Klientų aptarnavimo šablonai
El. paštas vis dar išlieka vienu iš pagrindinių klientų aptarnavimo kanalų daugeliui vartotojų. Tačiau ne kiekvienas verslas deda daug pastangų, kad pateiktų greitus ir profesionalius atsakymus. Iš tiesų, kai kurie neatsako apskritai. „SuperOffice“ apklausa parodė, kad 62% įmonių neatsako į klientų aptarnavimo el. laiškus, 90% neinformuoja kliento, kad el. laiškas buvo gautas, o 97% nesidomi, ar klientai yra patenkinti atsakymu.
Beveik neįmanoma rankiniu būdu parašyti kiekvieno el. laiško potencialiems klientams ar esamiems klientams, tačiau klientų aptarnavimo šablonų naudojimas gali būti labai naudingas klientų aptarnavimo komandoms. Ypač toms, kurios turi susidoroti su didžiuliu el. laiškų kiekiu. Naudodami šablonus kaip pradinį pavyzdį, jūsų agentai gali padėti didesniam klientų skaičiui per trumpesnį laiką, patirti mažiau streso ir užtikrinti, kad jie išlaiko nuoseklumą teikdami paslaugą.
Klientų aptarnavimo šablonų el. laiškuose naudojimo privalumai
- Sutaupykite laiko ir padidinkite agento efektyvumą. Naudodami klientų aptarnavimo šablonus atsakydami klientams, sutaupysite komandos laiką, kurį jie praleistų rašydami individualius atsakymus ir pagerinsite efektyvumą.
- Sumažinkite žmogiškųjų klaidų skaičių. Naudodami paruoštus, išbandytus ir patikrintus el. laiškų atsakymų šablonus klientų aptarnavime, galite pašalinti žmogiškas klaidas ir neteisingų pranešimų siuntimo riziką, nes tai gali nuvilti klientus.
- Išlaikykite nuoseklumą įmonės pranešimuose. Klientų aptarnavimo el. laiškų šablonai užtikrina, kad visi jūsų aptarnavimo komandos nariai atsako panašiu stiliumi, o jūsų prekės ženklas išlieka matomas kiekvienoje sąveikoje su klientu.
Įprasti klientų aptarnavimo el. laiškų šablonai
Sukurti savo pavyzdinę el. laiškų šablonų biblioteką klientų aptarnavimui gali būti sudėtinga ir užima daug laiko. Štai keletas patikrintų el. laiškų šablonų, pagrįstų 10 skirtingų scenarijų, kuriuos klientų aptarnavimo komanda gali naudoti ir pritaikyti pagal savo poreikius bendraudama su klientais ir potencialiais klientais.
Automatinio atsakymo el. laiško šablonas
Hi [NAME],
Thanks for contacting [COMPANY]!
This automatic reply is just to let you know we received your request and we’ll get back to you with a response as quickly as possible. During [business_hours] we usually reply within a couple of hours, evenings and weekends may take us a little bit longer.
While you wait, you are welcome take a look at our Frequently Asked Questions or browse through our Knowledge base where you can find lots of guidance on [PRODUCT].
Or, if your request is urgent, feel free to give us a call at [number] or start a live chat with our support team. We look forward to getting you back in business!
Regards,
[YOUR SIGNATURE]
Užklausos klientui el. laiško šablonas
Hi [NAME],
Hope you’re well and enjoying your product. I’m just checking in to see if you have any questions or need any help. We’ve added quite a few features lately and I know it might be difficult to keep track of all our releases.
As a reminder, here’s a [link] to our Knowledge Base where you can find up-to-date information about our product and company at any time.
Feel free to reach me for any questions, I would be more than happy to assist.
Cheers,[YOUR SIGNATURE]
Padėkos el. laiško šablonas
Dear [NAME],
Thank you so much for your positive feedback and leaving a review on [website], you put a big smile on our faces! 🙂
Our team is constantly trying to improve our [product/service] and it’s always rewarding to hear kind words from our customers. We love that you love us, and it’s also great to know our [product/service] has helped you achieve your business goals.
Thanks again for being a fantastic customer!
Cheers,
[YOUR SIGNATURE]
El. laiško šablonas atsakant pasipiktinusiam klientui
Dear [NAME],
I am so sorry to hear that you’ve had such a poor experience that you no longer want to work with us. Satisfying our customers has always been a number one priority for us and I’m sorry we couldn’t meet your requirements.
As much as we hate to see you go, I completely understand how upset you must feel and I fully respect your decision. I apologize once again for any trouble we may have caused you.
