Modelos de Help Desk

Uma pesquisa descobriu que 69% dos consumidores julgam a qualidade de uma experiência de consumidor baseado no fato de receberem ou não uma “resolução rápida” para as perguntas ou pedidos de assistência. No entanto, criar manualmente as mesmas respostas todas as vezes quando interage com os clientes pode ser extremamente ineficiente e consumir muito tempo até dos colaboradores de suporte ao cliente mais experientes. É aí que as mensagens enlatadas entram em ação. Na verdade, respostas enlatadas (macros), respostas pré-definidas, e templates prontos são recursos que qualquer help desk deve ter, facilitando o trabalho dos colaboradores de suporte e melhorando a performance e eficiência deles, acelerando o suporte ao cliente e aumentando a satisfação dos clientes.

Por que usar os templates de respostas do heklp desk?

Ajude os colaboradores a economizarem tempo e esforços ao lidar com pedidos comuns, e deixe com que eles foquem em perguntas e pedidos mais sérios, o que vai diminuir a quantidade de erros e aumentar a produtividade;

Ajude a manter a consistência na velocidade resolução de tickets e a brand voice que afeta a qualidade geral do suporte ao cliente e a experiência do serviço ao consumidor;

Ajude os colaboradores a lidar com conversas difíceis de forma mais fácil – como dizer aos clientes que você não vai construir um recurso que eles queriam ou negar um pedido de reembolso;

Como as mensagens enlatadas e os templates não são respostas automáticas, os colaboradores podem personalizá-las e acrescentar um toque pessoal antes de enviar, para aumentar a satisfação do cliente.

10 Exemplos de modelos de resposta de help desk

Abaixo estão 10 exemplos de respostas de help desk para alguns dos problemas mais comuns e pedidos de suporte que os seus colaboradores podem alterar, personalizar e usar nas interações diárias de suporte.

Afirmar que um pedido de suporte foi recebido

Hi [NAME],
Thank you for reaching out. We received your request and have already started working on resolving your issue. One of our agents will get back to you as soon as possible. Typically, it takes us less than 24 hours to respond with a resolution.
If you have any additional information that you think will help us to assist you, please reply to this email. If it’s an emergency, feel free to give us a call at [number] or start a live chat with our support team.
Thanks again for contacting us,
[YOUR SIGNATURE]

Responder a pedidos de informações

Hi [NAME],
Thank you for reaching out! We’re always happy to help our customers learn more about our product.
We’d like to direct you to a relevant article from our Knowledge Base that contains detailed information about this feature. We also happen to have a blog post that discusses how to get the most out of it, so while you’re here, why don’t you give that a quick read too?
In case there are still some questions and you’d like further clarification, please don’t hesitate to let us know by replying to this message. We’re at your service 24/7.
Enjoy your day,
[YOUR SIGNATURE]

Pedido de alteração de senha

Hi [NAME],
We’ve received a request to reset the password for the [COMPANY] account associated with (email). No changes have been made to your account yet. You can reset your password by clicking the link below:
Reset your password
If you didn’t request a new password, you can safely ignore this email. Only a person with access to your email can reset your account password.
If you need help, or you have any other questions, fell free to call us at (number). We’re here to assist you at any step along the way.
Thanks,
[YOUR SIGNATURE]

Cliente pedindo um recurso que já está sendo desenvolvido

Hi [NAME],
Thanks for the feedback. I can definitely see how this feature would be helpful to our customers. Luckily, our development team is already on it, and we expect to release it next quarter. Would you be interested in being a part of our beta group and one of the first customers to try it out? If so, I’d be happy to put you on the list.
Let me know, and please don’t hesitate to reach out if you have any other additional insights that you’d like me to pass on to our development team.
Thanks,
[YOUR SIGNATURE]

Cliente pedindo um recurso que você não vai desenvolver

Hi [NAME],
Thanks for the feedback. I can definitely see why you would be interested in that feature. Unfortunately, it’s not on our roadmap as of now.
Since our development resources are currently limited, we have decided to tackle features X and Y as a priority, as the majority of our customers have heavily requested them. These features will also be beneficial to you because of (…).
That being said, we’ll let you know if anything changes around this. Please do reach out if you have any other requests – we’re always here to listen.
Thanks,
[YOUR SIGNATURE]

Cliente pedindo um recurso que foi removido

Hi [NAME],
Thanks for reaching out. I can definitely understand that it’s frustrating to lose a feature that you’ve come to rely on in your business. Unfortunately, we are not planning to bring it back any time soon.
The reason is that 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 users.
However, by making a decision to drop it, we’ve managed to allocate those resources into building (new features) that will be launched much sooner than we otherwise could have achieved.
I realize it’s not the answer you were hoping for, though. Some of our other customers have found that (alternative feature) is a fairly good substitute for that functionality. If you’d like to, I’d be happy to give you my best advice on how you can use it.
Sincerely,
[YOUR SIGNATURE]

Aceitar um pedido de reembolso

Dear [NAME],
Thank you for contacting us to request a refund on your purchase of [PRODUCT/ SERVICE]. We are sorry to hear our product didn’t meet your expectations. Because your request falls under our refund policy, we will gladly honor your decision.
We have processed your request and have issued a refund to your credit card company. It may take up to [number of days] to see this credit on your account.
If there is any way for us to retain your business, we would love the opportunity to try. Just let us know, and we will do whatever we can. Feel free to contact us also if you have any further questions.
Regards,
[YOUR SIGNATURE]

Negar um pedido de reembolso

Dear [NAME],
I’m sorry to hear you’re not happy with our [PRODUCT/ SERVICE]. We’ve received your request for a refund and we regret to inform you that it has fallen outside of our refund policy as stated here.
While we’re unable to provide a refund at this time, we value your business and would like to offer you a discount of 15% on your next purchase.
If there is any way you feel we could improve our product/ service, please don’t hesitate to let us know.
Sincerely,
[YOUR SIGNATURE]

Preocupação com a política de privacidade

Hi [NAME],
Thank you for your inquiry. We understand data privacy and security is a major concern for our customers. At [COMPANY NAME], we want you feel comfortable sharing your personal data through our website, so privacy is something we take very seriously.
We’ve taken proper precautions to completely secure your data both online and offline. We use encryption when transmitting your sensitive personal information, and the servers storing your data always adhere to independent third-party security certifications.
You can read the full version of our official privacy policy here: [link]. If you ever feel that we are not abiding by this privacy policy, please contact us immediately at [number].
Regards,
[YOUR SIGNATURE]

Cancelar um pedido de inscrição

Hi [NAME],
Thanks for giving [PRODUCT/ SERVICE] a try. As much as we would like you to stay with us for the long term, we understand and accept your decision to cancel your account regardless of any reason. We have a quick question that we hope you could answer that would help us improve [PRODUCT/ SERVICE].
Why did you decide to cancel? Just click on the most appropriate answer:
Didn’t find a good use case for the productWanted more featuresPricing too high
We appreciate the help and hope to welcome you back again in the future!
All the best,
[YOUR SIGNATURE]

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