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社交媒体客户服务模板

社交媒体客户服务是重复性的—同样的问题和请求一遍又一遍地出现。每次都输入同样的回复是一件累人的、耗时的、令人抓狂的日常工作,而使用预定义的回复可以避免发生这样的情况。下面是一些实用的技巧和现成的社交媒体服务模板,您可以调整和自定义化,并在您的客户转向社交媒体寻求客户支持时使用它们。

回复社交媒体提及和评论的最佳实践

不要忽视客户的抱怨

近70%的客户在社交媒体上的抱怨都被忽略了。利用社交媒体监管工具,让您更容易地追踪所有品牌的提及、评论和信息,只等它们的出现。

立刻恢复(在社交媒体支持中,速度很重要)

由于社交媒体被视为一个“永远在线”的平台,消费者自然而然地希望品牌能尽快做出反应。根据The Social Habit的一项研究,42%的消费者希望在60分钟内就能在社交媒体上得到回复,32%则希望在30分钟内就得到回复。

社交媒体客户服务模板
直接从LiveAgent回复社交媒体上的问询

不要删除(或隐藏)负面评论

为了保持您的虚假的形象而删除负面评论只会让抱怨者们更加沮丧,并破坏你和他们的关系。唯一的例外就是评论者明显是水军或者违反了社区的发布规则。

察言观色

使用正确的语气,以匹配每种特定的情况。客户是否会使用随意的语气和俚语?您也可以学学他们。客户是否听起来很沮丧?那您最好使用同情和安慰的语气。JetBlue 就是在这个方面做得很好的品牌。

您不需要总是回复每一个人

在出现大量的问题或宕机时,没有必要回复每一条消息,因为这将非常耗时且无效。当许多客户都受到单个问题的影响时,只提供面向所有人的公开状态更新是更有意义的。

知道什么时候“下线”

并不是所有社交媒体上的对话都是公开的。当您需要的客户的个人信息(电子邮件、订单等)或者当谈话变得紧张时,切换到私人谈话模式最有效,且对问题的详细解释可以帮助到他们。

社交媒体客户服务回复模板示例

回应消息请求


“@name, thanks for reaching out. We have many different plans, so please email our billing team at (email address) and our agents will be happy to help you with any pricing information you need and will advise on the best plan for your business.”

“@name, we’ve got your back! Check out this article to get your software up and running: (link). If anything is still unclear, just let us know, we’ll be happy to help.”

“Hello @name, thanks for your interest in our services. If you provide us with your e-mail address, we can send you comprehensive information on our offers and prices.”

“@name, thanks for reaching out. Yes, we offer (services). If you provide us with your e-mail address we will be glad to send you comprehensive information on the terms and conditions of service as well as our prices.”

“Thank you for your inquiry. Today we’re open from 9:00 am to 6:00 pm. We are looking forward to your visit.”

“Our office is closed from the 23rd- 25th of December. Afterwards we are there for you again. Are there any other questions I may help you with?”

回应服务请求


“Hello @name, thank you for your inquiry. We will look into your problem and contact you immediately with a resolution. Regards, (Name).”

“@name, I apologize for the delay. We have received your information and we are working to get your order to you as soon as possible. Thank you for your patience.”

“Hi @name, thanks for letting us know about this. Please DM us more details about the issue, so we can take a look into this for you right away.”

“Hey @name, thanks for informing us know about this issue. We’ll make sure this
gets shared with the right people here at (Company). I’ll let you know as soon as it’s fixed. ”

“That’s certainly not what we like to hear, @name. Please DM us your order confirmation number so we can follow-up with you. – (Name)”

“Hey @name, really sorry for the trouble here. I’m going to escalate this to our tech support team to see if we can figure out the issue and get it fixed ASAP! – (Name)”

“@name, my sincerest apologies! I would be happy to look into this for you. Can you please follow us and DM me with your order number? – (Name)”

回应正面评论

“Hello @name. We are happy you were satisfied with our service. If you’d like you can leave a review [here] and help others with your recommendation. Thanks!”

“Thanks for the shout-out! We’re happy to have you in the (Company) family!”

“Thank you for buying your (product) from us, @name. We look forward to seeing you again soon!”

“We at (company name) know you had many options to choose from, so thank you for choosing us. We sincerely hope you are satisfied with your purchase.”

“@name, we’re happy to know your experience was awesome and we can’t wait to see you again soon!”

“@name, your feedback is incredible; thank you for sharing that with us! It’s wonderful that (product) has made such a difference for you.”

回应正面评价


“Thank you for your fantastic review, @name. We are thrilled that you loved your experience and look forward to seeing you again.”

“Thank you so much for taking the time to leave us this amazing review, @name. We’re so lucky to have customers like you!”

“@name, your awesome review made our day! Thank you for taking the time to share it with us and the community.”

“We are incredibly grateful that you took the time out to leave us this great review, @name. Thanks for being such a fantastic customer!”

“@name, we are truly happy to know your experience was tremendously delightful. It’s something we’ve worked hard on and we’re pleased our efforts resonated with you.”

“We’re happy you had a fantastic time with us, @name! Thanks for your trust, we’re thankful for amazing customers like you. We hope to see you again soon!”

