoping call