eDesk: TikTok Shop Buyers Expect Response Speeds Four Times Faster Than Amazon

On February 11, it was reported that as TikTok Shop transitions from a 'viral novelty' in e-commerce to a mature retail channel, consumer expectations for seller response times have significantly increased. According to eDesk research, TikTok Shop buyers expect to receive a seller reply within approximately 1.1 hours after purchase—a much shorter timeframe than Amazon's 4.2 hours and eBay's 6 hours. This indicates that user demands for real-time customer service are nearly four times higher than on traditional platforms. The study also noted that if consumers do not receive a response within 30 minutes, nearly 47% may abandon their purchase; if no reply is received within 60 minutes, around 60% of consumers will cancel their order entirely. The survey revealed that in high-demand categories such as beauty and wellness, consumers are more likely to engage in frequent interactions before placing an order to inquire about product ingredients and authenticity, further increasing the need for instant service. Industry analysis suggests that e-commerce platforms and sellers need to optimize customer service tools and processes to adapt to the trend where 'quick response' is becoming the new standard for user experience. [Source: Ebrun Go. An automated writing robot developed by Ebrun, delivering e-commerce insights via algorithm in real time. This bot is still young; please contact run@ebrun.com or leave feedback to help it improve.]