Predstavljamo 10 predlogov za odgovor na pozitivne, negativne in nevtralne povratne informacije strank ter pojasnjujemo vrste povratnih informacij in zakaj so pomembne. Pripravljene predloge za e-poštne odgovore uporabite kot izhodišče za izboljšanje odzivanja na stranke.
Čeprav je vse več podjetij prepoznalo pomen doslednega zbiranja in analiziranja povratnih informacij strank, se večina še vedno bori z uvedbo učinkovitega sistema za spremljanje povratnih informacij, še manj pa ima jasno strategijo za obravnavo negativnih povratnih informacij. Tukaj je, zakaj in kako bi se morali odzvati na povratne informacije strank, tako negativne kot pozitivne, skupaj z 10 predlogami za spremljanje povratnih informacij, ki jih lahko uporabite kot izhodišče pri oblikovanju lastnih odgovorov.
Čeprav je spremljanje povratnih informacij, ki jih stranke posredujejo prek anket in vprašalnikov, pomembno, (saj jim pokaže, da cenite njihova mnenja in ste odprti za njihove predloge), je odgovarjanje na javne ocene še bolj kritično. Po podatkih, ki jih je zbral Invesp, 90 % strank prebere spletne ocene, preden obiščejo poslovno spletno stran, 88 % strank pa tem mnenjem zaupa enako kot osebnim priporočilom.
Raziskava lokalnih potrošnikov BrightLocal je tudi pokazala, da med potrošniki, ki berejo ocene, 97 % prebere odgovore podjetij na ocene. Način, kako se odzovete, lahko vpliva na dojemanje vašega podjetja strank, vpliva na ugled vaše blagovne znamke in vpliva na nakupne odločitve potencialnih strank.
Ne glede na vrsto povratnih informacij strank, s katerimi imate opravka – pozitivne, negativne ali nevtralne –, če imate pri roki pripravljene predloge za spremljanje povratnih informacij, lahko postopek odgovarjanja nanje precej olajšate. Spodaj je 10 primerov predloge za povratne informacije, ki jih lahko uporabite ali jih navdihnete, da napišete svoje:
Thank you for choosing us as your dedicated [product description] provider.
We are extremely grateful that you took the time to send us your feedback about our [Product/ Service]. I read through your feedback carefully, and consider your suggestions to be very insightful. I will pass it on to our product development team to see if they could implement any of these changes in the upcoming releases. I’ll be sure to keep you updated.
Thanks once again and looking forward to hearing more from you.
Cheers,
[YOUR SIGNATURE]
Thank you so much for sharing your experience with [Product/ Company]. Your feedback helps us improve our product/ service for everyone.
If you’d like to discuss how we could’ve made your experience better, please call us at [phone number] or reply to this email. We look forward to hearing from you!
Thanks again,
[YOUR SIGNATURE]
We are incredibly grateful that you took the time out to share your feedback with [Company/ Product/ Service]. Customer satisfaction is our top priority and we are thrilled that you enjoyed your experience – it means the world to our entire team!
We look forward to serving you again soon.
Best,
[YOUR SIGNATURE]
We’re so happy that you are pleased with [Product/ Service]. [Company name] strives to deliver the best customer experience, and it makes our day to know we have accomplished just that.
Best,
[YOUR SIGNATURE]
Thank you for your feedback and for bringing this to our attention. I’m so sorry to hear of your less than satisfactory experience with [Product/ Service] and hope you will accept our sincerest apologies.
Could you please let me know what specific issues you’ve encountered? I’d love to help where I can and pass along your suggestions to our team, but I need just a bit more information from you.
I understand how disappointing it can be [to sign up for a service/ purchase a product] and not have it meet your expectations, so hopefully, we can get this sorted out. If not, I’ll be happy to issue you a refund.
Please give us a call at [phone number] or reply to this email with more information so that we can make things right for you.
Thank you for your business,
[YOUR SIGNATURE]
We’re so sorry to hear your experience was less than 5-stars and did not meet your expectations. Please help us improve by providing us with more information. If you’re open to discussing your experience further, we can be reached at [phone number/ email address].
Regards,
[YOUR SIGNATURE]
We cannot find any record of you in our system and your review violates [Review Site] policies so we have flagged it for removal.
If you are using another name that is not recorded in our database, please feel free to reach out to us. For any other questions or concerns, you are welcome to contact us at [email address/ phone number].
Best,
[YOUR SIGNATURE]
Thank you so much for the excellent feedback. We are happy that you enjoyed your experience with us. You’re right, [Team Member] is always going above and beyond to ensure our customers receive the best possible service they can. We’ll be sure to share your praises with them.
Looking forward to serving you again soon!
[YOUR SIGNATURE]
Thank you for bringing this to our attention. I’d like to sincerely apologize for the experience you had with [Agent Name]. We strive for excellence in customer service, but it’s clear we missed the mark in your case.
As a result of your feedback, we are providing our team with additional customer service training to prevent similar situations from happening in the future.
That being said, if there’s anything else that I can help you with at the moment, please feel free to reach out and I would be more than happy to help. We do appreciate your business and hope to earn back your trust.
Thanks again,
[YOUR SIGNATURE]
Thank you for taking the time to complete our recent survey. Your responses will help us serve you and our other users in the future. We truly value your feedback and look forward to hearing more from you more often.
In the meantime, if you have any questions, concerns, or further suggestions, don’t hesitate to let us know by replying to this email – we’ll be happy to help!
Regards,
[YOUR SIGNATURE]
Dobre povratne informacije strank so, ko si ljudje vzamejo čas, da izrazijo svoje misli o izdelku, ki ga uporabljajo. Pomembno je vedeti, kaj si kupci mislijo o vašem izdelku in kako ga izboljšati.
Obstajata dve vrsti povratnih informacij strank: zahtevane in nezaželene. Zahtevane povratne informacije so informacije, ki jih zahtevate od strank. Povratne informacije lahko zahtevate z anketami, izstopnimi intervjuji in vprašalniki. Nezaželene povratne informacije so informacije, ki vam jih zagotovijo stranke, ne da bi jih za to zahtevali. Neželene povratne informacije strank lahko dobite tudi z opazovanjem odzivov strank na vaš izdelek ali storitev.
Če so stranke zadovoljne z vašo ekipo za podporo in storitvijo, ki jo nudite, je večja verjetnost, da bodo vaše podjetje priporočile svojim prijateljem. In ko so stranke zadovoljne, je večja verjetnost, da bodo zveste in bodo še naprej podpirale vaše podjetje.
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Upravljanje vsebin vs upravljanje znanja
Upravljanje vsebin se osredotoča na ustvarjanje, organiziranje in objavo digitalnih vsebin, medtem ko se upravljanje znanja osredotoča na zajemanje, organiziranje in deljenje znanja znotraj organizacije. Obe sta ključni za učinkovito upravljanje informacij in spodbujanje rasti in inovacij v organizaciji.
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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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Andrej Saxon | LiveAgent support team