How Canned Responses Could Improve Your Customer Service

First published: August 11, 2021 @ 6:00 pm

Do you know how canned responses can improve your customer service quality?

Small businesses often find it difficult to answer questions, or deal with users who ask the same questions repeatedly. There are many reasons for this, but one of the biggest is that most small businesses have no way (nor time) of training their staff on how to answer the phone and email.

You can’t learn it from an online course, and if you hire someone new you’ll probably end up spending a lot of money training them. It’s a very frustrating customer issue to have, and the only solution is to make a change.

In this article we will discuss on how you can use canned responses to solve this problem.

What Is Canned Responses

A canned response is a pre-written piece of text that you intend to use when answering the phone and email. You will see them all over the place, for example in online forums, customer service hotlines, or even on Twitter.

The best way to describe them is that they are generic replies companies use when answering customer questions or other issues. These are helpful tools to save time your and save money by not having to hire customer service team and to train them on how to continuously re-typing answers to the same, repetitive questions.

With canned response, you provide similar answer for any question you get, from complaints to questions about your product.

For example, if you have a product you are selling online and the customer calls in to complain about it not working, you can simply reply with a saved response that is specific to your product. This way you will not have to waste time trying to train someone on how to deal with this issue.

It will also make sure that your customers always receive the same response and instructions, so that they can understand your policies and services.

How Canned Responses Work

When you call a customer support agents, or when you email their customer support team, you are essentially asking the company for help. Most of the time they’ll just give an automated response that they’ve written down for your use.

They may not even know what you’re talking about, but they will at least give you some kind of answer or explanation. This is where canned responses come in handy.

They take all the information that your company needs to know about your customer and format it into a form that is easy for them to understand.

This way they can respond without having to go through all the steps in writing down an answer themselves, which can take quite some time.

This is also a good way to train your staff on how to answer customer’s questions and complaints, as they will be able to answer the same questions in the future. Make sure that your responses have proper grammar and spelling.

If you have staff who are not native English speakers, you will need to use a translator. This is a time-consuming process, but it will save you money in the long run.

You can include the name of your company and your contact information in the response. This will make it easier for them to contact you in case they have any other questions.

If you are selling a product, make sure that you include all the necessary information on how to use it. You can also provide some tips and instructions for better use of your product.

If your product is defective, or if you are giving a refund, you can include this information in the canned response as well. Canned responses are great because they save you time and money, and allow you to train your staff on how to deal with customer’s questions.

It is very important that all companies keep their canned message up-to-date so that they are as helpful as possible for their customers. If not, it will take time for them to learn about changes existing and new policies that the company has implemented.

It will also be very hard for them to answer new questions about your products or services if they don’t know what these are yet.

The Benefits of Using Canned Responses

As it has been mentioned earlier, there are many benefits that come from using canned responses. Here are some benefits that you can get from using them:

1. Time Saving

The biggest benefit of using canned responses is that it saves you time. This means that you will not have to spend extra time learning how to answer common questions or train your staff on how to do so.

You can simply write down and send it out as soon as possible. It is also important that you make sure that the information in the response is up-to-date, so that it is easy for your customers to understand.

2. Save Money

Canned responses are very cheap, and there are no hidden costs involved in using them. They are pre-written, and you don’t have to pay someone to learn how to use them either.

The only cost involved in using them is the cost of the materials, which can be very low compared to hiring someone new for a whole year or more. You can also use these canned responses when answering any customer’s question or complaint, as they will already be prepared for this purpose.

3. Improve Customer Service

Canned responses help improve customer service at your company by giving them consistent answers and instructions on how to use your products or services correctly and safely. They are also easier for your customers to understand than an actual response written by someone at your company.

Personalized response will also make customers happy and increase customer satisfaction rates because it feels like you or your customer service representatives paid attention to customers by writing quick answers with personal touches.

4. Make Your Company Look Professional

Using canned responses is a great way to make your company look professional and trustworthy. It shows that you care about your customers and the products that you sell, and that you are willing to spend time on them to provide them with excellent customer service.

By using this method, delightful customers would leave a positive review for your company, and could be resulted in the increase of conversion rate.

If you are looking for a way to maintain an excellent customer service without having to spend more money on hiring and training new people, WorkDeputy is for you. Our platform provides easy-to-use canned response software that will help you improve your customer service and maximize your business growth.