TikTok Shop is fast becoming a ‘go-to’ marketplace. It has a younger, more socially savvy audience (sorry millennials), who have sky-high expectations for faster, more responsive, and — all importantly — more friendly, customer service.
Here, we’ll look at how to totally nail customer support on TikTok Shop, establish (and retain) customer trust, and convert more viewers into buyers.
1. Be Available and Responsive
TikTok’s platform thrives on speed and interactivity, which means customer support should follow suit — no matter the time of day. Responding to inquiries fast, be that through comments, direct messages, or emails, is key to building trust and meeting customer expectations. Studies show people are more likely to purchase from brands that respond within an hour (we did tell you they had high expectations) so prioritizing a quick response will directly impact sales.
Pro Tip: Use an omnichannel support tool to consolidate messages across platforms, so it’s much easier to manage TikTok inquiries, alongside any other eCommerce sites you might be selling on.
2. Address FAQs in Product Descriptions and Videos
TikTok Shop is a feast for the eyes — and if your imagery isn’t, you’ll get left behind. Answer questions you get asked repeatedly (such as shipping times, product features, and return policies) directly in your content. This will help customers find answers without having to ask you, which will have the added bonus of saving you time.
Pro Tip: Add FAQ answers in video captions or overlay text. This helps answer questions in real time, while viewers are already engaging with your content.
3. Use TikTok’s Comment Section as a Support Tool
It’s not rocket science that comments are public and can influence other potential buyers, so treat them as part of your support strategy. Respond promptly and professionally to customer questions and concerns in the comments, and encourage satisfied customers to share positive feedback. This will resolve individual issues, but also establish your brand as customer-focused, friendly and responsive to a wider audience.
Pro Tip: If you’re receiving repeat questions, consider creating a “pinned” video answering FAQs, which can serve as a useful resource for new viewers.
4. Use TikTok’s Live Shopping Feature as Real-Time Support
TikTok’s live shopping feature is an interactive way to engage with potential buyers and answer their questions live. During these real-time shopping sessions, encourage people to ask questions, highlight product benefits, and voice common pain points. The more interactive and transparent you are, the more likely you are to gain the trust and interest of viewers.
Pro Tip: Prepare a list of frequently asked questions to address during the live session, covering shipping, returns, and product details to proactively answer queries. Consider sending out a fact sheet to interested parties.
5. Maintain a Friendly, Social Media-Savvy Tone
Here’s that clincher again… TikTok users are used to a very relaxed, casual tone, so a conversational approach to customer support can help your brand connect with them. Professional doesn’t mean starchy, so try not to be too formal. Go instead for approachable and friendly — chatty, even. Use this same tone every time you interact with a customer, whether that’s in comments, DMs (direct messages) or live sessions.
6. Add TikTok Customer Support to Your Overarching eCommerce Strategy
A consistent approach to customer service across all the channels you sell on will create a professional, seamless experience. Include TikTok customer inquiries alongside all your other support platforms to make sure every query is handled efficiently — and in the same way. An integrated tool can help you manage interactions across all your sales channels, whatever they may be.
Pro Tip: Use a centralized customer support tool to streamline messages across multiple channels, ensuring TikTok Shop support is as efficient and thorough as your other platforms.
7. Use Data to Track Customer Satisfaction and Optimize Support
Tracking metrics such as response time, customer satisfaction, and issue resolution rate can provide valuable insights into your support strategy’s effectiveness on TikTok Shop. Analyzing these metrics will help you identify where you need to up your game, and will guarantee you’re delivering the best possible experience across the board.
Pro Tip: Regularly review support data to adapt and refine your approach, creating a smoother customer journey and higher satisfaction rates.
8. Automate Responses to Common Questions
Consider automation for basic customer inquiries, such as order tracking or return policy questions. This helps handle high volumes of queries efficiently and will mean customers receive a useful response quickly, especially during peak periods. An AI-powered support tool can give prompt, accurate replies to frequently asked questions — not to mention save you time.
9. Use Influencers and Ambassadors to Handle Customer Queries
Partnering with TikTok influencers or brand ambassadors can be an effective way to manage support on TikTok Shop. By involving influencers, you can answer customer questions from a trusted source, which will give you visibility and credibility, and foster a sense of community around your brand.
Pro Tip: Create FAQ resources or provide influencer partners with a support guide so they can respond accurately and consistently to questions about your products.
10. Set Clear Expectations for Shipping and Returns
Transparency around shipping times and return policies is crucial wherever you’re selling, and TikTok Shop is no exception. Display shipping times clearly and prominently in your product listings and videos whenever you can. Clear return policies will help manage customer expectations, and reduce the admin around orders and shipping.
Enhance Your TikTok Shop Support Today
Providing excellent customer support on TikTok Shop can help you stand out and build a loyal customer base.
If you have any questions or need help with your eCommerce customer service, start a no-obligation, free trial to explore how eDesk can simplify customer interactions across all your sales channels.
Optimize your customer support, increase your sales, and start delighting customers on TikTok Shop today.
