Шаблоны для Help desk

Исследование показало, что 69% потребителей оценивают качество обслуживания клиентов по тому, получают ли они “быстрый ответ” на свои запросы или просьбы о помощи. Однако постоянное создание одинаковых ответов вручную при взаимодействии с клиентами может быть крайне неэффективно и требовать много времени даже для самых опытных агентов службы поддержки. Вот тут-то и пригодятся готовые сообщения. Фактически, готовые ответы (макросы), предварительно определенные ответы и готовые шаблоны являются одними из наиболее необходимых функций службы поддержки, которые позволяют агентам службы поддержки повышать свою эффективность и производительность, ускорять поддержку и повышать удовлетворенность клиентов.

Шаблоны для Help desk - App - Uploads - 2020 - 06 - Copy Of Liveagent Material Inside Ticket.png
Сохраните наши help desk шаблоны в виде готовых сообщений и используйте их в любое время

Зачем использовать шаблоны ответов для help desk?

  • Помогите агентам сэкономить время и силы при работе с общими запросами, позвольте им сосредоточиться на более серьезных вопросах, сократить количество ошибок и повысить продуктивность;
  • Помогите поддерживать согласованность в скорости обработки заявок и голосе бренда, что влияет на качество поддержки и обслуживания клиентов;
  • Помогите агентам с легкостью справляться со сложными разговорами – например, сообщение клиентам, что вы не собираетесь создавать функцию, которую они хотели, или отклонение запроса на возврат средств;
  • Поскольку готовые сообщения и шаблоны не являются автоответом, агенты могут легко настроить их и добавить в них индивидуальность до отправки, чтобы повысить удовлетворенность клиентов.

10 примеров шаблонов ответов для help desk 

Ниже приведены 10 примеров ответов для help desk по некоторым из наиболее распространенных проблем и запросов в службу поддержки, которые ваши агенты могут настраивать, персонализировать и использовать в своей ежедневной работе.

Подтверждение получения запроса в службу поддержки


Hi [NAME],
Thank you for reaching out. We received your request and have already started working on resolving your issue. One of our agents will get back to you as soon as possible. Typically, it takes us less than 24 hours to respond with a resolution.
If you have any additional information that you think will help us to assist you, please reply to this email. If it’s an emergency, feel free to give us a call at [number] or start a live chat with our support team.
Thanks again for contacting us,
[YOUR SIGNATURE]

Ответ на запрос информации


Hi [NAME],
Thank you for reaching out! We’re always happy to help our customers learn more about our product.
We’d like to direct you to a relevant article from our Knowledge Base that contains detailed information about this feature. We also happen to have a blog post that discusses how to get the most out of it, so while you’re here, why don’t you give that a quick read too?
In case there are still some questions and you’d like further clarification, please don’t hesitate to let us know by replying to this message. We’re at your service 24/7.
Enjoy your day,
[YOUR SIGNATURE]

Запрос на сброс пароля


Hi [NAME],
We’ve received a request to reset the password for the [COMPANY] account associated with (email). No changes have been made to your account yet. You can reset your password by clicking the link below:
Reset your password
If you didn’t request a new password, you can safely ignore this email. Only a person with access to your email can reset your account password.
If you need help, or you have any other questions, fell free to call us at (number). We’re here to assist you at any step along the way.
Thanks,
[YOUR SIGNATURE]

Клиент запрашивает функцию, которая входит в ваш проектный план


Hi [NAME],
Thanks for the feedback. I can definitely see how this feature would be helpful to our customers. Luckily, our development team is already on it, and we expect to release it next quarter. Would you be interested in being a part of our beta group and one of the first customers to try it out? If so, I’d be happy to put you on the list.
Let me know, and please don’t hesitate to reach out if you have any other additional insights that you’d like me to pass on to our development team.
Thanks,
[YOUR SIGNATURE]

