Running an online shop can feel like juggling a hundred tasks at once, especially for small teams. For New Earth, a sustainability-focused brand known for its eco-friendly washable paper bags, every day brings a stream of customer messages, order updates, and operational responsibilities.
With a team of just six people, staying responsive to buyers while keeping orders on track was a constant challenge.
“We take turns answering customer inquiries,” said Valerie Pineda, founder of New Earth. “Whenever our admin assistant is busy and cannot reply, I step in and help respond to customers.”
During busy periods, responding to every message manually meant the team had to pause other tasks just to keep up with incoming inquiries. For a lean team, that time quickly adds up.
Managing customer conversations
To help manage these day-to-day pressures, New Earth turned to Shopee’s Chat AI Assistant. Before adopting the tool, the team relied entirely on manual responses. Every message had to be addressed by a team member, and weekends or busy periods stretched their small team thin.
With Chat AI Assistant helping handle routine inquiries such as delivery updates, order status, and product availability, New Earth no longer has to manually respond to every message. This helps the team stay responsive to customers while reducing repetitive work and freeing up time for other operational priorities.
“It helps us immensely because we don’t have to go through every single message anymore,” Pineda shared.
Features such as FAQ Assistant (preset questions and answers) and Auto Reply (automated replies) help sellers like New Earth manage common customer queries more efficiently, particularly during busier periods when response times matter most.
For New Earth, these features translated into tangible benefits: faster response times, reduced manual effort, and more time for strategic work.
Supporting sellers beyond customer conversations
While New Earth’s experience highlights how AI can support day-to-day customer communication, sellers also face other time-consuming tasks, including keeping their product listings clear, up to date, and appealing to buyers.
For many sellers, creating polished product images and maintaining accurate product information can take time away from other operational priorities. To support this, Shopee also offers Product AI Optimiser as part of its broader suite of seller tools.
The tool helps sellers present their products more effectively without requiring additional design or merchandising expertise. It can guide buyers to the most suitable size based on the seller’s size chart, helping reduce measurement-related questions before purchase. It can also automatically generate polished product posters, allowing sellers to create professional-looking visuals quickly and consistently.
In addition, Image Optimiser recommends cover images most likely to attract engagement based on performance data, helping products stand out in a crowded marketplace.
For sellers managing multiple responsibilities each day, tools that reduce repetitive work can make a meaningful difference. From helping teams like New Earth stay responsive to customers to supporting stronger, more effective product listings, Shopee’s AI tools are designed to make daily operations more manageable, so sellers can focus on serving customers and growing their business.
