帮助台模板

一项调查发现,69% 的消费者判断客户体验的质量是基于他们的问询或帮助请求是否得到了快速解决。然而,在与客户互动时,一次又一次地手动输入相同的回复可能非常低效且耗时,即便对于最熟练的客户支持代理来说也是如此。这就是预设消息能派上用场之地。实际上,预设回复(宏)、预定义回答和现成的模板是帮助台最必须的功能之一,它们使支持代理能够提高效率和表现,加快客户支持的进程并提高客户满意度。

帮助台模板
将我们的帮助台模板保存为预设消息,并在任何需要的时候进行使用

为什么使用帮助台回复模板?

  • 帮助代理在处理常见的请求时节省时间和精力,让他们能专注于处理优先级更高的问询,确保能减少错误并提高代理的效率;
  • 帮助在Ticket解决速度和品牌发声上保持一致性,从而影响客户支持和客户服务体验的整体质量;
  • 帮助代理更容易地处理困难的沟通 – 比如告诉客户您不会创建他们想要的功能,或者拒绝退款的请求;
  • 由于预设消息和模板都不是自动回复的,代理可以很容易地对它们实现自定义化,并且在发送之前加入个性化的处理,以此来提高客户满意度。

10个帮助台回复模板示例

以下是帮助台对一些常见问题和支持问询进行回复的10个示例,您的代理可以进行自定义和个性化处理,并在日常交互中使用。

确认收到支持请求


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]

响应信息请求


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]

密码重置请求


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]

客户请求的功能在您的产品路线图上


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]

客户请求的功能不在您的计划之中


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]

客户请求的功能已被移除


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]

接受退款请求


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]

拒绝退款请求


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]

隐私政策关注


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]

取消订阅请求


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]

帮助台模板 – 常见问题

什么是电子邮件模板?

电子邮件模板是您在与客户的邮件沟通中可以重复使用的消息。模板通常用于表达的一致性以及节省时间。

您能够在帮助台软件中创建模板吗?

是的没错。LiveAgent是一个帮助台软件,允许您为代理和客户创建模板以节省时间。如果您想了解更多信息,请查看电子邮件模板功能

什么是帮助台?

帮助台是组织中为客户和用户提供支持的部门。

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