15 of the Best Canned Responses Examples You Should Use with SwiftChat
Chat agents have to deal with multiple online visitors, often at the same time, and to cater them all well and fast you need to have some best canned responses examples saved to keep you going in busiest times.
Responding to multiple and often repetitive chats becomes a lot easier with canned responses.
Canned response meaning
Canned responses can be summarized as the quick, on-hand responses your chat agents can send to your online visitors.
The core advantage of having canned answers or questions is that your chat agents become more efficient.
Not only efficiency, but a well-written, customer-centric response can help your audience and put in the foundation for a long and positive relationship with potential customers.
Here are 15 of The Best Canned Responses Examples That You Can Use With Swiftchat
Greeting online visitors and customers.
First impressions matter.
Your first couple of words will show exactly what an online visitor means to your website and, in a broader sense, your business.
A pretty basic greeting would be something like:
“Hi there, if you need any help, I’m right here.”
This simple greeting lets your visitor know that they have your attention. It also lets your audience know that you’re ready to help them if they might need any.
If the person on the other end is a frequent visitor to your website, then you’ll have a lot of their information stored in the CRM.
You can start the conversation in the way that has had the best responses from this particular contact.
Responding to customer inquiries.
Your canned responses need to be thoughtful.
The way you deal with customer inquiries needs to be professional but comforting at the same time. Realize that your online visitors probably need some help with something and that it matters to them.
Being gentle and understanding will help you figure out what your audience is dealing with.
You need to realize that you can later convert them in to recurring customers by answering a customer inquiry. A positive experience on your website will help differentiate you from your less caring competitors.
If a customer asks what happened to their ticket, you can use this sort of a canned answer:
“We have received your ticket, and our team is working on it. Here’s an update: [mention the update].”
“Hey [name], our team has received your ticket. I will give you a quick update ASAP.”
“Your ticket has been received and is in queue. Would you like help with anything else?”
Addressing customer issues.
Customer issues need to be addressed ASAP. The whole point of having a live chat feature on your website is to ensure that you can meet your audience’s demand.
When responding to customer issues, you need to understand their feelings and what they are going through.
Most customers will be upset, if not angry, that they have faced an issue on your website. Make sure that none of your responses provoke them further. Deescalate the situation by giving them the facts on what you and your team are doing to help.
“I can understand that you’re stressed out. Here is what our team is doing to help you:”
“I apologize for the inconvenience. I’ve let my team know about your issue and will update you soon.”
Responding to discount requests.
Customers want to get the best price, and who can blame them?
If you want to run a business online, you will need to run discounts. Dealing with discount requests is a crucial part of customer support.
There may be times when a potential customer asks about a discount that you might no longer offer or something of a similar nature. These kinds of questions are common if your marketing department has just run a significant campaign.
Customer support agents should have a pretty sound idea of the kinds of messages they can receive from their audience. In almost all industries and across the board, people will ask for discounts.
Here are some of the best canned responses you can use for discount requests:
“I’m connecting you to a sales representative to walk you through the discount process.”
“Unfortunately, the discount on [product] is no longer available. Here are some alternatives that are still available at a discount:”
“Yes, we’re running a discount offer for these products. You can find them here:”
“We’re not offering discounts at the moment. Is there anything else I can help you with?”
Responding to refund requests.
Like discount requests, refunds requests are pretty common messages that customer support agents have to deal with.
Even if your business does not provide refunds, you should let your customers know that in a subtle way. Refund requests happen when customers are not satisfied with your product or service.
In the case that the customer has decided to leave, you should make this process seamless. Professional conduct is not only appreciated but is also remembered.
Here are some canned answers for this scenario:
“We’re sad to see you go. For more details on claiming your refund, visit here [link].
Before you go, let us know how we can improve our product.”
“Unfortunately, we have a no refund policy. You can continue to use our product until you cancel your subscription.”
Replying to customer concerns.
When choosing a product or service, people will compare different vendors and pick one that meets their needs.
In these scenarios, you will probably be put against different competitors offering the same solution, more or less. To woe your customers, it is vital that you provide a more personalized and positive user experience.
If you can facilitate the potential customer and address their concerns the right way, you will convert them into paying customers. Then all you need to ensure is that you maintain the relationship later on.
“I can understand your concerns. Please visit this page for more details on how our product is best for you:”
“I can connect you with our customer success manager to discuss how our solution can cater to your specific needs.”
“Our product can definitely fulfill your requirements. Here’s how:”
The customer has mistaken you for some other business.
While not as common as other instances, something like this can happen from time to time.
A visitor confusing you for another website or ecommerce store is a possibility if you have keywords in your domain name. People tend to remember something similar and type that in a search engine.
While this might seem like an annoyance as you have to deal with several people constantly. It can become an opportunity if you treat it like one.
