According to the Intercom Customer Service Trends Report 2023, 89% of support leaders consider personalized support as a crucial factor that sets them apart from their competitors.
However, crafting personalized emails for each customer can be a daunting task. This is where Canned Responses prove to be useful for your support team.
Canned Responses are pre-written templates that allow you to promptly reply to frequently asked questions or typical customer issues. They have transformed the way we communicate in this digital age.
Canned Responses are specifically designed to enhance communication efficiency and save time, making them incredibly useful for anyone who needs to interact with a large number of people quickly and efficiently.
Whether you are a customer service representative, finance manager, or a billing assistant, these templates can save you significant time and effort.
Instead of typing the same message repeatedly, you can select the appropriate template and customize it as needed.
In this blog post, we’ve compiled a list of the 17 best Canned Responses templates that you can use in your customer support emails to improve your response time and deliver exceptional customer service.
Canned Responses, also known as email templates, are pre-written messages that customer support representatives can use to quickly respond to frequently asked questions, support requests, and other types of enquiries.
These support ticket response templates can be personalized and customized to fit the specific needs of each customer, saving time and increasing efficiency in responding to queries.
Canned responses also ensure consistency in your customer support communications, while also freeing up valuable time for tackling more intricate customer enquiries.
By utilizing canned responses, your team can provide timely and top-notch customer support, leading to greater customer satisfaction and retention.
Why Canned Responses are useful?
Canned Responses are pre-written messages that can be easily inserted into an email or chat conversation.
By using these pre-written templates, your support team can streamline the communication process and save time, which ultimately leads to a better customer experience and increased efficiency.
Canned responses are commonly used in customer service, technical support, and email communication for a variety of reasons, as explained below.
Saves time and boosts productivity: Canned responses can save you and your team a significant amount of time by eliminating the need to type out the same response repeatedly. This is especially useful when dealing with a high volume of enquiries or when there are common questions that are frequently asked resulting in the increase in the efficiency for your support team.
Improved resolution time: Canned responses help to improve the customer experience by providing quick and accurate answers to their questions. This quick response time can lead to increased customer satisfaction and loyalty. Additionally, this helps to improve resolution time and first response time while maintaining high quality.
Ensures consistency: Canned responses ensure that the messaging used in customer support emails is consistent, which helps establish trust and builds a positive reputation for your business. They can also help to ensure consistency and accuracy in communication. Additionally, canned responses can help to maintain a professional tone and style in communication, which can be important for businesses and organizations.
Personalization: Although canned responses are pre-written, they can still be personalized to fit the specific needs of each customer. This allows support representatives to provide personalized and tailored service to each customer without sacrificing efficiency. While the main content of the message is pre-written, small details such as the recipient’s name or specific details of the issue can be added to the message to make it more personal and relevant.
Reduces errors: By having a pre-approved message that has been reviewed for accuracy and tone, there is less chance of an error or inconsistency in the response. This reduces the chances of miscommunication or providing incorrect information, which can lead to confusion or frustration for customers or colleagues. Additionally, canned responses can help to prevent typos or grammatical errors, ensuring that your messaging is professional and polished.
Achieve higher customer satisfaction: Using canned responses can lead to higher customer satisfaction scores (CSAT). By quickly and accurately answering customers’ questions or resolving their issues, canned responses can help to provide a positive customer experience. This positive experience can lead to higher CSAT scores, which can in turn lead to increased customer loyalty and positive word-of-mouth marketing.
By implementing canned responses, businesses can improve their customer satisfaction and ultimately drive growth and success.
How to Create Good Canned Responses?
Creating canned responses is typically a straightforward process that involves writing out the message, reviewing it for accuracy and tone, and then saving it as a template. Once a canned response is created, it can be stored in the helpdesk software and accessed by team members as needed.
Creating good canned responses can save time and improve communication efficiency, but it’s important to make sure they are helpful and not robotic or impersonal.
Here are some tips for creating good canned responses.
