Overview
This document defines what LMC’s Buyer Engagement service contains, how we deliver it, what the client receives, and where its scope ends. It is the source of truth for sales conversations, contract drafting, and delivery scope.
Buyer Engagement is one of five a-la-carte Marketplace Operations services. It is also a component bundled inside Managed Marketplace Operations. This page covers the standalone version - the lower-commitment option for clients who run their own store but want the buyer-facing layer outsourced. It was renamed from “CS & Review Management” in the 2026-05-21 portfolio rework and broadened to cover the full buyer relationship layer.
What it is
Buyer Engagement is the buyer-relationship step. It answers one question: “Are buyers on my Shopee and TikTok Shop stores getting fast answers, leaving good reviews, and coming back?”
LMC handles every buyer touchpoint on your stores - pre-sale chat, after-sale support, ratings and reviews, and platform retention mechanics - so buyers get fast answers, leave good reviews, and return.
Buyer Engagement is right for you if:
- You have a live store and your buyer chat is slow, inconsistent, or unmanaged.
- 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 conversation layer outsourced.
What it is not
Buyer Engagement is the wrong service if:
- You want phone or voice support, or a call center - text chat on contracted marketplace channels only.
- You want a database of all your customers to email or SMS - marketplaces own buyer data; no exportable list is possible.
- You want your ads and listings managed too - that is Managed Marketplace Operations.
- You need returns and refunds physically processed - that is Fulfillment & Operations (3PL), or the client handles it.
- You expect a guaranteed star rating - LMC manages reviews professionally but cannot warrant a rating.
On customer data: The marketplace owns the buyer relationship and the buyer data. There is no exportable customer database, no email or SMS list. Retention in this service means platform-native repeat-purchase mechanics, not a CRM system you can export.
Process
A scoped retainer with a fixed onboarding and an ongoing operating cycle.
- Onboarding (Week 1-2). We build the product knowledge base, the canned-response library, the tone-of-voice guide, and the escalation rules - what LMC answers versus what routes to you. You confirm all of this before we go live.
- Live-chat CS / CX (ongoing). Pre-sales and after-sales chat on Shopee and TikTok Shop in-platform messaging, answered within an agreed response-time SLA. Product, warranty, and dispute cases are escalated per the escalation rules.
- Rating and review management (ongoing). We respond to buyer ratings and reviews, solicit reviews from satisfied buyers post-purchase using platform-permitted prompts, and flag or dispute reviews that violate platform policy. We track the review profile over time.
- Platform-native CRM / CEM (ongoing). We operate the retention mechanics the marketplaces allow: Shopee follower tools and Follow Prize, chat broadcasts to followers, voucher-to-follower campaigns, and TikTok Shop message campaigns.
- Monthly report. Chat volume, average response time, SLA compliance, review profile movement (new ratings, average score), and retention actions run (broadcasts, vouchers, follower growth).
What this means for you: the buyer conversation is run to a documented standard you sign off at onboarding. You know exactly which cases LMC answers and which come to you.
Deliverables
At onboarding and through the cycle, you receive:
- Tone-of-voice and canned-response guide - written, agreed at onboarding.
- Escalation rule set - what LMC handles versus routes to you.
- Monthly Buyer Engagement report - chat volume, response time, SLA, review profile, retention actions.
- Review response log - recorded as an Odoo task record, available on request.
Price
Packaging mode: Scoped retainer, staffing-tiered.
| Tier | Scope | Price |
|---|---|---|
| Shared-pool (light) | Live-chat CS / CX plus rating and review management, one store, light volume, shared pool | 6,000,000 VND / month |
| Dedicated agent | One product-trained agent: chat, review, and platform-native CRM / CEM retention (broadcasts, Follow Prize, voucher-to-followers) | 15,000,000 VND / month per staff |
Minimum term: 3 months.
Platform-native CRM / CEM retention is folded into the dedicated-agent tier - there is no separate add-on charge for it.
All prices exclusive of VAT.
How it connects to the rest of LMC
Buyer Engagement is the conversation layer. It works best on a store that already has traffic and orders flowing.
| Your situation | Recommended next step | LMC service |
|---|---|---|
| Your store needs building or rebuilding first | Build the storefront | Store Build & UX |
| Your listings underperform on search and conversion | Fix the listings | Product Listing Optimization |
| You want paid traffic driving more buyers to engage with | Run the ads | Paid Ads Management |
| You need returns and refunds physically processed | Coordinate fulfillment | Fulfillment & Operations (3PL) |
| You want ads, listings, campaigns, and buyer chat all managed continuously | Full managed retainer | Managed Marketplace Operations |
If you want the buyer layer run as one part of full store management, that is Managed Marketplace Operations - buyer engagement at the light shared-pool level is included inside it. This standalone service is for clients who run their own store but want the buyer-facing layer outsourced.
Out of scope
- Phone and voice support. Text chat on contracted marketplace channels only. No phone, no voice, no video support.
- 24/7 coverage. Coverage runs on agreed business-hours windows. Always-on coverage is not in scope.
- Off-marketplace channels. Support on the brand website, Facebook, Instagram, Zalo, or any channel outside the contracted Shopee and TikTok Shop in-platform messaging is not included. Off-platform channels require separate scoping.
- Non-Vietnamese-language support. Vietnamese only.
- A true CRM database. Marketplaces own the buyer data. LMC cannot build or hand over an exportable customer list, email database, or SMS database. CRM / CEM scope is strictly platform-native retention mechanics.
- Fulfillment, returns, and warranty execution. LMC answers buyer questions and escalates cases. Physically processing returns, warranty repairs, or refunds is the client’s responsibility or the Fulfillment & Operations (3PL) service. Buyer Engagement is the conversation layer, not the operations layer.
- Review outcome guarantees. LMC manages and responds professionally and solicits reviews within platform rules. LMC cannot guarantee a star rating or remove genuine negative reviews. Only policy-violating reviews can be disputed.
How to engage
- Book a 30-minute scoping call - free. We confirm your store, store volume, and language needs, and recommend a tier.
- Receive scope of work and contract. Engagement begins on signature and deposit; the minimum term is 3 months.
- Onboarding (Week 1-2) - knowledge base, canned responses, tone guide, and escalation rules built and signed off.
- Go live - chat, review, and retention work begins.
- Monthly Buyer Engagement report delivered.
- Optional next step: move into Managed Marketplace Operations for full store management.