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客户服务后续邮件模板

不论您身处哪个行业，客户服务都是成功的关键。不过，优秀的客户服务和支持不只是回答顾客的疑问或解决他们的问题。您还需要确保顾客对解决方案感到满意，所以后续服务很关键。但是，对很多企业来说，客户服务在顾客的需求得到满足之后就停止了。即使后续服务是非常简单的工作，通常也会被忽略。实际上，根据最新的SuperOffice 客户服务标准报告：

  • 62%的企业不回复顾客邮件。
  • 90%的企业不告知顾客邮件已收到。
  • 97%的企业不给顾客发送后续邮件，询问顾客是否对服务感到满意。
来自Bria的客户服务后续邮件
来自Bria的客户服务后续邮件

客户服务后续邮件模板

客户后续邮件对顾客的使用体验能产生关键性的影响。这一点小企业通常能做得很好，但大企业一般会忽视。客户服务结束之后发送后续邮件有以下好处：

  • 让顾客知道您关注他们的使用感受，以此取悦顾客。
  • 提升整体的顾客服务体验。
  • 主动提出支持让顾客重新参与并进一步与您沟通。
  • 宣传自助服务选项，引导顾客使用有用的资源
  • 根据顾客的反馈获得重要的建议和意见

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10种客户服务后续邮件模板

不管是通知顾客服务请求的最新状态，请求反馈，还是主动提出解决方案，后续邮件都不应该被客户服务团队所忽视。以下是涵盖各种情景的10种客户服务后续邮件模板，供您参考。

问题解决进展后续邮件


Hi [Name],

I wanted to update you about the status of your issue before the weekend.

It is still in progress and is being worked on by our technical support team. We’re prioritizing your request, and I will make sure this issue is resolved over the weekend. You will get notified immediately once it’s done.

You can also track the status of your request any time by logging in to your [Brand] account and clicking on the Requests tab.

Thanks for your patience!

Have a great weekend,
[YOUR SIGNATURE]

主动提供支持后续邮件


Hi [Name],

Hope you’re doing well. I just wanted to check in with you regarding the issue you had the other day with [details of the issue]. Was it resolved? Do you need any additional help? Please let me know – I’d be happy to assist you in any case.

Have a great day,
[YOUR SIGNATURE]

愉快的客服体验结束之后的后续邮件


Hi [Name],

You are most welcome. I’m glad that out of hundreds of customers we send emails to every day, someone appreciates the effort we put into trying to provide the highest quality of customer service.

Customers like you are the reason we strive to do the best at our jobs. Please feel free to reach out again if you have any questions, issues, or concerns – we are just an email away and will always be happy to assist you.

Regards,
[YOUR SIGNATURE]

消极的客服体验结束之后的后续邮件


Hi [Name],

I’m sorry again about the less than stellar experience you had the other day with our customer support team. I just wanted to reach out and let you know that we’ve decided to put our entire customer support team through additional training to ensure situations like that won’t happen again.

In the meantime, if you have any questions, concerns, or feedback, or if there’s anything else we can do to help, please don’t hesitate to let me know.

Thanks,
[YOUR SIGNATURE]

鼓励自助服务后续邮件


Name,

I’m glad we were able to resolve [issue]. By the way, you can read more about managing [your account/ payment options/ settings, etc.] in our Help Center. There’s one article that covers your issue in depth [insert link].

If you have any other questions, or if there’s anything we can do to make your experience with us more enjoyable, please let us know.

Thanks,
[YOUR SIGNATURE]

没有回复之后的后续邮件


Hi [Name],

I’m checking in about your case with us regarding [case topic] one last time. It’s been [number of days] days since we’ve heard from you, so I wanted to reach out and let you know we are going to close this ticket.

Please feel free to reopen this ticket or open a new one if you need any further assistance – we’ll be happy to help.

Thanks again for working with us!
[YOUR SIGNATURE]

客服工单关闭之后的后续邮件


Hi [Name],

Thank you for contacting us about [details of the issue]. Our records show that your issue has been resolved, so your ticket will be automatically closed in 3 days.

If you still need our help or have any more questions, just hit ‘reply’ and we’ll get back to you shortly.

Regards,
[YOUR SIGNATURE]

请求反馈的后续邮件


Hi [Name],

We’re reaching out regarding your recent issue with [details of the issue] that was resolved on [date]. To help us serve you better, we’d love to hear about your experience with our support team.

On a scale of 1 to 5, how easy was it to get your issue resolved?

1 = Extremely difficult
2 = Very difficult
3 = Neither
4 = Very easy
5 = Extremely easy

We appreciate your feedback. And as always, if there’s anything else we can do for you in the future – please don’t hesitate to reach back out again.

Thanks,
[YOUR SIGNATURE]

问卷邀请的后续邮件


Hi [Name],

You recently reached out to us regarding [details of the issue] which was resolved on [date]. We would love to hear about your experience with our customer service.

Can you please take a moment to respond to this quick survey? It’ll take you less than 60 seconds to answer! Thank you so much, your feedback will help us assist you better in the future.

[Link to Survey]

Thanks again,
[YOUR SIGNATURE]

出现整个企业的问题之后的后续邮件


[Name],

As you may already be aware, earlier this week some of our customers have encountered an issue with [product/service/ feature, etc.] Our engineering team was able to resolve it approximately 2 hours after the initial report. We’d like to apologize once again for any inconvenience this may have caused.

To ensure this doesn’t happen again we’re working on multiple improvements to our [product/ service/ feature/ operations, etc.]. In this blog post, we published a full explanation of what went wrong, what we did to recover, and what we’ll do to prevent this from happening in the future: link to a blog post.

Thank you for your patience and understanding. And as always, if you have any questions or come across any issues, please let us know, we’re here to help.

Sincerely,
[YOUR SIGNATURE]

顾客跟踪邮件-常见问题

为什么跟踪对客户服务来说很重要？

当你回应顾客咨询时，应该即时跟进问题解决的进展。这样就能确保问题得到恰当解决。

跟进邮件应该写哪些内容？

当有人咨询问题时，可以发送跟进邮件。这类邮件通常是工作范围以外的，或者是为客户提供额外的产品或服务。顾客在购买产品或服务之后，或者联系过公司之后应该发送跟进邮件。

您如何跟进顾客投诉？

在跟进顾客投诉时，可以询问问题解决的的情况，如果顾客提出要求，可以帮助解决。

今天就试用LiveAgent​

我们提供从大部分热门帮助台解决方案进行迁移的服务。

3000+ 评论 Trustpilot GetApp G2 Crowd

{ “@context”: “https://schema.org”, “@type”: “FAQPage”, “mainEntity”: [{ “@type”: “Question”, “name”: “Why is follow-up important in customer service?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “When you respond to a customer inquiry, you should follow up to check on the status of the problem. With a follow-up, you can ensure that the problem is resolved correctly.” } }, { “@type”: “Question”, “name”: “What should I write in a follow-up email?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “A follow-up email is one sent to someone who has asked you a question (or for whom you have provided some service) asking if there is anything else you can do. This kind of email often expands the scope of work that is offered by your company or offers additional products or services to the customer. A follow-up email should be sent to customers who have made a purchase or had some sort of interaction with your company. ” } }, { “@type”: “Question”, “name”: “How do you follow up on a customer complaint?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “You can follow up on a customer complaint by asking for feedback on how well the issue was resolved and by offering to try to fix the issue if the customer so desires.” } }] }
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