Canned Responses

What are Canned Responses?

A canned response is a quick, standard, and predetermined salutation or reply to a routine question.

Agents can save pre-formulated responses to quickly send out a reply in a conversation, which will help reduce workload, ensure response accuracy, and boost productivity.

Why We Use Canned Responses

Data has consistently shown that speed of service is a significant factor in customer satisfaction and retention. While your generative AI Chat provides instant answers to your customers, it's critical that agents handling multiple chats can quickly respond to common questions to ensure timely service. In addition to increased agent efficiency, we strongly recommend the use of canned responses for several reasons:

• More Response Consistency

• Increased Accuracy

• Higher Customer Satisfaction

• Reduced Workload

• Controlled Brand Voice

Scenarios to Utilize Canned Responses

You have the ability to create canned responses for any escalation scenario you deem necessary; however, we typically see canned responses created for the following situations:

• Greetings

• Managing Complaints/Frustrations

• Handling Objections

• Answers to Common FAQs

• Transfer a Chat to Another Agent/Team

• Scheduling a Demo/Appointment

• Resolving & Closing a Chat