Identify common customer issues: Start by reviewing past customer enquiries to identify the most common questions or issues. These can include frequently asked questions about your product or service, common technical issues, or requests for more information. Once you have identified these, you can create a library of canned responses that can be used to respond to these enquiries quickly and efficiently.
Keep it concise and clear: Canned responses should be easy to read and understand. Avoid using technical jargon or complex explanations that might confuse the customer. Instead, use simple, clear language that gets straight to the point. People don’t have time to read long responses, especially if they are receiving a lot of messages.
Customize when necessary: While canned responses can save time, it’s important to personalize them to fit the specific needs of each customer. Use placeholders for names and reference any specific details they mentioned in their message to make the responses feel more personalized.
Use formatting and design: Don’t underestimate the power of formatting and design when it comes to creating support ticket response templates. Use headings, bullet points, and other formatting techniques to make your messages more visually appealing and easier to read for your end-users/customers.
Provide clear next steps: Your canned responses should include clear instructions or next steps for the customer. This can help to resolve the issue quickly and effectively. For example, if a customer is experiencing technical difficulties, provide step-by-step instructions for troubleshooting the issue.
Review and update regularly: Finally, it’s important to regularly review and update your canned responses to ensure that they are still relevant and effective. By regularly reviewing and updating your canned responses, you can ensure that they continue to provide value to your customer support efforts. If you notice a pattern of customer enquiries that aren’t being addressed by your canned responses, it may be the right time to update your canned response.
By taking the time to create effective Canned Responses templates, you can save yourself a lot of time and effort while also providing your audience with clear and concise information. By following these tips, you can create canned responses that are helpful, concise, and personalized to improve communication efficiency.
17 Best Canned Response Templates for Customer Service
As a customer support agent, you are responsible for responding to countless customer enquiries on a daily basis. However, some questions and concerns can be repetitive, which can be time-consuming and draining.
Canned responses offer a solution to this issue, allowing you to address frequently asked questions in a swift and effective manner.
In this section, let’s explore some of the best canned response templates that your customer support team can use to enhance communication and increase productivity in their customer support emails.
1. Greeting the customers
A warm and welcoming greeting can set the tone for the entire interaction. Whether it’s a simple ‘hello’ or a more personalized greeting with the customer’s name, starting your email off on the right foot can help to build rapport and establish trust with the customer. A good greeting is not only polite but also makes the customer feel valued and respected. It shows that you are willing to take the time to connect with them and address their concerns.
Canned Response template:
Dear [Customer Name],
Thank you for contacting us again. We appreciate your business and are happy to help you with your question. How can we assist you today?
Kind Regards,
[Agent Name]
[Company Name]
2. Requesting for more details
Sometimes, customers may not provide enough information in their initial query to effectively resolve their issue. Asking for more details in a friendly and professional manner can help to gather the information you need to diagnose the problem and provide an accurate and effective solution to your customers. Additionally, be sure to thank your customers for providing the additional information, as this can help to foster a positive and productive customer service interaction.
Canned Response template:
Dear [Customer Name],
Thank you for contacting us. In order to better assist you, could you please provide more details about the issue you are experiencing? This will help us to investigate and provide you with the best possible solution.
Kind Regards,
[Agent Name]
[Company Name]
3. Accepting a mistake
Accepting a mistake can be a humbling experience, but it’s essential to remember that everyone makes mistakes, and it’s okay to admit to them. By admitting a mistake and taking responsibility, you can build trust and credibility with the customer, and respect their time. By being transparent about the mistake and offering a genuine apology, you can turn a negative situation into a positive one and strengthen your relationship with the customer.
Canned Response template:
Dear [Customer Name],
We apologize for any inconvenience caused by our mistake. We are committed to resolving the issue as quickly and effectively as possible. Here’s what we plan to do [insert plan of actions].
Thank you for your understanding.
