Gratis proefperiode

Helpdesksjablonen

Uit een onderzoek bleek dat 69% van de consumenten de kwaliteit van een klantenervaring beoordeelt op basis van het feit of ze een “snelle oplossing” krijgen op hun vragen of verzoeken om hulp. Het steeds opnieuw handmatig opstellen van dezelfde antwoorden bij interactie met klanten kan echter uiterst inefficiënt en tijdrovend zijn, zelfs voor de meest bekwame medewerkers van de klantenservice. Dat is waar ingeblikte berichten erg handig zijn. In feite zijn standaardantwoorden (macro’s), vooraf gedefinieerde antwoorden en kant-en-klare sjablonen een van de meest onmisbare helpdesk functies waarmee ondersteuningsmedewerkers hun efficiëntie en prestaties kunnen verbeteren, de klantenondersteuning kunnen versnellen en de klantentevredenheid kunnen vergroten.

Helpdesksjablonen
Bewaar onze helpdesksjablonen als standaardberichten en gebruik ze wanneer u maar wilt

Waarom antwoordsjablonen voor helpdesks gebruiken?

  • Help agenten tijd en moeite te besparen bij het afhandelen van veelvoorkomende verzoeken, laat ze zich concentreren op serieuzere vragen, zorg voor minder fouten en verhoog de productiviteit van vertegenwoordigers;
  • Helpen om consistentie te behouden in de snelheid van het oplossen van tickets en de merkstem die van invloed is op de algemene kwaliteit van klantenondersteuning en klantenservice;
  • Help vertegenwoordigers om moeilijke gesprekken gemakkelijker af te handelen, zoals klanten vertellen dat u geen functie gaat bouwen die ze wilden of een terugbetalingsverzoek weigeren;
  • Omdat standaardberichten en sjablonen geen automatische antwoorden zijn, kunnen agenten ze gemakkelijk aanpassen en een persoonlijk tintje toevoegen voordat ze worden verzonden om de klantentevredenheid te verbeteren.

10 voorbeelden van antwoordsjablonen voor helpdesks

Hieronder staan 10 voorbeelden van helpdesk-antwoorden voor enkele van de meest voorkomende problemen en ondersteuningsvragen die uw vertegenwoordigers kunnen aanpassen, personaliseren en gebruiken in hun dagelijkse ondersteuningsinteracties.

Bevestigen dat er een ondersteuningsverzoek is ontvangen


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]

Reageren op informatieverzoek


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]

Verzoek om wachtwoord opnieuw in te stellen


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]

Klant vraagt om een functie die op uw routekaart staat


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]

Klant vraagt om een functie die u niet gaat bouwen


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]

Klant vraagt om een functie die is verwijderd


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]

Een teruggaveverzoek accepteren


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]

Een teruggaveverzoek weigeren


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]

Privacybeleid


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]

Abonnementsverzoek annuleren


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]

Helpdesksjablonen – Veelgestelde vragen

Wat is een emailsjabloon?

Een emailsjabloon is een bericht dat u kunt hergebruiken in uw emailcorrespondentie met klanten. Sjablonen worden vaak gebruikt voor consistentie en om tijd te besparen.

Kunt u sjablonen maken in uw helpdesksoftware?

Absoluut. LiveAgent is helpdesksoftware waarmee u sjablonen kunt maken voor zowel agenten als klanten om tijd te besparen. Als u meer wilt weten, bekijk dan de functie Emailsjablonen.

Wat is een helpdesk?

Een helpdesk is een afdeling in een organisatie die klanten en gebruikers ondersteunt.

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