Клиент запрашивает функцию, которую вы не собираетесь создавать


Hi [NAME],
Thanks for the feedback. I can definitely see why you would be interested in that feature. Unfortunately, it’s not on our roadmap as of now.
Since our development resources are currently limited, we have decided to tackle features X and Y as a priority, as the majority of our customers have heavily requested them. These features will also be beneficial to you because of (…).
That being said, we’ll let you know if anything changes around this. Please do reach out if you have any other requests – we’re always here to listen.
Thanks,
[YOUR SIGNATURE]

Клиент запрашивает функцию, которая была удалена


Hi [NAME],
Thanks for reaching out. I can definitely understand that it’s frustrating to lose a feature that you’ve come to rely on in your business. Unfortunately, we are not planning to bring it back any time soon.
The reason is that it was a complex feature to maintain. It wasn’t being used by the majority of our customers, which meant we were spending a lot of development time and resources on something that wasn’t making our product better for most users.
However, by making a decision to drop it, we’ve managed to allocate those resources into building (new features) that will be launched much sooner than we otherwise could have achieved.
I realize it’s not the answer you were hoping for, though. Some of our other customers have found that (alternative feature) is a fairly good substitute for that functionality. If you’d like to, I’d be happy to give you my best advice on how you can use it.
Sincerely,
[YOUR SIGNATURE]

Принятие запроса на возврат средств


Dear [NAME],
Thank you for contacting us to request a refund on your purchase of [PRODUCT/ SERVICE]. We are sorry to hear our product didn’t meet your expectations. Because your request falls under our refund policy, we will gladly honor your decision.
We have processed your request and have issued a refund to your credit card company. It may take up to [number of days] to see this credit on your account.
If there is any way for us to retain your business, we would love the opportunity to try. Just let us know, and we will do whatever we can. Feel free to contact us also if you have any further questions.
Regards,
[YOUR SIGNATURE]

Отклонение запроса на возврат средств


Dear [NAME],
I’m sorry to hear you’re not happy with our [PRODUCT/ SERVICE]. We’ve received your request for a refund and we regret to inform you that it has fallen outside of our refund policy as stated here.
While we’re unable to provide a refund at this time, we value your business and would like to offer you a discount of 15% on your next purchase.
If there is any way you feel we could improve our product/ service, please don’t hesitate to let us know.
Sincerely,
[YOUR SIGNATURE]

Проблема с политикой конфиденциальности


Hi [NAME],
Thank you for your inquiry. We understand data privacy and security is a major concern for our customers. At [COMPANY NAME], we want you feel comfortable sharing your personal data through our website, so privacy is something we take very seriously.
We’ve taken proper precautions to completely secure your data both online and offline. We use encryption when transmitting your sensitive personal information, and the servers storing your data always adhere to independent third-party security certifications.
You can read the full version of our official privacy policy here: [link]. If you ever feel that we are not abiding by this privacy policy, please contact us immediately at [number].
Regards,
[YOUR SIGNATURE]

Запрос на отмену подписки


Hi [NAME],
Thanks for giving [PRODUCT/ SERVICE] a try. As much as we would like you to stay with us for the long term, we understand and accept your decision to cancel your account regardless of any reason. We have a quick question that we hope you could answer that would help us improve [PRODUCT/ SERVICE].
Why did you decide to cancel? Just click on the most appropriate answer:
Didn’t find a good use case for the productWanted more featuresPricing too high
We appreciate the help and hope to welcome you back again in the future!
All the best,
[YOUR SIGNATURE]

Ready to use our help desk templates?

LiveAgent is the most reviewed and #1 rated help desk software for small to medium-sized businesses. Try it today with our free 14-day trial. No credit card required.

Назад к шаблонам Зарегистрироваться БЕСПЛАТНО

В своей работе наш сайт использует файлы cookie. Продолжая пользоваться сайтом, вы выражаете свое согласие на использование файлов cookie на условиях, описанных в нашей политике конфиденциальности и использования файлов cookie.