Summary
VoC guide restructured with new navigation path (Seller Center > Account Health) and simplified risk classification: Poor/Fair/Good replaces At Risk/Needs Attention/Market Average/Below Average. Underlying feature and requirements unchanged.
Why it matters
Navigation update may affect seller ability to locate VoC diagnostics. Simplified classification labels reduce complexity but don't alter product monitoring obligations or performance expectations.
Recommended action
Verify VoC access path in Seller Center; confirm all product performance monitoring and issue resolution workflows remain operationally the same.
No new content was added in this update.
Summary
What is the Voice of Customer (Vo C) feature on Tik Tok Shop, and why is it important for sellers?
Vo C aggregates customer feedback from reviews and refund requests using AI to detect negative sentiment, helping sellers identify product or service issues early.
It enables proactive risk management, improving customer satisfaction, trust, and ultimately sales performance by addressing problems before they escalate.
How does Tik Tok Shop classify and display Vo C levels for products, and how can sellers use this information?
Products are categorized into four Vo C levels—At Risk, Needs Attention, Market Average, Below Average—based on negative feedback compared to category benchmarks.
Sellers should prioritize products marked At Risk or Needs Attention to quickly resolve issues and protect sales.
Where can sellers access Vo C diagnostics and what tools are available to analyze and act on customer feedback?
Vo C Diagnosis is found under Analytics > Product Analytics, with a Diagnosis Summary highlighting overall product performance and high GMV items.
Sellers can filter products by Vo C status and GMV, view top negative issues per product, and directly access Refund Management or Product Rating pages to address problems.
What common root causes of negative Vo C have been identified, and what actionable solutions does Tik Tok Shop recommend?
Affects: Seller
