客户服务模板

电子邮件仍然是众多消费者的主要客户服务渠道之一。然而,并不是每个企业都努力提供快速和专业的响应 – 事实上,有些企业根本不会响应。根据SuperOffice的调查发现,62%的公司不会回复客户服务邮件,90%的公司不会通知客户已经收到邮件,而97%的公司不会跟进查看客户对回复是否满意。

虽然手工制作给潜在客户或当前客户的每一封电子邮件几乎是不可能的,但使用涵盖各种场景的客户服务模板对客户服务团队有很大帮助,尤其是那些必须处理大量电子邮件的团队。以模板为起点,您的代理可以在更少的时间和更小的压力下帮助更多的客户,并确保他们提供一致的服务。

客户服务模板
LiveAgent中的电子邮件Ticketing示例

使用客户服务电子邮件模板的好处

  • 节省时间,提高代理效率。在响应客户时使用客户服务模板将通过创建单独的响应来解放他们,优化他们的时间并提高效率。
  • 减少人为错误的数量。 使用现成的,经过试验和测试的客户服务邮件响应模板,您可以消除人为错误,并消除发送错误消息的风险,而这些可能会让客户感到沮丧。
  • 保持公司信息的一致性。 客户服务电子邮件模板确保您的支持团队中的每个人都在一个频道上,而您的品牌之声仍然会存在于每个客户的互动中。

客户服务常用的电子邮件模板

为客户服务创建自己的邮件模板样本库可能是又耗时又有挑战性的。以下是一些经过验证的电子邮件模板,它们基于10种不同的场景,您的支持团队在与客户和潜在客户互动时可以根据需要使用并自定义。

自动回复邮件模板


Hi [NAME],
Thanks for contacting [COMPANY]!
This automatic reply is just to let you know we received your request and we’ll get back to you with a response as quickly as possible. During [business_hours] we usually reply within a couple of hours, evenings and weekends may take us a little bit longer.
While you wait, you are welcome take a look at our Frequently Asked Questions or browse through our Knowledge base where you can find lots of guidance on [PRODUCT].
Or, if your request is urgent, feel free to give us a call at [number] or start a live chat with our support team. We look forward to getting you back in business!
Regards,
[YOUR SIGNATURE]

使用客户邮件模板进行检查


Hi [NAME],
Hope you’re well and enjoying your product. I’m just checking in to see if you have any questions or need any help. We’ve added quite a few features lately and I know it might be difficult to keep track of all our releases.
As a reminder, here’s a [link] to our Knowledge Base where you can find up-to-date information about our product and company at any time.
Feel free to reach me for any questions, I would be more than happy to assist.
Cheers,[YOUR SIGNATURE]

感谢邮件模板


Dear [NAME],
Thank you so much for your positive feedback and leaving a review on [website], you put a big smile on our faces! 🙂
Our team is constantly trying to improve our [product/service] and it’s always rewarding to hear kind words from our customers. We love that you love us, and it’s also great to know our [product/service] has helped you achieve your business goals.
Thanks again for being a fantastic customer!
Cheers,
[YOUR SIGNATURE]

愤怒客户响应邮件模板


Dear [NAME],
I am so sorry to hear that you’ve had such a poor experience that you no longer want to work with us. Satisfying our customers has always been a number one priority for us and I’m sorry we couldn’t meet your requirements.
As much as we hate to see you go, I completely understand how upset you must feel and I fully respect your decision. I apologize once again for any trouble we may have caused you.
Let me know if you have any more questions, comments, or further feedback. And should you change your mind, I’ll be here to help you in any way I can.
Best of luck!
[YOUR SIGNATURE]

快乐客户响应邮件模板


Hi [NAME],
We’re so happy to hear you are pleased with [PRODUCT/ SERVICE]. At [COMPANY], we always strive to deliver the best customer experience, and it makes our day to know we have accomplished that.
We would be grateful if you would leave a review on our Facebook page as your insights could help our prospects learn more about us.
Thanks again and let us know if there’s anything we can do for you in the future!
Sincerely,
[YOUR SIGNATURE]

客户抱怨响应邮件模板


[NAME],
I’m so sorry to learn that you were on hold with our customer service department for almost 30 minutes. I completely understand how frustrating this must have been for you. That should never have happened as we value our customers’ time. I’ve passed this message on to the appropriate service rep.
Our tech support team is prioritizing the issue you’re facing with our software, they are working now to make this right. I will immediately notify you as soon as it’s fixed.
I appreciate you making us aware of your negative experience. We strive to ensure customer satisfaction with every interaction, and I apologize for the inconvenience we have caused you.
Meanwhile, please let me know if there is anything else I can do for you.
Regards,
[YOUR SIGNATURE]

[NAME],
I’m so sorry to learn that you were on hold with our customer service department for almost 30 minutes. I completely understand how frustrating this must have been for you. That should never have happened as we value our customers’ time. I’ve passed this message on to the appropriate service rep.
Our tech support team is prioritizing the issue you’re facing with our software, they are working now to make this right. I will immediately notify you as soon as it’s fixed.
I appreciate you making us aware of your negative experience. We strive to ensure customer satisfaction with every interaction, and I apologize for the inconvenience we have caused you.
Meanwhile, please let me know if there is anything else I can do for you.
Regards,
[YOUR SIGNATURE]

延迟回复邮件模板


Hi [NAME],
Thank you for reaching out to [COMPANY}! Your request was received on [date] with Reference Number: [number].

Sorry we haven’t gotten back to you yet. We are currently experiencing a high volume of support requests and appreciate your patience as we work to provide the highest level of support to each customer. Rest assured, one of our agents will follow up with you as soon as possible.
Regards,
[YOUR SIGNATURE]

跟进邮件模板


Hey [NAME],
Hope you’re doing great. I wanted to check in with you regarding the issue you had the other day with [describing the issue]. Was it resolved successfully?
If there’s anything we can do to make your experience better, just let us know by replying to this message. I’d be happy to assist you in any case and look forward to hearing from you soon.
Have a great day,[YOUR SIGNATURE]

更新提醒邮件模板


Hi [NAME],
We’d like to thank you for using our product for the past year and hope we’ve made a difference for you.
I noticed that your annual subscription is expiring in two weeks, so I wanted to check in with you about next steps. Are you interested in renewing your subscription? If you’re weighing your options, I’d love to chat further with you to help you come to a decision.
Looking forward to hearing from you.
Regards,
[YOUR SIGNATURE]

退款邮件模板


Hi [NAME],
We’ve processed your refund, and you should expect to see the credit appear in your account within 1-3 business days depending on your bank.
I’m sorry to hear you’re not happy with our product, but I completely understand it isn’t for everyone. As any feedback is important to us, could you please give me a little more detail about what exactly you didn’t like?
In the meantime, thank you for your time and for giving us a try. We hope to connect with you again in the near future.
Best,
[YOUR SIGNATURE]

常见问题

您如何提升公司的客户服务?

客户服务行业是世界上发展速度最快的行业之一。在客户服务软件的帮助下,您将能够一次追踪多个对话,并在一天内完成更多的工作。

如何写一封专业的客服邮件?

在响应客户投诉时,确保处理手头的问题并使用客户的名字。为了恰当地进行回复,您应该在友好礼貌的同时使用专业的语气。

为什么您要专注于良好的客户服务?

良好的客户服务是经营一家成功企业的重要组成部分。它可以提高您公司的声誉,并有助于留住您的客户。

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