24-Hour Backend Q&A Service Hosting

1. Service hours

It covers the active hours of all target markets on Shopee's entire site 24 hours a day, supports seamless connection across time zones (such as Southeast Asia, Taiwan, China, Latin America and other multi-regional sites), and has no service intervals at all.

2. Response timeliness

Consultation messages are responded to within 2 minutes at the second level, and urgent after-sales inquiries are prioritized for connection within 1 minute, ensuring that user inquiries at different times and in different scenarios can be quickly reached.

3. Service Scope

Full-chain consultation closed loop: covering all scenarios from pre-sale to in-sale, including product function/specification consultation, order placement process guidance, coupon usage Q&A, real-time logistics trajectory query, and assistance with order address or specification change.

In-depth after-sales handling: Undertake the initial review of return and exchange applications, register and follow up on after-sales issues such as damage or missed delivery, pre-mediate platform disputes, and soothe user complaints, etc., to reduce the rate of after-sales disputes.

Multilingual adaptation: Supports responses in multiple languages including Chinese-English, Chinese-Thai, Chinese-Vietnamese, Traditional Chinese, and Malay, meeting the local communication needs of Shopee's multiple sites.

4. Management and quality control mechanism

Three-shift system: Equipped with professional customer service teams in the morning, at noon and in the evening, each shift has a dedicated team leader to ensure the stability and professionalism of service.

Real-time quality inspection: Dual quality inspection by system and manual, real-time monitoring of reply scripts, response timeliness, and problem resolution rate. Unqualified responses are corrected immediately.

Daily/Weekly Data Report: Daily synchronized core data such as consultation volume, response timeliness, problem resolution rate, and consultation conversion rate; Output user feedback analysis reports every week and distill suggestions for product/operation optimization.

5. Emergency support

During peak promotion or event periods, the customer service expansion mechanism is automatically activated, and an additional backup customer service team is assigned to avoid a backlog of inquiries.

In the event of sudden system failures or special public opinions, emergency scripts and connection processes will be initiated within 3 minutes to ensure that user experience is not affected.