Las plantillas de tickets son una característica clave en el software de atención al cliente que ayudan a los agentes a responder rápidamente a preguntas comunes y reducir los tiempos de respuesta. Estas plantillas ofrecen respuestas predefinidas y almacenadas para mejorar la experiencia del servicio al cliente.
Aunque los agentes de atención al cliente generalmente necesitan responder a una amplia variedad de consultas, afortunadamente, no tienen que reinventar la rueda para preguntas, solicitudes de soporte o problemas comunes. En su lugar, pueden utilizar plantillas listas para usar para reducir los tiempos de respuesta y ofrecer una experiencia de servicio al cliente consistente. De hecho, las respuestas almacenadas, las respuestas predefinidas y las plantillas son una de las características más importantes de cualquier software de ticketing. Dan a los agentes más tiempo y menos estrés, ayudan a optimizar su flujo de trabajo y agilizan la atención al cliente. En pocas palabras, las plantillas y los mensajes predefinidos pueden:
Revisa tus mensajes predefinidos y tus plantillas con regularidad para asegurarte de que sigan siendo relevantes y se mantengan al día con el crecimiento de tu organización y las necesidades cambiantes de los clientes.
Con un conjunto de mensajes listos para usar, puedes lograr un enfoque personalizado al mismo tiempo que reduces la carga de crear cada respuesta desde cero. Sin embargo, crear una biblioteca de plantillas y respuestas predefinidas eficientes requiere tiempo y esfuerzo. A continuación, se muestran algunas plantillas de tickets de soporte básico basadas en 12 escenarios comunes. Úsalos como punto de partida y adáptalos para que se adapten a tu base de clientes.
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]
Ready to put your ticketing templates to use?
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Al seleccionar un sistema de gestión de tickets para tu empresa, debes considerar las siguientes características: Distribución automatizada de tickets , Informes de rendimiento, SLAs, Portal del cliente, Gamificación e Integraciones.
Las plantillas de emisión de tickets te permiten responder tickets más rápido. Además, ayudan a tus agentes a seguir siendo profesionales.
Un ticket de soportees un registro de una solicitud de asistencia. La solicitud puede ser en forma de pregunta, descripción del problema o solicitud de información.
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