30-minute replies, down to 2.
Two seller centres, and a customer waiting half an hour.
Modinity sold across Shopee and Tokopedia from two separate seller centres. No shared inbox, no automation, and customers waiting up to 30 minutes for a first reply, on marketplaces where response time decides the sale and the seller ranking.
One queue for both marketplaces.
Both marketplaces unified into one Zendesk queue with purpose-built Shopee and Tokopedia connectors. Auto-reply on first touch, product tools built into the chat, and order context pulled in automatically so agents answer from one screen.
One queue, both marketplaces.
Shopee and Tokopedia land in Zendesk as tickets through purpose-built connectors, with the same SLA timers as email and WhatsApp.
Auto-reply on first touch.
The first response goes out in seconds, so the clock that decides marketplace rankings stops running against the team.
Answers from one screen.
Product tools and order context sit inside the chat, so agents answer without leaving the ticket.
What changed.
“An extraordinary achievement that has never been this good in recent years. Customers no longer wait: faster responses mean they make purchasing decisions faster.