Shops that sell in chat see this every day: a customer asks the price, the shop answers, the customer reads it and goes quiet. Some are comparing shops, some are waiting for payday, some simply forgot. If you never follow up, those sales just disappear. If you follow up too often, the customer feels pushed. This article shows how to follow up just enough, with sample messages you can use right away.

Before following up, check your first answer

Many customers go quiet because the first answer was incomplete. Before you follow up, check whether you covered these:

The price including shipping, or how shipping is charged.
Whether it is in stock and roughly when it will arrive.
How to order and pay, for example which account to transfer to and to send the slip in chat.
A closing question that invites a reply, such as size, colour or quantity.

If the first answer missed something, your first follow-up is the chance to fill it in.

When to follow up

There is no single best time for every shop, but a few simple rules help:

Do not message again the moment the customer reads and does not reply. Give them time to think.
Follow up around the time of day they first messaged, when they are likely free to check their phone.
If the customer says when they will order, for example after payday, note that date and follow up then.

Follow up with something useful, not just “still interested?”

Messages that work usually give new information or make the decision easier. Pick one that fits:

Still in stock: “Hi {customer name}, the {product name} you asked about is still in stock. If you have any questions about size or shipping, just ask.”
Answer a common worry: “Many customers ask about sizing. We have a size chart, and I can send it in this chat.”
The customer named a day: “Hi {customer name}, we are holding the {product name} for you as we discussed. Just let us know when you are ready to order.”

If your shop already has a real promotion, mentioning it helps. But do not invent a discount just to push one customer: other customers will feel it is unfair.

How many times is enough

Usually one follow-up is enough. If the customer is still quiet, stop and note what they were interested in. When you have something new or a promotion that matches, message them again. Repeated messages annoy customers and may get your shop blocked.

Note follow-up dates instead of remembering them

With many chats a day, remembering who to follow up and when is almost impossible, especially when several people answer chats. In Easyrobin you can:

Open the customer panel next to the chat and add an order with tags, an owner and a follow-up date.
Filter orders by follow-up date to see who to message today.
See every order on one status board, including which ones are still waiting for payment.
When the customer sends a slip in chat and the amount matches an order waiting for payment, the order changes to paid for you.

See the details on the sales orders in chat feature page.

Frequently asked questions

The customer read my message but did not reply. Should I message again now?

No. Give them time to think, then follow up once with information that makes the decision easier.

I followed up and the customer is still quiet. What now?

Stop messaging and note what they were interested in. Message again when you have something new or a matching promotion.

Can Easyrobin help me remember who to follow up?

Note a follow-up date on the order, then filter orders by follow-up date to see who to message today.

A customer who asks the price is already interested. Follow up just enough, with something useful, and sales that almost slipped away can come back.

Price Asked, Then Silence: How to Follow Up in Chat