Klicni center: Predloge za preklic/pavziranje kontakta
Veliko strank se hoče s svojimi najljubšimi znamkami povezati prek telefona. Vendar je večina člankov na temo podpore strankam, napovedala, da je “telefonski klic mrtev”, kar je dejansko stavek iz 14. Novembra, 2010 (!) TechCrunch članek. In čeprav je avtor dodal, da z “mrtev” tehnološka industrija misli na “upad”, leta pozneje številne študije, kot je ta v reviji Forrester, dokazujejo nasprotno.
Vendar se ne moremo se prerekati o tem, da ostali komunikacijski kanali, ki se uporabljajo za podporo strankam, kot so klepet v živo, chatboti, ali takojšnje sporočanje, ne pridobivajo na popularnosti. Ampak to ne pomeni, da stranke niso zainteresirane v telefonsko podporo.
Spodaj boste našli nekaj primerov predlog za prekinitev/pavziranje kontakta. Uporabite jih, da zaključite ali pavzirate pogovor z zvestimi strankami na pozitiven način, in si s tem zagotovite zadovoljstvo in zvestobo strank.
Design your own templates
LiveAgent gives you the power to design<br> your own customer email templates.<br> Curious about all the opportunities?
Klicni center: Predloge za preklic/pavziranje kontakta
Predloga za preklic/pavziranje kontakta 1
Hello, my name is [agent’s name], and I’m calling from [company/department/team] regarding your reported issue. Am I speaking to [customer’s name]?
[Customer confirms]
Perfect, [customer’s name]. I’d like to inform you that your ticket was resolved a few minutes ago. Everything [add a more detailed description of the issue/flaw/problem with an order] should work fine now. Please check and let me know if everything is okay on your end.
[Wait for the customer to answer]
[Customer’s name], because we found a solution to [issue/problem/technical flaw], I’m closing your ticket. It will be removed from the list of pending tickets, which you can access via the [company] dashboard. If you have any other questions or problems, I’m happy to help.
[If the customer says that they don’t have any more problems, the agent can finish the conversation. If there’s another issue, the agent should act upon it].
Thank you for contacting us, and have a nice day!
Predloga za preklic/pavziranje kontakta 2
Hey! It’s [name] from [company/department/team] speaking. I’m contacting you regarding the issue with [product/service] that you reported [two days ago/one week ago/etc.]. I’m happy to inform you that the problem was resolved and we can close your ticket now. I hope that works for you.
[Customer confirms]
You can still check the history of this ticket and access any others that you have submitted. Just head to [website address], login into your customer account, and click on the “Support” tab in the menu section. If you need help with any other issue, I’m happy to help now.
[If the customer says that they don’t have any more problems, the agent can finish the conversation. If there’s another issue, the agent should act upon it].
If you encounter any problems with [product/service] later, you can always reach out to us via phone, live chat, or email.
Predloga za preklic/pavziranje kontakta 3
Hey there! My name is [agent’s name], am I speaking with [customer’s name]?
[Customer confirms]
Great, [Customer’s name]. I’m calling because I’d like to inform you that the request you submitted on [exact submission date and time] has been put on hold for now.
[Pause to let the customer speak if they want to. If the customer doesn’t say anything, the agent can continue]
It was paused because [the reason for the ticket to be paused, for example, the tech team is looking for the best solution and it may take longer than expected/many customers are experiencing the same issue and we would like to take some time to address this problem on a company level/your request involves the work of agents from a few different departments and we need a few more days to arrange things]. I hope it’s not a huge inconvenience for you.
[Pause to let the customer speak if they want to. If the customer doesn’t say anything, the agent can continue]
I promise that we will do our best to resolve this issue as fast as possible. I’ll also inform you about the progress of your request. Let’s stay in touch, okay?
[Customer confirms]
Once again, thank you for your patience, and talk to you soon.
Pogosto zastavljena vprašanja
Zakaj bi morali preklicati/pavzirati kontakt po telefonu?
Eden izmed razlogov za zaprtje kontakta, je lahko enostavno zaradi odprave težave, s katero se stranka sooča. Potem je še edino potrebno se stranki zahvaliti za pogovor in ji zagotoviti, da se lahko ponovno oglasi, kadarkoli bo to potrebno.
Drugi razlogi za preklic kontakta so lahko nezmožnost rešitve strankinega problema ali nadaljevanje pogovora na drugi kanal. Do pavziranja kontakta pride, ko iskanje rešitve za strankin problem, vzame več časa kot ponavadi ali je za vključitev drugih zainteresiranih strani potreben dodaten čas. V redkih situacijah se kontakt lahko zapre, ker je stranka: nesramna, agresivna, ali noče sodelovati z agentom.
Ali naj razložim, zakaj je kontakt preklican/pavziran?
Da, vaši agentje morajo vedno razložiti zakaj se nekaj dogaja, in to ne velja samo za obrazložitev razlogov za preklic ali pavziranje kontakta. Na to, da agentje razjasnijo zakaj je vstopnica ali kontakt preklican/a ali pavziran/a, se naj gleda kot pravilo. Dolga razlaga tukaj ni potrebna. Dva kratka stavka, ki povzemata kaj se je zgodilo, zakaj se je zgodilo, in naslednji koraki so dovolj, da so vaše stranke dobro informirane.
Preizkusi LiveAgent še danes
Ponujamo storitve prenosa iz večine priljubljenih rešitev za pomoč uporabnikom.
več kot 3.000 ocen 
Zahvaljujemo se vam za vašo nedavno registracijo na platformi LiveAgent.
Na vaš e-poštni naslov bo takoj po namestitvi računa poslano sporočilo s podatki za prijavo.
Če malo počakate, boste po končani namestitvi lahko do svojega računa dostopali neposredno od tu.
Po končanem postopku vam bomo na vaš e-poštni naslov poslali podatke za prijavo.
Naša spletna stran uporablja piškotke. Z nadaljevanjem uporabe te strani soglašate z uporabo piškotkov, kot je navedeno v našem pravilnik o zasebnosti in piškotkih.
Na voljo smo v več terminih