Predlošci za tiketing

Iako agenti korisničke podrške obično moraju odgovarati na širok raspon pitanja – srećom, ne moraju izmišljati toplu vodu za obična pitanja, zahtjeve za podrškom i probleme. Umjesto toga, mogu koristiti već spremne predloške kako bi skratili vrijeme potrebno za odgovor i pružili dosljedno iskustvo korisničke službe. Zapravo, standardni odgovori, predefinirani odgovori i predlošci su jedna od najvažnijih značajki bilo kojeg tiketing softvera za podršku. Oni pružaju agentima više vremena i manje stresa, pomažu usmjeriti tijek rada i ubrzati korisničku podršku. Zapravo, standardne poruke i predlošci mogu:

  • Pomoći agentima u bržem pružanju točnih i prikladnih odgovora;
  • Uštedjeti puno vremena i truda vašem timu za podršku;
  • Povećati samopouzdanje, efikasnost i produktivnost agenta;
  • Smanjiti vrijeme treninga za nove agente
  • Osigurati dosljednost poruka brenda u komunikaciji s klijentima
  • Popraviti kvalitetu usluge i poboljšati zadovoljstvo klijenata
ticket template example in LiveAgent
Canned response

Najbolje prakse za korištenje standardnih odgovora i predložaka u vašem tiketing sustavu podrške

  • Uključite svoju cijelu organizaciju u kreiranje prodložaka i procjenu kako bi dobili konstruktivne povratne informacije od više profesionalaca u različitim odjelima.
  • Osigurajte da je svaki predložak za odgovor pažljivo pregledan prije nego se počne koristiti, te da u njemu nema grešaka, pogreški u pisanju ili gramatici.
  • Nemojte koristiti bezlični, robotski i previše formalan jezik – nađite pravi stil i ton glasa za vašu publiku.
  • Isprobajte i testirajte različite predloške za odgovor kako bi našli one koji su najprikladniji za vašu organizaciju.
  • 38% potrošača smatra da su neosobni, izvještačeni odgovori frustrirajući – personalizirajte predloške kad god možete i prilagodite odgovore da pristaju svakom klijentu i njegovom specifičnom slučaju.
  • Nemojte koristiti standardne odgovore i predloške samo zbog brzine podrške – samo šaljite poruku ako je 100% bitna i odgovara zahtjevu klijenta.
  • Revidirajte svoje standardne poruke i predloške redovno kako bi osigurali da ostanu relevantni i u skladu s rastom kompanije i promjenama u potrebama klijenata.
Canned messages
Example of canned messages

12 običnih primjera predložaka za odgovore na tikete

Sa setom unaprijed pripremljenih poruka, možete ostvariti personalizirani pristup te smanjiti teret kreiranja svakog odgovora od nule. Međutim, kreiranje knjižnice efikasnih standardnih poruka i predložaka zahtijeva vremena i truda. Imamo za vas nekoliko običnih predložaka za tiketing podrške temeljenih na 12 uobičajenih scenarija. Koristite ih kao početnu točku i prilagodite ih da pristaju vašim klijentima.

Potvrda primitka tiketa


Hi [NAME],

Thank you for reaching out. This is just a quick note to inform you that we received your message and have already started working on resolving your issue [Ticket ID: (Number) dated (Date)].

If you have any further questions or concerns, please let us know. We are available round-the-clock and always happy to help. Thanks for being a loyal [COMPANY] customer.

Take care,
[YOUR SIGNATURE]

Ažuriranje progresa tiketa – predložak #1 (Bavimo se vašim slučajem)


Hi [NAME],

I wanted to update you before the weekend about the status of your [Issue, Ticket ID]. It is currently in progress and is being worked on by our tech support team. We’re prioritizing your request, and I will make sure this issue is resolved as soon as possible.

As a rough estimate, it should be fixed on [ETA]. We’ll keep you updated.

Thanks for your patience!
[YOUR SIGNATURE]

Ažuriranje progresa tiketa – predložak #2 (Nismo zaboravili na vas)


Hi [NAME],

It’s been a while since our last update, but we wanted to reassure you we haven’t forgotten about your issue. It’s been a bit more challenging than the average case but our team of tech gurus is committed to resolving it as soon as possible.

Meanwhile, we will keep you posted on any further updates. Thank you for your patience while we work through this.

