Les modèles de ticketing de LiveAgent aident les agents à répondre rapidement et précisément aux requêtes courantes, améliorant l'efficacité du service client. Basés sur 12 scénarios, ils réduisent le temps de réponse et assurent une communication cohérente.
Bien que les agents du service clientèle doivent généralement répondre à une grande variété de questions, ils n’ont heureusement pas à réinventer la roue pour les questions, demandes d’assistance ou problèmes courants. Ils peuvent plutôt utiliser des modèles tout prêts pour réduire les temps de réponse et offrir un service client cohérent. En fait, les réponses préenregistrées, les réponses prédéfinies et les modèles sont l’une des caractéristiques les plus importantes de tout logiciel de gestion des tickets d’assistance. Ils donnent aux agents plus de temps et moins de stress, contribuent à rationaliser leur flux de travail et à accélérer le support client. En bref, les messages préenregistrés et les modèles peuvent:
Grâce à un ensemble de messages prêts à l’emploi, vous pouvez adopter une approche personnalisée tout en réduisant la charge que représente l’élaboration de chaque réponse à partir de zéro. La création d’une bibliothèque de réponses et de modèles en conserve efficaces demande toutefois du temps et des efforts. Voici quelques modèles de base de tickets d’assistance basés sur 12 scénarios courants. Utilisez-les comme point de départ et adaptez-les à votre clientèle.
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]
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]
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]
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]
[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]
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]
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]
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]
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]
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]
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]
Good, I’m satisfied
Bad, I’m unsatisfied
Your feedback is appreciated and will help us improve!
Sincerely,
[YOUR SIGNATURE]
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Lorsque vous choisissez un système de ticketing pour votre entreprise, vous devez prendre en compte les caractéristiques suivantes : , rapports de performance, accords de niveau de service, portail client, gamification et intégrations.
Les modèles de ticketing vous permettent de répondre aux tickets plus rapidement. De plus, ils aident vos agents à rester professionnels.
Un ticket de service d’assistance est un enregistrement d’une demande d’assistance. La demande peut prendre la forme d’une question, d’une description de problème ou d’une demande d’information.
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Découvrez nos modèles d'e-mails de service client sur LiveAgent pour des réponses rapides et professionnelles. Améliorez votre assistance en utilisant ces modèles, réduisez les erreurs, et assurez la cohérence de votre communication. Parfait pour les entreprises cherchant à optimiser leur service client. Visitez notre page pour plus de détails et commencez à renforcer votre relation client dès aujourd'hui!
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