Las plantillas de servicio al cliente en redes sociales ayudan a manejar de forma eficiente las consultas repetitivas. Ofrecemos consejos prÔcticos y plantillas de respuestas listas para usar para responder a menciones y comentarios en redes sociales. También presentamos formas efectivas de manejar comentarios negativos y qué es la atención al cliente. Conectar el servicio de atención al cliente en redes sociales con el software de soporte puede ayudar a mejorar el flujo de trabajo y priorizar las consultas de los clientes.
Al firmar, acepto queĀ T&C y PolĆtica de privacidad.
El servicio al cliente de redes sociales es repetitivo: las mismas preguntas y solicitudes surgen una y otra vez. Escribir la misma respuesta cada vez es un trabajo de rutina agotador, lento y abrumador que puede evitarse mediante el uso de respuestas predefinidas. A continuación, se incluyen algunos consejos prÔcticos junto con plantillas de respuesta listas para usar que puedes adaptar, personalizar y usar cada vez que tus clientes recurren a las redes sociales para obtener atención al cliente.
Casi el 70% de las quejas de los clientes en las redes sociales son ignoradas. Aprovecha las herramientas de monitorización de redes sociales que facilitan el seguimiento de todas las menciones, comentarios y mensajes de la marca en cuanto aparecen.Ā
Dado que las redes sociales se consideran una plataforma āsiempre activaā, los consumidores esperan naturalmente que las marcas respondan lo mĆ”s rĆ”pido posible. SegĆŗn un estudio de The Social Habit , el 42% de los consumidores espera una respuesta en las redes sociales en 60 minutos y el 32% espera una respuesta en 30 minutos.
Eliminar un comentario negativo para preservar tu imagen virtual solo frustrarÔ aún mÔs al usuario que se queja y dañarÔ la relación que tiene con él. La única excepción es cuando los comentarios son claramente spam o infringen las normas de la comunidad publicadas.
Utiliza el tono de voz adecuado que se adapte a cada caso en particular. ĀæEl cliente usa lenguaje informal y jerga? PodrĆa estar bien corresponder. ĀæSuena frustrado el cliente? Es mejor utilizar un tono empĆ”tico y tranquilizador. JetBlue es un ejemplo de una marca que lo hace realmente bien.
En caso de problemas masivos o interrupciones, no es necesario responder a todos los mensajes, ya que serĆa extremadamente lento e ineficaz. Cuando muchos clientes se ven afectados por un solo problema, tiene sentido proporcionar solo actualizaciones de estado pĆŗblico que lleguen a todos.
No todas las conversaciones en las redes sociales tienen que ser pĆŗblicas. Cambiar a mensajerĆa privada funciona mejor cuando necesitas información personal del cliente (correo electrónico, nĆŗmero de pedido, etc.), una explicación detallada del problema para ayudarlo o si la conversación se estĆ” volviendo tensa.
ā@name, weāve got your back! Check out this article to get your software up and running: (link). If anything is still unclear, just let us know, weāll be happy to help.ā
āHello @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.ā
ā@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.ā
āThank you for your inquiry. Today weāre open from 9:00 am to 6:00 pm. We are looking forward to your visit.ā
āOur 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?ā
ā@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.ā
āHi @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.ā
āHey @name, thanks for informing us know about this issue. Weāll make sure this
gets shared with the right people here at (Company). Iāll let you know as soon as itās fixed. ā
āThatās certainly not what we like to hear, @name. Please DM us your order confirmation number so we can follow-up with you. ā (Name)ā
āHey @name, really sorry for the trouble here. Iām going to escalate this to our tech support team to see if we can figure out the issue and get it fixed ASAP! ā (Name)ā
ā@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? ā (Name)ā
āHello @name. We are happy you were satisfied with our service. If youād like you can leave a review [here] and help others with your recommendation. Thanks!ā
āThanks for the shout-out! Weāre happy to have you in the (Company) family!ā
āThank you for buying your (product) from us, @name. We look forward to seeing you again soon!ā
āWe 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.ā
ā@name, weāre happy to know your experience was awesome and we canāt wait to see you again soon!ā
ā@name, your feedback is incredible; thank you for sharing that with us! Itās wonderful that (product) has made such a difference for you.ā
āThank you so much for taking the time to leave us this amazing review, @name. Weāre so lucky to have customers like you!ā
ā@name, your awesome review made our day! Thank you for taking the time to share it with us and the community.ā
āWe are incredibly grateful that you took the time out to leave us this great review, @name. Thanks for being such a fantastic customer!ā
ā@name, we are truly happy to know your experience was tremendously delightful. Itās something weāve worked hard on and weāre pleased our efforts resonated with you.ā
āWeāre happy you had a fantastic time with us, @name! Thanks for your trust, weāre thankful for amazing customers like you. We hope to see you again soon!ā
ā@name, itās always a pleasure seeing you. Thanks so much for your feedback and good vibes. Weāre happy that youāre happy, and weāre looking forward to your next visit.
