Predlošci za korisničku službu putem društvenih medija uključuju već pripremljene odgovore za ponavljajuća pitanja i zahtjeve. Što brži odgovor na pitanja i pritužbe klijenata, veća je vjerojatnost da će zadržati povjerenje u brend. Članak također nudi savjete za upravljanje korisničkom službom društvenih medija i najbolje prakse za poboljšanje kvalitete usluge.
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.
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.
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.
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.
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.
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.
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.
“@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?”
“@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)”
“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.”
“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.”
“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)”
“@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.”
“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)”
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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.
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 .
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.
Izvještaji o korisničkoj podršci
Počnite poboljšavati svoje proizvode i usluge redovitim pregledom izvještaja o korisničkoj podršci. Isprobajte naše izvještaje s našim besplatnim probnim razdobljem.
The article discusses the importance of involving customers in the early stages of their user journey and how customer support within an application can improve customer experience. It also highlights the benefits of using customer service templates and surveys to gather feedback from customers. The use of canned messages and templates for customer support can improve efficiency, consistency, and productivity while maintaining the brand's tone. The article provides ten examples of customer support templates for common issues and inquiries.
The importance of organizing processes for successful customer service via social media is described, along with the advantages of using templates. LiveAgent is a software for customer support with several free response templates and knowledge base information. Companies that offer self-service options should have rules for managing resources and reactions to unwanted behavior. Response templates can help agents save time, focus on important requests, and improve productivity. Planning customer service on social media brings many advantages such as lower costs and faster communication. The use of call center software can improve agent efficiency and increase customer satisfaction through transparency and service personalization. Free software has its advantages, such as lower cost and simple implementation, but business needs should be considered before making a decision. LiveAgent offers a free trial version, and companies can decide whether to upgrade to a paid solution.
Email predlošci za povećanje cijene
Tekst opisuje povećanje cijena u B2B i B2C sektoru te savjete za obavještavanje klijenata o istom. Predstavljeni su predlošci e-mailova za obavještavanje o povećanju cijena te nakon poziva i kupnje. Također, naglašena je važnost referalnog marketinga i ponuđeno 10 predložaka e-mailova s preporukama. Članak govori o važnosti kvalitetne korisničke usluge i nudi savjete za njeno poboljšanje. Predstavljeni su i predlošci e-mailova za ponovno povezivanje s klijentima.
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Andrej Saxon | LiveAgent support team