How AIIZ brought Shopee, Lazada, LINE and calls into one KLINK workspace

TL;DR. AIIZ moved its customer service to KLINK from Zendesk, its previous platform. It started on KLINK in 2023 with a voice-only contact center. Over 2025 and 2026 it moved to a combined chat and phone setup, with LINE, Lazada and Shopee chat running in the same workspace as its calls. Shopee arrives through an integration KLINK built for it.

AIIZ describes itself as a Thai fashion brand by Reno (Thailand) Co., Ltd., designing everyday clothing for women, men and kids, plus bags and accessories, with fabrics chosen for Thailand's warm climate. Shoppers find it at stores and department store counters across Thailand, and its own company page calls it Thailand's leading mass fashion retailer with more than 400 locations around the country.

At a glance

• Company: AIIZ, fashion retail
• Headquarters: Bangkok, Thailand
• Sells: everyday clothing and accessories for women, men and kids, in stores, at department store counters and online
• Previous platform: Zendesk
• On KLINK since: 2023, starting with voice only
• Channels on KLINK: phone, LINE, Lazada chat, Shopee chat
• KLINK products: klink.cloud omnichannel inbox and cloud voice, with a dedicated Shopee integration built by KLINK

Why does a retailer start with voice only?

Because the phone is usually the channel that is already breaking. It carries the urgent questions, it cannot be left until tomorrow, and it is the one where a shopper can hear a business being disorganised.

Before KLINK, AIIZ ran its customer service on Zendesk. In 2023 it started where the pressure was, moving its phone line to a KLINK contact center first. Starting narrow has a quiet advantage. The queue rules, the teams and the reporting get built around one channel everyone already understands, which makes every channel added later a smaller change than a single large migration would have been.

What happens when marketplace chat sits outside the contact center?

For a fashion retailer in Thailand, a large share of the conversation does not arrive by phone at all. It arrives as a message on LINE, or as a buyer question inside Lazada or Shopee, usually attached to a specific order and often asking something that takes thirty seconds to answer if you have the order in front of you.

Left in the apps they came from, those messages live outside the operation. Each marketplace has its own seller tool and its own notifications, so whoever happens to have the app open is the one who answers. Nothing is queued, nothing is measured, and nothing is written down where the next person can find it. A shopper who asked about sizing in a marketplace chat and then phoned about delivery is, as far as the business can tell, two different people.

Can Shopee and Lazada chat go into one inbox with calls?

That is the change AIIZ made over 2025 and 2026. LINE, Lazada and Shopee chat now land in the same omnichannel inbox as the phone line, which means one queue, one set of rules and one record of the conversation, whichever door the shopper came through.

For Shopee, KLINK built a dedicated integration for AIIZ. Getting buyer messages out of the seller app and into a contact center queue is what decides whether a marketplace is genuinely part of the operation or just another tab somebody is supposed to be watching.

What does one workspace change for a retail team?

• One queue instead of several apps. The team works from a single list of waiting conversations rather than from whichever notification is loudest.
• One place for every conversation. A marketplace question and a phone call about the same order are handled in the same workspace, so the team can find what a shopper has already said instead of asking them to repeat it.
• Channels that can be measured. Once every conversation is in the platform, the volume, the response times and the busy hours exist as numbers for every channel rather than for the phone alone.
• Room to add the next channel. The queue, the teams and the reporting are already there, so connecting another place shoppers write from is a connection rather than a project.

Why it matters

Retail demand does not arrive politely. Paydays, campaigns and delivery waves land on every channel at once. A team watching four apps feels that as chaos; a team watching one queue feels it as a longer queue, which is a problem it knows how to manage.

Marketplace shoppers are your customers, not the marketplace's. Treating Shopee and Lazada questions as part of the contact center, with the same service and the same record keeping as a phone call, is how a brand stays recognisable across the places it sells.

Start where it hurts, then widen. AIIZ got voice right first and added chat afterwards, which is a route most retailers can follow without stopping anything that is already working.

FAQ

Which channels does AIIZ run on KLINK?

Phone calls, LINE, Lazada chat and Shopee chat, all in the same workspace.

Can a contact center platform connect Shopee chat?

Yes. KLINK built a dedicated Shopee integration, so Shopee buyer messages arrive in the same inbox as calls and every other chat channel rather than in the seller app on somebody's phone.

Can you start with voice and add chat channels later?

Yes, and it is a common order. AIIZ started with a voice-only contact center on KLINK in 2023 and added LINE, Lazada and Shopee chat to the same workspace in 2025 and 2026.

What did AIIZ use before KLINK?

Zendesk. AIIZ migrated its customer service from Zendesk to KLINK.

Why put marketplace chat in the same place as phone calls?

Because the shopper is the same person. A buyer who asks about sizing on Shopee and then phones about the delivery should not have to explain the order twice, and with both conversations in one workspace the team does not have to hold the history in their heads.

If you sell in stores, on LINE and on marketplaces

Retail conversations scatter across channels faster than a team can be hired to watch them. KLINK brings calls, LINE and marketplace chat into one inbox for retail and ecommerce teams across Southeast Asia. Book a demo and we will map your channels and your marketplaces onto it.

About KLINK. KLINK is a communication platform provider (CCaaS, UCaaS, CPaaS) headquartered in Singapore and operating across Southeast Asia. klink.cloud, its omnichannel customer experience platform, brings voice and the messaging channels a team runs into a single workspace for contact center teams.