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  • Predlošci za korisničku službu na društvenim medijima

Predlošci za korisničku službu na društvenim medijima

Korisnička služba na društvenim medijima aje ponavljajuća — ista pitanja i zahtjevi iskaču ponovno i ponovno. Tipkanje istog odgovora svaki put je zamorna rutina koja troši vrijeme ali se može izbjeći korištenjem predefiniranih odgovora. Imamo neke praktične savjete, zajedno s već pripremljenim predlošcima za službu putem društvenih medija koje možete prilagoditi, personalizirati i koristiti kad god se vaši klijenti obrate za pomoć putem društvenih mreža.

Najbolje prakse za odgovor na spominjanje i komentare putem društvenih medija

Nemojte ignorirate pritužbe klijenata

Skoro 70% žalbi koje klijenti prilože putem društvenih medija bude ignorirano. Iskoristite prednosti alata za motrenje društvenih medija koji olakšavaju praćenje svih spominjanja brenda, komentara i poruka čim se prijave.

Odgovarajte odmah (brzina je važna u društvenoj podršci)

Pošto su društveni mediji smatrani platformom koja je uvijek u pogonu, prirodno je da potrošači očekuju da brendovi odgovore što prije. Na temelju istraživanja od The Social Habit-a, 42% potrošača očekuje odgovor na društvenim medijima u roku 60 minuta, a 32% očekuje dogovor u roku 30 minuta.

Odgovarajte odmah (brzina je važna u društvenoj podršci) - App - Uploads - 2020 - 01 - Instagram Pirated Ideas.jpg
Respond to social media queries directly from LiveAgent

Nemojte brisati (ili skrivati) negativne komentare

Brisanje negativnih komentara u svrhu očuvanja vašeg virtualnog ugleda će samo još više frustrirati osobu koja se žalila i naštetiti vezi koju imate s njom. Jedina iznimka je kada je poruka očiti spam ili krši pravila zajednice.

Osjetite ton

Iskoristite pravi ton glasa koji je skrojen da pristaje svakom određenom slučaju. Koristi li klijent ležeran jezik ili sleng? Možda bi bilo u redu da uzvratite istom mjerom. Zvuči li klijent frustrirano? Bolje je koristiti ton koji je suosjećajan i uvjeravajući. JetBlue je primjer brenda koji to radi odlično.

Ne trebate uvijek odgovoriti svima

U slučaju masovnih problema ili pada, nema potrebe odgovarati na svaku poruku jer bi to bilo ekstremno dugotrajno i beskorisno. Kada je puno klijenata pogođeno istim problemom, ima smisla postaviti javni status koji svi mogu vidjeti i ažurirati ga.

Znati kada prenijeti razgovor ‘offline’

Svaka konverzacija putem društvenih medija ne mora biti javna. Prebacivanje na privatne poruke najbolje pali kada trebate osobne informacije klijenta (email, broj narudžbe i slično), detaljno objašnjenje problema kako bi im pomogli ili kada konverzacija postane napeta.

Primjeri predložaka za odgovor korisničke službe na društvenim medijima

Odgovor na zahtjev za informacijom


“@name, thanks for reaching out. We have many different plans, so please email our billing team at (email address) and our agents will be happy to help you with any pricing information you need and will advise on the best plan for your business.”

“@name, we’ve got your back! Check out this article to get your software up and running: (link). If anything is still unclear, just let us know, we’ll be happy to help.”

“Hello @name, thanks for your interest in our services. If you provide us with your e-mail address, we can send you comprehensive information on our offers and prices.”

“@name, thanks for reaching out. Yes, we offer (services). If you provide us with your e-mail address we will be glad to send you comprehensive information on the terms and conditions of service as well as our prices.”

“Thank you for your inquiry. Today we’re open from 9:00 am to 6:00 pm. We are looking forward to your visit.”

“Our office is closed from the 23rd- 25th of December. Afterwards we are there for you again. Are there any other questions I may help you with?”

