Chat support for e-commerce marketplaces
BlueCS operates customer service chat teams for sellers on e-commerce marketplaces — 08:00–24:00 daily, 7 days a week. No hiring, training or shift-scheduling burden; fees are based on your actual chat volume.
Hi, is this one still available in size L?
I need it urgently — can you deliver by tomorrow? Delivery is to Long Bien.
Hello! Yes, all sizes are in stock. Pick size L and choose express delivery at checkout.
The warehouse ships first thing tomorrow, so it should arrive during the morning. No worries!
Ordered size L — please ship it early tomorrow.
The problem
Not every shop hits all three. But most growing shops hit at least two — usually the two most expensive.
By the next morning they've bought elsewhere. 19:00–24:00 is peak buying time — and exactly when the in-house team has gone home.
Ad spend keeps running; orders drift to competitors.
Training a customer service agent takes 4–8 weeks, and just as they become proficient, they leave. When someone takes unexpected leave, no one is available to cover.
Every departure takes customer knowledge with it.
Bringing in extra staff to absorb traffic spikes on sale days, major campaigns, public holidays and Tet is a thorny problem that returns every time.
Powerless. You watch customers get left hanging at the exact moment the money is coming in.
Peak 19h–24h — right when the in-house team has gone home.
Your shop doesn't lack traffic.
It lacks someone answering at the right moment, with the right script, in the right brand voice.
What's different
These are delivery questions, complaints about faulty goods, and requests for returns, warranty service or refunds… This is entirely different from customer service on social media or traditional telesales, where customers are still just researching.
On a marketplace, customers messaging your shop have usually already paid, and they have tools to force your shop to respond quickly and accurately: product reviews, shop ratings, opening a dispute, flagging violations, or reporting the seller — all within easy reach.
* Based on BlueCS operational data. Ratios vary by category and sale season.
Two kinds of messages, two ways to handle them — and two different skill sets.
Cost rises at every level. Level 1 is the only one your shop fully controls.
Swipe to see all 5 escalation levels →
Slow or off-policy reply: trust is lost in the first sentence.
One order at riskThe marketplace steps in. Your shop must submit an explanation by the deadline, with evidence.
Order value + shipping both waysThe negative review sits right next to the product, lowering the conversion rate for later visitors.
Product conversion rate, shop reputationOperational points deducted, organic reach lost, campaign slots lost.
Lower visibility + higher ad costsCrisis costs usually dwarf the original order value.
Crisis + legalWe don't promise your shop will never be suspended.
We do promise that no complaint is left unattended at level 1 — while it can still be controlled.
How we work
All your shop needs to provide are policy and product documents and read access to chat history. No new hires and no need to build processes from scratch.
Before the first shift, BlueCS reviews 30–90 days of your chat history and turns it into a working playbook. You review, edit and approve it. BlueCS then follows the scripts closely when replying to customers.
We read real messages to map your main customer segments, recurring questions, bottlenecks and sensitive situations.
Scripts, policies, tone of voice, escalation rules, compliance checklists — written for your shop, never from a generic template.
You adjust every detail: forms of address, which limits can flex, what must never be promised.
30–45 minutes online. Finalize the playbook, confirm the point of contact, and set the handover date.
BlueCS takes over the shift. For the first 1–2 weeks, your team works alongside us and closely monitors operations — this is the most important phase.
Monthly reports, chat reconciliation, playbook updates, improvements based on real data.
Scope
Clear boundaries from the start help both sides avoid mismatched expectations and disputes over anything outside the agreed scope.
Why be explicit? Because a vendor promising revenue is promising something they don't control — an empty promise.
2026 pricing
Chat counts come from the marketplace's official report. You download it, BlueCS reconciles, and both sides agree the number before invoicing. Prices include 10% VAT.
| Chats / month | Service fee (VND) |
|---|---|
| 1.001 – 3.000 | 8.900.000 |
| 3.001 – 4.000 | 10.500.000 |
| 4.001 – 5.000 | 12.200.000 |
| 5.001 – 6.000 | 13.800.000 |
| 6.001 – 7.000 | 15.500.000 |
| Chats / month | Service fee (VND) |
|---|---|
| 0 – 1.000 | 4.900.000 |
| 1.001 – 3.000 | 8.900.000 |
| 3.001 – 4.000 | 10.500.000 |
| 4.001 – 5.000 | 12.200.000 |
| 5.001 – 6.000 | 13.800.000 |
| 6.001 – 7.000 | 15.500.000 |
| 7.001 – 9.000 | 17.900.000 |
| 9.001 – 11.000 | 21.200.000 |
| 11.001 – 13.000 | 24.500.000 |
| 13.001 – 15.000 | 27.600.000 |
| 15.001 – 17.000 | 30.800.000 |
| 17.001 – 20.000 | 37.800.000 |
| 20.001 – 25.000 | 43.200.000 |
| Chats / month | Service fee (VND) |
|---|---|
| 25.001 – 30.000 | 51.900.000 |
| 30.001 – 35.000 | 60.500.000 |
| 35.001 – 40.000 | 69.200.000 |
| 40.001 – 45.000 | 77.800.000 |
| 45.001 – 50.000 | 86.400.000 |
| 50.001 – 55.000 | 94.300.000 |
| 55.001 – 60.000 | 102.000.000 |
| 60.001 – 65.000 | 110.000.000 |
| 65.001 – 70.000 | 119.000.000 |
| 70.001 – 75.000 | 128.000.000 |
| 75.001 – 80.000 | 136.000.000 |
| 80.001 – 85.000 | 145.000.000 |
| 85.001 – 90.000 | 155.000.000 |
Public holidays follow the official national calendar; compensatory days off are not counted
One after-hours block is 3 hours, 00:00–03:00
After-hours on public holidays: surcharge ×2.
