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El correo electrónico sigue siendo uno de los principales canales de atención al cliente para una gran cantidad de consumidores. Sin embargo, no todas las empresas hacen un gran esfuerzo para proporcionar respuestas rápidas y profesionales; de hecho, algunas no responden en absoluto. Una encuesta de SuperOffice encontró que 62% de las empresas no responden a los correos electrónicos de servicio al cliente , el 90% no informa al cliente que se ha recibido un correo electrónico, mientras que el 97% no realiza un seguimiento para ver si los clientes están satisfechos con la respuesta.
Si bien es casi imposible escribir uno a uno todos y cada uno de los correos electrónicos a los clientes potenciales o actuales, con servicio al cliente , las plantillas que cubren una variedad de escenarios pueden ser de gran ayuda para los equipos de servicio al cliente, especialmente aquellos que tienen que lidiar con una gran cantidad de correos electrónicos. Con las plantillas como punto de partida, tus agentes pueden ayudar a más clientes en menos tiempo y menos estrés, y asegurarte de que brindan un servicio constante.
Beneficios de usar plantillas de correo electrónico de servicio al cliente
Ahorra tiempo y mejora la eficiencia de los agentes . El uso de plantillas de servicio al cliente al responder a los clientes evitará que tu equipo de help desk tenga que crear respuestas individuales, optimizará su tiempo y mejorará la eficiencia.
Reduce la cantidad de errores humanos. Con plantillas de respuesta de correo electrónico de servicio al cliente probadas y listas para usar, puedes eliminar los errores humanos y eliminar el riesgo de enviar mensajes incorrectos que podrían frustrar a los clientes.
Mantén la coherencia de los mensajes de la empresa. Las plantillas de correo electrónico de servicio al cliente garantizan que todos los miembros de tu equipo de asistencia estén en sintonía mientras la voz de tu marca permanece presente en cada interacción con el cliente.
Plantillas de correo electrónico comunes para servicio al cliente
La creación de tu propia biblioteca de plantillas de correo electrónico de muestra para el servicio al cliente puede ser un desafío y llevar mucho tiempo. Aquí hay algunas plantillas de correo electrónico probadas basadas en 10 escenarios diferentes que tu equipo de soporte puede usar y adaptar según sea necesario al interactuar con clientes y prospectos.
Plantilla de correo electrónico de respuesta automática
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]
Plantilla de correo electrónico para contactar con un cliente
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]
Plantilla de correo electrónico de agradecimiento
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]
Plantilla de correo electrónico de respuesta a cliente enojado
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]
Plantilla de correo electrónico de respuesta al cliente feliz
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]
Plantilla de correo electrónico de respuesta a quejas del cliente
[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]
Plantilla de correo electrónico de respuesta retrasada
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]
Plantilla de correo electrónico de seguimiento
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]
Plantilla de correo electrónico de recordatorio de renovación
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]
Plantilla de correo electrónico de reembolso
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]
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Frequently Asked Questions
¿Cómo puedes mejorar la atención al cliente en tu empresa?
El sector de la atención al cliente es uno de los que más crece en el mundo. Con la ayuda de un software de atención al cliente, podrás seguir más de una conversación a la vez y hacer más cosas en un día.
¿Cómo se escribe un correo electrónico profesional de atención al cliente?
Cuando respondas a una queja de un cliente, asegúrate de abordar el asunto en cuestión y de utilizar el nombre del cliente. Para responder adecuadamente, también debes utilizar un tono profesional a la vez que amable y cortés.
¿Por qué deberías centrarte en un buen servicio al cliente?
Un buen servicio de atención al cliente es una parte importante del éxito de una empresa. Puede mejorar la reputación de tu empresa y ayudar a retener a tus clientes.
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