What is the “Average Message Reply Time” and “% Chat Reply” information in the seller profile?
This information shows how quickly and actively sellers respond to chats from buyers. Two metrics are displayed:
- Average Message Reply Time
The estimated average time it takes a seller to respond to a buyer's message. The shorter the time, the quicker the seller responds to incoming chats. - % Chat Reply
Percentage of chats from buyers that were successfully replied to by sellers. Chats that were only replied to after more than 12 hours will be considered unanswered and may affect the seller's chat reply percentage.
Are all seller replies counted in this metric?
- No. Only replies are sent and written. directly by the seller which will be counted as a response.
- Auto-replies, such as Auto-Reply, do not count as valid replies in chat performance calculations.
- In addition, the time that passes when the store is in open status closed will not be included in the calculation of average message reply time.
- Chat performance is calculated based on chat activity during Last 7 days and will be updated periodically.
Where can I see my chat performance as a seller?
You can monitor the following information directly via seller conversation page:
- Average message reply time.
- Percentage of chats replied to.
- Chat performance over the last 7 days.
This information can be used to help you evaluate the speed and consistency in responding to customer inquiries.
Why is chat performance important for sellers?
A fast and consistent response can help buyers obtain the information they need before making a transaction. Good chat performance can also increase buyer trust and comfort when communicating with sellers.
How to improve chat performance?
To maintain good chat performance, sellers are advised to:
- Reply to buyer messages as soon as possible and no more than 12 hours.
- Check the seller's chat page regularly.
- Provide clear and appropriate answers to buyer questions.
- Set the store status to closed when you are unable to serve or reply to chats.
- Don't just rely on Auto-Reply because auto-replies don't count as valid responses.