Let me know if you have any more questions, comments, or further feedback. And should you change your mind, I’ll be here to help you in any way I can.
Best of luck!
[YOUR SIGNATURE]
El. laiško šablonas atsakant patenkintam klientui
Hi [NAME],
We’re so happy to hear you are pleased with [PRODUCT/ SERVICE]. At [COMPANY], we always strive to deliver the best customer experience, and it makes our day to know we have accomplished that.
We would be grateful if you would leave a review on our Facebook page as your insights could help our prospects learn more about us.
Thanks again and let us know if there’s anything we can do for you in the future!
Sincerely,
[YOUR SIGNATURE]
El. laiško šablonas atsakant į kliento skundą
[NAME],
I’m so sorry to learn that you were on hold with our customer service department for almost 30 minutes. I completely understand how frustrating this must have been for you. That should never have happened as we value our customers’ time. I’ve passed this message on to the appropriate service rep.
Our tech support team is prioritizing the issue you’re facing with our software, they are working now to make this right. I will immediately notify you as soon as it’s fixed.
I appreciate you making us aware of your negative experience. We strive to ensure customer satisfaction with every interaction, and I apologize for the inconvenience we have caused you.
Meanwhile, please let me know if there is anything else I can do for you.
Regards,
[YOUR SIGNATURE]
[NAME],
I’m so sorry to learn that you were on hold with our customer service department for almost 30 minutes. I completely understand how frustrating this must have been for you. That should never have happened as we value our customers’ time. I’ve passed this message on to the appropriate service rep.
Our tech support team is prioritizing the issue you’re facing with our software, they are working now to make this right. I will immediately notify you as soon as it’s fixed.
I appreciate you making us aware of your negative experience. We strive to ensure customer satisfaction with every interaction, and I apologize for the inconvenience we have caused you.
Meanwhile, please let me know if there is anything else I can do for you.
Regards,
[YOUR SIGNATURE]
El. laiško šablonas atsakant pavėluotai
Hi [NAME],
Thank you for reaching out to [COMPANY}! Your request was received on [date] with Reference Number: [number].
Sorry we haven’t gotten back to you yet. We are currently experiencing a high volume of support requests and appreciate your patience as we work to provide the highest level of support to each customer. Rest assured, one of our agents will follow up with you as soon as possible.
Regards,
[YOUR SIGNATURE]
Tęstinis el. laiško šablonas
Hey [NAME],
Hope you’re doing great. I wanted to check in with you regarding the issue you had the other day with [describing the issue]. Was it resolved successfully?
If there’s anything we can do to make your experience better, just let us know by replying to this message. I’d be happy to assist you in any case and look forward to hearing from you soon.
Have a great day,[YOUR SIGNATURE]
Paslaugos atnaujinimo el. laiško šablonas
Hi [NAME],
We’d like to thank you for using our product for the past year and hope we’ve made a difference for you.
I noticed that your annual subscription is expiring in two weeks, so I wanted to check in with you about next steps. Are you interested in renewing your subscription? If you’re weighing your options, I’d love to chat further with you to help you come to a decision.
Looking forward to hearing from you.
Regards,
[YOUR SIGNATURE]
Pinigų grąžinimo el. laiško šablonas
Hi [NAME],
We’ve processed your refund, and you should expect to see the credit appear in your account within 1-3 business days depending on your bank.
I’m sorry to hear you’re not happy with our product, but I completely understand it isn’t for everyone. As any feedback is important to us, could you please give me a little more detail about what exactly you didn’t like?
In the meantime, thank you for your time and for giving us a try. We hope to connect with you again in the near future.
Best,
[YOUR SIGNATURE]
Dažnai užduodami klausimai
Kaip galima pagerinti klientų aptarnavimą savo įmonėje?
Klientų aptarnavimo pramonė yra viena iš sparčiausiai augančių pasaulyje. Naudodamiesi klientų aptarnavimo programine įranga, galėsite palaikyti daugiau nei vieną pokalbį vienu metu ir daugiau nuveikti per dieną.
Kaip parašyti profesionalų klientų aptarnavimo el. laišką?
Atsakydami į kliento skundą būtinai įsiklausykite į problemą ir naudokite kliento vardą. Norėdami tinkamai reaguoti, taip pat turėtumėte išlaikyti profesionalų toną, būti draugiški ir mandagūs.
Kodėl turėtumėte sutelkti dėmesį į gerą klientų aptarnavimą?
Geras klientų aptarnavimas yra svarbi sėkmingo verslo dalis. Tai gali pagerinti jūsų įmonės reputaciją ir padėti išlaikyti klientus.
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