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Modelos para Serviço de Suporte em Redes Sociais

Serviço de suporte em redes sociais é repetitivo — as mesmas perguntas e pedidos surgem o tempo todo. Digitar a mesma resposta é uma rotina de trabalho cansativa e que consome tempo, o que pode ser evitado pelas respostas pré-definidas. Abaixo estão algumas dicas junto com os templates para respostas prontas que você pode adaptar, personalizar e usar sempre que os seus clientes procurarem suporte nas redes sociais.

Melhores práticas para responder comentários e menções nas redes sociais

  • Não ignore as reclamações de clientes. Quase 70% das reclamações feitas por clientes nas redes sociais são ignoradas. Use as ferramentas de monitoramento de redes sociais que ajudam a monitorar as menções, comentários e mensagens da marca assim que elas surgem.
  • Responda imediatamente (velocidade importa no suporte nas redes sociais). Já que as redes sociais são vistas como plataformas “sempre online”, os clientes esperam que as marcas respondam o mais rápido possível. De acordo com uma pesquisa feita pelo The Social Habit, 42% dos clientes esperam uma resposta nas redes sociais em menos de 60 minutos, e 32% esperam uma resposta dentro de 30 minutos.
Modelos para Serviço de Suporte em Redes Sociais
Responda as mensagens das redes sociais diretamente do LiveAgent
  • Não apague (ou oculte) comentários negativos. Apagar um comentário negativo para preservar a sua imagem virtual vai só frustrar a pessoa que fez o comentário e prejudicar a relação que você tem com ela. A única exceção é quando os comentários são claramente spam ou violam as regras de postagens.
  • Entenda o tom. Use o tom certo para cada caso diferente. O cliente usa linguagem casual ou gírias? Pode ser uma boa ideia usar também. O cliente parece frustrado? É melhor usar um tom de empatia e reafirmação. JetBlue é um exemplo de uma marca que faz isso muito bem.
  • Nem sempre você precisa responder todo mundo. Em caso de problemas ou reclamações coletivas, não é necessário responder todas as mensagens, já que levaria bastante tempo e seria ineficiente. Quando muitos clientes são afetados pelo mesmo problema, faz sentido dar atualizações de status públicas, a qual todos terão acesso.
  • Saiba quando levar para o ‘offline’. Nem toda conversa em redes sociais precisa ser pública. Mudar para mensagens privadas funciona melhor quando você precisa de informações pessoais sobre o cliente (e-mail, número do pedido, etc.), explicações detalhadas do problema, ou se a conversa está ficando intensa.

Exemplos de templates para serviço de suporte em redes sociais

Respondendo a pedidos de informação


“@name, thanks for reaching out. We have many different plans, so please email our billing team at (email address) and our agents will be happy to help you with any pricing information you need and will advise on the best plan for your business.”

“@name, we’ve got your back! Check out this article to get your software up and running: (link). If anything is still unclear, just let us know, we’ll be happy to help.”

“Hello @name, thanks for your interest in our services. If you provide us with your e-mail address, we can send you comprehensive information on our offers and prices.”

“@name, thanks for reaching out. Yes, we offer (services). If you provide us with your e-mail address we will be glad to send you comprehensive information on the terms and conditions of service as well as our prices.”

“Thank you for your inquiry. Today we’re open from 9:00 am to 6:00 pm. We are looking forward to your visit.”

“Our office is closed from the 23rd- 25th of December. Afterwards we are there for you again. Are there any other questions I may help you with?”

Respondendo a pedidos de serviço


“Hello @name, thank you for your inquiry. We will look into your problem and contact you immediately with a resolution. Regards, (Name).”

“@name, I apologize for the delay. We have received your information and we are working to get your order to you as soon as possible. Thank you for your patience.”

“Hi @name, thanks for letting us know about this. Please DM us more details about the issue, so we can take a look into this for you right away.”

“Hey @name, thanks for informing us know about this issue. We’ll make sure this
gets shared with the right people here at (Company). I’ll let you know as soon as it’s fixed. ”

“That’s certainly not what we like to hear, @name. Please DM us your order confirmation number so we can follow-up with you. – (Name)”

“Hey @name, really sorry for the trouble here. I’m going to escalate this to our tech support team to see if we can figure out the issue and get it fixed ASAP! – (Name)”

“@name, my sincerest apologies! I would be happy to look into this for you. Can you please follow us and DM me with your order number? – (Name)”

Respondendo a comentários positivos

“Hello @name. We are happy you were satisfied with our service. If you’d like you can leave a review [here] and help others with your recommendation. Thanks!”

“Thanks for the shout-out! We’re happy to have you in the (Company) family!”

“Thank you for buying your (product) from us, @name. We look forward to seeing you again soon!”

“We at (company name) know you had many options to choose from, so thank you for choosing us. We sincerely hope you are satisfied with your purchase.”

“@name, we’re happy to know your experience was awesome and we can’t wait to see you again soon!”

“@name, your feedback is incredible; thank you for sharing that with us! It’s wonderful that (product) has made such a difference for you.”

Respondendo a avaliações positivas


“Thank you for your fantastic review, @name. We are thrilled that you loved your experience and look forward to seeing you again.”

