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Modelli di servizio clienti social

Il servizio clienti sui social media è ripetitivo: le stesse domande e richieste vengono visualizzate più e più volte. Digitare la stessa risposta ogni volta è un lavoro di routine faticoso, dispendioso in termini di tempo e travolgente che può essere evitato utilizzando risposte predefinite. Di seguito sono riportati alcuni suggerimenti pratici insieme a modelli di risposta già pronti che puoi adattare, personalizzare e utilizzare ogni volta che i tuoi clienti si rivolgono ai social media per l’assistenza clienti.

Best practice per rispondere a menzioni e commenti sui social media

  • Non ignorare i reclami dei clienti. Quasi il 70% dei reclami presentati dai clienti sui social media vengono ignorati. Approfitta degli strumenti di monitoraggio dei social media  che rendono più facile tenere traccia di tutte le menzioni, commenti e messaggi del marchio non appena vengono visualizzati.
  • Rispondi immediatamente (la velocità è importante nel supporto sociale). Poiché i social media sono visti come una piattaforma “sempre attiva”, i consumatori si aspettano naturalmente che i marchi rispondano il più rapidamente possibile. Secondo uno studio di The Social Habit,  il 42% dei consumatori si aspetta una risposta sui social media entro 60 minuti e il 32% si aspetta una risposta entro 30 minuti.
Modelli di servizio clienti social
Rispondi alle domande sui social media direttamente da LiveAgent
  • Non eliminare (o nascondere) i commenti negativi. Eliminare un commento negativo per preservare la tua immagine virtuale non farà che frustrare ulteriormente chi si lamenta e danneggiare il rapporto che hai con lui. L’unica eccezione è quando i commenti sono chiaramente spam o in violazione delle linee guida della community pubblicate.
  • Pensa al tono. Usa il giusto tono di voce che si adatta a ogni caso particolare. Il cliente usa un linguaggio e uno slang informali? Potrebbe andare bene ricambiare. Il cliente sembra frustrato? È meglio usare un tono che sia empatico e rassicurante JetBlue è un esempio di un marchio che lo fa davvero bene.
  • Non devi sempre rispondere a tutti. In caso di problemi di massa o interruzioni, non è necessario rispondere a ogni messaggio in quanto sarebbe estremamente dispendioso in termini di tempo e inefficace. Quando molti clienti sono interessati da un singolo problema, ha senso fornire solo aggiornamenti di stato pubblici che raggiungeranno tutti.
  • Sapere quando portarlo “offline”. Non tutte le conversazioni sui social media devono essere pubbliche. Il passaggio alla messaggistica privata funziona meglio quando sono necessarie le informazioni personali del cliente (e-mail, numero d’ordine, ecc.), Una spiegazione approfondita del problema per assisterlo o se la conversazione diventa tesa.

Esempi di modelli di risposta del servizio clienti sui social media

Rispondere a richieste di informazioni


“@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?”

Rispondere alle richieste di servizio


“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)”

Rispondere a commenti positivi

“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.”

Rispondere a recensioni positive


“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.”

Rispondere ai reclami dei clienti


“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)”

Rispondere alle recensioni negative


“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.”

Terminare una conversazione e proseguire


“@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)”

Bonus: perché la tua azienda non può ignorare il servizio clienti sui social media

  • Il 67% dei consumatori utilizza reti di social media come Twitter e Facebook per cercare una soluzione ai problemi e quasi il 70% ha riferito di aver utilizzato i social media per il servizio clienti in almeno un’occasione.(Social Media Today)
  • Il 63% dei consumatori si aspetta effettivamente che le aziende offrano il servizio clienti tramite i propri canali di social media e il 90% degli utenti di social media ha già utilizzato i social media come mezzo per comunicare con un marchio o un’azienda. (Smart Insights).
  • Quando i consumatori raggiungono un marchio sui social media, il 40% si aspetta che i marchi rispondano entro la prima ora, mentre il 79% si aspetta una risposta nelle prime 24 ore. (Sprout Social)
  • È probabile che il 71% dei consumatori che hanno avuto un’esperienza positiva con un marchio sui social media consigli il marchio ai propri amici e familiari. (Ambassador)
  • Un terzo di tutti i reclami dei clienti non ha mai ricevuto risposta, la maggior parte dei quali sui social media. Rispondere a un reclamo aumenta la difesa dei clienti del 25%, mentre non rispondere a un reclamo la diminuisce del 50%. (Convince & Convert)
  • Il 77% degli utenti di Twitter si sente più positivo su un marchio quando ha risposto al proprio Tweet. Le aziende che utilizzano Twitter per il servizio clienti registrano un aumento del 19% nella soddisfazione dei clienti. (Brandwatch)

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