Ito ay tungkol sa mga halimbawa ng email templates para sa follow-up customer service, kung paano ito makatutulong sa customer satisfaction at kung bakit mahalaga ito sa bawat business.
Ang customer service ay isang kritikal na bahagi ng anumang matagumpay na business kahit saanmang industriya. Pero ang napakahusay na customer service at support ay di lang tungkol sa pagsagot ng tanong ng customer o pag-aayos ng kanilang mga isyu at pagkatapos ay move on na. Kailangan ninyong siguraduhin na mananatiling kuntento ang customer at masaya sila sa naganap na resolution, kaya ang palagiang pag-follow up ay mahalaga. Pero para sa maraming kompanya, tapos na agad ang customer service kapag natapos na ang customer request. Kahit na napakasimpleng gawin ang pag-follow up, lagi itong nakakaligtaan. Sa katunayan, ayon sa pinakabagong SuperOffice Customer Service Benchmark Report:
Maaaring magkaroon ng malaking epekto ang customer follow up emails sa customer experience. Mas madalas itong maintindihan ng mga maliliit na business kaya pinapakinabangan nila ito, di tulad ng mga malalaking organisasyon. Ang puwedeng maging epekto ng pagpapadala ng follow up emails pagkatapos ng customer service interaction ay ang sumusunod:
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Kung pag-update man ng customers sa status ng kanilang request, paghingi ng feedback, o pag-offer ng proactive na tulong matapos ang resolution, hindi dapat balewalain ang pag-follow up ng inyong customer service team. Narito ang 10 customer service follow up email templates na tumutukoy sa iba’t ibang bahagi ng proseso ng pag-follow up sa customer – gamitin ito bilang gabay sa pagsusulat ng sarili ninyong follow up messages.
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,
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,
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.
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.
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.
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!
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.
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.
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]
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.
Kapag tumugon kayo sa isang customer inquiry, kailangan ninyong mag-follow up para ma-check ang status ng problema. Sa follow-up, masisigurado ninyo kung tama ang naging pagsolusyon sa problema.
Ang follow-up email ay isang email na pinapadala sa sinumang nagtanong sa inyo (o isang nabigyan ninyo ng anumang serbisyo) na nagtatanong kung may iba pa kayong magagawa para sa kanila. Ang ganitong uri ng email ay kadalasang pinapalawak ang abot ng trabaho na ino-offer ng kompanya ninyo o ito ay pag-offer din ng karagdagang produkto o serbisyo sa customer. Isang follow-up email ang dapat ipadala sa mga customer na bumili o nagkaroon ng anumang uri ng interaksiyon sa inyong kompanya.
Puwede kayong mag-follow up sa reklamo ng isang customer sa pagtatanong sa kanila kung gaano naging epektibo ang pag-aayos ng isyu nila at sa pag-offer ng pag-aayos ng isyu kung nais ito ng customer.
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