Kind Regards,
[Agent Name]
[Company Name]
4. Transferring the issue to another agent
If the issue requires the expertise of another agent, it’s important to transfer the issue in a professional and seamless manner. This can help to avoid any frustration or confusion for the customer. To transfer an issue to another agent, you can start by informing the customer that you will be transferring them to a colleague who is better equipped to handle their specific concern. Make sure to provide the customer with the name of the agent, their contact information, and any other relevant details that may help to facilitate a smooth handover.
Canned Response template:
Dear [Customer Name],
Thank you for contacting us. I have forwarded your request to [insert agent name], who will be able to assist you further. They will contact you shortly.
Kind Regards,
[Agent Name]
[Company Name]
5. Closing your support ticket
After successfully resolving a customer’s issue, it’s important to let them know that the issue has been fixed. When closing a ticket, it’s important to maintain a positive tone and thank the customer for bringing the issue to your attention. You may also want to provide additional resources or information that could be helpful to the customer, such as links to FAQs or contact information for additional support if needed.
Canned Response template:
Hello [Customer Name],
We are pleased to inform you that we have resolved your issue. We would like to thank you for your patience and understanding throughout this process. If you have any further questions or concerns, please do not hesitate to reach out to us again.
Kind Regards,
[Agent Name]
[Company Name]
6. Putting on hold
When putting a support ticket on hold, it’s essential to communicate clearly with the customer to avoid frustration or confusion. You may want to consider offering alternatives or temporary solutions if possible, so the customer doesn’t feel completely left in the dark. Also, be sure to follow up within the estimated timeframe you provided, even if it’s just to update them on the situation. This level of transparency and responsiveness can go a long way in maintaining a positive customer experience.
Canned Response template:
Hello [Customer Name],
Thank you for contacting us. We are currently investigating your issue and need to gather more information before we can proceed. We will put your ticket on hold for the time being and will be in touch as soon as we have more information. We estimate that this will take [timeframe]. Thank you for your patience.
Kind Regards,
[Agent Name]
[Company Name]
7. Sending links to useful resources
In some cases, you may need to provide customers with links to resources that can help them solve their issues. Providing customers with links to resources can be an effective way to help them find the information they need quickly and easily. This can include knowledge base articles, tutorials, YouTube videos or other helpful resources that you have available. Not only does this save them time and frustration, but it also helps to build trust and credibility with your customers by showing them that you are willing to go the extra mile to provide them with the support they need.
Canned Response template:
Hello [Customer Name],
Thank you for contacting us. We understand that you are having an issue and would like to provide you with some helpful resources. Please visit [link] for more information on how to resolve your issue. If you have any further questions or concerns, please do not hesitate to reach out to us again.
Kind Regards,
[Agent Name]
[Company Name]
8. Sending special offers and promotions
Sometimes, you may want to provide customers with special offers or promotions to show your appreciation for their business. This can help to build customer loyalty and is a great way to show your customers that you care about their needs and want to provide them with added value. It’s important to ensure that the special offer is relevant and targeted to the customer’s needs to avoid spamming them with irrelevant promotions.
Canned Response template:
Hello [Customer Name],
Thank you for being a loyal customer of Desk365. On the occasion of Thanksgiving and Black Friday, we would like to show our appreciation by offering you [offer details] as you’re one of our long-time and valued customers. We hope that you will take advantage of this offer and continue to be with us in the future. Thank you for your business.
Kind Regards,
[Agent Name]
[Company Name]
9. Talking about specific features
If a customer is having trouble with a specific feature of your product or service, it can be helpful to provide them with additional information or resources to help them understand how it works. You can also include links to relevant tutorials or documentation that provide more detailed information. This not only helps the customer understand the feature better but also saves time for your support team, as they don’t have to explain the same thing repeatedly.
Canned Response template:
Hello [Customer Name],
Thank you for contacting us. We understand that you are having trouble with [feature name]. Here is some additional information that we hope will be helpful in resolving your issue. [Feature description and instructions]. If you have any further questions or concerns, please do not hesitate to reach out to us again.
