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Sotsiaalmeedia klienditeeninduse mallid

Sotsiaalmeedia klienditeenindus on korduv – samad küsimused ja taotlused ilmuvad ikka ja jälle. Iga kord sama vastuse sisestamine on väsitav, aeganõudev ja üle jõu käiv rutiinne töö, mida saab vältida eelnevalt määratletud vastuste abil. Allpool on mõned praktilised näpunäited koos valmis sotsiaalmeedia klienditeeninduse mallidega, mida saate kohandada, isikupärastada ja kasutada alati, kui Teie kliendid pöörduvad klienditoe saamiseks sotsiaalmeedia poole.

Sotsiaalmeedia mainimistele ja kommentaaridele vastamise parimad tavad

Ärge ignoreerige klientide kaebusi

Ligi 70% klientide poolt sotsiaalmeedias esitatud kaebustest jäetakse tähelepanuta. Kasutage ära sotsiaalmeedia jälgimise tööriistu, mis hõlbustavad kõigi brändimainimiste, kommentaaride ja sõnumite jälgimist kohe, kui need ilmuvad.

Vastake kohe (sotsiaalmeedia toel loeb kiirus)

Kuna sotsiaalmeediat peetakse “alati sisse lülitatud” platvormiks, ootavad tarbijad loomulikult, et kaubamärgid reageerivad võimalikult kiiresti. Vastavalt uuringule Social Habiti poolt, ootavad 42% tarbijatest vastust sotsiaalmeedias 60 minuti jooksul ja 32% 30 minuti jooksul.

Sotsiaalmeedia klienditeeninduse mallid
Vastake sotsiaalmeedia päringutele otse LiveAgentist

Ärge kustutage (või peitke) negatiivseid kommentaare

Negatiivse kommentaari kustutamine oma virtuaalse kuvandi säilitamiseks ärritab kaebajat ainult veelgi ja kahjustab Teie suhteid temaga. Ainus erand on siis, kui kommentaarid on selgelt rämpspostitused või rikuvad postitatud kogukonna juhiseid.

Tunnetage tooni

Kasutage õiget hääletooni, mis on kohandatud iga konkreetse juhtumi jaoks. Kas klient kasutab casual keelt ja slängi? Sellisel juhul võib jäljendamine olla okei. Kas klient tundub pettunud? Parem on kasutada tooni, mis on empaatiline ja rahustav. JetBlue on näide brändist, mis teeb seda väga hästi.

Alati ei pea kõigile vastama

Massiprobleemide või katkestuste korral ei pea igale sõnumile vastama, kuna see oleks äärmiselt aeganõudev ja ebaefektiivne. Kui üks probleem mõjutab paljusid kliente, on mõttekas pakkuda ainult avalikke olekuvärskendusi, mis jõuavad kõigini.

Teadke millal minna ‘võrguväliseks’

Iga vestlus sotsiaalmeedias ei pea olema avalik. Privaatsõnumile üleminek toimib kõige paremini siis, kui vajate kliendi isikuandmeid (e-post, tellimuse number jne), probleemi põhjalikku selgitust, mis teda abistaks või kui vestlus läheb pingeliseks.

Sotsiaalmeedia klienditeeninduse vastuse mallide näited

Infopäringutele vastamine


“@name, thanks for reaching out. We have many different plans, so please email our billing team at (email address) and our agents will be happy to help you with any pricing information you need and will advise on the best plan for your business.”

“@name, we’ve got your back! Check out this article to get your software up and running: (link). If anything is still unclear, just let us know, we’ll be happy to help.”

“Hello @name, thanks for your interest in our services. If you provide us with your e-mail address, we can send you comprehensive information on our offers and prices.”

“@name, thanks for reaching out. Yes, we offer (services). If you provide us with your e-mail address we will be glad to send you comprehensive information on the terms and conditions of service as well as our prices.”

“Thank you for your inquiry. Today we’re open from 9:00 am to 6:00 pm. We are looking forward to your visit.”

“Our office is closed from the 23rd- 25th of December. Afterwards we are there for you again. Are there any other questions I may help you with?”

Teenusetaotlustele vastamine


“Hello @name, thank you for your inquiry. We will look into your problem and contact you immediately with a resolution. Regards, (Name).”

“@name, I apologize for the delay. We have received your information and we are working to get your order to you as soon as possible. Thank you for your patience.”

“Hi @name, thanks for letting us know about this. Please DM us more details about the issue, so we can take a look into this for you right away.”

