You probably spend a lot of time in customer service answering the same queries. For common questions, your customers likely want answers right away. Considering these points, there is a seamless solution: canned responses. Using canned responses is a valuable customer service trick that enhances customer support. In this blog, I will walk you through some commonly used canned responses and explain them.
What is a canned response?
Canned responses are prewritten texts used by help desks that allow support agents to send quick replies to customer queries. A list of canned responses can save support agents time by allowing them to provide fast resolutions to more customers, thereby increasing the overall efficiency of the company’s customer service.
Benefits of canned responses
Canned responses play a major role in customer service to keep customers engaged. Using predefined messages enrich the conversation by providing rapid and precise information. It benefits both sides—the company and the customer. Quick responses to customer questions show agents’ responsiveness and enhance the support team’s productivity.
Check out our benefits of canned responses blog to learn more about why you should use them.
How to create canned responses
Creating canned responses can help you avoid typing the same responses over and over during customer conversations so that you can be more efficient. However, rather than just slamming out a few responses that you know you’ve typed before, there are a few guidelines worth adhering to when writing canned responses to help make the conversations they’re employed in more productive and increase customer satisfaction.
Collect frequently asked questions
To create canned responses, identify the queries frequently raised by customers. Doing so clarifies the most common issues, and from there you can develop the best canned messages.
Write accurate replies
Make sure the customers receive accurate information from your prewritten responses. Correct responses improve customer engagement and provide a wonderful experience.
Provide clear and concise messages
It is crucial to keep the messages concise and impactful when developing them. Doing so allows for quick information distribution.
Personalize your messages
Even canned responses can sparkle when they are personalized. When receiving a customized response, customers experience a deeper connection in addition to having their problems resolved right away.
Include a call to action (CTA)
You can make your canned responses more effective by including a CTA. Giving clients a course of action to follow enables them to explore other topics related to their issue for their benefit.
Canned response examples for emails
We’ve collected some of our own frequently received queries and created canned responses for them. Here, we provide some of them that you can apply in your own scenarios.
The first impression makes the strongest impression on customers. Once we receive a client’s request, we have to acknowledge them to make sure they know we are working on it.
Use the following canned message as an acknowledgment:
We have received your support request and a ticket has been created. An agent from our Internal Support team will be responding soon.
Require more information from the customer
If you need some more information to handle the customer’s issue, ask the customer to provide it. You can rephrase the response text based on your requirements. Here is one example:
I need a little bit of information before we continue so I can access your account. Would you please answer a few questions for me?
Working for a long time on an issue
Some support issues take a long time to resolve. When the time need to fix the issue increases, your client’s patience decreases. So, inform them that you’re making every effort to find a solution and that you’ll keep them updated. After that, fulfill your promise. This demonstrates how much your company values the customer’s experience, even after the sale.
Our support team is actively working to resolve your [ISSUE]. Your request is being given top priority, and I’ll see to it that the problem is fixed over the weekend. I appreciate your patience.
If a customer submits multiple queries related to various departments in a single ticket, you need to split the ticket so that it can be managed properly. In this situation, you can use the following message:
This ticket includes multiple queries, so we are separating them into a new ticket IDs on your behalf. Please follow the updates for this query with this ticket ID.
In the future, if you have new questions about our product that are unrelated to the open ticket, please open a new ticket instead of posting them in the open ticket.
Sometimes customers may submit a query that you have already resolved. In this case, you may use the previous solution and ask the customer to check whether their issue is cleared. If it is not, ask them to send you a sample for further processing.
Could you please try the previous solution and let me know whether the reported issue has been resolved? If you are still receiving the same problem, please share your working sample or change the attached sample to replicate the reported issue. We will provide a solution as soon as possible.
Closing ticket after resolving the issue
Customers may sometimes forget to respond about their resolved issue, and you’re stuck needing to close the ticket in your workflow. In that situation, you can use the following canned message:
As we have not heard from you since our last update, we are scheduled to mark this ticket as closed, considering your issue has been resolved. Please open a new ticket if you have any other concerns or reopen this ticket if you want us to follow up with this issue. We are always happy to assist you.
Closing ticket without knowing issue status
When you’re waiting for a reply from the customer and you don’t receive it, then you can close the ticket by providing the following message:
As we have not heard from you since our last update, we are closing the ticket now. Please create a new ticket if you have any other concerns or reopen this ticket if you want us to follow up on this issue. As always, we are happy to assist you.
Customers expect a quick resolution when they submit a request. Sending quick responses a customer service essential. Real-time customer service also increases customer happiness.
Canned responses make it easier for agents to provide updates following ticket resolutions.
We are pleased to hear that the reported issue is resolved on your end. If you face any other issues, we suggest you open a new ticket. Could you please confirm whether we can close this ticket since the reported issue is resolved?
Respond to customer feedback
Whatever response you may receive, either positive or negative, it helps shape and improve the productivity of the company. Customers share their opinions about your service or products, which are valuable. You can create canned responses for showing gratitude to customers for sharing their feedback.
Thank you for your valuable feedback. This will help us going forward, and we will continue to deliver you an excellent experience.
We have to treat every customer with respect, and we should thank them for choosing our product or service over the competition’s. Be thankful for the chance to demonstrate the quality of your product or service and for the customer spending their money with you. You can use the following response to show your gratitude:
Thanks for confirming that the provided solution resolved your reported issue at your end. Please let us know if you need any further assistance on this. As always, we are happy to assist you.
With the examples of canned responses listed above, you can efficiently interact with customers by sending them precise and quick responses. In order to raise customer satisfaction levels and boost customer retention rates, your support teams should consider using canned responses.
Well-framed canned messages improve consumer engagement and provide a great customer experience. Happy clients become loyal, which raises their retention rate. Canned responses are one of the best ways to raise support team productivity KPIs and improve customer happiness.
Moreover, using the appropriate tools to deploy canned responses and support across all of your platforms is even more crucial. We’re here to assist.
Try using BoldDesk, which helps you send timely responses to your customers and thereby increases your support team’s productivity. Start a 15-day free trial on BoldDesk.com. For more information, contact BoldDesk support.