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  • Predlošci follow-up email-ova korisničke podrške

Predlošci follow-up email-ova korisničke podrške

Korisnička podrška važan je dio svakog uspješnog poslovanja, bez obzira na industriju kojoj pripada. Međutim, izvrsna korisnička podrška ne znači samo odgovaranje na pitanja korisnika ili rješavanje njihovih problema i nastavljanje dalje. Morate osigurati da korisnik ostane zadovoljan i sretan rješenjem, tako da je dosljedni follow-up ključan. Ipak, za mnoge tvrtke korisnička podrška prestaje nakon što se riješi zahtjev korisnika. Iako je follow-up prilično jednostavan zadatak, često se zanemaruje. Zapravo, prema najnovijem SuperOffice Costumer Service Benchmark Report-u:

  • 62% tvrtki ne reagira na email-ove korisničke podrške
  • 90% tvrtki ne daje do znanja niti obavještava korisnika da je email zaprimljen.
  • 97% tvrtki ne šalje korisnicima follow-up email kako bi provjerili jesu li zadovoljni odgovorom.
Bria follow-up email korisničke podrške
Follow-up email korisničke podrške od Bria-e

Moć i snaga follow-up email predložaka korisničke podrške

Korisnički follow-up email-ovi mogu imati velik utjecaj na korisničko iskustvo. To je nešto što mala poduzeća često razumiju i koriste za stvaranje prednosti, ali veće organizacije uglavnom zaboravljaju. Follow-up email-ovi koji su poslani netom nakon interakcije s korisničkom podrškom mogu:

  • Oduševiti korisnike pokazujući da Vam je stalo i posvećeni ste njihovom neprekidnom zadovoljstvu.
  • Poboljšati cjelokupno iskustvo korisničke podrške.
  • Ponovno angažirajte korisnike i potaknite daljnju komunikaciju nudeći proaktivnu podršku.
  • Promovirajte opcije samousluživanja i usmjeravajte korisnike na korisne resurse.
  • Prikažite vrijedne uvide korisnika iz njihovih povratnih informacija.

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10 Predložaka Follow-up email-ova korisničke podrške

Bilo da se radi o ažuriranju korisnika o status njihovih zahtjeva, traženju povratnih informacija ili nuđenju proaktivne pomoći nakon rješenja, Follow-up email-ovi ne smiju biti podcjenjeni od strane Vašeg tima za korisničku podršku. Ovdje možete naći 10 follow-up email predložaka korisničke podrške koji pokrivaju razne dijelova follow-up postupka korisnika – koristite ih kao asistenta prilikom izrade vlastitih korisničkih follow-up poruka.

Follow-up email za ažuriranja o problemu


Hi [Name],

I wanted to update you about the status of your issue before the weekend.

It is still in progress and is being worked on by our technical support team. We’re prioritizing your request, and I will make sure this issue is resolved over the weekend. You will get notified immediately once it’s done.

You can also track the status of your request any time by logging in to your [Brand] account and clicking on the Requests tab.

Thanks for your patience!

Have a great weekend,
[YOUR SIGNATURE]

Proaktivni follow-up email


Hi [Name],

Hope you’re doing well. I just wanted to check in with you regarding the issue you had the other day with [details of the issue]. Was it resolved? Do you need any additional help? Please let me know – I’d be happy to assist you in any case.

Have a great day,
[YOUR SIGNATURE]

Follow-up email nakon pozitivnog korisničkog iskustva


Hi [Name],

You are most welcome. I’m glad that out of hundreds of customers we send emails to every day, someone appreciates the effort we put into trying to provide the highest quality of customer service.

Customers like you are the reason we strive to do the best at our jobs. Please feel free to reach out again if you have any questions, issues, or concerns – we are just an email away and will always be happy to assist you.

Regards,
[YOUR SIGNATURE]

Follow-up email nakon negativnog korisničkog iskustva


Hi [Name],

I’m sorry again about the less than stellar experience you had the other day with our customer support team. I just wanted to reach out and let you know that we’ve decided to put our entire customer support team through additional training to ensure situations like that won’t happen again.

