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  • Modelos de atendimento ao cliente

Modelos de atendimento ao cliente

O email ainda é um dos principais canais de atendimento ao cliente para um grande número de consumidores. No entanto, nem todas as empresas se esforçam muito para fornecer respostas rápidas e profissionais – na verdade, algumas nem mesmo respondem. Uma pesquisa do SuperOffice constatou que 62% das empresas não respondem aos emails de atendimento ao cliente, 90% não informam ao cliente que um email foi recebido, enquanto 97% não fazem o acompanhamento para ver se os clientes estão satisfeitos com a resposta.

Embora seja quase impossível criar manualmente cada email para clientes em potencial ou atual, o uso de modelos de atendimento a cliente que cubram uma variedade de cenários pode ser de grande ajuda para as equipes de atendimento ao cliente, especialmente aquelas que precisam lidar com uma grande quantidade de emails. Usando modelos como um ponto de partida, seus agentes podem ajudar mais clientes em menos tempo e com menos estresse, e garantir que eles forneçam um serviço consistente.

Modelos de atendimento ao cliente
Exemplo de ticket de email no LiveAgent

Benefícios de usar modelos de e-mail de atendimento ao cliente

  • Economize tempo e melhore a eficiência dos agentes. Usar modelos de atendimento ao cliente ao responder aos clientes evitará que sua equipe de suporte tenha que criar respostas individuais, otimizará seu tempo e melhorarará a eficiência.

  • Reduza o número de falhas humanas. Com modelos de resposta de email de atendimento ao cliente prontos, testados e aprovados, você pode eliminar o erro humano e remover o risco de enviar mensagens incorretas que podem frustrar os clientes.

  • Mantenha as mensagens da empresa consistentes . Os modelos de email de atendimento ao cliente garantem que todos em sua equipe de suporte estejam na mesma página, enquanto a voz de sua marca permanece presente em cada interação com o cliente.

Modelos de e-mail para atendimento ao cliente

Construir sua própria biblioteca de amostras de modelos de email para atendimento ao cliente pode ser desafiador e demorado. Aqui estão alguns modelos de email comprovados com base em 10 cenários diferentes que sua equipe de suporte pode usar e adaptar conforme necessário ao interagir com clientes e clientes potenciais.

Modelo de email de resposta 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]

Modelo de email de consulta ao 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]

Modelo de email de agradecimento


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]

Modelo de email para cliente irritado


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]

Modelo de email para 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]

Modelo de email de resposta a reclamação de 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]

Modelo de email para demora na resposta


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]

Modelo de email de acompanhamento


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]

Modelo de email de lembrete de renovação


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]

Modelo de email 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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