Piletisüsteemi mallid on eelnevalt valmistatud vastuste ja tugitaotluste lahenduste mallid, mis aitavad klienditoe esindajatel lühendada reageerimisaegu ja pakkuda ühtset klienditeeninduskogemust. Konserveeritud sõnumid ja mallid võivad aidata agentidel kiiremini asjakohaseid vastuseid leida ning sujuvamaks muuta nende töövoogu.
Kuigi klienditoe esindajad peavad tavaliselt vastama paljudele päringutele – õnneks ei pea nad levinud küsimuste, tugitaotluste või probleemide lahendamiseks jalgratast uuesti leiutama. Selle asemel saavad nad kasutada eelnevalt valmistatud malle, et lühendada reageerimisaegu ja pakkuda ühtset klienditeeninduskogemust. Tegelikult on konserveeritud vastused, eelmääratletud vastused ja mallid mis tahes toe piletitarkvara kõige olulisemad funktsioonid. Need annavad agentidele rohkem aega ja vähendavad stressi, aitavad nende töövoogu sujuvamaks muuta ja kiirendavad kliendituge. Lühidalt, konserveeritud sõnumid ja mallid võivad:
Valmiskirjutatud sõnumite komplektiga saate saavutada isikupärastatud lähenemise, vähendades samal ajal iga vastuse algusest peale koostamist. Tõhusate konserveeritud vastuste ja mallide kogu loomine võtab aga aega ja vaeva. Siin on mõned põhilised tugipiletite mallid, mis põhinevad 12 tavalisel stsenaariumil. Kasutage neid lähtepunktina ja kohandage neid vastavalt oma kliendibaasile.
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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?
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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.
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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).
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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].
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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.
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