How to Centrally Manage Buyer Chats Across Shopee, Lazada and TikTok?
Jayson 21 Aug 2025 12:29ENCopy link & title
Managing customer messages across Shopee, Lazada, Facebook, Instagram and other channels is one of the clearest pain points Filipino sellers face today. With ~87 million internet users and 86.7 million social media accounts in the Philippines, customers expect fast, friendly replies on whatever platform they use.
In this blog, we’ll walk you through how to manage online chat across multiple platforms and explain how intelligent chatbots can effectively assist sellers.
Southeast Asia’s digital economy keeps expanding, and the Philippines remains a fast-growing market—making message management a business risk not just an annoyance. Centralizing chats helps prevent stock/order mistakes and protects your store rating as volumes grow.
Furthermore, today's clients have high expectations for communication. They expect prompt and accurate responses to questions about product details, delivery alternatives, refund policies, and other topics. When businesses answer fast via online chat, it removes uncertainty and reassures clients that the brand is responsive and trustworthy.
And If you’re responding in several platforms, centralization isn’t optional — it’s scale management.
Most sellers juggle multiple storefronts and social accounts. That leads to:
Missed messages and delayed replies: Switching between tabs to manage messages causes delays in responses. Customers demand prompt feedback; delayed responses can result in unhappiness, lost sales, and decreased client loyalty.
Inconsistent answers across platforms: Different platforms may have different interfaces and response expectations, resulting in uncertainty and uneven service, which annoys customers and harms company image.
Lost sales during peak hours: Handling queries independently across several platforms can extend the resolution time. Delays can push clients to competitors, reducing your sales and retention rates.
For sellers who need to manage multi-platform stores, a suitable ERP will be a good assistant. It brings all your customer conversations from various platforms into one place, helping you stay organized, responsive, and efficient.
When evaluating Chat Management ERP, prioritize three features:
True multi-platform integrations
The system must import chats from Shopee, Lazada, Facebook/Instagram, TikTok Shop and any messaging channels you use so nothing falls through the cracks. Shopee and Lazada still capture a large share of PH GMV, so these integrations are essential.
Unified inbox with smart routing & tagging
Look for a single view that lets you tag by order, priority, or platform; route urgent messages to an on-duty seller; and filter by unresolved issues.
Automation + templates
Canned replies, order-status templates, and auto-acknowledgements reduce repetitive typing and let you respond instantly during high traffic.
Recommend: Duoke is a global e-commerce AI customer service system that integrates customer messages from multiple platforms, such as Lazada, Shopee, and TikTok Shop, into a single, unified chat platform. It provides features like automatic replies, order and payment reminders, review management, and an AI chatbot to improve efficiency and customer satisfaction for e-commerce sellers. Duoke helps reduce costs, increase conversions, and centralize customer message management for e-commerce businesses operating on various global platforms.
Centralizing chats isn’t just about convenience — it’s a measurable growth lever. With high internet and social usage in the Philippines and clear research showing the payoff from faster responses, implementing a unified inbox with automation should be a near-term priority for any seller wanting to scale reliably.
In this blog, we’ll walk you through how to manage online chat across multiple platforms and explain how intelligent chatbots can effectively assist sellers.
Want to manage multiple E-commerce online accounts at the same time?
Vist our website to know more 👉 BigSeller ERP
Vist our website to know more 👉 BigSeller ERP
1. Why Timely Cross-platform Responses So Important
Southeast Asia’s digital economy keeps expanding, and the Philippines remains a fast-growing market—making message management a business risk not just an annoyance. Centralizing chats helps prevent stock/order mistakes and protects your store rating as volumes grow.
Furthermore, today's clients have high expectations for communication. They expect prompt and accurate responses to questions about product details, delivery alternatives, refund policies, and other topics. When businesses answer fast via online chat, it removes uncertainty and reassures clients that the brand is responsive and trustworthy.
And If you’re responding in several platforms, centralization isn’t optional — it’s scale management.
2. The Challenge: Fragmented Chat Channels
Most sellers juggle multiple storefronts and social accounts. That leads to:
Missed messages and delayed replies: Switching between tabs to manage messages causes delays in responses. Customers demand prompt feedback; delayed responses can result in unhappiness, lost sales, and decreased client loyalty.
Inconsistent answers across platforms: Different platforms may have different interfaces and response expectations, resulting in uncertainty and uneven service, which annoys customers and harms company image.
Lost sales during peak hours: Handling queries independently across several platforms can extend the resolution time. Delays can push clients to competitors, reducing your sales and retention rates.
3. How to Manage Online Chat Across Multiple Platforms?
For sellers who need to manage multi-platform stores, a suitable ERP will be a good assistant. It brings all your customer conversations from various platforms into one place, helping you stay organized, responsive, and efficient.
When evaluating Chat Management ERP, prioritize three features:
True multi-platform integrations
The system must import chats from Shopee, Lazada, Facebook/Instagram, TikTok Shop and any messaging channels you use so nothing falls through the cracks. Shopee and Lazada still capture a large share of PH GMV, so these integrations are essential.
Unified inbox with smart routing & tagging
Look for a single view that lets you tag by order, priority, or platform; route urgent messages to an on-duty seller; and filter by unresolved issues.
Automation + templates
Canned replies, order-status templates, and auto-acknowledgements reduce repetitive typing and let you respond instantly during high traffic.
Recommend: Duoke is a global e-commerce AI customer service system that integrates customer messages from multiple platforms, such as Lazada, Shopee, and TikTok Shop, into a single, unified chat platform. It provides features like automatic replies, order and payment reminders, review management, and an AI chatbot to improve efficiency and customer satisfaction for e-commerce sellers. Duoke helps reduce costs, increase conversions, and centralize customer message management for e-commerce businesses operating on various global platforms.
Conclusion
Centralizing chats isn’t just about convenience — it’s a measurable growth lever. With high internet and social usage in the Philippines and clear research showing the payoff from faster responses, implementing a unified inbox with automation should be a near-term priority for any seller wanting to scale reliably.
Besides, for sellers who want to manage more platforms at the same time, BigSeller can also be a good assistance for you. BigSeller is the ultimate FREE e-commerce ERP for Southeast Asian sellers, designed to supercharge your business. Streamline everything in one place—from product listings and order processing to inventory management, financial tracking, and automated operations.
Vist our website to know more👉 BigSeller ERP
Vist our website to know more👉 BigSeller ERP
BigSeller-Blog Senior Writer: Jayson
Sir Jayson has worked in well-known e-commerce companies such as Shopee and TikTok Shop, helping hundreds of sellers to deepen their e-commerce industry, expand their business, and eventually become high-quality sellers.
