Canned Responses

What do canned responses mean? 

Canned responses are pre-written replies used to answer common queries in customer service. These scripted replies are especially useful for managing high volumes of repetitive questions, allowing customer service teams to respond promptly and accurately, ensuring consistent customer engagement over text, email and social media. 

Here’s how you benefit from using canned responses. 

• Canned responses allow agents to reply within seconds, reducing customer wait times. 
• Using pre-written replies ensures a reliable brand image with consistent, error-free communication. 

Now that you understand the definition of canned responses, let’s jump into how to use canned responses. 

How to use canned responses for customer service 

Canned responses are a fast and effective way to not only reduce customer response times but also resolution rates. To effectively deploy them, consider the following practices. 

• Identify common questions: Review email, chat and phone logs to compile a list of frequently asked questions. 
• Draft standard replies: Create a repository of routine answers to common questions, allowing support teams to quickly address repeated inquiries. 
• Customize as it comes: Templatize but personalize responses by adjusting tone and adding custom details like customer names. 
• Include CTAs: Make responses more effective by adding calls to action and nudging customers to take the next steps for faster solutions.