“Thank you so much for taking the time to leave us this amazing review, @name. We’re so lucky to have customers like you!”

“@name, your awesome review made our day! Thank you for taking the time to share it with us and the community.”

“We are incredibly grateful that you took the time out to leave us this great review, @name. Thanks for being such a fantastic customer!”

“@name, we are truly happy to know your experience was tremendously delightful. It’s something we’ve worked hard on and we’re pleased our efforts resonated with you.”

“We’re happy you had a fantastic time with us, @name! Thanks for your trust, we’re thankful for amazing customers like you. We hope to see you again soon!”

“@name, it’s always a pleasure seeing you. Thanks so much for your feedback and good vibes. We’re happy that you’re happy, and we’re looking forward to your next visit.
Hurry back!”

“We’re so glad you had a good experience, @name. We work really hard to provide the best service to our guests, so I’m happy to see that reflected on your last visit. I made sure that (employee name) got the recognition she deserved. She was really happy to see your review. – (Name)”

“Hi @name, we are thrilled to have you as part of the (Company) family! Thank you for leaving an amazing review. It means the world to us and to our entire team! We look forward to serving you again soon!”

“Hello @name, thank you for the wonderful review and for taking the time to share your feedback with (Company). Excellent customer service is our priority and we are happy that we met that mark! Customers like you make our job a pleasure.”

Respondendo a reclamações de clientes


“Hello @name. We are very sorry that you were not satisfied with our service. Since customer satisfaction is our top priority, we will reach out to you personally to discuss a solution to your problem together. Best, (Name).”

“Oh no! We’re so sorry to hear this but appreciate you letting us know. This is not the norm and we’re happy to help. Please contact our customer care team for assistance at (email).”

“@name, we’re so sorry to hear you were unsatisfied with your purchase. If you’re interested in some return/ exchange options, please give us a call at (number, 8 am – 11 pm, 7 days a week), and we’ll do our best to help.”

“@name, so sorry about that. We always hate it when that happens. Send us a DM with your confirmation code and we’ll send you credit for the non-working (item). ”

“@name, my apologies for the inconvenience! I just reached out to you via Facebook Messenger to discuss it further. Be sure to check your “Message Requests” folder. – (Name)”

Respondendo a avaliações negativas


“Hi @name. We’re sorry to hear your experience was less than 5-stars. If you’re open to discussing your experience further, please call /email us at (number/ email).”

“@name, sorry about your negative experience. We’re normally known for our exceptional attention to detail, and we regret that we missed the mark.”

“Hi @name, we apologize for your negative experience. We’d like to learn more about your specific situation and make things right. If you wouldn’t mind give us a call at (number), that would be greatly appreciated. We look forward to speaking with you and working towards earning back your business.”

“Hello @name, I’m sorry to hear about your disappointment with us, and I would like to personally assist you with making things right. Let’s get on a call and address this ASAP, we value your business. Please contact us at (phone) when convenient.”

“@name, thank you for bringing this to our attention. We’re sorry to hear of your less than satisfactory experience and hope you will accept our sincerest apologies. Please give us a (call/email) to see how we can make things right.”

Terminando uma conversa e fazendo o follow up


“@name, happy to hear you’re back in action. Give us a shout if you need anything else.”

“I’m glad to know your (items) finally came through, @name, thank you for letting us know. I apologize for the painfully slow process it took to get them. We never intended for this to happen.”

“@name, I’m happy that we were able to help you resolve your problem. I’ll be sure to relay your message to (employee name). – (Name)”

“@name, I’m happy you’re pleased with the results and that we were able to sort this out. If there’s anything else we can do to help, please let us know. Best, (Name).”

“Thank you for giving us the opportunity to help out, we’re here if you ever need us again!”

“Hello @name, we haven’t heard back from you. Were you able to get the assistance needed? If you still need help, please provide the details previously requested. Thanks! – (Name)”

Bônus: Por que o seu negócio não pode ignorar o serviço de suporte em redes sociais 

  • 67% dos consumidores usam redes sociais como o Twitter e o Facebook para buscar resolução de problemas, e quase 70% alegam que usaram o serviço de suporte em redes sociais pelo menos uma vez. (Social Media Today)
  • 63% dos consumidores esperam que as empresas ofereçam serviço de suporte por redes sociais, e 90% dos usuários de redes sociais já usaram alguma rede social para se comunicar com uma marca ou negócio. (Smart Insights).
  • Quando os consumidores entram em contato com uma marca nas redes sociais, 40% esperam que as marcas respondam em até uma hora, e 79% esperam receber uma resposta em até 24 horas. (Sprout Social)
  • 71% dos consumidores que já tiveram uma experiência positiva com uma marca em alguma rede social tendem a recomendar a marca para os amigos e família. (Ambassador)
  • Um terço de todas as reclamações de consumidores nunca são respondidas, a maioria delas nas redes sociais. Responder uma reclamação aumenta a defesa o cliente em 25%, enquanto não responder uma reclamação diminui a defesa do cliente e 50%. (Convince & Convert)
  • 77% dos usuários do Twitter se sentem mais confiantes em uma marca quando recebem uma resposta ao próprio Tweet. Empresas que usam o Twitter para serviço de suporte notam um aumento de 19% na satisfação dos clientes. (Brandwatch)

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