功能请求响应邮件模板

如果您从事的是SaaS业务，那么您随时都可能收到客户的功能请求。功能请求是客户发来询问产品或服务中不包含的功能的消息。接收到功能请求不应该视作是负面反馈。事实上，这意味着您的客户足够关心您，愿意分享他们的想法，他们认为您可以改善您的产品或服务。

然而，其中许多的请求并不总是与您的公司愿景一致的，或者这些请求对大多数客户来说没有意义。不管您是否想要实现客户所请求的功能，您仍然需要以专业的方式来回应客户，并确保您的信息能给客户留下积极的影响。以下是一些响应客户功能请求的最佳做法，包括那些不适合您的产品路线图的，或者可能实现但在不久的将来并不会落实的。

如何响应客户的功能请求

感谢客户花时间与您交流，并与您分享他们的反馈。
如果您不打算在不久的将来开发客户所请求的功能，请坦诚地承认这些功能不会出现在您当前的产品路线图中。
如果您已经在制作一个被请求的功能了，请避免给出一个确切的ETA，因为如果您不能按时交付，可能会很难去管理客户的期望。
如果您正在考虑实现所请求功能的可能性，也请让客户知道您将在功能被建立时回复他们。
如果客户询问的某个功能被删除了，坦诚地向客户解释为什么这样做，以帮助他们去理解您的决定。
如果可能的话，可以提供一个变通的方案（提供类似的功能，但又不尽相同）或替代解决方案（比如另一款与您的产品/服务相结合的应用程序）。
如果客户有其他的问题或反馈，邀请他们再次联系我们。

7个功能请求响应邮件模板

管理功能请求非常具有挑战性。虽然不是一个完美的方式来回答所有客户的功能请求，因为它很大程度上需要联系到具体的情况，这里有7个功能请求响应邮件模板，可以帮助您打造一个有效的响应方式，同时保证您的客户仍然满意与您的回复，即使您拒绝了他们的请求。

对功能请求说“不”

邮件模板 #1


Hi [Name],

Thank you for contacting us. You’re asking a great question. I can definitely see how this feature could be beneficial, but unfortunately, it’s not something that we can offer right now.

Could you please explain what you were hoping to achieve with this feature (in the event that [Product] did support that feature)? If you do let me know, I can possibly recommend a workaround or alternative solution.

I’m sorry that we can’t offer you this exact feature, but please tell me if there’s anything else that I can help with.

Regards,
[YOUR SIGNATURE]

邮件模板 #2


Hi [Name],

Thank you so much for emailing me about this. Right now, we do not have this feature available. I can certainly understand how that might be frustrating for you, especially given the scenario you described. 

That being said, we aren’t planning on building this into our feature set at this point in time since it doesn’t fit into our current product roadmap.  I’m going to pass along your thoughts and needs to our product development team, and I will let you know if this becomes something that we might build in the future. 

Thanks again for contacting me. Please don’t hesitate to reach out if you have any other ideas.

Best,
[YOUR SIGNATURE]

对功能请求说“是”

邮件模板 #3


Hi [Name],

Thank you for taking the time to contact us. There’s no way to do that at the moment, but the good news is that we have already started working on that feature, and it will be available in one of our upcoming releases.

I’m going to make sure that we reach out to you as soon as this feature goes live. Is this the best email to send that notification to?

In the meantime, I recommend [alternative solution]. If you have any other questions or feedback – please don’t hesitate to let us know.

Cheers,
[YOUR SIGNATURE]

邮件模板 #4


Hi [Name],

Thanks so much for reaching out about this and sharing your perspective. While we currently don’t offer this feature, we are planning on offering something similar to it in the near future. I can’t give you the exact timeline of when it will be ready, but I can tell you that it’s already in the works and we’ll have it released within the next few months.

I just added you to the follow-up list, so as soon as we do have news regarding this feature, we’ll be sure to reach out. Feel free to let us know if you have any other questions or feedback.

Best,
[YOUR SIGNATURE]

对功能请求说“可能”

邮件模板 #5


Hi [Name],

Thank you so much for reaching out – that is a great suggestion and I appreciate you explaining how it would help you out. We have had other customers asking about this feature as well. While we’re actively looking into the possibility of developing it – it isn’t on our product roadmap for the next few months.

That said, I have added you to the follow-up list, so you can be sure you’ll be the first to know if and when anything changes on the status of this feature.

Though we can’t offer exactly what you’re after, I do have a suggestion that might get you most of what you need: [different features with a similar functionality].

Please, let me know if you have other questions, concerns, or feedback.

Have a great day,
[YOUR SIGNATURE]

邮件模板 #6


Hi [Name],

Thank you for using [Product/ Service] and moreover, for caring enough to send us your suggestion. We genuinely appreciate it. 

There is no way to do what you’re asking for at the moment, unfortunately. While we don’t have plans to build anything like that in the nearest future, I can definitely understand why this would be a handy feature for you and other users.

I’m going to pass along your request to our product development team so that they can consider this moving forward and weigh it against our current product roadmap. In the meantime, I’ll be sure to reach out to you if anything changes about this or we start to work on it.

Thanks again for writing in and I’m sorry that I didn’t have better immediate news for you.

Regards,
[YOUR SIGNATURE]

功能被删除时的回复

邮件模板 #7


Hi [Name],

Thank you for writing in and sharing your specific case. I understand how frustrating it must be to lose a feature that you’ve come to rely on, however, it’s not something we plan to replace. Let me give you a bit more context on why we made that change and how it will hopefully benefit you and other customers in the long run.

In short, 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 people.

That being said, by deciding to drop it, we’ve been able to allocate those resources into building [features X and Y], that have been long-awaited by many users – and you’ll see them rolling out much sooner than we originally planned.

I realize that it doesn’t solve your immediate issue, though. Some of our customers have found that [alternative feature] is a good substitute for that functionality. I hope that helps to some extent.

Thanks once again for taking the time to reach out. If you have any other questions, feedback, or concerns, please let me know.

Best,
[YOUR SIGNATURE]

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