Canned responses are a great way to respond to your customers more effectively. You can prepare short messages, links, or even entire articles in your database and use them at any moment during the conversation.
Ready-made answers and their usefulness
At Tidio, we understand that canned responses are pre-defined answers to the most common questions customers have when visiting your website. Using canned responses comes with several key benefits:
Time saving
Predefined canned responses can improve your efficiency and reduce the time you spend on conversations as you answer many questions every day.
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Improve your team’s confidence in solving common customer issues. Help your call operators be prepared for customer questions with ready-to-use answers.
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Your brand voice is important, as are the messages your callers send on behalf of your business. Canned responses can help you set the tone of your messages to ensure customer satisfaction.
Easy management
You can organize your prepared answers with tags that will allow you to create separate categories for easy management and increased searchability.
Adding canned responses
To add a new canned response, go to the Settings category.> Ready answers :
Click the Add New Canned Reply button in the upper left corner to create a new reply:
You will see a new window where you can type your canned response and decide whether you want the response to remain private (just for you) or visible to all agents.
Your private answers will be displayed in their own category, visible only to you:
You can also use tags to organize your canned responses into categories based on customer questions or as names for specific canned responses to quickly find them during the conversation.
You can select existing tags from the drop-down list after clicking the Add Tags field or create a new one by starting to type a new tag name.
Tags help you easily find the right canned response by typing the tag itself during a conversation:
…or by accessing the list of comments from the tag list:
Create a canned response from the conversation
You can also create a new canned reply directly from the conversation area. To add a new canned reply, hover over a message that has already been sent and click the lightning bolt icon on the right.
You will see a new window where you can edit the canned response, add tags, and set whether the response will be private or visible to all agents.
Sending a prepared answer
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To send a canned response during a conversation with your customer, click the Canned Responses icon at the bottom left of your conversation:
…or type ” / ” (slash) in the text box in your conversation panel).
You can now select the response from the list of all responses or search the categories on the left side to quickly find a problem style and organized answers.
Use the Tab key to move between the ready-to-flow answer sections for easy navigation.
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You can also use canned responses when you write emails (replying to existing tickets or creating new ones). Inside the ticket creation screen, you’ll find the canned responses icon at the bottom:
The same icon will be available when you reply within existing tickets:
Start a flow
Flow may be useful here if you need to prepare long messages with links or images.
You can start a flow during your conversation by opening the flow list at the bottom, or by typing ” / ” (slash) + Tab and selecting a flow from the list – the method is the same as with canned responses.
If you’d like to know more, you can check out our article on live chat flows.
Ready-made answers and their usefulness
Canned responses are not only a convenient tool, but also a strategy that can elevate your customer experience. When customers receive quick and accurate answers, they feel valued and understand that your business takes them seriously.
Improving the customer experience
Using canned responses can improve the customer experience in several ways:
- Speed of response: Customers expect quick answers, and ready-made answers allow you to provide the required information quickly.
- Accuracy: Canned answers are written in advance, which reduces the risk of errors in answers.
- Consistent customer service: Every customer receives the same answer to a similar question, ensuring uniformity in service.
Using canned responses in live conversations
When using canned responses in live chat, it’s important to maintain a personal touch. Customers appreciate it when they feel like they’re talking to them and not a robot. So, it’s a good idea to combine canned responses with personalized responses.
Examples of using canned responses
Here are some examples of using canned responses:
- Answers to frequently asked questions: Prepare answers to questions like “What are your hours of operation?” or “How can I change my password?”.
- Answers for special cases: Preparing answers for cases such as “What to do if I am not satisfied with the product?”.
- Answers with links: Prepare answers that contain links to articles or guides on your site.
summary
Canned responses are an essential tool for improving your service. They save time, improve the confidence of your team, and help maintain your brand voice. Investing in canned responses will pay off in the long run.