1. What is Buyer Satisfaction Rate?

• Buyer satisfaction rate measures how satisfied buyers are with the customer service they receive. It is calculated as the percentage of chat sessions where buyers give a 4-star or 5-star rating out of all rated chat sessions.
• The satisfaction survey will be sent to the buyer when the chat session is closed by the seller or the system or when buyer clicks "evaluate service.
• A higher Buyer Satisfaction Rate leads to stronger customer trust, better store ratings, and more sales.

2. Why Buyer Satisfaction Rate is important

• A high Buyer Satisfaction Rate has a direct impact on sales, repeat purchases, and brand reputation. Here’s why it matters:

2.1 Boosts Order Conversion Rate & Sales

• Buyers who receive fast and helpful service are more likely to complete their purchases.
• Sellers with a high Buyer Satisfaction Rate saw significantly higher order conversion rates compared to those with lower ratings.

2.2 Increases Buyer Loyalty & Repeat Purchases

• Positive experiences create loyal customers. Buyers who receive excellent service are more likely to return.
• Sellers with a high Buyer Satisfaction Rate saw significantly higher repeat purchases compared to those with lower ratings.

2.3 Reduces Buyer Complaints & Improves Store Reputation

• A high satisfaction rate means fewer disputes, fewer negative reviews, and a stronger brand reputation.
• A higher rating improves your store’s reputation and attracts more buyers.

💡 Simply put: Happier buyers = More sales, more loyal customers, and a stronger business.

3. How to improve Buyer Satisfaction Rate

For Customer Service Agents

3.1 Respond Quickly (Ideally Within 2 Hours)

• Timely responses show buyers that their concerns matter and build their confidence, which directly improves satisfaction and conversion rates.
• Sellers who reply within 2 hours also saw a significant increase in buyer satisfaction as compared to sellers who reply within 24 hours.
• They also experience a significant increase in order conversion rates

💡 Pro Tip: Remember, every interaction counts. Buyers expect a reply within 2 hours and prefer a smooth, continuous conversation once they engage.

3.2 Ensure Effective Issue Resolution

• Buyers see you as their trusted partner in their shopping journey. Helping them resolve their concerns can turn a casual browser into a loyal customer. Providing a smooth resolution experience improves satisfaction and encourages future purchases.
• Understand buyer concerns by putting yourself in the customer's shoes and finding the best possible solution for the buyers
• If you are not sure what the right solution is, turn on "Reply Recommendations" for AI-powered guided answers. (link how to set up reply recommendation feature)
• If it is something that you cannot solve, guide buyers to the appropriate support channel that will help solve their issues.

3.3 Always Respond to Transferred Chats

• Transferred chats require special attention because these buyers:
  • Have already interacted with a chatbot but didn’t find a satisfactory solution
  • Still need a human response to resolve their issue
• Unanswered transferred chats lead to the lowest satisfaction ratings, lost sales, and reduced chances of repeat business.
• Prioritizing these chats allows you to recover dissatisfied buyers, restore confidence, and secure the sale.

💡 Pro Tip: Your response at this stage can mean the difference between a lost customer and a long-term buyer. Think of transferred chats as a critical opportunity for service recovery. A prompt, helpful response can turn a frustrated buyer into a loyal customer.

3.4 Promptly Close Sessions which Ended

• Closing chat sessions efficiently improves the buyer experience and encourages valuable feedback.
• Confirm resolution: Before ending the chat, check with the buyer to ensure all concerns have been addressed.
• Encourage feedback: Let the buyer know you’ll be closing the chat and invite them to share their experience.
• Close promptly: Once confirmed, close the session to trigger the feedback survey.

💡 Pro Tip: A smooth chat closure leaves a positive final impression and increases the likelihood of high buyer satisfaction ratings.

For Customer Service manager

3.5 Train Your Customer Support Team

• A well-trained customer service team is essential for maintaining high buyer satisfaction. Make sure your team is equipped with these key skills:
  • Customer-first mindset: Always prioritize the buyer’s needs (link to training)
  • Positive communication: Use clear and reassuring language (link to training)
  • Empathy: Show understanding and patience in every interaction (link to training)
  • Probing and paraphrasing: Ask the right questions to provide accurate solutions (link to training)
• Your customer service team should also follow the guidelines to maximise buyer satisfaction
  • IM chat guideline: Friendly tone of voice with the use of accessible language, clear and precise (link to training)
  • Customer service conversation guideline

Customer Service Conversation Guideline

3.6 Motivate Your Team with Performance-Based Incentives

• Customer service teams perform better when they are motivated and recognized for delivering excellent service.
• Sellers who include targets as part of performance incentives see higher engagement and improved service quality.
• Consider rewarding agents who:
  • Consistently maintain high buyer satisfaction ratings
  • Respond quickly and effectively to inquiries
  • Follow chat guidelines and best practices

💡 When agents feel valued, they provide better service—which directly benefits your business.

3.7 Avoid External Chatbots; Enable TTS Chatbot Instead

• Managing a high volume of chats can be challenging, and while external chatbots may seem like a quick fix, they often do more harm than good.
• External chatbots have low comprehension, leading to lower buyer satisfaction, making it harder to convert sales and retain customers.
• Our chatbot consistently delivers better results, as the model constantly improves comprehension and it stays updated with the latest policies, buyer benefits, etc. We also offer additional tools like FAQs and recommended answers to help you manage chat volume effectively.

💡 Pro tip: Enhance your customer service to ensure faster responses, happier buyers, and stronger sales by setting up the TTS chatbot here: (link)

Final Takeaway: A Better Buyer Experience = More Sales

• Your Buyer Satisfaction Rate isn’t just a number. it’s a powerful way to increase sales and build customer loyalty.
• By prioritizing great service, you can:
  • ✅ Improve order conversion rates
  • ✅ Encourage repeat purchases
  • ✅ Reduce complaints and enhance your store reputation

Start making small changes today, and you’ll see a big impact on your business growth! 🚀