Kind Regards,
[Agent Name]
[Company Name]
10. Handling complaints
Handling complaints can be a difficult task, but with a well-crafted canned response, you can turn a negative experience into a positive one. Start by acknowledging the customer’s frustration and apologize for any inconvenience caused. Next, offer a solution or ask for more information to better understand the issue. Lastly, thank the customer for bringing the issue to your attention and assure them that you will do everything you can to resolve the issue. Additionally, make sure to follow up with the customer to ensure that the issue has been fully resolved and that they are satisfied with the outcome.
Canned Response template:
Dear [Customer Name],
I am extremely sorry to hear that you had a negative experience with our product/service. We appreciate your feedback, and we are committed to addressing your concerns. Could you please provide more information about the issue so we can better understand it? We will do our best to resolve it for you as soon as possible.
Thank you for bringing this to our attention and for your patience while we work on a resolution.
Kind Regards,
[Agent Name]
[Company Name]
11. Dealing with confused customers
Sometimes customers can get confused about your product/service. In such cases, a well-crafted canned response can be a lifesaver. Start by acknowledging the customer’s confusion and offer a clear and concise explanation of the product/service in question. Provide links to relevant resources or articles to help the customer understand the product/service better. Additionally, it’s a good practice to follow up with the customer after providing the canned response to check if they have any further queries or if the explanation was helpful to them.
Canned Response template:
Dear [Customer Name],
I’m sorry to hear that you are having difficulty understanding our product/service. It would be my pleasure to assist you and clarify things for you. Our product/service is designed to [brief explanation of product/service]. Here is a link to our [FAQ page/help center] which may also provide additional information to help you understand the product/service better.
Please let me know if you have any further questions or if there’s anything else I can assist you with.
Kind Regards,
[Agent Name]
[Company Name]
12. Asking for customer’s feedback
Asking for customer feedback is a great way to show your customers that you value their opinion and are committed to providing the best possible service. Additionally, using a canned response for requesting feedback ensures that all customer enquiries are handled consistently and professionally, saving you time and resources in the long run. Start by thanking the customer for their business and then ask for their feedback. Be specific about what you are looking for, and provide a link or instructions on how to leave feedback. By actively seeking feedback and showing a willingness to make improvements based on that feedback, you demonstrate that you value your customers’ opinions and are committed to providing them with the best possible experience.
Canned Response template:
Dear [Customer Name],
Thank you for choosing our product/service. We are always looking for ways to improve and your feedback is very important to us. Could you please take a moment to share your thoughts about your experience with us? [Link to feedback form/survey] It should only take a few minutes to complete.
Thank you in advance for your time and valuable feedback. We truly appreciate it.
Kind Regards,
[Agent Name]
[Company Name]
13. Updating the Ticket Progress
Keeping customers informed about the progress of their ticket can go a long way in building trust and satisfaction. Additionally, canned responses can help your support team to streamline their workflow and reduce the time and effort required to provide updates to customers, allowing them to focus on resolving issues more efficiently. This ensures that your customers receive consistent and professional updates throughout the ticket resolution process, which can have a significant impact on their overall experience with your brand.
Canned Response template:
Hello [Customer Name],
We wanted to give you an update on the progress of your support ticket ([Ticket ID]). Our support team has been working diligently on your issue and we’re happy to let you know that we have identified the problem and are currently working on a solution. We will keep you updated on the progress and let you know when the issue is fully resolved.
If you have any questions in the meantime, please don’t hesitate to contact us.
Kind Regards,
[Agent Name]
[Company Name]
14. Encouraging Self-service
Encouraging customers to use self-service resources can help to reduce the volume of support tickets and save time for your support team. Use canned responses to provide links to your self-service resources, such as a knowledge base or FAQ page, and encourage the customer to take a look before submitting a support ticket. This can also help to empower the customer and give them the tools they need to solve issues on their own. In addition, promoting self-service can improve customer satisfaction and loyalty, as customers appreciate companies that provide easy-to-access information and resources.