In the meantime, if you have any questions, concerns, or feedback, or if there’s anything else we can do to help, please don’t hesitate to let me know.

Thanks,
[YOUR SIGNATURE]

Follow-up email za poticanje samousluživanja


Name,

I’m glad we were able to resolve [issue]. By the way, you can read more about managing [your account/ payment options/ settings, etc.] in our Help Center. There’s one article that covers your issue in depth [insert link].

If you have any other questions, or if there’s anything we can do to make your experience with us more enjoyable, please let us know.

Thanks,
[YOUR SIGNATURE]

Follow-up email nakon što nema odgovora


Hi [Name],

I’m checking in about your case with us regarding [case topic] one last time. It’s been [number of days] days since we’ve heard from you, so I wanted to reach out and let you know we are going to close this ticket.

Please feel free to reopen this ticket or open a new one if you need any further assistance – we’ll be happy to help.

Thanks again for working with us!
[YOUR SIGNATURE]

Follow-up email nakon zatvaranja tiketa podrške


Hi [Name],

Thank you for contacting us about [details of the issue]. Our records show that your issue has been resolved, so your ticket will be automatically closed in 3 days.

If you still need our help or have any more questions, just hit ‘reply’ and we’ll get back to you shortly.

Regards,
[YOUR SIGNATURE]

Follow-up email za traženje povratnih informacija


Hi [Name],

We’re reaching out regarding your recent issue with [details of the issue] that was resolved on [date]. To help us serve you better, we’d love to hear about your experience with our support team.

On a scale of 1 to 5, how easy was it to get your issue resolved?

1 = Extremely difficult
2 = Very difficult
3 = Neither
4 = Very easy
5 = Extremely easy

We appreciate your feedback. And as always, if there’s anything else we can do for you in the future – please don’t hesitate to reach back out again.

Thanks,
[YOUR SIGNATURE]

Follow-up email s pozivom za anketu


Hi [Name],

You recently reached out to us regarding [details of the issue] which was resolved on [date]. We would love to hear about your experience with our customer service.

Can you please take a moment to respond to this quick survey? It’ll take you less than 60 seconds to answer! Thank you so much, your feedback will help us assist you better in the future.

[Link to Survey]

Thanks again,
[YOUR SIGNATURE]

 Follow up email nakon problema na razini cijele tvrtke


[Name],

As you may already be aware, earlier this week some of our customers have encountered an issue with [product/service/ feature, etc.] Our engineering team was able to resolve it approximately 2 hours after the initial report. We’d like to apologize once again for any inconvenience this may have caused.

To ensure this doesn’t happen again we’re working on multiple improvements to our [product/ service/ feature/ operations, etc.]. In this blog post, we published a full explanation of what went wrong, what we did to recover, and what we’ll do to prevent this from happening in the future: link to a blog post.

Thank you for your patience and understanding. And as always, if you have any questions or come across any issues, please let us know, we’re here to help.

Sincerely,
[YOUR SIGNATURE]

Korisnički follow-up email – Često postavljana pitanja

Zašto je follow-up važan u korisničkoj podršci?

Kada odgovorite na upit korisnika, trebali biste nastaviti provjeravati status problema. S follow-up email-om možete osigurati da je problem ispravno riješen.

Što bih trebao napisati u follow-up email-u?

Follow-up email je onaj koji se šalje nekome tko Vam je postavio pitanje (ili za koga ste pružili neku uslugu) s pitanjem možete li još nešto učiniti. Ova vrsta email-a često proširuje opseg posla koji nudi Vaša tvrtka ili nudi dodatne proizvode i usluge korisniku. Follow-up email treba biti poslan korisnicima koji su izvršili kupnju ili imali neku vrstu interakcije s Vašom tvrtkom.

Kako uraditi follow-up nakon žalbe korisnika?

Možete nastaviti komunikaciju nakon žalbe korisnika tražeći povratne informacije o tome kako je problem riješen i nudeći pokušati riješiti problem ako to korisnik želi.

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