When creating/reviewing your organization's canned responses, we recommend considering the following:
Save Room For Personalization: Even though canned responses are pre-written, they should include opportunities for personalization. Including a place within a response to add the customer's name or other specific details relevant to their query or situation enhances the user experience. Remember that the perfect canned response won't sound canned at all.
Keep it Short and Simple: Messages should be clear to understand and to the point. Avoid jargon or overly technical language unless it's appropriate for your audience.
Consider Your Brand Voice: Ensure that the tone of your canned responses matches your brand's voice and is appropriate for your audience. Whether it's formal, friendly, or somewhere in between, consistency is key.
Regular Updates: Periodically review and update your canned responses. This ensures they stay relevant, accurate, and aligned with any changes in your products, services, or voice.
Avoid Overuse: Be cautious not to over-rely on canned responses. They are a tool to aid communication, not replace personalized interaction, especially in complex or sensitive situations.
Examples of Canned Responses
Hi, [Name]! This is [My Name] from the Sales Team. How can I assist you today?
Welcome to [city]! How can we make your time here truly exciting and filled with memorable experiences?
Hello! How can we make your visit unforgettable? Let us know how we can assist you.
To better assist you with your specific inquiry, [Customer Name], I will transfer you to our [specific department/team]. They are experts in this area and will be able to provide you with the best support.
Thank you for your patience. I'm going to connect you with [Agent Name/Department], who specializes in this matter. One moment, please.
You're now connected with [Agent/Team Name]. They have all the details of our conversation and will continue assisting you. Thank you for your patience.
I understand the seriousness of this issue. Let me connect you with my supervisor who can assist further with this matter.
Did you know you can program canned responses to automatically fill in key information such as the assigned agent's name, user's first name, emails, phone numbers, etc? Follow the instructions below to add this to your company!
Start by adding a new canned response or selecting an existing one
In the message where you'd like to add a field, type "{{"
In the exposed popup, select the field you'd like to add and finish the rest of the message.
Example:
Note: If the information for a specific field is not available, that space in your message will be blank. Always ensure you've reviewed the content before sending a message.
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