电子邮件模版
普通回复模板

普通回复模板

该页面提供社交媒体普通回复模板，包括快速回复、拼写检查及工作时间等问题的回复。还介绍了直接信息的意义和回复示例，帮助企业在社交媒体上提高客户服务质量。

技术:

什么是直接信息？为何很重要？社交媒体普通回复模板举例社交媒体普通回复社交媒体普通回复-针对破损、有问题的订单信息社交媒体普通回复-有关补充货源的回答社交媒体普通回复-回答有关订单状态的问题社交媒体普通回复-针对顾客寻求帮助的回复，因为在其他渠道没有得到相应的回应社交媒体沟通-基本准则凸显在线个性前后一致快速回复注意拼写错误和语法错误社交媒体普通回复-常见问题直接信息应该有多长？我如何称呼他们？我是否可以储存给我发送直接消息的用户数据？

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Facebook或Instagram 上的直接信息重要吗？大多数企业认为在社交媒体上通过直接信息发送的消息没有邮件重要。

其实恰恰相反！大多数用户使用社交媒体的时间远远超过邮箱。所以企业需要在社交媒体和其他沟通渠道提供优秀的客户服务，并回复来自顾客的每一条信息。

什么是直接信息？为何很重要？

直接信息是由社交媒体用户向另一个用户或企业帐户发送的私人信息。这类信息只对发送收件人可见，所以非常特别。

就点开率来说，来自Facebook 或Instagram的直接信息点开率很高，超过60%，甚至80%，而普通的邮件点开率只有15-25%（来源）。您的品牌在社交媒体越活越，收件箱的作用就越大。

Hey there, [name]!

Thank you for contacting us!

My name is [rep’s name], and I’d be happy to assist you today.

Could you specify your request so that I can try to help you, or pass your message on to a colleague who will contact you ASAP?

Best,
[rep’s name]

P.S. If you like the content we post on our profile, how about you share our posts from time to time? It will help us reach more followers and grow our social media presence <3

Hello [name],

Thank you for notifying us about the problem with your order.

We are sorry that you received a [faulty/damaged] product, and we promise that this issue will be resolved as soon as possible!

Please provide us with the following information so that we can start the return process:

Order number, which you can find in your confirmation email or on the package.
Details about the faulty product.
Description of the problem.

As soon as you provide us with more details, we will inform you about the next steps.

Best,
The [company] customer service team

Hi [name],

We’re glad that you are interested in our [product/service].

As you may have noticed, this product is currently out of stock. However, it will be available again on the [date].

As we will be restocking a limited number of items, we recommend that you sign up for a reminder list. Once you add your email, our system will notify you when the desired [product/service] is in stock again.

Good luck and happy shopping!

Best,
[name of a representative] from the [company] team

Hey [name],

Thank you for reaching out.

I’ve just checked the status of your order no. [order no.]. It has just been [packaged/shipped/delivered to a pick-up point], so you will receive it in [number of days] days.

You can track your order by following this link [link].

If you have any other questions, feel free to message me.

Best,
[name of a representative] from the [company] team

Hi [name],

Thank you for messaging and notifying us about that situation. I’m sorry you had to wait for so long without being contacted by our team.

If you submitted your inquiry via email, contact form, or live chat, you should have received a confirmation email with a dedicated ticket number assigned to your inquiry.

Could you please check that message and let me know the number of your ticket?

I will check the status of your inquiry right after you give me these details and will get back to you with more information and the next steps.

Sorry for the inconvenience!

Regards,
The [company] customer service team

凸显在线个性

凸显您的个性。您需要与他人打交道，所以应该展现透明、诚恳和理解的一面。向顾客表达您的价值观或企业的品牌价值观。

前后一致

确保社交媒体上公开和私下的沟通语气一致。如果公开发文的语言轻松愉快、通俗易懂，与用户的直接信息也应该体现这些优点。不需要太正式。否则信息发送者会怀疑前后是否是一家企业。

快速回复

社交媒体是不会下班的渠道。不论内容是什么，应该尽快回复信息和评论。

注意拼写错误和语法错误

确保代表企业与用户沟通的工作人员知道如何准确地书写。如果他们有疑问，可以推荐他们使用拼写检查软件，或寻求编辑的帮助。

直接信息应该有多长？

不一定，没有统一的标准。不过，在线信息不应该太长，与顾客的回复也不能太突兀。这类信息不属于通过邮件发送的销售信息，您不需要在2-3句话内抓住顾客的注意力。潜在客户或现有客户给您发信息时，应该抓住这个机会然他们对企业的产品或服务心动。

首先要与信息发送者打招呼，信息中尽量涵盖所有内容。社交媒体的沟通比起邮件来说没那么正式，而且一般是实时进行，所以在步入正轨之前可以先搭讪几句。

我如何称呼他们？

社交媒体沟通不需要很正式，而且如果有人给公司发送直接消息，您就已经知道他的姓名了。所以我们建议称呼信息发送者的姓即可。如果头像显示对方年纪较大，可以加上“先生／女士”，但是在社交媒体沟通中并不是很常见。

不要忘了使用表情，表情是社交媒体的第二语言。

我是否可以储存给我发送直接消息的用户数据？

这取决于本地的隐私法和平台的使用规则。您可以使用工具在企业的社交媒体收件箱组织信息，但是不要把直接社交媒体信息当作邮箱推销的渠道。这样做很有可能会导致社交媒体封号。

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{ “@context”: “https://schema.org”, “@type”: “FAQPage”, “mainEntity”: [{ “@type”: “Question”, “name”: “How long should my direct messages be?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “It really depends, and there’s no general rule. Communication on social media is less formal, so you can allow yourself to make some small talk before getting into the details. However, direct messages shouldn’t be too long.” } }, { “@type”: “Question”, “name”: “How should I address users?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “Social media communication is rather informal, plus if someone sends your company a direct message then you already know their name. That’s why we’d suggest addressing senders by their first name to shorten the distance. If a profile picture indicates that you are dealing with an older person then you may decide to put Sir/Madam at the beginning of your message, but it’s pretty unusual in social media communication. ” } }, { “@type”: “Question”, “name”: “Can I store the data of users who have sent direct messages?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “This depends on local privacy laws and the terms of use of a particular platform. You can use a tool to organize messages in a business social media inbox, but don’t treat direct social media messages as another channel for cold emailing. It’s a highly unusual practice that could result in a social media platform banning your account.” } }] }

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