Save Time With Live Chat Canned Responses

What you’ll learn in this article:

– How to use live chat canned responses to save time
– What effective canned responses look like (+ a bonus PDF list of ready to use responses to get started)

 

So you’ve installed live chat, but what now? Do you need to add the job of operating live chat to the multitude of tasks you already take care of or is there an easier solution?

Canned responses.

I know, I know, you’ve come to know, that Customericare is against the usage of canned responses. Well, we like to call them “quick responses”, thus avoiding the negative stereotypical attachment to bad customer service, and robot-like answers. Essentially, quick responses are meant to help you somewhat automate your customer service, by having a set of pre-written responses, so both you, and the customer save time. For the purpose of understanding, I will refer to them as “canned responses”.

However, don’t let live chat canned responses take the better of your customer service, as they can be slowing you down. Use them, as everything, in moderation, to accomplish great results.

The topic of canned responses is near and dear to us at Customericare, as we’ve written a whole eBook, called “Polite done right”, in an effort to improve customer service scripts. In it, we take a close look at how customer service exchange should be conducted, whether over the phone or live chat or even email.

 

Template for your Live Chat Canned Responses. (Download PDF below)

List of quick responses, straight from our eBook, to help you improve your customer service:

Topic

Option #

Content

#Introduction

1

Hi, how may I help you?

2

Hello, [Customer’s name], I’m [Your name], how can I help you?

3

Hello, thank you for contacting [company name]. My name is [Your Name]. How may I assist you?
#Clarification

1

If I understood you correctly, you [sum up the query].

2

Just to clarify, [sum up the query].

3

Sorry to hear that, could you tell me what happened?
#Information

1

Could you provide me with your account name?

2

Could you provide me with your order information?
#Complaint

1

I apologize for this issue, and I’d be happy to resolve it for you.

2

Sorry about this, [Customer’s name], I’d be happy to sort it out for you.

3

Really sorry about your problem, I’ll deal with it right away.
#Offer

1

Did you know, that we have a special offer to go with this product?

2

Would you be interested in [your special promotion]?

3

Did you know, that we offer free delivery on all orders over $50?
#Order

1

Would you be interested in ordering this item?

2

If you’d like to, I could help you complete your order.

3

To help you make a decision, I’ve found similar products, based on your preferences.
#Assistance

1

Is there anything else I could help you with?

2

Hope that helped, [Customer’s name]. Is there anything else I could do for you?

3

If you have any other questions, [Customer’s name], I’m all ears.
#Closing

1

Hope I could help you today. Have a great day.

2

Thank you for contacting us, at [company name]. Wish you a pleasant day!

3

Feel free to contact us any time.

You’re welcome to use the above list of canned responses.

Download PDF: Live Chat Quick Responses

 

How to use Canned Responses in your Live Chat.

To help you automate this process, you may shorten each topic’s name to a maximum of 3 letters, and then add the option’s number, like so

 

To use Quick Responses hit # (shift+3) while chatting and type in the shortcut (e.g. „#Inf1”).

As you might have noticed this list doesn’t provide you with responses exceeding 2 sentences in length. This is a perfect length for your quick responses on live chat, as a medium, meant to provide customer service quickly.

 

 

Wondering what live chat can do for your business?
Give CustomerIcare a try and see for yourself! It's 100% free, no strings attached.
We are using Cookies. Click OK, if you accepted.
Heap | Mobile and Web Analytics