Plantillas de correo electrónico de respuesta de solicitud de funcionalidad

Si está en un negocio SaaS , es probable que recibas solicitudes de funcionalidades de los clientes todo el tiempo. Las solicitudes de funciones son mensajes que los clientes envían para consultar sobre una función que no está incluida en su producto o servicio. Recibir solicitudes de funcionalidades no debe verse como un comentario negativo. De hecho, significa que a tus clientes les importas lo suficiente como para compartir sus ideas sobre cómo creen que podrías mejorar tu producto o servicio .

Sin embargo, muchas de esas solicitudes no siempre se alinearán con la visión de tu empresa ni tendrán sentido para la mayoría de tus clientes. Independientemente de si vas a implementar la funcionalidad solicitada, debes responder a los clientes de manera profesional y asegurarse de que tu mensaje deje una impresión positiva. A continuación, se muestran algunas de las mejores formas de responder a las solicitudes de funcionalidad de los clientes, incluidas aquellas que no encajan en la hoja de ruta de tu producto o que podrían ser posibles pero que no se implementarán en el futuro inmediato.

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Cómo responder a las solicitudes de funcionalidad de los clientes

Agradece a los clientes por el tiempo que se tomaron para comunicarse y compartir sus comentarios con tu empresa.
Si no planeas trabajar en una funcionalidad solicitada en un futuro cercano, se transparente y admita honestamente que no está en tu hoja de ruta actual.
Si ya estás trabajando en una funcionalidad solicitada, evita dar una ETA exacta, ya que podría ser difícil administrar las expectativas de los clientes en caso de que no la entregues a tiempo
Si estás considerando la posibilidad de implementar una función solicitada, informa a los clientes que te comunicarás con ellos cuando se construya.
Si un cliente está preguntando sobre una característica que se ha eliminado, proporciona una explicación honesta de por qué se ha hecho para ayudarlo a comprender tu decisión.
Se útil ofreciendo una solución alternativa, si es posible (una característica diferente que cumple una función similar), o una solución alternativa (por ejemplo, una integración con otra aplicación que funcione bien con tu producto / servicio).
Invita a los clientes a comunicarse nuevamente si tienen otras preguntas o comentarios.

Plantillas de correo electrónico de respuesta de solicitud de funcionalidad — Guarda nuestras plantillas como mensajes predefinidos y responde a las solicitudes de funciones con un solo clic.

7 plantillas de correo electrónico de solicitud y respuesta de funcionalidades

La gestión de solicitudes de funciones puede ser un desafío. Si bien no existe una manera perfecta de responder a todas las solicitudes de funcionalidades de los clientes, ya que depende en gran medida del contexto, aquí hay siete plantillas de correo electrónico de solicitud y respuesta de funcionalidades que pueden ayudarte a elaborar tus propias respuestas de manera eficiente y, al mismo tiempo, garantizar que tus clientes permanezcan satisfechos con tu respuesta incluso si tiene que rechazar su solicitud.

Decir “no” a las solicitudes de funcionalidades

Plantilla de correo electrónico n.º 1


Hi [Name],

Thank you for contacting us. You’re asking a great question. I can definitely see how this feature could be beneficial, but unfortunately, it’s not something that we can offer right now.

Could you please explain what you were hoping to achieve with this feature (in the event that [Product] did support that feature)? If you do let me know, I can possibly recommend a workaround or alternative solution.

I’m sorry that we can’t offer you this exact feature, but please tell me if there’s anything else that I can help with.

Regards,
[YOUR SIGNATURE]

Plantilla de correo electrónico n.º 2


Hi [Name],

Thank you so much for emailing me about this. Right now, we do not have this feature available. I can certainly understand how that might be frustrating for you, especially given the scenario you described. 

That being said, we aren’t planning on building this into our feature set at this point in time since it doesn’t fit into our current product roadmap.  I’m going to pass along your thoughts and needs to our product development team, and I will let you know if this becomes something that we might build in the future. 

Thanks again for contacting me. Please don’t hesitate to reach out if you have any other ideas.

Best,
[YOUR SIGNATURE]

Decir “sí” a las solicitudes de funcionalidades

Plantilla de correo electrónico n.º 3


Hi [Name],

Thank you for taking the time to contact us. There’s no way to do that at the moment, but the good news is that we have already started working on that feature, and it will be available in one of our upcoming releases.

I’m going to make sure that we reach out to you as soon as this feature goes live. Is this the best email to send that notification to?

In the meantime, I recommend [alternative solution]. If you have any other questions or feedback – please don’t hesitate to let us know.

Cheers,
[YOUR SIGNATURE]

Plantilla de correo electrónico n.º 4


Hi [Name],

Thanks so much for reaching out about this and sharing your perspective. While we currently don’t offer this feature, we are planning on offering something similar to it in the near future. I can’t give you the exact timeline of when it will be ready, but I can tell you that it’s already in the works and we’ll have it released within the next few months.

I just added you to the follow-up list, so as soon as we do have news regarding this feature, we’ll be sure to reach out. Feel free to let us know if you have any other questions or feedback.

Best,
[YOUR SIGNATURE]

Decir “tal vez” a las solicitudes de funcionalidades

Plantilla de correo electrónico n.º 5


Hi [Name],

Thank you so much for reaching out – that is a great suggestion and I appreciate you explaining how it would help you out. We have had other customers asking about this feature as well. While we’re actively looking into the possibility of developing it – it isn’t on our product roadmap for the next few months.

That said, I have added you to the follow-up list, so you can be sure you’ll be the first to know if and when anything changes on the status of this feature.

Though we can’t offer exactly what you’re after, I do have a suggestion that might get you most of what you need: [different features with a similar functionality].

Please, let me know if you have other questions, concerns, or feedback.

Have a great day,
[YOUR SIGNATURE]

Plantilla de correo electrónico n.º 6


Hi [Name],

Thank you for using [Product/ Service] and moreover, for caring enough to send us your suggestion. We genuinely appreciate it. 

There is no way to do what you’re asking for at the moment, unfortunately. While we don’t have plans to build anything like that in the nearest future, I can definitely understand why this would be a handy feature for you and other users.

I’m going to pass along your request to our product development team so that they can consider this moving forward and weigh it against our current product roadmap. In the meantime, I’ll be sure to reach out to you if anything changes about this or we start to work on it.

Thanks again for writing in and I’m sorry that I didn’t have better immediate news for you.

Regards,
[YOUR SIGNATURE]

Responder cuando se ha eliminado una funcionalidad

Plantilla de correo electrónico n.º 7


Hi [Name],

Thank you for writing in and sharing your specific case. I understand how frustrating it must be to lose a feature that you’ve come to rely on, however, it’s not something we plan to replace. Let me give you a bit more context on why we made that change and how it will hopefully benefit you and other customers in the long run.

In short, it was a complex feature to maintain. It wasn’t being used by the majority of our customers, which meant we were spending a lot of development time and resources on something that wasn’t making our product better for most people.

That being said, by deciding to drop it, we’ve been able to allocate those resources into building [features X and Y], that have been long-awaited by many users – and you’ll see them rolling out much sooner than we originally planned.

I realize that it doesn’t solve your immediate issue, though. Some of our customers have found that [alternative feature] is a good substitute for that functionality. I hope that helps to some extent.

Thanks once again for taking the time to reach out. If you have any other questions, feedback, or concerns, please let me know.

Best,
[YOUR SIGNATURE]

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