Best Practices

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

Greetings

• 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.

Complaints/Frustrations

• I want to make sure we address your concerns. Could you please provide me with more details about the incident?

• I’m sorry to hear that you’re experiencing this issue. I can understand how that must be frustrating. Let's see how we can resolve this together.

• Thank you for bringing this to our attention, [Customer Name]. I’m on it, and I’ll do my best to get this sorted out promptly.

Handling Objections

• Price Concerns: I understand that budget is a key consideration for you. Our product may have a higher upfront cost, but it offers [explain the value, e.g., longer durability, better support]. Would it help if I explained more about its long-term value?

• Needs More Time To Decide: Absolutely! It's important to make the right decision. I'm here to answer any further questions whenever you're ready. Would you like me to follow up after a certain period?

• General Hesitation: It sounds like you might have some reservations. I’m here to help you with any questions or concerns. Is there anything specific you would like to discuss further?

Answering Common FAQs

• I can assist with that! To renew your membership, [provide steps or link]. If you need help with this, I’m right here to guide you.

• Based on what you’ve described, I suggest [Solution]. Would that work for you?

• I'm here to help! Could you please describe the problem in more detail, or let me know the error message you're seeing?

Chat Transfers

• 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.

Scheduling a Demo/Appointment

• I'm glad to hear you're interested in scheduling a site visit! Could you please let me know a convenient date and time for you? I'll check our availability and confirm as soon as possible.

• To make the most of our next call, could you share what specific aspects of our [product/service] you're most interested in? This will help us tailor the conversation to your needs.

• Scheduling with us is straightforward. You can book an appointment by [provide booking instructions]. If you'd like, I can also help you set up an appointment right now.

Resolving & Closing a Chat

• It seems like you’re away from your keyboard. I’m going to close this chat for now, but if you have more questions later, feel free to start a new chat.

• Remember, you can also find helpful resources and FAQs on our website. Feel free to explore these anytime. Thank you for chatting with us!

• We're here to help! If you have any more questions or run into any other issues, please don't hesitate to reach out.

• I’m glad we could resolve this for you. Is there anything else I can assist you with today?

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!

1. Start by adding a new canned response or selecting an existing one

2. In the message where you'd like to add a field, type "{{"

3. In the exposed popup, select the field you'd like to add and finish the rest of the message.

Example:

Hello {{contact.first_name}}, this is {{agent.first_name}} from the group sales team. How can I help you today? 

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.