Hurry back!ā
āWeāre so glad you had a good experience, @name. We work really hard to provide the best service to our guests, so Iām 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. ā (Name)ā
āHi @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!ā
āHello @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.ā
āOh no! Weāre so sorry to hear this but appreciate you letting us know. This is not the norm and weāre happy to help. Please contact our customer care team for assistance at (email).ā
ā@name, weāre so sorry to hear you were unsatisfied with your purchase. If youāre interested in some return/ exchange options, please give us a call at (number, 8 am ā 11 pm, 7 days a week), and weāll do our best to help.ā
ā@name, so sorry about that. We always hate it when that happens. Send us a DM with your confirmation code and weāll send you credit for the non-working (item). ā
ā@name, my apologies for the inconvenience! I just reached out to you via Facebook Messenger to discuss it further. Be sure to check your āMessage Requestsā folder. ā (Name)ā
ā@name, sorry about your negative experience. Weāre normally known for our exceptional attention to detail, and we regret that we missed the mark.ā
āHi @name, we apologize for your negative experience. Weād like to learn more about your specific situation and make things right. If you wouldnāt 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.ā
āHello @name, Iām sorry to hear about your disappointment with us, and I would like to personally assist you with making things right. Letās get on a call and address this ASAP, we value your business. Please contact us at (phone) when convenient.ā
ā@name, thank you for bringing this to our attention. Weāre 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.ā
āIām 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.ā
ā@name, Iām happy that we were able to help you resolve your problem. Iāll be sure to relay your message to (employee name). ā (Name)ā
ā@name, Iām happy youāre pleased with the results and that we were able to sort this out. If thereās anything else we can do to help, please let us know. Best, (Name).ā
āThank you for giving us the opportunity to help out, weāre here if you ever need us again!ā
āHello @name, we havenāt heard back from you. Were you able to get the assistance needed? If you still need help, please provide the details previously requested. Thanks! ā (Name)ā
67% of consumers use social media networks like Twitter and Facebook to seek resolution for issues, and nearly 70% reported they have used social media for customer service on at least one occasion. (Social Media Today)
El 63% de los consumidores realmente esperan que las empresas ofrezcan servicio al cliente de redes sociales, y el 90% de los usuarios de redes sociales ya han utilizado las redes sociales como una forma de comunicarse con una marca o negocio. (Smart Insights).
When consumers reach out to a brand on social media, 40% expect brands to respond within the first hour, while 79% expect a response in the first 24 hours. (Sprout Social)
One-third of all customer complaints are never answered, most of them on social media. Answering a complaint increases customer advocacy by 25%, while not answering a complaint decreases customer advocacy by 50%. (Convince & Convert)
77% of Twitter usersĀ feel more positive about a brand when their Tweet has been replied to. Companies using Twitter for customer serviceĀ see a 19% liftĀ in customer satisfaction. (Brandwatch)
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Los comentarios negativos de los clientes pueden afectar al éxito de tu negocio. Si eres representante de una empresa, debes manejar los comentarios negativos en las redes sociales reconociendo la queja, ofreciendo una solución y no tomÔndote nunca las cosas como algo personal.
La atención al cliente es la prestación de servicios a los clientes antes, durante o después de la venta de un producto. Por otro lado, también puede ser un departamento dentro de una empresa que se encarga de ello.
Plantillas para respuestas a preguntas sobre productos o servicios en redes sociales
El texto habla sobre la importancia de elegir la plataforma adecuada en redes sociales para lograr objetivos empresariales. También se menciona la publicidad de pago en redes sociales, lista de verificación de gestión de redes sociales y plantillas de respuesta a preguntas sobre atención al cliente. LiveAgent es una empresa que ofrece varios servicios relacionados al cliente y se preocupa por la privacidad y seguridad de sus clientes.
Plantillas de respuesta a quejas en redes sociales
El texto trata sobre la importancia del servicio al cliente en una estrategia de marketing digital. Ofrece plantillas de correo electrónico para mejorar la gestión de encuestas y cómo responder adecuadamente a las quejas y reclamaciones de los clientes en redes sociales. También se destacan las competencias necesarias para una buena atención al cliente y se enfatiza en la importancia del correo electrónico en comparación con las redes sociales para recibir contenido promocional. Se menciona LiveAgent como un software de gestión de interacción con el cliente que ofrece una amplia gama de herramientas para mejorar el soporte al cliente y la gestión de correos electrónicos en las startups.
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