Ticketing模板

虽然客户支持代理通常需要回复各式各样的问询 – 但是幸运的是,他们不必为常见问题、支持请求或问题重新设计环节。相反的是他们可以利用现成的模板来减少响应时间,并提供一致的客户服务体验。实际上,预设回复,预定义回复和模板是任何支持ticketing软件都有的一些最关键的功能。它们能给代理更多的时间和更少的压力,帮助他们简化工作流程,加快客户支持的进程。简而言之,预设消息和模板可以:

  • 帮助代理更快地提供适当且准确的响应。
  • 为您的支持团队节省大量的时间和经历
  • 增强代理信心、效率和生产力
  • 缩短新代理培训时间
  • 确保在与客户的沟通中传递一致的品牌信息
  • 提高服务质量,提升客户满意度
LiveAgent Ticket模板示例
预设回复

在您的支持Ticketing系统中使用预设回复和模板的最佳实践

  • 让整个组织参与模板的创建和评估过程,从不同部门的多个专业人员那里获得建设性的反馈。
  • 确保每个回复模板在上线之前都经过仔细检查,没有错误,也没有拼写或语法问题。
  • 不要使用乏味的、机械的和极其正式的语言 – 要为您的手中找到合适的风格和语气。
  • 尝试并测试各种回复模板,以找到最合适您的组织的回复模板
  • 38%的消费者认为刻板固定且不带个人感情的回答很令人沮丧 – 只要有可能,就使用个性化模板,并根据每个客户和他们的具体情况调整答案。
  • 不要仅仅为了提高支持速度而使用固定的回复和模板 – 要发送100%相关且符合客户要求的消息。
  • 定期修改您的预设消息和模板,以确保它们都能与时俱进,跟上组织的发展和不断变化的客户需求。
预设信息
预设消息示例

12个常见的Ticketing回复模板示例

通过一组现有的消息,您可以实现个性化的方法,同时还可以减少从头创建每个回复的负担。然而,创建一个高效的预设消息和模板库需要花费时间和精力。下面是一些基于12种常见的情景的基本的支持Ticketing模板。将它们视为一个起点,并根据您的客户基础进行调整。

确认Ticket被接收


Hi [NAME],

Thank you for reaching out. This is just a quick note to inform you that we received your message and have already started working on resolving your issue [Ticket ID: (Number) dated (Date)].

If you have any further questions or concerns, please let us know. We are available round-the-clock and always happy to help. Thanks for being a loyal [COMPANY] customer.

Take care,
[YOUR SIGNATURE]

Ticket进展更新模板 # 1 (我们正在处理您的事项)


Hi [NAME],

I wanted to update you before the weekend about the status of your [Issue, Ticket ID]. It is currently in progress and is being worked on by our tech support team. We’re prioritizing your request, and I will make sure this issue is resolved as soon as possible.

As a rough estimate, it should be fixed on [ETA]. We’ll keep you updated.

Thanks for your patience!
[YOUR SIGNATURE]

Ticket进展更新模板 # 2 (我们没有忘记您)


Hi [NAME],

It’s been a while since our last update, but we wanted to reassure you we haven’t forgotten about your issue. It’s been a bit more challenging than the average case but our team of tech gurus is committed to resolving it as soon as possible.

Meanwhile, we will keep you posted on any further updates. Thank you for your patience while we work through this.

Regards,
[YOUR SIGNATURE]

向客户问询更多的信息


Hi [NAME],

Thank you for submitting your ticket [Ticket ID] on [Date]. Could you please give us a little more context? When did this issue begin? Has it been occurring consistently, or does it happen on and off? Have you tried any solutions on your own?

These questions will help us find a more personalized solution to your problem.

Looking forward to hearing from you,
[YOUR SIGNATURE]

通知客户问题已解决


Hi [NAME],

[AGENT NAME] from [COMPANY] here. Hope you’re doing well!

You’ve reported a problem with [Issue] on [Date]. As promised, I’m circling back to tell you that it has been successfully resolved.

The problem turned out to be more complex than we thought, so it took a little bit longer to get it fixed. But everything should be fine now. Could you confirm that everything is working?

If you have any more questions or come across any other issues, let me know, I’ll be happy to help.

Have a great day,
[YOUR SIGNATURE]

Ticket 关闭模板


Hi [NAME],

Your [Issue, Ticket ID] has been resolved. Thanks for your patience and time, and we hope our customer support was satisfactory.

If there is anything else we can do for you, please don’t hesitate to reply to this email or call us at (number).

Best,
[YOUR SIGNATURE]

因缺少回复,Ticket关闭


Hi [NAME],

I’m reaching out about your case with us regarding [Case topic]. It’s been [Number] days since we’ve heard from you, so I wanted to let you know that we are going to close this ticket.

You can always reopen it or raise a new ticket if you need any further assistance. Thanks for working with us!

Regards,
[YOUR SIGNATURE]

在解决问题时承认错误


Hi [NAME],

We’re reaching out with an unfortunate update on your request [Ticket ID] dated [Date]. We admit that there was an error on our part, and we’re really sorry about it. The fact that we (explanation of what was done wrong).

We understand that this is an inconvenience, but we’re currently doing our best to sort this out. We are once again extremely sorry for this incident. I will personally inform you of any further updates.

Thank you for your patience and understanding,
[YOUR SIGNATURE]

为整个公司的问题道歉


Hi [NAME],

Thank you for reaching out. Unfortunately, we are experiencing technical issues at the moment. Our tech support team is already on it and the service should be up and running in [ETA].

We’ll let you know as soon as we’re back. Our sincere apologies for the inconvenience this may have caused you. Thanks for being patient while we sort this out.

Regards,
[YOUR SIGNATURE]

对错误报告作出响应


Hi [NAME],

Thank you for reporting [bug]. There seems to be a glitch in the application. We’ve logged this in our bug tracker, please expect a new version with the fix shortly. Our sincere apologies for any inconvenience this may have caused you.

We appreciate your patience,
[YOUR SIGNATURE]

跟进模板


Hi [NAME],

You have recently contacted us regarding [Issue], which was [Resolved/Closed]. We’re reaching out to make sure that there have been no related issues since. In case you have any updates, please let us know. We’ll be happy to assist you further.

Thanks,
[YOUR SIGNATURE]

客户服务跟进


Hi [NAME],
You’ve recently contacted us about [Issue], which was resolved on [Date]. We would love to hear what you think of our customer service. Please take a moment to review our service by clicking either link below:

Good, I’m satisfied
Bad, I’m unsatisfied

Your feedback is appreciated and will help us improve!

Sincerely,
[YOUR SIGNATURE]

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Frequently asked questions

我应该在一个Ticketing系统中追求什么?

在为您的企业选择Ticketing系统时,您应该考虑以下功能: 自动Ticket分配, 表现报告, SLAs, 客户门户, 游戏化, 和 集成

为什么我要使用Ticketing模板?

Ticketing模板可以让您更快地响应Ticket。此外,它还能帮助您的代理保持专业度。

什么是帮助台Ticket?

服务台Ticket是请求帮助的记录。请求可以是问题,问题描述或信息请求的形式。

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