“Hey @name, thanks for informing us know about this issue. We’ll make sure this
gets shared with the right people here at (Company). I’ll let you know as soon as it’s fixed. ”

“That’s certainly not what we like to hear, @name. Please DM us your order confirmation number so we can follow-up with you. – (Name)”

“Hey @name, really sorry for the trouble here. I’m going to escalate this to our tech support team to see if we can figure out the issue and get it fixed ASAP! – (Name)”

“@name, my sincerest apologies! I would be happy to look into this for you. Can you please follow us and DM me with your order number? – (Name)”

Positiivsetele kommentaaridele vastamine 

“Hello @name. We are happy you were satisfied with our service. If you’d like you can leave a review [here] and help others with your recommendation. Thanks!”

“Thanks for the shout-out! We’re happy to have you in the (Company) family!”

“Thank you for buying your (product) from us, @name. We look forward to seeing you again soon!”

“We at (company name) know you had many options to choose from, so thank you for choosing us. We sincerely hope you are satisfied with your purchase.”

“@name, we’re happy to know your experience was awesome and we can’t wait to see you again soon!”

“@name, your feedback is incredible; thank you for sharing that with us! It’s wonderful that (product) has made such a difference for you.”

Positiivsetele arvustustele vastamine


“Thank you for your fantastic review, @name. We are thrilled that you loved your experience and look forward to seeing you again.”

“Thank you so much for taking the time to leave us this amazing review, @name. We’re so lucky to have customers like you!”

“@name, your awesome review made our day! Thank you for taking the time to share it with us and the community.”

“We are incredibly grateful that you took the time out to leave us this great review, @name. Thanks for being such a fantastic customer!”

“@name, we are truly happy to know your experience was tremendously delightful. It’s something we’ve worked hard on and we’re pleased our efforts resonated with you.”

“We’re happy you had a fantastic time with us, @name! Thanks for your trust, we’re thankful for amazing customers like you. We hope to see you again soon!”

“@name, it’s always a pleasure seeing you. Thanks so much for your feedback and good vibes. We’re happy that you’re happy, and we’re looking forward to your next visit.
Hurry back!”

“We’re so glad you had a good experience, @name. We work really hard to provide the best service to our guests, so I’m happy to see that reflected on your last visit. I made sure that (employee name) got the recognition she deserved. She was really happy to see your review. – (Name)”

“Hi @name, we are thrilled to have you as part of the (Company) family! Thank you for leaving an amazing review. It means the world to us and to our entire team! We look forward to serving you again soon!”

“Hello @name, thank you for the wonderful review and for taking the time to share your feedback with (Company). Excellent customer service is our priority and we are happy that we met that mark! Customers like you make our job a pleasure.”

Klientide kaebustele vastamine


“Hello @name. We are very sorry that you were not satisfied with our service. Since customer satisfaction is our top priority, we will reach out to you personally to discuss a solution to your problem together. Best, (Name).”

“Oh no! We’re so sorry to hear this but appreciate you letting us know. This is not the norm and we’re happy to help. Please contact our customer care team for assistance at (email).”

“@name, we’re so sorry to hear you were unsatisfied with your purchase. If you’re interested in some return/ exchange options, please give us a call at (number, 8 am – 11 pm, 7 days a week), and we’ll do our best to help.”

“@name, so sorry about that. We always hate it when that happens. Send us a DM with your confirmation code and we’ll send you credit for the non-working (item). ”

“@name, my apologies for the inconvenience! I just reached out to you via Facebook Messenger to discuss it further. Be sure to check your “Message Requests” folder. – (Name)”

Negatiivsetele arvustustele vastamine


“Hi @name. We’re sorry to hear your experience was less than 5-stars. If you’re open to discussing your experience further, please call /email us at (number/ email).”

“@name, sorry about your negative experience. We’re normally known for our exceptional attention to detail, and we regret that we missed the mark.”

“Hi @name, we apologize for your negative experience. We’d like to learn more about your specific situation and make things right. If you wouldn’t mind give us a call at (number), that would be greatly appreciated. We look forward to speaking with you and working towards earning back your business.”

“Hello @name, I’m sorry to hear about your disappointment with us, and I would like to personally assist you with making things right. Let’s get on a call and address this ASAP, we value your business. Please contact us at (phone) when convenient.”

“@name, thank you for bringing this to our attention. We’re sorry to hear of your less than satisfactory experience and hope you will accept our sincerest apologies. Please give us a (call/email) to see how we can make things right.”

Vestluse lõpetamine ja järelkontakti võtmine


“@name, happy to hear you’re back in action. Give us a shout if you need anything else.”

“I’m glad to know your (items) finally came through, @name, thank you for letting us know. I apologize for the painfully slow process it took to get them. We never intended for this to happen.”

