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Plantillas de Servicio al Cliente en Redes Sociales

El servicio al cliente de las 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 prácticos 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.

Mejores prácticas para responder a menciones y comentarios en redes sociales

No ignores quejas de los clientes

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. 

Responde de inmediato (la rapidez es importante en soporte de redes sociales)

Dado que las redes sociales se consideran una plataforma “siempre activa”, los consumidores esperan naturalmente que las marcas respondan lo más rápido posible. Según 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.

Plantillas de Servicio al Cliente en Redes Sociales
Responde a las consultas de las redes sociales directamente desde LiveAgent

No borres (u ocultes) comentarios negativos

Eliminar un comentario negativo para preservar tu imagen virtual solo frustrará aún más al usuario que se queja y dañará la relación que tiene con él. La única excepción es cuando los comentarios son claramente spam o infringen las normas de la comunidad publicadas.

Adecúa el tono.

Utiliza el tono de voz adecuado que se adapte a cada caso en particular. ¿El cliente usa lenguaje informal y jerga? Podría estar bien corresponder. ¿Suena frustrado el cliente? Es mejor utilizar un tono empático y tranquilizador. JetBlue es un ejemplo de una marca que lo hace realmente bien.

 No siempre es necesario que respondas a todos.

En caso de problemas masivos o interrupciones, no es necesario responder a todos los mensajes, ya que sería extremadamente lento e ineficaz. Cuando muchos clientes se ven afectados por un solo problema, tiene sentido proporcionar solo actualizaciones de estado público que lleguen a todos.

Entiende cuándo llevarlo “offline”.

No todas las conversaciones en las redes sociales tienen que ser públicas. Cambiar a mensajería privada funciona mejor cuando necesitas información personal del cliente (correo electrónico, número de pedido, etc.), una explicación detallada del problema para ayudarlo o si la conversación se está volviendo tensa.

Ejemplos de plantillas de respuesta de servicio al cliente en redes sociales

Responder a solicitudes de información


“@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?”

Responder a las solicitudes de servicio


“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)”

Responder a comentarios positivos

“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.”

Responder a críticas positivas


“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.”

Responder a las quejas de los clientes


“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)”

Responder a críticas negativas


“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.”

Terminar una conversación y darle seguimiento


“@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: porqué tu empresa no puede ignorar el servicio al cliente en las redes sociales

  • El 67% de los consumidores usa las redes sociales como Twitter y Facebook para buscar una resolución de problemas, y casi el 70% informó que ha usado las redes sociales para el servicio al cliente en al menos una ocasión. ( Social Media Today )
  • El 63% de los consumidores espera que las empresas ofrezcan servicio al cliente a través de sus canales de redes sociales, y el 90% de los usuarios de las redes sociales ya las han utilizado como una forma de comunicarse con una marca o empresa. ( Smart Insights ).
  • Cuando los consumidores se comunican con una marca en las redes sociales, el 40% espera que las marcas respondan en la primera hora, mientras que el 79% espera una respuesta en las primeras 24 horas. ( Sprout Social )
  • Es probable que el 71% de los consumidores que han tenido una experiencia positiva con una marca en las redes sociales la recomienden a sus amigos y familiares. ( Embajador )

  • Un tercio de todas las quejas de los clientes nunca se responden, la mayoría de ellas en las redes sociales. Responder una queja aumenta la defensa de la empresa por parte del cliente en un 25%, mientras que no responder una queja reduce la defensa de la empresa por parte del cliente del cliente en un 50%. ( Convencer & amp; Convertir )
  • El 77% de los usuarios de Twitter se sienten más positivos acerca de una marca cuando se responde a su Tweet. Las empresas que utilizan Twitter para el servicio al cliente ven un aumento del 19% en la satisfacción del cliente. ( Brandwatch )

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Frequently asked questions

¿Cuál es la mejor manera de gestionar la atención al cliente en las redes sociales?

La mejor manera de gestionar el servicio de atención al cliente en las redes sociales es conectarlo con tu software de soporte. Como resultado, tus agentes podrán gestionar de forma eficaz y eficiente todo tipo de consultas desde una sola interfaz.

¿Cómo puedo gestionar los comentarios negativos en las redes sociales?

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 tomándote nunca las cosas como algo personal.

¿Qué es la atención al cliente?

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.

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