“@name, it’s always a pleasure seeing you. Thanks so much for your feedback and good vibes. We’re happy that you’re happy, and we’re looking forward to your next visit.
Hurry back!”

“We’re so glad you had a good experience, @name. We work really hard to provide the best service to our guests, so I’m happy to see that reflected on your last visit. I made sure that (employee name) got the recognition she deserved. She was really happy to see your review. – (Name)”

“Hi @name, we are thrilled to have you as part of the (Company) family! Thank you for leaving an amazing review. It means the world to us and to our entire team! We look forward to serving you again soon!”

“Hello @name, thank you for the wonderful review and for taking the time to share your feedback with (Company). Excellent customer service is our priority and we are happy that we met that mark! Customers like you make our job a pleasure.”

回应客户抱怨


“Hello @name. We are very sorry that you were not satisfied with our service. Since customer satisfaction is our top priority, we will reach out to you personally to discuss a solution to your problem together. Best, (Name).”

“Oh no! We’re so sorry to hear this but appreciate you letting us know. This is not the norm and we’re happy to help. Please contact our customer care team for assistance at (email).”

“@name, we’re so sorry to hear you were unsatisfied with your purchase. If you’re interested in some return/ exchange options, please give us a call at (number, 8 am – 11 pm, 7 days a week), and we’ll do our best to help.”

“@name, so sorry about that. We always hate it when that happens. Send us a DM with your confirmation code and we’ll send you credit for the non-working (item). ”

“@name, my apologies for the inconvenience! I just reached out to you via Facebook Messenger to discuss it further. Be sure to check your “Message Requests” folder. – (Name)”

回应负面评价


“Hi @name. We’re sorry to hear your experience was less than 5-stars. If you’re open to discussing your experience further, please call /email us at (number/ email).”

“@name, sorry about your negative experience. We’re normally known for our exceptional attention to detail, and we regret that we missed the mark.”

“Hi @name, we apologize for your negative experience. We’d like to learn more about your specific situation and make things right. If you wouldn’t mind give us a call at (number), that would be greatly appreciated. We look forward to speaking with you and working towards earning back your business.”

“Hello @name, I’m sorry to hear about your disappointment with us, and I would like to personally assist you with making things right. Let’s get on a call and address this ASAP, we value your business. Please contact us at (phone) when convenient.”

“@name, thank you for bringing this to our attention. We’re sorry to hear of your less than satisfactory experience and hope you will accept our sincerest apologies. Please give us a (call/email) to see how we can make things right.”

结束谈话并跟进


“@name, happy to hear you’re back in action. Give us a shout if you need anything else.”

“I’m glad to know your (items) finally came through, @name, thank you for letting us know. I apologize for the painfully slow process it took to get them. We never intended for this to happen.”

“@name, I’m happy that we were able to help you resolve your problem. I’ll be sure to relay your message to (employee name). – (Name)”

“@name, I’m happy you’re pleased with the results and that we were able to sort this out. If there’s anything else we can do to help, please let us know. Best, (Name).”

“Thank you for giving us the opportunity to help out, we’re here if you ever need us again!”

“Hello @name, we haven’t heard back from you. Were you able to get the assistance needed? If you still need help, please provide the details previously requested. Thanks! – (Name)”

好处:为什么您的企业不能忽视社交媒体客户服务

  • 67%的消费者使用Twitter和Facebook等社交媒体网络寻求解决问题的方法,近70%的消费者表示,他们至少使用过一次社交媒体进行客户服务。(Social Media Today

  • 63%的消费者实际上希望公司通过他们的社交媒体渠道来提供客户支持,90%的社交媒体用户已经使用社交媒体作为品牌或企业沟通的一种方式。(Smart Insights

  • 当消费者在社交媒体上接触某个品牌时,40%的人希望品牌在第一个小时内做出回应,79%的人希望品牌在24小时内做出回应。(Sprout Social

  • 在社交媒体上对某个品牌有着积极体验的消费者中,有71%的人可能会将品牌推荐给他们的朋友和家人。(Ambassador)
  • 三分之一的客户抱怨都没有得到回应,其中大多数还是在社交媒体上。回复客户的抱怨会提高25%的客户支持度,而不回复客户的抱怨则会减少50%的客户支持度。(Convince & Convert

  • 77%的推特用户在他们的推文被回复后,会对一个品牌更加积极。使用Twitter进行客户服务的公司客户满意度提高了19%。(Brandwatch

社交媒体客户服务-常见问题

管理社交媒体客户服务的最佳方法是什么?

管理社交媒体客户服务的最佳方法是将其与您的帮助台软件连接起来。因此,您的代理将能够有效且高效地从一个界面处理各式各样的问询。

该如何处理社交媒体上的负面评论?

来自客户的负面评论会影响您事业的成功。如果您是一名公司代表,在处理负面评论时,您应该认可客户的抱怨,提供解决方案,不要把事情个人化处理。

什么是客户关怀?

客户关怀是指在产品销售之前、期间或之后向客户提供的服务。另一方面,它也可以是指一个公司内部负责这个事项的部门。

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