Canned responses is common mailbox feature found across email service providers such as Gmail and Outlook. It allows you to compose and save response templates for later use. They can help your customer support team become more efficient by reducing their response time, and resolving more customer queries. In this blog, let’s look at some of the most common instances where having a canned response is helpful.
Updating the customer about the ticket’s progress
Informing the customer as soon as work begins on their ticket is one of the ways you can put canned responses to use. While drafting a response, it’s important to clearly mention that you have received their message. Additionally, assure them that you have begun working towards resolving the issue.
Hello [Customer Name], Thank you for reaching out to us. We received your call/mail/text and have already started working on resolving your issue (Ticket ID: [Number] dated [Date]). If you have any further questions or concerns, let us know. We are available round-the-clock, and always happy to help. Thanks [Agent's Name] [Company's Name]
Another way you can use canned responses is by providing major updates about the customer’s ticket status via mail. Update emails are appreciated if written in an assuring tone. Additionally, include a tentative date or time when the ticket would ideally be resolved. You can replace your initiation email with a series of update emails but make sure you don’t overdo it to an extent that you come off as spammy.
Hello [Customer Name], Your [Issue, Ticket ID] is currently being resolved by our help desk team. We're prioritizing your request, and will definitely resolve this issue in 48 hours or fewer. Meanwhile, we will be providing you with constant updates. Thanks for your patience! [Agent's Name] [Company's Name]
You can also save your email templates for sending them after the query has been resolved. Also, make sure you thank your customer to make the email friendlier and to show the customer that you care about them.
Hello [Customer Name], Your [Issue, Ticket ID] has been resolved. Thanks for your patience and time, and we hope our customer support was satisfactory. If there is anything else we can help you with, please feel free to reply to this email or reach us over call [Contact Info]. Thanks [Agent's Name] [Company's Name]
Ticket closure owing to a lack of response
Sometimes you might have to close a ticket because the customer stopped responding to your emails, or because a particular piece of information was unavailable. In this case, provide them with a quick recap of the issue they communicated about, and make it explicitly clear that you are closing their ticket.
Hi [Customer Name], I'm reaching out about your case with us regarding [Topic], [Ticket ID] dated [Date]. It's been [Number of Days] days since we've heard from you, so we are going to close this ticket. You can always reopen this ticket or raise a new one if you need any further assistance. Thanks [Agent's Name] [Company's Name]
Gracefully saying no to a customer
Sometimes, users write to customer support agents requesting a customized module or feature. If you can not handle such a request at the time, it is always better to notify them immediately, and a canned response comes in handy. While composing the email, make it clear that you cannot currently process their support request. You can also provide a brief but clear explanation as to why, if needed.
One of the things you could do is provide them with alternate ways to deal with their demands or point them in a helpful direction in terms of resources or knowledge bases.
Hi [Customer Name] Thanks for reaching out to us regarding [Issue/Topic]. As of right now, we cannot complete your request (as we don’t have the necessary bandwidth for the same/[Reason]). We apologize for the inconvenience caused as a result, and we will definitely keep you updated if in the future we do expand to accommodate your request. However, you can currently try to resolve your request using [Alternate Method/Workaround] or by heading to our [Resources/Knowledge Base/Community Forum]. We once again apologize for this. In case of any other queries, feel free to send us an email or drop a phone call at [Contact Info]. Thanks [Agent's Name] [Company's Name]
Asking for more information from the customer
To resolve a customer’s ticket, you may sometimes have to request further information from the customer. If you’re creating an email for the same reason, make sure it is short, direct, and easy to follow. Mention precisely what information you need, and why.
Hi [Customer Name], Thanks for raising a ticket [Ticket ID] with us on [Date]. We need your [Specific Data] for [Purpose] to resolve this issue. You can call us at [Contact Info] to update this information, or you can reply to this email on this thread. Post that, we'll be able to process and fix this problem. If you have any further questions or concerns, let us know. Thanks [Agent's Name] [Company's Name]
Writing an apology
An apology email needs to be heartfelt, even if it is a canned email response. This plays a major role in customer satisfaction. While creating a response template for apologizing to a customer, make your statement clear. Reassure the customer that the incident has been resolved (or is being resolved) and that there will not be a repetition of the same in the future.