Regards,
[YOUR SIGNATURE]

Traženje više informacija od klijenta


Hi [NAME],

Thank you for submitting your ticket [Ticket ID] on [Date]. Could you please give us a little more context? When did this issue begin? Has it been occurring consistently, or does it happen on and off? Have you tried any solutions on your own?

These questions will help us find a more personalized solution to your problem.

Looking forward to hearing from you,
[YOUR SIGNATURE]

Informiranje klijenta da je problem riješen


Hi [NAME],

[AGENT NAME] from [COMPANY] here. Hope you’re doing well!

You’ve reported a problem with [Issue] on [Date]. As promised, I’m circling back to tell you that it has been successfully resolved.

The problem turned out to be more complex than we thought, so it took a little bit longer to get it fixed. But everything should be fine now. Could you confirm that everything is working?

If you have any more questions or come across any other issues, let me know, I’ll be happy to help.

Have a great day,
[YOUR SIGNATURE]

Zatvaranje tiketa


Hi [NAME],

Your [Issue, Ticket ID] has been resolved. Thanks for your patience and time, and we hope our customer support was satisfactory.

If there is anything else we can do for you, please don’t hesitate to reply to this email or call us at (number).

Best,
[YOUR SIGNATURE]

Zatvaranje tiketa zbog nedostatka odgovora


Hi [NAME],

I’m reaching out about your case with us regarding [Case topic]. It’s been [Number] days since we’ve heard from you, so I wanted to let you know that we are going to close this ticket.

You can always reopen it or raise a new ticket if you need any further assistance. Thanks for working with us!

Regards,
[YOUR SIGNATURE]

Priznavanje greške pri rješavanju tiketa


Hi [NAME],

We’re reaching out with an unfortunate update on your request [Ticket ID] dated [Date]. We admit that there was an error on our part, and we’re really sorry about it. The fact that we (explanation of what was done wrong).

We understand that this is an inconvenience, but we’re currently doing our best to sort this out. We are once again extremely sorry for this incident. I will personally inform you of any further updates.

Thank you for your patience and understanding,
[YOUR SIGNATURE]

Isprika za problem na razini kompanije


Hi [NAME],

Thank you for reaching out. Unfortunately, we are experiencing technical issues at the moment. Our tech support team is already on it and the service should be up and running in [ETA].

We’ll let you know as soon as we’re back. Our sincere apologies for the inconvenience this may have caused you. Thanks for being patient while we sort this out.

Regards,
[YOUR SIGNATURE]

Odgovor na prijavu buga


Hi [NAME],

Thank you for reporting [bug]. There seems to be a glitch in the application. We’ve logged this in our bug tracker, please expect a new version with the fix shortly. Our sincere apologies for any inconvenience this may have caused you.

We appreciate your patience,
[YOUR SIGNATURE]

Predložak za popratne poruke


Hi [NAME],

You have recently contacted us regarding [Issue], which was [Resolved/Closed]. We’re reaching out to make sure that there have been no related issues since. In case you have any updates, please let us know. We’ll be happy to assist you further.

Thanks,
[YOUR SIGNATURE]

Popratna poruka korisničke službe


Hi [NAME],
You’ve recently contacted us about [Issue], which was resolved on [Date]. We would love to hear what you think of our customer service. Please take a moment to review our service by clicking either link below:

Good, I’m satisfied
Bad, I’m unsatisfied

Your feedback is appreciated and will help us improve!

Sincerely,
[YOUR SIGNATURE]

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Frequently asked questions

Što trebam tražiti od sustava za tiketing?

Kada birate tiketing sustav za vaše poslovanje, obratite pažnju na sljedeće značajke: Automatska distribucija tiketa, Izvješća o izvedbi, SLAs, Korisnički portal, Gamifikacija i Integracije.

Zašto bih trebao koristiti predloške za tiketing?

Predlošci za tiketing vam omogućuju brži odgovor na tikete. Nadalje, pomažu da vaši agenti ostanu profesionalni.

Što je tiket korisničke podrške?

Tiket korisničke podrške je zapis zahtjeva za pomoći. Zahtjev može biti u obliku pitanja, opisa problema ili zahtjeva za informacijom.

Nazad na predloške Kreirajte račun besplatno

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