Predlošci za korisničku službu

Email još uvijek ostaje jedan od glavnih kanala korisničke službe za velik broj potrošača. Međutim, ne ulaže svako poduzeće dosta truda u pružanje brzih i profesionalnih odgovora – zapravo, neka uopće i ne odgovaraju. Istraživanje koje je proveo SuperOffice je pronašlo da 62% kompanija ne odgovara na emailove korisničke službe, 90% ne informira klijenta da su primili njegov email, dok 97% ne pošalje popratni email da vidi jesu li klijenti zadovoljni s odgovorom.

Dok je skoro nemoguće ručno sastaviti svaki email koji ide potencijalnim ili trenutnim klijentima, korištenje predložaka korisničke službe koji pokrivaju više scenarija može pomoći timovima korisničke službe, pogotovo onima koji barataju velikim brojem emailova. S predlošcima kao dobrim početkom, vaši agenti mogu pomoći više klijenata u manje vremena i s manje stresa, te osigurati pružanje dosljedne usluge.

Predlošci za korisničku službu
Example of email ticketing in LiveAgent

Prednosti korištenja email predložaka za korisničku službu 

  • Štede vrijeme i poboljšaju efikasnost agenata. Korištenje predložaka korisničke službe za odgovor klijentima će sačuvati vaš tim podrške od kreiranja individualnih odgovora, optimizirati vrijeme i popraviti efikasnost.
  • Smanjiti količinu ljudskih grešaka. Sa spremnim, isprobanim i testiranim email predlošcima za odgovor, možete eliminirati ljudsku grešku i ukloniti rizik slanja netočnih poruka koje mogu frustrirati klijente.
  • Održati dosljednost kompanijinih poruka. Email predlošci korisničke službe osiguravaju da svaki član vašeg tima podrške zvuči isto dok glas vašeg brenda ostaje prisutan u svakoj interakciji s klijentom.

Standardni email predlošci za korisničku službu

Izgradnja vlastite knjižnice email predložaka za korisničku službu može biti zamorna i dugotrajna. Imamo za vas dokazane email predloške temeljene na 10 različitih scenarija koje vaš tim korisničke podrške može koristiti i prilagoditi po potrebi kada komunicira s mogućim i trenutnim klijentima.

Email predložak za automatski 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]

Email predložak za povremeno javljanje klijentu


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]

Email predložak za zahvalu


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]

Email predložak za odgovor bijesnom klijentu


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]

Email predložak za odgovor zadovoljnom klijentu


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]

Email predložak za odgovor na pritužbu klijenta


[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]

Email predložak za odgođeni odgovor


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]

Email predložak za popratne poruke


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]

Email predložak za podsjetnik za obnovu


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]

Email predložak za povrat novca


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]

Najčešća pitanja

Kako možete poboljšati korisničku službu u svojoj kompaniji?

Industrija korisničke službe je među najbrže rastućima u svijetu. Uz pomoć softvera za korisničku službu, moći ćete pratiti više od jednog razgovora odjednom, i uraditi više tijekom dana.

Kako napisati profesionalni email korisničke službe?

Kada odgovarate na pritužbu klijenta, budite sigurni da govorite o trenutnom problemu i koristite ime klijenta. Kako bi prikladno odgovorili, također trebate koristiti profesionalni ton, te biti uljudni i prijateljski raspoloženi.

Zašto se fokusirati na dobru korisničku službu?

Dobra korisnička služba je važan dio vođenja uspješnog poduzeća. Može poboljšati ugled vaše kompanije i pomoći zadržati vaše klijente.

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