Odgovor na zahtjev za uslugom


“Hello @name, thank you for your inquiry. We will look into your problem and contact you immediately with a resolution. Regards, (Name).”

“@name, I apologize for the delay. We have received your information and we are working to get your order to you as soon as possible. Thank you for your patience.”

“Hi @name, thanks for letting us know about this. Please DM us more details about the issue, so we can take a look into this for you right away.”

“Hey @name, thanks for informing us know about this issue. We’ll make sure this
gets shared with the right people here at (Company). I’ll let you know as soon as it’s fixed. ”

“That’s certainly not what we like to hear, @name. Please DM us your order confirmation number so we can follow-up with you. – (Name)”

“Hey @name, really sorry for the trouble here. I’m going to escalate this to our tech support team to see if we can figure out the issue and get it fixed ASAP! – (Name)”

“@name, my sincerest apologies! I would be happy to look into this for you. Can you please follow us and DM me with your order number? – (Name)”

Odgovor na pozitivne komentare

“Hello @name. We are happy you were satisfied with our service. If you’d like you can leave a review [here] and help others with your recommendation. Thanks!”

“Thanks for the shout-out! We’re happy to have you in the (Company) family!”

“Thank you for buying your (product) from us, @name. We look forward to seeing you again soon!”

“We at (company name) know you had many options to choose from, so thank you for choosing us. We sincerely hope you are satisfied with your purchase.”

“@name, we’re happy to know your experience was awesome and we can’t wait to see you again soon!”

“@name, your feedback is incredible; thank you for sharing that with us! It’s wonderful that (product) has made such a difference for you.”

Odgovor na pozitivne ocjene


“Thank you for your fantastic review, @name. We are thrilled that you loved your experience and look forward to seeing you again.”

“Thank you so much for taking the time to leave us this amazing review, @name. We’re so lucky to have customers like you!”

“@name, your awesome review made our day! Thank you for taking the time to share it with us and the community.”

“We are incredibly grateful that you took the time out to leave us this great review, @name. Thanks for being such a fantastic customer!”

“@name, we are truly happy to know your experience was tremendously delightful. It’s something we’ve worked hard on and we’re pleased our efforts resonated with you.”

“We’re happy you had a fantastic time with us, @name! Thanks for your trust, we’re thankful for amazing customers like you. We hope to see you again soon!”

“@name, it’s always a pleasure seeing you. Thanks so much for your feedback and good vibes. We’re happy that you’re happy, and we’re looking forward to your next visit.
Hurry back!”

“We’re so glad you had a good experience, @name. We work really hard to provide the best service to our guests, so I’m happy to see that reflected on your last visit. I made sure that (employee name) got the recognition she deserved. She was really happy to see your review. – (Name)”

“Hi @name, we are thrilled to have you as part of the (Company) family! Thank you for leaving an amazing review. It means the world to us and to our entire team! We look forward to serving you again soon!”

“Hello @name, thank you for the wonderful review and for taking the time to share your feedback with (Company). Excellent customer service is our priority and we are happy that we met that mark! Customers like you make our job a pleasure.”

Odgovor na žalbe klijenata


“Hello @name. We are very sorry that you were not satisfied with our service. Since customer satisfaction is our top priority, we will reach out to you personally to discuss a solution to your problem together. Best, (Name).”

“Oh no! We’re so sorry to hear this but appreciate you letting us know. This is not the norm and we’re happy to help. Please contact our customer care team for assistance at (email).”

“@name, we’re so sorry to hear you were unsatisfied with your purchase. If you’re interested in some return/ exchange options, please give us a call at (number, 8 am – 11 pm, 7 days a week), and we’ll do our best to help.”

“@name, so sorry about that. We always hate it when that happens. Send us a DM with your confirmation code and we’ll send you credit for the non-working (item). ”

“@name, my apologies for the inconvenience! I just reached out to you via Facebook Messenger to discuss it further. Be sure to check your “Message Requests” folder. – (Name)”

Odgovor na negativne ocjene


“Hi @name. We’re sorry to hear your experience was less than 5-stars. If you’re open to discussing your experience further, please call /email us at (number/ email).”

