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Modelos para Tickets

Apesar de os colaboradores do suporte de clientes terem que responder a uma grande variedade de pedidos – com sorte, eles não precisam reinventar a roda para perguntas comuns, pedidos de suporte, ou problemas. Ao invés disso, eles podem usar templates prontos para diminuir o tempo de resposta e oferecer uma experiência de serviço ao cliente consistente. Na verdade, respostas enlatadas, respostas pré-definidas, e templates são um dos recursos mais importantes de qualquer support software de suporte de tickets. Eles dão aos colaboradores mais tempo e menos estresse, ajudam o fluxo de trabalho e a acelerar o suporte ao cliente. Resumindo, mensagens enlatadas e templates podem:

  • Ajudar os colaboradores a dar respostas apropriadas e precisas de forma rápida;
  • Economizar tempo e esforço para sua equipe de suporte;
  • Aumentar a confiança, a eficiência e a produtividade dos colaboradores;
  • Reduzir o tempo de treinamento dos colaboradores;
  • Garantir o padrão de respostas da marca nas comunicações com clientes;
  • Melhorar a qualidade do serviço e aumentar a satisfação dos clientes.
Modelos para Tickets
Resposta automática

Melhores formas de usar respostas enlatadas e templates para o seu sistema de suporte de tickets

  • Envolva a sua organização inteira no processo de criação e avaliação de templates para conseguir um feedback construtivo de vários profissionais em departamentos diferentes.
  • Garanta que cada template para resposta seja revisado cuidadosamente antes de ser usado, e que não apresente nenhum erro de digitação ou gramática.
  • Não use linguagem robótica e extremamente formal – encontre o estilo e tom de voz certo para o seu público.
  • Tente testar vários templates para respostas para achar as mais apropriadas para a sua organização.
  • 38% dos consumidores acham que respostas impessoais e que seguem scripts são frustrantes – personalize os templates sempre que possível e ajuste as respostas para cada cliente e caso específicos.
  • Não use respostas enlatadas e templates apenas pela velocidade do suporte – mande a mensagem apenas se for 100% relevante e corresponda ao pedido do cliente.
  • Revise as suas mensagens enlatadas e templates regularmente para garantir que eles continuem sendo relevantes e acompanhem o crescimento da sua organização e as mudanças de necessidades dos seus clientes.

12 exemplos de templates para respostas de tickets

Com um conjunto de mensagens prontas, você pode conseguir uma abordagem personalizada enquanto reduz a responsabilidade de criar cada resposta do zero. Criar uma biblioteca de respostas enlatadas e templates eficientes, no entanto, demanda tempo e esforço. Aqui estão alguns templates para tickets de suporte baseados em 12 cenários comuns. Use-os como ponto de partida e adapte-os para os seus clientes.

Afirmar que um ticket foi recebido


Hi [NAME],

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]

Atualizar o progresso de um ticket #1 (estamos trabalhando no seu caso)


Hi [NAME],

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]

Atualizar o progresso de um ticket #2 (não esquecemos de você)


Hi [NAME],

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]

Pedir mais informações para um cliente


Hi [NAME],

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]

Informar o cliente que o problema foi resolvido


Hi [NAME],

[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]

Fechamento de ticket


Hi [NAME],

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]

Fechamento de ticket por causa de falta de resposta


Hi [NAME],

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]

Admitir um erro na resolução de problemas


Hi [NAME],

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]

Desculpar-se por um problema geral da empresa


Hi [NAME],

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]

Responder um relatório de bug


Hi [NAME],

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]

Fazer follow up


Hi [NAME],

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]

Fazer follow up de serviço


Hi [NAME],
You’ve recently contacted us about [Issue], which was resolved on [Date]. We would love to hear what you think of our customer service. Please take a moment to review our service by clicking either link below:

Good, I’m satisfied
Bad, I’m unsatisfied

Your feedback is appreciated and will help us improve!

Sincerely,
[YOUR SIGNATURE]

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