Scaling Commerceplus: Automating 27 Marketplace Accounts With 84.3% AI Resolution
Replace Manual Work with Automation
Commerceplus
Commerceplus is a certified end-to-end e-commerce growth partner helping brands expand across Southeast Asia. Services span marketplace operations, social commerce, performance marketing, creative strategy, and fulfilment, supporting brands across Shopee, Lazada, and TikTok Shop.
Supporting multiple brands across marketplaces became increasingly complex, with every account operating in a separate inbox and messages easily overlooked.
27 integrations were connected to a single Zaapi inbox, including 16 Shopee accounts, 5 Lazada accounts, and 6 TikTok Shop accounts managed from one screen.
With all conversations in one place, the operations team efficiently manages 1,958+ monthly conversations across brands.
Handling repetitive customer queries across multiple brands was time-consuming, with each brand requiring its own product knowledge, tone of voice, and support standards.
Commerceplus trained dedicated AI agents for each brand using product information, policies, and brand guidelines, ensuring responses remained accurate and true to each brand’s voice.
As a result, 84.3% of AI conversations are fully resolved automatically, enabling teams to focus on more complex support needs.
Without a unified view of customer interactions, turning support data into actionable insights for brands was challenging.
Zaapi’s analytics dashboard surfaced conversation trends, response metrics, and customer behaviour across all accounts.
Reporting workflows became more efficient, enabling the team to identify trends and provide data-driven insights to clients.
The Result
Zaapi helped Commerceplus deploy brand-specific AI across 27 marketplace accounts, achieving an 84.3% AI resolution rate. With one unified inbox for Shopee, Lazada, and TikTok Shop, teams focus on complex cases while routine queries run on autopilot.
Stan Chew, Director
“Managing multiple brands across multiple marketplaces across multiple markets is complex by nature. Zaapi lets us run it all from one place — and the AI handles the routine stuff so our team can focus on attending to issues that require further escalation while making sure our account health is within Marketplace SLA requirements.”
Try Zaapi free today
Automate your customer journey, increase your conversion rate, and grow your revenue without hiring more staff. No credit card required.