“@name, sorry about your negative experience. We’re normally known for our exceptional attention to detail, and we regret that we missed the mark.”

“Hi @name, we apologize for your negative experience. We’d like to learn more about your specific situation and make things right. If you wouldn’t mind give us a call at (number), that would be greatly appreciated. We look forward to speaking with you and working towards earning back your business.”

“Hello @name, I’m sorry to hear about your disappointment with us, and I would like to personally assist you with making things right. Let’s get on a call and address this ASAP, we value your business. Please contact us at (phone) when convenient.”

“@name, thank you for bringing this to our attention. We’re sorry to hear of your less than satisfactory experience and hope you will accept our sincerest apologies. Please give us a (call/email) to see how we can make things right.”

Završavanje razgovora i popratne poruke


“@name, happy to hear you’re back in action. Give us a shout if you need anything else.”

“I’m glad to know your (items) finally came through, @name, thank you for letting us know. I apologize for the painfully slow process it took to get them. We never intended for this to happen.”

“@name, I’m happy that we were able to help you resolve your problem. I’ll be sure to relay your message to (employee name). – (Name)”

“@name, I’m happy you’re pleased with the results and that we were able to sort this out. If there’s anything else we can do to help, please let us know. Best, (Name).”

“Thank you for giving us the opportunity to help out, we’re here if you ever need us again!”

“Hello @name, we haven’t heard back from you. Were you able to get the assistance needed? If you still need help, please provide the details previously requested. Thanks! – (Name)”

Bonus: Zašto vaše poduzeće ne može ignorirati korisničku službu putem društvenih medija

  • 67% potrošača koristi društvene mreže kao što su Twitter i Facebook da traže rješenje problema, a skoro 70% tvrdi da su koristili društvene medije za korisničku službu barem jednom. (Social Media Today)

  • 63% potrošača zapravo očekuje da kompanije ponude korisničku službu putem svojih kanala društvenih medija, a 90% korisnika društvenih medija je već koristilo društvene medije kao način komunikacije s brendom ili poduzećem. (Smart Insights).

  • Kada se potrošači obrate brendu putem društvenih medija, 40% ih očekuje da brend odgovori u prvih sat vremena, dok 79% očekuje odgovor u prvih 24 sata. (Sprout Social)

  • 71% potrošača koji su imali pozitivno iskustvo s brendom na društvenim medijima sje sklonije preporučiti brend prijateljima i obitelji. (Ambassador)
  • Trećina svih žalbi klijenata ostane neodgovorena, većinom na društvenim medijima. Odgovaranje na žalbu klijenta povećava njegovo zastupanje za 25%, dok neodgovaranje smanjuje zastupništvo klijenata za 50%. (Convince & Convert)

  • 77% Twitter korisnika se osjeća pozitivnije u vezi brenda kada dobiju odgovor na svoj tvit. Kompanije koje koriste Twitter za korisničku službu imaju 19% porast zadovoljstva korisnika. (Brandwatch)

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Frequently asked questions

Koji je najbolji način upravljanja korisničkom službom društvenih medija?

Najbolji način da upravljate korisničkom službom društvenih medija jest da je povežete sa svojim softverom službe za pomoć. Kao rezultat toga, vaši će agenti moći učinkovito i djelotvorno rješavati sve vrste upita s jednog sučelja.

Kako se nositi s negativnim komentarima na društvenim mrežama?

Negativni komentari kupaca mogu utjecati na uspjeh vašeg poslovanja. Ako ste predstavnik tvrtke, trebali biste postupati s negativnim komentarima na društvenim mrežama tako što ćete potvrditi pritužbu, ponuditi rješenje i nikada stvari ne shvaćati osobno .

Što je briga o kupcima?

Briga o kupcima je pružanje usluga korisnicima prije, tijekom ili nakon prodaje proizvoda. S druge strane, za to može biti odgovoran i odjel unutar tvrtke.

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