In a customer service team, responding to inquiries quickly and with the top ratings can earn you all the social respect you require. Canned responses are helpful in this situation.
Canned responses have two uses:
Canned responses can, however, lead to a poor user experience if used carelessly, so be sure to read the tips and techniques section.
“Greetings, [Customer Name]
I appreciate you getting in contact. My name is [Agent Name], and today I will be helping you. Give me a moment to consider your question.”
Similarly, here’s one for questions from visitors:
“Hello, and thanks for coming to [Website Name]! I’m [Agent name] and I’ll help you out today.”
You can’t start a conversation without introducing yourself, can you? To offer diversity to repeat consumers, save a few distinct variations.
“This is where you can find our return policy: [URL]”
Keep track of the links that your clients frequently request so you can swiftly point them in the direction of the page they need.
Let’s say you purposefully exclude or conceal your pricing page from your website. Customers frequently inquire about rates, so it is wise to be prepared with an answer in advance.
Your needs and the extent of the job will determine our fees. Would you like to speak with our representative over a quick phone conversation to discuss your needs?”
Do you have any further questions concerning our plans?”
“Thank you, and good luck with the rest of your day.”
It is appropriate to respond when a customer bids you farewell. But if you’ve repeated it a hundred times during your shift, it could be hard to maintain your excitement and friendliness. To make things simpler, use a canned response.
People usually inquire about particular features in firms where features are crucial. Having a thorough response ready in such situations is a prudent move.
Listing all the feature requests is another smart move. Later, when developing customer-centric products, you might consult that list.
The following are a few possible answers to the question: Do you have [X] feature?
Unfortunately, X is not something we currently offer. But we’re launching it the following month. Do you want to be notified when it happens?”
If you have an online store, you presumably conduct numerous promotional campaigns. To remember unique offers and discount codes at a later time, save them as programmed responses.
Write a scripted answer for those chat inquiries, whether or not you have coupons for them.
To improve customer service and experience, it is essential to get client input. Additionally, it’s a fantastic place to end the live chat.
Sincerely apologizing for the mistake the agent or the company made is a live chat best practice. And you can create canned responses for common mistakes like delayed responses, late shipping, website downtime, etc.
Step 1: Prepare your pre-written messages and save them in Settings
Step 2: To use a canned response in chat, click on the Canned Response icon and choose the message you want to send to your customer.
Or if you find yourself sending the same reply yet another time, you can save it with just one click.
Step 1: After responding to the customer’s query, click the Save as canned response icon while your mouse is over your message.
Step 2: A pop-up box will appear where you may alter the message. Finally, to keep changes, hit Create.
When appropriately utilized, canned responses are one of the best options to raise team productivity KPIs and improve customer happiness.
With the examples of prefabricated responses discussed above, you can interact with customers by sending them precise and quick answers.
Join Chative to increase team efficiency while helping your customers respond promptly to their questions.