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工作时间／服务时间问题回复模板

工作时间／服务时间问题回复模板

免费社交媒体回复模板帮助企业有效应对客户关于工作时间的问题，提升客户服务效率及声誉。通过使用这些模板，企业可在不同平台提供快速、便捷的客户支持。

技术:

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被最优秀的企业所信赖

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优秀的客户服务是获得更多忠诚客户的重要因素，这些客户还会把企业品牌推荐给他人。

随着社交媒体的越来越受人青睐，对企业来说好处最多的一个策略就是把客户服务扩展到社交媒体渠道。这会带来很多优势，如资源的优化、效率的提高、自动化回复等。

不过，社交媒体客户服务只有有序管理才能取得理想的小姑。这不仅仅关于发送普通的预设信息如“感谢您的来信，我们立即为您解决。”

社交媒体客服代表的工作必须在预定的时间内，所以社交媒体用户应该知道客服的工作时间。客户服务最差的情况就是让顾客等待答复，却不知什么时候能等到。

如果您决定通过社交媒体提供客户服务，并把服务做到位，可以获得很多优势。以下是其中几个。

成本：通过社交媒体提供客户服务的成本低于传统的渠道（如联系中心或邮件），因为一个代表可以同时处理多个客户问题。
效率：社交媒体平台（如Facebook 和 Twitter）可以消除其他渠道会出现的回复缓慢和等待时间等情况。
社交媒体是一种直接、易使用的沟通方式，因为企业与顾客在社交媒体可以实现无障碍沟通，而且是通过顾客自己选择的渠道。
声誉：使用Twitter 和 Facebook客户服务能提升企业的声誉，因为问题是以公开的方式解决。
额外的知识：通过社交媒体的客户服务能让您实时获得顾客的意见和反馈。

Hello [name]!

Thank you for your message. Our customer service on [Facebook/Instagram/Twitter] is available every day from [X] to [Y].

If your matter is urgent, you can also visit our website [link] and message our customer service team using the live chat window – we’re available 24/7 there!

However, if you can wait until tomorrow morning we’re happy to assist you here 🙂

Best,
The [company] team

Hello [name],

Thank you for your message, [name]!

Our [restaurant/office/beauty salon/bar] is open every day from [X] to [Y] between [weekday] and [weekday].

We’d be very happy to see you here!

If you want to book a [table/service/appointment], you can do so via this link [link].

Best,
[company] staff

Hi [name]!

Thank you for reaching out to us. We’re here to help you.

Our opening hours on weekdays are: [opening hours], and we also work on weekends from [X] to [Y].

Talk to you soon!
The [company] team

Hey [name],

We’ve got your message. Our social media opening hours are from [X] to [Y].

That’s why we’ll be able to answer your query tomorrow after [X] at the earliest.

It’s best to contact our customer service team via this contact form [link to a contact form], via email [customer service email], or by calling them at [phone no.]. This is the fastest way to get assistance.

Best,
The [company] social media team

Hi [name]!

Thank you for reaching out. We’re happy that you follow [company] on social media.

If you need assistance with solving your issue, please contact our customer service team by filling out this form [link to a form], calling them at [phone no.], or via the live chat on our website.

We’re available [from X to Y/24/7] there and will be happy to assist you!

Have a great day!

Best,
The [company] social media team

是的-如果您的服务时间有限，应该告知顾客您能够提供协助的时间。最好能够把这些信息放在资料描述中。另外还可以把工作时间放在Facebook信息窗口。如果社交媒体工作时间之外还有其他的客服渠道，也可以告知客户，让他们知道如何获得这种联系方式。

关于这一点没有统一的标准。应该根据工作人员的时间（工作时间越长工资越高）和顾客的活动来决定。比如，如果关注企业的用户通常在“正常”的工作时间（9点至5点）最活跃，可以在这个时间段内提供社交媒体协助。

但是，如果顾客倾向于晚上通过社交媒体联系企业，而早晨并不算很活跃，可以把社交媒体客服时间安排在晚上。

大多数企业都没有必要提供全天候的客户服务。不过，如果您的企业包含跨过业务，顾客分散在不同的时区，最好安排多个客服代表在不同的时间段值班。不久前，一家国际航空公司让用户大跌眼镜，因为他们只在 EDT时区早上8点到下午4点之间提供社交媒体客户服务，对这一类型的企业来说这是在是不可行。

{ “@context”: “https://schema.org”, “@type”: “FAQPage”, “mainEntity”: [{ “@type”: “Question”, “name”: “Should I put opening hours in my social media profile? “, “acceptedAnswer”: { “@type”: “Answer”, “text”: “Yes – if your service times are limited, you should inform your customers about the hours you’re able to assist them. It’s best to put this information in the profile description. ” } }, { “@type”: “Question”, “name”: “What are the typical social media customer service hours?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “There’s no universal rule for that. You should make this decision based on your staff’s availability and your customers’ activity.” } }, { “@type”: “Question”, “name”: “Should I provide 24/7 social media service?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “It’s not necessary for most businesses. However, if your brand operates globally and your customers are based in different time zones, it would be wise to have at least a few customer service reps working different shifts.” } }] }

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