Mga social media customer service template
Paulit-ulit ang social media customer service — paulit-ulit na lalabas ang pare-parehong tanong at request. Ang pagta-type ng parehong sagot ay nakakapagod, ubos-oras, at overwhelming na routine work na puwedeng maiwasan sa paggamit ng pre-defined replies. Nasa ibaba ang ilang hands-on tips kasama ng ready-made social media service templates na puwede ninyong i-adapt, i-personalize, at gamitin kapag gumamit ang customers ng social media para sa support.
Best practices sa pagtugon sa social media mentions at comments
Huwag balewalain ang reklamo ng customer
Halos 70% ng reklamo ng customers na na-post sa social media ay binabalewala. Pakinabangan ang social media monitoring tools na mas mapapadali ang pag-track ninyo ng lahat ng brand mentions, comments, at messages kapag lumitaw ang mga ito.
Tumugon agad (mahalaga ang pagiging mabilis sa social support)
Dahil ang social media ay nakikita bilang “laging naka-on” na platform, natural na aasahan ng consumers ang brands na tumugon agad-agad. Ayon sa study ng The Social Habit, 42% ng consumers ang umaasang masagot sa social media sa loob ng 60 minuto, at 32% ang umaasang masasagot sila sa loob ng 30 minuto.
Huwag mag-delete (o mag-hide) ng negatibong comments
Ang pag-delete ng negatibong comment para mapreserba ang inyong virtual image ay hindi lang makaka-frustrate sa isang nagrereklamo at makasisira ng inyong relasyon sa kanila. Ang exception lang ay kapag ang comments ay malinaw na spam o lumalabag sa naka-post na community guidelines.
Pakiramdaman ang tono
Gumamit ng tamang tono ng boses na binabagayan ang isang partikular ng kaso. Gumamit ba ang customer ng casual language at slang? Baka mas okey kung tutularan ninyo ito. Mukha bang frustrated ang customer? Mas mainam gumamit ng tonong mas empathetic at reassuring. Ang JetBlue ay isang halimbawa ng brand na mahusay sa ganitong larangan.
Di ninyo kailangang laging tumugon sa lahat
Kapag may mass issue o outage, di na kailangang sagutan pa ang bawat message dahil sobrang ubos-oras lang ito at di epektibo. Kapag maraming customer ang apektado ng iisang isyu, mas mainam ang maglabas na lang ng isang public status update na mababasa ng lahat.
Alamin kung kailan ito dapat dalhin sa “offline”
Hindi lahat ng usapan sa social media ay kailangang isapubliko. Ang paglipat sa pribadong messaging ay mas mainam kapag kailangan ninyong kunin ang personal na impormasyon ng customer (email, order number, etc.), magbigay ng mas detalyadong paliwanag ng isyu para matulungan sila, o kung nagiging tensiyonado nang masyado ang usapan.
Mga halimbawa ng social media customer service response template
Pagtugon sa mga humihingi ng impormasyon
“@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?”
Pagtugon sa mga humihingi ng serbisyo
“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)”
Pagtugon sa positibong comments
“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.”
Pagtugon sa positibong reviews
“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.”
Pagtugon sa reklamo ng customer
“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)”
Pagtugon sa negatibong reviews
“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.”
Pagtatapos ng usapan at pag-follow up
“@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)”
Bonus: Bakit hindi puwedeng balewalain ng inyong business ang social media customer service
- 67% ng consumers ang gumagamit ng social media networks tulad ng Twitter at Facebook para makakuha ng resolution sa kanilang isyu, at halos 70% ang nagsasabing nakagamit na sila ng social media para sa customer service kahit isang beses lang. (Social Media Today)
- 63% ng consumers ang umaasa sa mga kompanya na mag-offer ng customer service gamit ang kanilang social media channels, at 90% ng social media users ang nakagamit na ng social media bilang paraan ng pakikipag-ugnayan sa isang brand o business. (Smart Insights).
- Kapag nakikipag-ugnayan ang consumers sa isang brand sa social media, 40% sa kanila ang umaasang sasagutan sila ng brands sa loob ng unang oras, habang 79% ang umaasang masasagutan sila sa loob ng unang 24 oras. (Sprout Social)
- 71% ng consumers na nagkaroon ng positibong experience sa isang brand sa social media ay mas malaki ang pagkakataong irekomenda nila ang brand sa kanilang kaibigan at kapamilya. (Ambassador)
- One-third ng lahat ng reklamo ng customer ay hindi nasasagot, karamihan sa kanila ay mula sa social media. Ang pagsagot sa reklamo ay nakapagpapataas ng customer advocacy ng 25%, habang ang hindi pagsagot sa reklamo ay nakababawas sa customer advocacy ng 50%. (Convince & Convert)
- Nakakaramdam ang 77% ng Twitter users ng positibong pakiramdam tungkol sa isang brand kapag nasagot ang kanilang tweet. Ang mga kompanyang gumagamit ng Twitter para sa customer service ay nakakakita ng 19% na pagtaas sa kanilang customer satisfaction. (Brandwatch)
Social customer service – Frequently asked questions
Ano ang pinakamainam na paraan sa pag-manage ng social media customer service?
Ang pinakamainam na paraan sa pag-manage ng social media customer service ay ang pagkonekta nito sa inyong help desk software. Bilang resulta, epektibong mahahawakan ng inyong agents ang lahat ng uri ng inquiries mula sa iisang interface.
Paano hinaharap ang mga negatibong comment sa social media?
Ang mga negatibong comment mula sa customers ay makaaapekto sa tagumpay ng inyong business. Kung company representative kayo, dapat harapin ang negatibong comments sa social media sa pagkilala sa post ng nagreklamo, pagbibigay ng solution, at huwag pepersonalin ang mga bagay-bagay.
Ano ang customer care?
Ang customer care ay ang nakalaang mga serbisyo sa customer bago, habang, o pagkatapos ng bentahan ng isang produkto. Puwede rin itong isang department sa isang kompanyang responsable dito.
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