Call Centar: Predlošci za zatvaranje/pauziranje kontakta s korisnikom
Mnogi korisnici se žele povezati s njihovim najdražim brendovima preko telefona. Međutim, većina pubilkacija usredotočenih na korisničku službu objavljuje da je “telefonski poziv mrtav”, što je zapravo rečenica objavljena 14.11.2010. godine u (!) TechCrunch članku. I, iako je autor teksta dodao da pod “mrtav” misli na “u padu” godinama kasnije i raznim studijama poput ove od strane Forrester-a dokazuje se različit trend.
However, we can’t argue that other communication channels used in customer services, such as live chat, chatbots, or instant messengers aren’t growing in popularity. But it doesn’t mean that customers are no longer interested in phone assistance.
Ispod ćete pronaći par primjera predložaka za zatvaranje/pauziranje kontakta. Koristite ih kako bi dovršili ili pauzirali komunikaciju s korisnikom na pozitivan način, osiguravajući zadovoljstvo i odanost korisnika.
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Call Centar: Predlošci za zatvaranje/pauziranje kontakta s korisnikom
Predložak za zatvaranje/pauziranje kontakta 1
Hello, my name is [agent’s name], and I’m calling from [company/department/team] regarding your reported issue. Am I speaking to [customer’s name]?
[Customer confirms]
Perfect, [customer’s name]. I’d like to inform you that your ticket was resolved a few minutes ago. Everything [add a more detailed description of the issue/flaw/problem with an order] should work fine now. Please check and let me know if everything is okay on your end.
[Wait for the customer to answer]
[Customer’s name], because we found a solution to [issue/problem/technical flaw], I’m closing your ticket. It will be removed from the list of pending tickets, which you can access via the [company] dashboard. If you have any other questions or problems, I’m happy to help.
[If the customer says that they don’t have any more problems, the agent can finish the conversation. If there’s another issue, the agent should act upon it].
Thank you for contacting us, and have a nice day!
Predložak za zatvaranje/pauziranje kontakta 2
Hey! It’s [name] from [company/department/team] speaking. I’m contacting you regarding the issue with [product/service] that you reported [two days ago/one week ago/etc.]. I’m happy to inform you that the problem was resolved and we can close your ticket now. I hope that works for you.
[Customer confirms]
You can still check the history of this ticket and access any others that you have submitted. Just head to [website address], login into your customer account, and click on the “Support” tab in the menu section. If you need help with any other issue, I’m happy to help now.
[If the customer says that they don’t have any more problems, the agent can finish the conversation. If there’s another issue, the agent should act upon it].
If you encounter any problems with [product/service] later, you can always reach out to us via phone, live chat, or email.
Predložak za zatvaranje/pauziranje kontakta 3
Hey there! My name is [agent’s name], am I speaking with [customer’s name]?
[Customer confirms]
Great, [Customer’s name]. I’m calling because I’d like to inform you that the request you submitted on [exact submission date and time] has been put on hold for now.
[Pause to let the customer speak if they want to. If the customer doesn’t say anything, the agent can continue]
It was paused because [the reason for the ticket to be paused, for example, the tech team is looking for the best solution and it may take longer than expected/many customers are experiencing the same issue and we would like to take some time to address this problem on a company level/your request involves the work of agents from a few different departments and we need a few more days to arrange things]. I hope it’s not a huge inconvenience for you.
[Pause to let the customer speak if they want to. If the customer doesn’t say anything, the agent can continue]
I promise that we will do our best to resolve this issue as fast as possible. I’ll also inform you about the progress of your request. Let’s stay in touch, okay?
[Customer confirms]
Once again, thank you for your patience, and talk to you soon.
Često postavljana pitanja
Zašto zatvoriti/pauzirati kontakt putem telefona?
Jedan od razloga za zatvaranje kontakta može biti jednostavna činjenica rješavanja klijentskog problema. Zatim, jedino što treba učiniti je zahvaliti se klijentu na razgovoru i uvjeriti ga da Vas može ponovno kontaktirati kad god mu zatreba pomoć.
Različiti razlozi zatvaranja kontakta s korisnikom mogu uključivati nemogućnost rješavanja zahtjeva korisnika ili prebacivanje komunikacije na drugi kanal. Pauziranje kontakta se većinom događa kada pronalazak rješenja za problem korisnika iziskuje više vremena nego inače ili je potrebno dodatno vrijeme kako bi uključili druge osobe. U rijetkim situacijama, kontakt s korisnikom može biti zatvoren zbog njegovog ponašanja: za primjer, korisnik je bezobrazan, agresivan ili ne želi surađivati s agentom.
Trebam li objasniti zašto se kontakt zatvara/pauzira?
Da, Vaši agenti bi uvijek trebali objasniti zašto se nešto događa, i to se ne odnosi samo na objašnjavanje razloga iza zatvaranja/pauziranja kontakta. Stoga bi od strane Vaših agenata kao pravilo trebalo biti tretirano objašnjavanje razloga zatvaranja ili pauziranja tiketa. Nema potrebe da to bude dugo objašnjenje. Dvije kratke rečenice koje pokrivaju što se dogodilo, zašto se dogodilo, i sljedeći koraci je dovoljno da ostavite korisnika dobro informiranim.
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