Let these mistaken website visitors know that they are probably on the wrong website. But follow up by letting them know what your website is about and see where it gets you.
Although the conversion rate for these people would be fairly low, it doesn’t make any sense to waste this opportunity to increase brand awareness at the very least.
“I think you’ve mistaken us for someone else. We provide these products and services:”
“Maybe you’re confusing us for someone else. We don’t provide these services.”
“Hey, I think you’re on the wrong website, but would you like to know what we’re all about?”
Highlighting your plus points and USPs.
Every business has a set of features and benefits that it does better than anyone else.
By using a live chat, you can convey these facts when a visitor is at a point where they might be interested in making a purchase.
Capitalizing on these opportunities is vital for your business as your sales team relies on these opportunities.
If a potential customer asks you something along the lines of what separates you from your competitors, then you might want to use these canned responses:
“Here is how we’re different from our competitors: [highlight USPs]”
“We have a whole page dedicated to what makes us better in this industry. Check it out here:”
Updating a customer is essential. Doing it before your customer asks for an update is the sign of a proactive customer support agent.
This leaves a positive and lasting impression on your audience.
Here are some canned answers that you can use when updating your customers or visitors:
“Your ticket has been resolved. Please check on your end to confirm.”
“Our team will need a further [time] hours to get this issue fixed.”
“Your message has been received. A relevant team member will reach out to you soon.”
“Your ticket is in queue. It should take [time] hours for it to be resolved.”
Processing customer complaints.
It is essential to let customers know what’s happening and what they can expect when processing customer complaints.
Providing a step-by-step update on how complaints are being processed will make your business as a whole look more reliable, professional, and trustworthy.
Here are some canned responses examples that you can use in this scenario:
“Your complaint is in queue. You can expect a response from our team in [time] hours.”
“Your complaint has been forwarded to [department’s name] department. Is there anything else I can help you with?”
“Your complaint has been rejected by our team. Here’s why:”
Requesting more information.
There will be certain times when you will need to get more information from your visitors to help them properly.
If your online visitors are having a hard time navigating your website or are dealing with something else, it becomes vital to understand precisely what they are going through.
Requesting more information from your online visitors helps you give constructive advice and support. It also gives you a bit of time that can be used to bring on your manager and take hold of the conversation if need be.
Here are some canned responses examples that you can use to request more information:
“Could you give me more details on this?”
“Is there anything you’d like to add?”
“Please send me screenshots of the problem.”
Letting customers know that their requests have been elevated.
In some cases, you will find yourself not the right person to handle the query or give advice. You will need to relay the problem to your manager or a related team member to address the problem and provide updates as required or necessary.
You can choose to be proactive in this scenario and let your visitor know that their request has been elevated and that you will give them updates as soon as possible.
Here are some of the canned responses you can use in this scenario:
“[name], your request has been elevated to [concerned department/person]. Will send an update soon.”
“Your request is being elevated. I will update you ASAP.”
Evaluating chat satisfaction.
Chat satisfaction is vital to ensuring that you’re properly addressing your online visitor’s needs.
If visitors leave your website without having their questions answers, they might not choose you next time and most certainly will not recommend you to someone.
Potential customers can also be turned away if your canned answer is not satisfactory.
Being proactive and taking an in-depth approach to customer service will help you increase sales and help foster brand loyalty.
Measuring chat satisfaction may or may not be straightforward. People’s experiences are complex, so you may need to use something like the following responses.
“How would you rate our chat responses today?”
“Are you satisfied with today’s chat? If not, then how can we provide a better experience?”
Asking for customer feedback.
Getting good customer feedback is necessary to keep improving your on-site experience and increase brand loyalty.
To get the most out of SwiftChat, you should ask for customer feedback towards the end of every conversation.
It also helps you evaluate your chat agent’s performance and how they can improve it.
Here are some canned questions that you can use to ask for feedback:
“Was I able to help you out?”
“Are you satisfied with the chat support today?”
Concluding the conversation.
Concluding a conversation doesn’t mean that you can end it any way you like.
To build a positive brand image, your ending messages need to be genuine and inviting.
Ending the conversation with a proper canned response is a great way to conclude chats.
Here are some of the best canned responses you can use for this scenario:
“Have a great day.
Let me know if I can be of any further help or assistance.”
“Thanks for the chat.
Looking forward to your patronage.”
Canned responses can undoubtedly help your chat agents reduce their response times and ability to handle multiple chats simultaneously.
Having these responses sorted out beforehand will allow you to have a consistent brand narrative. Chat agents won’t need to come up with responses on the spot and avoid typos or spelling errors.
Improving and discussing these canned responses examples with your team will help your chat support team improve and provide value to your online visitors.