Modèles de services aux clients

L’email reste l’un des principaux canaux de service à la clientèle pour un grand nombre de consommateurs. Cependant, toutes les entreprises ne déploient pas beaucoup d’efforts pour fournir des réponses rapides et professionnelles – en fait, certaines ne répondent pas du tout. L’enquête menée par SuperOffice a révélé que 62 % des entreprises ne répondent pas aux emails du service clientèle, 90 % n’informent pas le client qu’un email a été reçu, tandis que 97 % ne font pas de suivi pour voir si les clients sont satisfaits de la réponse.

Bien qu’il soit presque impossible de rédiger à la main chaque email destiné à des prospects ou à des clients existants, l’utilisation de modèles d’emails dédiés au service clients qui couvrent une variété de scénarios peut être d’une grande aide pour les équipes du service clients, en particulier à celles qui doivent traiter une énorme quantité d’emails. Avec les modèles comme point de départ, vos agents peuvent aider plus de clients en moins de temps et avec moins de stress, et s’assurer qu’ils fournissent un service cohérent.

Modèles de services aux clients
Exemple de ticket par email dans LiveAgent

Avantages de l’utilisation des modèles des emails au service clients

  • Gagner du temps et améliorer l’efficacité des agents. L’utilisation de modèles dédiés au service à la clientèle lors des réponses aux clients, évitera à votre équipe d’assistance de devoir créer des réponses individuelles, optimisera son temps et améliorera son efficacité.
  • Réduire le nombre d’erreurs humaines. Grâce aux modèles de réponse aux emails du service clientèle, qui ont fait leurs preuves, vous pouvez éliminer l’erreur humaine et supprimer le risque d’envoyer des messages incorrects qui pourraient frustrer les clients.
  • Maintenir la cohérence des messages de l’entreprise. Les modèles d’email du service clientèle garantissent que tous les membres de votre équipe d’assistance sont sur la même longueur d’onde et que la voix de votre marque reste présente dans chaque interaction avec le client.

Modèles standards d’emails pour le service clients

La création de votre propre bibliothèque de modèles d’emails destinés au service clientèle peut être à la fois difficile et longue. Voici quelques modèles de messages électroniques éprouvés, basés sur 10 scénarios différents que votre équipe d’assistance peut utiliser et adapter selon les besoins lors de ses interactions avec les clients et les prospects.

Modèle d’email de réponse automatique


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]

Enregistrement avec un modèle d’email client


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]

Modèle d’email de remerciements


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]

Modèle d’email de réponse à un client en colère


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]

Modèle d’email de réponse à un client satisfait


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]

Modèle d’email de réponse aux plaintes de clients


[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]

Modèle d’email de réponse tardive


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]

Modèle d’email de suivi


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]

Modèle d’email de rappel de renouvellement


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]

Modèle d’email de remboursement


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]

Ready to put your customer service templates to use?

LiveAgent is the most reviewed and #1 rated customer service software for small to medium-sized businesses. Try it today with our free 14-day trial. No credit card required.

Frequently asked questions

Comment pouvez-vous améliorer le service client dans votre entreprise ?

Le secteur du service à la clientèle est l’un de ceux qui connaissent la plus forte croissance au monde. Avec l’aide d’un logiciel de service à la clientèle, vous serez en mesure de suivre plus d’une conversation à la fois et d’en faire plus dans une journée.

Comment rédiger un e-mail professionnel de service à la clientèle ?

Lorsque vous répondez à la réclamation d’un client, assurez-vous d’aborder le problème en question et d’utiliser le nom du client. Pour répondre de manière appropriée, vous devez également utiliser un ton professionnel tout en restant amical et poli.

Pourquoi devriez-vous vous concentrer sur un bon service à la clientèle ?

Un bon service à la clientèle est un élément important de la réussite d’une entreprise. Il peut améliorer la réputation de votre entreprise et vous aider à fidéliser vos clients.

Retour aux modèles Créez un compte gratuitement

Notre site web utilise des cookies. En continuant, nous supposons que vous avez l'autorisation de déployer des cookies, comme indiqué dans notre site Web. politique de confidentialité et de cookies.