Predloge storitve za stranke

E-pošta še vedno ostaja eden glavnih kanalov storitev za stranke za ogromno število potrošnikov. Vsako podjetje pa ne vloži veliko truda v hitre in strokovne odzive – nekateri se pravzaprav sploh ne odzovejo. Raziskava, ki jo je izvedel SuperOffice, je pokazala, da 62 % podjetij ne odgovarja na e-poštna sporočila storitev za stranke, 90 % strank ne obvesti, da je bilo e-poštno sporočilo prejeto, 97 % pa ne sledi, ali so stranke zadovoljne z odgovorom.

While it’s nearly impossible to hand-craft each and every email to prospects or current customers, using customer service templates that cover a variety of scenarios can be of great help to customer service teams, especially those having to deal with a huge amount of emails. With templates as a starting block, your agents can help more customers in less time and less stress, and ensure they provide a consistent service.

Predloge storitve za stranke
Primer e-poštnih zahtevkov v LiveAgentu

Prednosti uporabe e-poštnih predlog storitve za stranke

  • Prihranite čas in izboljšajte učinkovitost agenta. Uporaba predlog za storitve za stranke pri odgovarjanju strankam bo vaši skupini za podporo prihranila potrebe po ustvarjanju individualnih odzivov, optimizirala njihov čas in izboljšala učinkovitost.
  • Zmanjšajte število človeških napak. S pripravljenimi, preizkušenimi predlogami e-poštnih odgovorov za podporo strankam lahko odpravite človeško napako in odpravite tveganje pošiljanja napačnih sporočil, ki bi lahko zmotila stranke.
  • Ohranite dosledna sporočila podjetja. Predloge e-pošte storitve za stranke zagotavljajo, da so vsi v vaši skupini za podporo na isti strani, medtem ko je glas vaše blagovne znamke prisoten v vsaki interakciji s stranko.

Običajne e-poštne predloge storitve za stranke

Izdelava lastne knjižnice vzorčnih e-poštnih predlog storitve za stranke je lahko zahtevna in zamudna. Tukaj je nekaj preizkušenih e-poštnih predlog, ki temeljijo na 10 različnih scenarijih, ki jih lahko vaša skupina za podporo uporabi in po potrebi prilagodi pri interakciji s strankami in potencialnimi strankami.

Predloga e-pošte za samodejni odgovor


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]

Prijava s predlogo storitve za stranke


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]

Predloga e-poštne zahvale


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]

Predloga elektronske pošte za odgovor jezne stranke


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]

E-poštna predloga za odgovor zadovoljni stranki


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]

Predloga elektronske pošte za odgovor na pritožbo stranke


[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]

Predloga elektronske pošte z zamudo pri odgovoru


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]

Predloga za nadaljnjo e-pošto


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]

E-poštna predloga z opomnikom za obnovitev


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]

E-poštna predloga za vračilo kupnine


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]

Pogosto zastavljena vprašanja

Kako lahko izboljšate storitve za stranke v vašem podjetju?

Industrija storitev za stranke je ena najhitreje rastočih na svetu. S pomočjo programske opreme za pomoč strankam boste lahko spremljali več kot en pogovor hkrati in naredili več v enem dnevu.

Kako napišete e-pošto za strokovno pomoč strankam?

Ko odgovarjate na pritožbo stranke, poskrbite, da boste obravnavali zadevno težavo in uporabite ime stranke. Če se želite ustrezno odzvati, uporabite tudi profesionalen ton, hkrati pa bodite prijazni in vljudni.

Zakaj bi se morali osredotočiti na dobre storitve za stranke?

Dobra storitev za stranke je pomemben del uspešnega poslovanja. Lahko izboljša ugled vašega podjetja in pomaga obdržati vaše stranke.

Ready to put your customer service templates to use?

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Nazaj na predloge Ustvarite račun BREZPLAČNO

Naša spletna stran uporablja piškotke. Z nadaljevanjem uporabe te strani soglašate z uporabo piškotkov, kot je navedeno v našem pravilnik o zasebnosti in piškotkih.

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