请求反馈电子邮件模板是在数字时代中与顾客沟通的基本有效方式,帮助提升销量、增加销售机会、提高顾客忠诚度,本文提供了样例模板和常见问题解答。
在当今的数字时代,您必须视顾客如合作伙伴。不要花费过多时间闲聊,倾听您的客户。您的现有和潜在顾客能够为您提供大量信息,帮助您提升销量、创造更多高质量的销售机会并提高顾客忠诚度。
为做到这一点,您可以使用最基本有效的沟通渠道——例如电子邮件。
您或许回想,“我们的电子邮件营销工作已经做得很不错了。”您说得或许没错,但是总有提高的空间。为何不使用电子邮件增强您与联系人的关系呢?这样他们会更加忠诚、更加活跃。有一种类型的邮件称为反馈请求电子邮件,它可以帮助您与潜在顾客和现有顾客沟通并建立有意义的关系。
反馈请求电子邮件是一种简单且具有创意的方法,帮助您与顾客沟通并获得反馈,借此完善您的营销消息和产品。
在详细说明前,我们需要了解为何从顾客那里收集反馈如此重要。长期以来,企业没有花费时间和资源了解自己的顾客。
这是一个错误,因为询问顾客意见能够帮助您更加了解顾客,顾客就是愿意购买您的产品的人。举例来说,了解顾客的意见包括了解他们的需求以及如何满足这些需求。
因此需求反馈的主要木比就是获得有价值的一手信息,这些信息将帮助您提升并发展您的企业、产品或服务。
通过询问现有客户的反馈,您可以了解他们是否满意、哪些方面需要提高以及他们的哪些需求还未得到满足。
分析所有这些信息并得出正确的结论能够帮助您:
那么应当如何获得顾客反馈呢?通过利用老方法:电子邮件。
I wanted to reach out to let you know that working with you on [project] has been a pleasure!
I was wondering if you’d be willing to share your thoughts on our recent project so we can get to know your opinion and act upon it.
If you want to help us improve our [product/service], follow this link [link to a feedback form] and share a few words about our project and your experience working with us.
Again, it’s been a pleasure working for you and your team.
Best,
[name & company]
Hey [name],
How would you rate the support you received from our customer service team?
Good, I’m satisfied
Bad, I’m unsatisfied
Here’s a reminder of what your ticket was about:
[ insert ticket]
We hope we did a good job!
Best,
[name & company]
We are constantly striving to improve, and we’d love to hear from you about the following [company] products:
Rate your [purchased product no. 1]
[a scale from 1 to 5]
Rate your [purchased product no. 2]
[a scale from 1 to 5]
Your feedback helps us improve and reach more great customers like you.
Always yours,
[company] team
Thanks for your time on [date], it was great working with you, and I’m glad we could complete your project.
When we complete projects with outstanding customers, we like to finish up by asking for their opinions and suggestions about how we, [company], can improve.
If you have a few minutes, we’d love to get feedback on your experience.
Follow this link to access the feedback form [link to a feedback form].
In the meantime, please reach out if you have any questions.
Best wishes,
[name & company]
Now that you’ve had a chance to try [product/service], we’d love to know what you think about it.
Follow this link to record some video feedback [link], or simply write a review.
Tell us about the features you enjoyed, how you use [product/service], and anything else that comes to mind!
We appreciate your help.
As always, feel free to reach out if you have any questions.
Best,
[name & company]
在问问题前,请先说明询问反馈对于为产品或服务增值有多么重要。请告诉您的顾客,您希望了解他们的体验,这样可以帮助您在未来不断提升服务质量。
提前表达感谢,让您的客户知道您理解他们的时间十分宝贵,因此您十分感激他们提供反馈。
这个问题的答案能够帮助您辨别您所做的哪些事情是“好的”。
这一点十分关键。因为这是询问顾客他们不喜欢购物/服务体验的哪些方面。
重点关注顾客的回答。如果您不针对建议作出改变,那么下一次遇到类似情况时您就没有任何理由辩解。
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这完全取决于产品或服务的特点。不过还是不要等太长时间,因为您的顾客或许会忘记他们的体验(除非体验特别差)。在购买后5天内发送反馈请求邮件是个不错的选择。
您应当关注所有顾客的体验,不要忽视对产品或服务表示不满的顾客。您还应当详细分析所有负面反馈并根据这些反馈做出改变,改善您的产品和服务。
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