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Шаблоны для обслуживания клиентов

Электронная почта по-прежнему остается одним из основных каналов по обслуживанию клиентов для огромного числа потребителей. Однако не каждый бизнес прилагает усилия, чтобы обеспечивать быстрые и профессиональные ответы — на самом деле, некоторые вообще не отвечают. Опрос SuperOffice показал, что 62% компаний не отвечают на электронные письма в службу по обслуживанию клиентов, 90% не информируют клиента о том, что электронное письмо было получено, а 97% не отслеживают, удовлетворены ли клиенты ответом.

Хотя практически невозможно вручную создавать каждое электронное письмо для потенциальных или текущих клиентов, использование шаблонов для обслуживания клиентов, охватывающих различные сценарии, может значительно помочь командам по обслуживанию клиентов, особенно тем, которым приходится иметь дело с огромным количеством писем. Используя шаблоны в качестве стартового блока, ваши агенты могут помочь большему количеству клиентов за меньшее время и с меньшим стрессом, а также обеспечить стабильное обслуживание.

Шаблоны для обслуживания клиентов
Пример обработки запросов по электронной почте в LiveAgent

Преимущества использования шаблонов писем для обслуживания клиентов

  • Экономьте время и повышайте эффективность работы агента. Использование шаблонов для обслуживания при ответе клиентам избавит вашу команду поддержки от необходимости создавать индивидуальные ответы, оптимизирует их время и повысит эффективность.
  • Уменьшите количество человеческих ошибок. С помощью готовых, испытанных и проверенных шаблонов ответов для службы по обслуживанию клиентов вы можете исключить человеческую ошибку и снизить риск отправки неправильных сообщений, которые могут расстроить клиентов.
  • Поддерживайте постоянный обмен сообщениями с компанией. Шаблоны писем для обслуживания клиентов гарантируют, что все сотрудники вашей службы поддержки будут на одной волне, в то время как ваш бренд будет присутствовать при каждом взаимодействии с клиентами.

Стандартные шаблоны писем для обслуживания клиентов 

Создание собственной библиотеки образцов шаблонов электронных писем для обслуживания клиентов может оказаться сложной задачей и потребовать много времени. Вот несколько проверенных шаблонов, основанных на 10 различных сценариях, которые ваша команда поддержки может использовать и адаптировать по мере необходимости при взаимодействии с клиентами и потенциальными клиентами.

Шаблон электронного письма с автоответом


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]

Регистрация с помощью шаблона электронной почты клиента


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]

Шаблон письма с благодарностью


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]

Шаблон письма с ответом на вопрос рассерженного клиента


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]

Шаблон электронного письма с ответом довольному клиенту


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]

Шаблон электронного письма с ответом на жалобу клиента


[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]

Шаблон электронного письма с отсроченным ответом


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]

Шаблон электронного письма с дополнительной информацией


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]

Шаблон электронного письма с напоминанием о продлении подписки


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]

Шаблон электронного письма о возврате денежных средств


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]

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