While there are several reasons as to why you might want to send a “sorry” to your customer, some of the most common ones are:
A company-wide issue, such as server downtime
Hello [Customer Name] We messed up. Our servers were down from [Time, Date] to [Time, Date] and we understand how much inconvenience it might have caused you. The incident as such was unforeseen and unfortunate, and we have identified the reason to be [Explanation]. Rest assured, this will not happen in future. We’re sorry again. [Agent's Name] [Company's Name]
Overshooting a ticket resolution deadline
Hi [Customer Name] This is regarding your ticket [Ticket ID] regarding [Topic] dated [Date]. We could not resolve your query on time due to [Reason/Explanation] and we’re sorry about this. We request you to share [Required Information] for the same purpose. To speed up the process further, we’ve placed your ticket on high priority. We will keep you posted in case of further updates. Thank you for your patience. [Agent's Name] [Company's Name]
Specific incident responses
Hello [Customer Name] We’re reaching out with an unfortunate update on your request [Ticket ID] dated [Date]. We admit that there was an error on our part in resolving it, and we’re really sorry about it. You can find specific details attached in the email but in essence we [Incident/Explanation]. We understand that this might have caused you inconvenience, but we’re currently tackling this by [Alternate Resolution]. We are once again extremely sorry for this incident. We will promptly send you further updates if any. If you have any further questions regarding this, please do let us know. We are available all 24 hours. [Agent's Name] [Company's Name]
Reference email to maintain a record
Canned response templates can also be used as substitutes for agent scripts. You can type a series of questions for various troubleshooting scenarios and save them as separate canned templates. These can be loaded over a phone call, where your agents can read the questions off-screen and record your customer’s responses. Or they can also be sent as an email for the customer to fill in and send back.
Follow up/touching base emails
If you plan on composing follow up emails among other canned responses, it is always a good idea to include a few details about the last ticket the user raised.
Hello [Customer Name] You had recently contacted us regarding [Topic], which was [Resolved/Closed/Left Unresolved]. We’re reaching out to make sure that there have been no related issues since, as the last thing we want is for you to not be satisfied. In case you have any updates, please let us know via email or phone. Thanks [Agent's Name] [Company's Name]
With saved email templates, your follow up emails could also work as feedback surveys. In this case, make the purpose of your email clear, and don’t wait too long before sending the survey email.
Hi [Customer Name], Recently, you had contacted us about [Topic/Issue], which was resolved on [Date]. We would love to hear what you think of our customer service. Let us know if you were happy with our support team by [Link to Form/writing to us]. We constantly work towards making our customer service experience smoother and more satisfactory, and we would really appreciate it if you helped us in that regard. Thanks [Agent's Name] [Company's Name]
The most popular use of canned responses is answering common questions. To make your emails as efficient as possible, prepare a canned response for all possible questions. Make sure you include detailed explanations, step by step troubleshooting instructions, and sufficient links to appropriate knowledge resources wherever applicable.
Hi [Customer Name] We’re reaching out to you regarding the [Topic/Issue/Request] you had written to us about. For now, we have made the necessary changes to your account, but if in the future a need arises for the same, you can do it yourself by following these really quick, simple steps: [Troubleshooting Instructions] For more help on this topic, you could check out our Knowledge Base [Link]. We also happen to have a blog that discusses how to get the most out of [Related Feature], so while you’re here, why don’t you give that a quick read too? Thanks [Agent's Name] [Company's Name]
Sales introductory emails
Sending the first sales email to a customer is another scenario where a preset email might come in handy. First, mention how you know the other person. Make it clear as to how you can make their business bigger/better/more efficient, and how you’re offering a solution. Don’t forget to mention the date and time for a phone call.
Hi [Prospect] [[XYZ suggested/mentioned about [Business]/I noticed your [Blog/Post/Article/Business/Event]]. A lot of my friends work in [Domain] and I understand that one of the biggest challenges you might face is [Pain Point]. [Your Organization] has helped a lot of businesses tackle this and [Achieve Goal] by [Process] and I’ve been a part of this for [Duration]. So if you are interested, let’s schedule a quick call? I have a few suggestions that would definitely help. [Name] [Company]
Once you’ve set up canned responses for various situations, make sure you frequently tweak them based on how much response they get and add more templates as needed. We also have a blog that tells you how to create a canned response in 3 quick steps that you can check out right here.