Savings should be treated as budget available for products and traffic — not as additional profit.
Illustrative calculation; the official fees are set out in the Appendix to the service agreement. The in-house estimate assumes a gross salary of 7,000,000₫ per person per month, employer-paid social, health and unemployment insurance of 21.5%, 26 working days per month and three staff, plus allocations for 13th-month salary, equipment, recruitment and training.
Commitments
These are the questions you should ask every vendor — including us. Here is how BlueCS answers through concrete mechanisms, not promises.
Throughout the review and playbook phase, you can stop at any time if it isn't the right fit. You will still receive the report and playbook at no cost.
We notify you as soon as we detect an operational incident or risk, no later than 24 hours, and include a remediation plan.
The contract has no lock-in clauses. It's entirely your decision to pause at any time — you only need to give 30 days' notice.
| Risk you have to worry about | How BlueCS controls it |
|---|---|
| Policy-violating chat replies; shop suspension | Advice is limited to the scripts you approved; we may pause risky content and alert you immediately; liability for compensation is clearly defined in the contract. |
| Customer data leak | Confidentiality commitments, shift-based account permissions, clear audit logs, and data processing limited to the contract scope; data breaches are reported within 24 hours. |
| Inconsistent quality | In-shift supervision, immediate feedback, periodic training and retraining; transparent operational metrics reviewed together. |
| Holiday gaps, sudden staff absence | A shift-based model with backup coverage, replacements, and flexible scaling; holiday shift schedules agreed in advance and publicly available pricing. |
| Misplaced expectations about revenue and chat conversion | The contract states clearly that revenue is not guaranteed. We say this in the first consultation, and repeat it whenever relevant. |
| Vendor lock-in | Stop any time with 30 days' notice; the playbook belongs to your shop from day one and is handed over when the contract ends. |
We don't commit to revenue, profit or conversion rate. Those numbers depend on your product, pricing, traffic and ad budget — beyond the chat team's control.
We staff shifts on time, reply according to the approved scripts, report the marketplace's official figures accurately, and remain accountable within the contract scope.
Free · No obligation
See how BlueCS works before committing to anything. Read-only, no intervention: we don't reply to messages during the review, and access is granted by you and revoked when it ends.
BlueCS will be in touch within 24 business hours with a review schedule and the name of your contact.
BlueCS responds within 24 business hours. Your details are used only to contact you about this request. By submitting you agree to the Privacy policy.
Not ready to leave your details? Message on Zalo — replies during business hours
Q&A
The lowest tier covers 0–1,000 chats per month and starts at 4,900,000₫. In practice, if you receive fewer than 500 chats per month, we usually recommend having the shop manager cover chat directly — outsourcing is not yet cost-effective or operationally efficient.
No. We commit to response quality and playbook compliance. Revenue depends on product, pricing, traffic, and ad budget — all of which fall outside the scope of this service.
BlueCS advises only within the scripts your shop approved. If content appears non-compliant, we may pause it and alert you immediately. Financial liability, the shared-fault mechanism, and liability caps are specifically set out in the contract.
Confidentiality is contractual, account access is permissioned by shift, data is processed only within the contract scope, and incidents are notified within 24 hours. Your shop is the data controller; BlueCS is the processor acting on your instructions.
5–7 business days from the day you create the sub-account and supply all the documents. That window covers the chat-history review, writing the playbook and a sign-off meeting.
If you need coverage from 00:00–03:00, book it in advance so BlueCS can schedule staff; a surcharge applies. Public holiday coverage is surcharged according to the published price list; the schedule must be agreed in advance and is subject to BlueCS's staffing capacity — no charges arise beyond what is agreed.
A freelancer can't cover 16 hours a day, has no scripts, no supervisor and no reporting. BlueCS runs a professional, shift-based operation with a playbook your shop approves, and is accountable under contract.
The chat-history review and playbook build are the real trial: you see how we work and exactly what we find before committing to anything. If you're not satisfied, you can stop right there at no cost whatsoever.
Pricing covers 1 main shop and 2–3 sub-shops sharing over 80% of SKUs with the main shop. Anything more gets a separate quote.
Monthly: you send the chat report, BlueCS reconciles and issues a VAT invoice; payment is due within 5 business days of approving the reconciliation.
Not sure it fits? Send us 3 details: how many marketplaces you sell on · last month's chat volume · peak hours. BlueCS replies within 24 hours with a recommended coverage window and the matching tier.
Start with just 20 minutes