What are canned responses?
Definition: Canned responses are pre-defined replies to common customer inquiries or frequently asked questions.
They are used in customer support interactions to save time and ensure consistent messaging when addressing repetitive or predictable questions.
They help support agents to respond more quickly and efficiently, resulting in improved resolution rate, higher CSAT, and enhanced customer satisfaction.
However, it is essential to personalize them as needed to avoid sounding robotic or impersonal in customer interactions.
Examples of canned responses
Account creation confirmation:
Subject: Welcome to [Company Name] - Your Account Has Been Created
Dear [Customer's Name],
Thank you for signing up with [Company Name]! Your account has been successfully created. To access your account, please log in using your registered email address and password.
If you have any questions or need assistance, feel free to reach out to our support team at [Support Email] or [Support Phone Number].
Welcome aboard and happy [shopping/browsing/using our service]!
[Company Name] Support Team
Placing a customer on hold:
"Thank you for providing that information, [Customer's Name]. Please allow me a moment to look into your issue. I appreciate your patience."
Best practices for creating canned responses
- Be short and clear
- Use a friendly tone
- Personalize the message with customer names and relevant details
- Maintain a professional and consistent style
- Check spelling and grammar
- Create separate responses for different scenarios
- Update messages regularly based on customer feedback and changing company policies.