Canned Response template:
Hello [Customer Name],
Thank you for reaching out to us. Before we dive into your issue, we wanted to remind you of our self-service resources, such as our knowledge base and FAQ page. These resources can often provide quick and easy solutions to common issues.
We encourage you to take a look and see if you can find the answer to your question there. If you still need assistance, we are more than happy to help.
Kind Regards,
[Agent Name]
[Company Name]
15. Setting Out-of-Office Email
When you or your support team members are on leave due to a national holiday or an office event, setting an out-of-office email is crucial. Customers should be informed of the absence of the person who would normally assist them, along with an alternate contact person who can help. This will avoid customers feeling ignored or left in the dark. It’s important to make sure the message includes the expected date of return so that customers can know when to expect a response.
Canned Response template:
Hello,
Thank you for reaching out. I am currently out of the office and will not be able to respond to your email until [date of return]. For any urgent matters, please contact [alternate contact person and their email/phone number]. I apologize for any inconvenience this may cause and appreciate your understanding.
Kind Regards,
[Agent Name]
[Company Name]
16. Notification of New Product Releases
Keeping customers up to date on new product releases can be a great way to keep them engaged and interested in your business. You can use a canned response to create a template that you can easily customize with details about your new product release. Make sure to include a brief overview of the new product, its benefits, and any relevant launch details, such as the launch date or special promotions.
Canned Response template:
Hello,
I wanted to share some exciting news with you. We will be launching a new product, [product name], on [launch date]. This product is designed to [brief overview of benefits].
We are offering a special promotion of [promotion details] for the first [number] customers who purchase the product. If you have any questions or would like to learn more about [product name], please don’t hesitate to reach out.
Kind Regards,
[Agent Name]
[Company Name]
17. Requesting the Customer to Share a Review
Customer reviews are a crucial component of any successful business. They provide valuable feedback for improving products or services and can help attract new customers. Consider providing a direct link to your review page can simplify the process for the customer and increase the likelihood of them leaving a review. Be sure to personalize the message and make it clear why their feedback is important. Overall, requesting customer reviews can be an effective way to build trust with customers and improve the overall reputation of the business.
Canned Response template:
Hello [Customer Name],
We hope that you are enjoying your experience with [Company Name]. We would greatly appreciate it if you could take a few minutes to leave a review of our product/service. Your feedback is valuable to us, and it helps us improve our offerings for all customers.
Here’s a link to our review page: [Insert link]
Thank you for your time and support. If you have any questions or concerns, please don’t hesitate to reach out to us.
Kind Regards,
[Agent Name]
[Company Name]
How to Set and Use Canned Responses in Desk365
Most helpdesk software solutions, like Desk365, offer canned responses feature that allow teams to easily create and manage their pre-written templates, making it simple to update and add new templates as needed.
Editing, deleting, and managing canned responses is also easy using a helpdesk solution. Teams can easily update existing templates if there are changes to the information or if the response needs to be revised. Additionally, new templates can be created as needed to address new situations or enquiries.
These are the steps to create a Canned Response in Desk365.
1. Log in to your Desk365 account and go to Settings > Productivity > Canned Responses.
2. Click on the ‘Add Canned Response’ button present at the top.
3. Provide a name to this Canned Response and enter the message you want to save as a Canned Response.
In Desk365, you can also include placeholders that are populated dynamically based on the ticket and account properties.
4. Choose whether you want this Canned response for all agents in your helpdesk, a specific group or just for yourself. Finally, click on the ‘Save’ button to create this ‘Canned Response’ template.
In Desk365, you can create unlimited canned responses according to your business requirements. This article covers in detail how to create and use Canned Responses in Desk365.
Conclusion
Canned Responses can help improve the efficiency and effectiveness of your customer support team.
By identifying common customer issues, crafting clear and concise messages, and refining your templates based on feedback, you can save time and effort while improving your customer support.