Hi, I’m Olivia Walker, an SEO Specialist focusing on the e-commerce landscape. In my experience, one of the most critical factors influencing online shopper loyalty isn’t just product price or variety – it’s the quality and speed of customer service. Today, I want to delve into how Lazada improves 10-minute customer service satisfaction by implementing a specific, measurable standard: the 10-Minute Response Rate (10MRR). In the fast-paced world of online shopping, customers expect quick answers. Delays can lead to frustration, cart abandonment, and negative reviews. Recognizing this, Lazada, a leading e-commerce platform in Southeast Asia, has strategically prioritized rapid communication as a cornerstone of its customer experience strategy. What is Lazada’s 10-Minute Response Rate (10MRR)? At its core, the 10-Minute Response Rate (10MRR) is a key performance indicator (KPI) used by Lazada to measure seller responsiveness. It specifically tracks the percentage of new customer chat conversations initiated between 8 am and 11 pm (peak hours) where the seller responds within 10 minutes. As outlined on their Seller Center, this metric is crucial for ensuring customers receive timely assistance during the platform’s busiest times (source: Lazada Seller Center Thailand). This isn’t just about answering one message quickly; it’s about maintaining that […]