“@name, I’m happy that we were able to help you resolve your problem. I’ll be sure to relay your message to (employee name). – (Name)”

“@name, I’m happy you’re pleased with the results and that we were able to sort this out. If there’s anything else we can do to help, please let us know. Best, (Name).”

“Thank you for giving us the opportunity to help out, we’re here if you ever need us again!”

“Hello @name, we haven’t heard back from you. Were you able to get the assistance needed? If you still need help, please provide the details previously requested. Thanks! – (Name)”

Boonus: miks Teie ettevõte ei saa sotsiaalmeedia klienditeenindust ignoreerida

  • 67% tarbijatest kasutavad probleemidele lahenduse otsimiseks sotsiaalmeediavõrke, nagu Twitter ja Facebook, ning peaaegu 70% teatas, et on vähemalt ühel korral kasutanud sotsiaalmeediat klienditeeninduseks. (Social Media Today)
  • 63% tarbijatest eeldab tegelikult, et ettevõtted pakuksid oma sotsiaalmeediakanalite kaudu klienditeenindust ning 90% sotsiaalmeedia kasutajatest on sotsiaalmeediat juba kasutanud suhtlusvahendina brändi või ettevõttega. (Smart Insights).
  • Kui tarbijad võtavad sotsiaalmeedias mõne kaubamärgiag ühendust, eeldab neist 40%, et kaubamärgid reageerivad esimese tunni jooksul, samas kui 79% ootavad vastust esimese 24 tunni jooksul. (Sprout Social)
  • 71% tarbijatest, kellel on sotsiaalmeedias mõne kaubamärgiga positiivne kogemus olnud, soovitavad seda brändi tõenäoliselt oma sõpradele ja perele. (Ambassador)
  • Ühele kolmandikule kõigist klientide kaebustest ei vastata kunagi, enamik neist on pärit sotsiaalmeediast. Kaebusele vastamine suurendab klientide huvi 25%, kaebusele vastamata jätmine aga vähendab klientide huvi 50%. (Convince & Convert)
  • 77% Twitteri kasutajatest tunnevad end brändi suhtes positiivsemalt, kui nende säutsule on vastatud. Twitterit klienditeeninduseks kasutavad ettevõtted näevad klientide rahulolu 19% tõusu. (Brandwatch)

Sotsiaalmeedia klienditeenindus – korduma kippuvad küsimused

Milline on parim viis sotsiaalmeedia klienditeeninduse haldamiseks?

Parim viis sotsiaalmeedia klienditeeninduse haldamiseks on ühendada see oma klienditoe tarkvaraga. Tänu sellele saavad Teie agendid ühest liidesest efektiivselt ja tõhusalt käsitleda igasuguseid päringuid.

Kuidas käsitleda negatiivseid kommentaare sotsiaalmeedias?

Klientide negatiivsed kommentaarid võivad mõjutada Teie ettevõtte edu. Kui olete ettevõtte esindaja, peaksite tegelema sotsiaalmeedia negatiivsete kommentaaridega, tunnustades kaebust, pakkudes lahendust ja mitte kunagi võtma asju isiklikult.

Mis on klienditeenindus?

Klienditeenindus on teenuste osutamine klientidele enne toote müüki, selle ajal või pärast seda. Teisest küljest võib see olla ka osakond ettevõtte sees, mis selle eest vastutab.

{ “@context”: “https://schema.org”, “@type”: “FAQPage”, “mainEntity”: [{ “@type”: “Question”, “name”: “Milline on parim viis sotsiaalmeedia klienditeeninduse haldamiseks?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “Parim viis sotsiaalmeedia klienditeeninduse haldamiseks on ühendada see oma klienditoe tarkvaraga. Tänu sellele saavad Teie agendid ühest liidesest efektiivselt ja tõhusalt käsitleda igasuguseid päringuid.” } }, { “@type”: “Question”, “name”: “Kuidas käsitleda negatiivseid kommentaare sotsiaalmeedias?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “Klientide negatiivsed kommentaarid võivad mõjutada Teie ettevõtte edu. Kui olete ettevõtte esindaja, peaksite tegelema sotsiaalmeedia negatiivsete kommentaaridega, tunnustades kaebust, pakkudes lahendust ja mitte kunagi võtma asju isiklikult.” } }, { “@type”: “Question”, “name”: “Mis on klienditeenindus?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “Klienditeenindus on teenuste osutamine klientidele enne toote müüki, selle ajal või pärast seda. Teisest küljest võib see olla ka osakond ettevõtte sees, mis selle eest vastutab.” } }] }

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