IM Chat Response

Rate & Time

What Is Chat?
• Quick Fact: 60-70% of chat conversations come from Product Details Page
• Most customers who ask questions through Chat have viewed your products and have shown
interest in them
• Chat is able to convert interested customers to buying customers!

Benefits of maintaining a good chat:

Build Customer Loyalty Ensure Customer Satisfaction Drive Sales Conversion

What Is Chat Response Rate?

It is the percentage (%) of chat conversations that you respond to by end of next working
day

It is calculated based on chat conversations you receive in the past 5 to 11 days

Example: The Chat Response Rate that you see on 8 July 2019 is based on the chat
conversations you received between 27 June to 3 July

Good Chat Response Rate: ≥85%

Sellers with Chat Response Rate

≥85% have up to 69% MORE
conversion rate VS
Sellers with Chat Response Rate
<80%
Chat Response Rate

For the chat conversations you receive during the weekend and public
holidays, you can reply to it latest by the end of coming workingday

For example:

• If I receive a message on Thursday at 10:15am, I have to reply before

Friday 10:15am

• If I receive a message on Friday at 10:15am, I have to reply before Hi!

Monday 10:15am

• If I receive a message on Monday at 10:15pm (after working hours), I

have to reply before Tuesday 11:59pm

• If I receive a message on Saturday at 10:15am (weekend), I have to

reply before Monday 11:59pm

• If I receive a message on Tuesday (public holiday) at 10:15am, I

have to reply before Wednesday 11:59pm
Chat Response Rate
What type of messages do you need not reply to?

Buyer Shortcut System Messages (order

Messages confirmation)
Calculating Chat Response Rate

On 1st July, your Chat Response Rate = 75%

This means that from 11 days ago (20 June) to 5 days ago (26 June),
you have received 12 chat conversations & replied 9 of them

So, 9 ÷ 12 = 0.75 → 75%

What Is Chat Response Time?
It is the average of time you take to respond chat conversations received during working hours (working
day 9:00am till 6:00pm)

Chat conversations received outside of working hour will be excluded in Chat Response Time
calculation

It is calculated based on chat conversations you replied in between 5 days ago to 11 days ago, e.g. the
Chat Response Time that you see on 8 July 2019 is based on the chat conversations you received in
between 27 June to 3 July during working hour

Good Chat Response Time: ≤30 min

Sellers with Chat Response Time ≤30 min

have up to 65% MORE conversion rate
VS
Sellers with Chat Response Rate >30 min
Calculating Chat Response Time

On 1 July, your Chat Response Time = 29 min

This mean from 11 days ago (20 June) to 5 days ago (26 June), you have
replied 4 chat conversations & the total chat response time is 117 min

So, 117 ÷ 4 = 29 min

HOPE YOU HAVE A HAPPY
SELLING JOURNEY!
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