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Canned Responses

What are canned responses?

Canned responses are pre-written answers to commonly asked questions that you can use during an interaction, by either reading the response to a customer, or by inserting the response into a chat, email, or tweet.

In fields like technical support, canned responses to frequently asked questions may be an effective solution for both the customer and the technical adviser, as they offer the possibility to provide a quick answer to common inquiries without human intervention.

Best practices for canned responses

1. Use canned responses to reply to basic FAQ

There’s no need to manually retype company addresses, opening hours, websites, and contact details session after session after session. It wastes your time and delays the customer.

Canned responses are designed for your FAQ. Rather than typing out the exact same information hundreds of times a day, create an automatic live chat answer for each basic question you’re commonly asked.

2. Try not to automate entire conversations with canned responses

Canned responses shouldn’t replace the human element in a conversation. As a way of saving time and speeding up the FAQ process, they’re brilliant.

As a substitute for a real agent, however, canned responses are a poor imitation.

People want to talk to people. They can tell when they’re being fobbed off with scripted answers, and they’ll quickly get frustrated.

3. Personalise your canned responses

Canned responses don’t need to sound canned. Wherever you can, adjust the answer to suit the user and their needs.

It could be as simple as adding the customer’s name at the end of the message, rather than sending the stock phrase. Or perhaps you could add an emoji to mirror the tone of the chat session.

It doesn’t have to be anything time-consuming: just a small personalized touch will go a long way. Think of a canned response as a foundation to build on, rather than the finished article.

4. Be conversational

“Hello %name%. Thank you for getting in touch today. How can I be of assistance?”.

“Please wait a moment while I pull up your account and access your details.”

“I can see that you are frustrated and would like to escalate this issue. I will escalate your chat to the complaints team now. You will be connected in a few moments.”

Yes, those canned responses all work and all serve a purpose. But they sound stilted and insincere, and customers will sniff out the automation a mile off.

5. Use longer canned responses where relevant

Canned responses don’t have to be for basic FAQ alone. They can also be built around more complex processes and procedures, such as explaining your returns policy or a purchase installation process, for example.

Detailed canned responses can be a lifesaver in longer live chat conversations.  Particularly when it comes to existing customers or prospects on the brink of buying, they’ll alleviate the lengthy explanations that come with your in-depth chats.

How can I add canned responses in Engati?

Smart Response functionality will streamline the current chatbot setup experience and has been introduced to make it easier for the users to set up a chatbot as efficiently as possible. 

This menu allows you to set up answers to probable queries by setting up FAQs, defining Entities, uploading questions, and responses in a Tabular Input format or uploading relevant documents in Document Lookup. Engati NLP engine has been set up and has the intelligence to search across the four types and match the most relevant response according to the query asked, further users, have the control to change most of the settings and search preference according to their requirements.


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Canned Responses

October 14, 2020

Table of contents

Key takeawaysCollaboration platforms are essential to the new way of workingEmployees prefer engati over emailEmployees play a growing part in software purchasing decisionsThe future of work is collaborativeMethodology

What are canned responses?

Canned responses are pre-written answers to commonly asked questions that you can use during an interaction, by either reading the response to a customer, or by inserting the response into a chat, email, or tweet.

In fields like technical support, canned responses to frequently asked questions may be an effective solution for both the customer and the technical adviser, as they offer the possibility to provide a quick answer to common inquiries without human intervention.

Best practices for canned responses

1. Use canned responses to reply to basic FAQ

There’s no need to manually retype company addresses, opening hours, websites, and contact details session after session after session. It wastes your time and delays the customer.

Canned responses are designed for your FAQ. Rather than typing out the exact same information hundreds of times a day, create an automatic live chat answer for each basic question you’re commonly asked.

2. Try not to automate entire conversations with canned responses

Canned responses shouldn’t replace the human element in a conversation. As a way of saving time and speeding up the FAQ process, they’re brilliant.

As a substitute for a real agent, however, canned responses are a poor imitation.

People want to talk to people. They can tell when they’re being fobbed off with scripted answers, and they’ll quickly get frustrated.

3. Personalise your canned responses

Canned responses don’t need to sound canned. Wherever you can, adjust the answer to suit the user and their needs.

It could be as simple as adding the customer’s name at the end of the message, rather than sending the stock phrase. Or perhaps you could add an emoji to mirror the tone of the chat session.

It doesn’t have to be anything time-consuming: just a small personalized touch will go a long way. Think of a canned response as a foundation to build on, rather than the finished article.

4. Be conversational

“Hello %name%. Thank you for getting in touch today. How can I be of assistance?”.

“Please wait a moment while I pull up your account and access your details.”

“I can see that you are frustrated and would like to escalate this issue. I will escalate your chat to the complaints team now. You will be connected in a few moments.”

Yes, those canned responses all work and all serve a purpose. But they sound stilted and insincere, and customers will sniff out the automation a mile off.

5. Use longer canned responses where relevant

Canned responses don’t have to be for basic FAQ alone. They can also be built around more complex processes and procedures, such as explaining your returns policy or a purchase installation process, for example.

Detailed canned responses can be a lifesaver in longer live chat conversations.  Particularly when it comes to existing customers or prospects on the brink of buying, they’ll alleviate the lengthy explanations that come with your in-depth chats.

How can I add canned responses in Engati?

Smart Response functionality will streamline the current chatbot setup experience and has been introduced to make it easier for the users to set up a chatbot as efficiently as possible. 

This menu allows you to set up answers to probable queries by setting up FAQs, defining Entities, uploading questions, and responses in a Tabular Input format or uploading relevant documents in Document Lookup. Engati NLP engine has been set up and has the intelligence to search across the four types and match the most relevant response according to the query asked, further users, have the control to change most of the settings and search preference according to their requirements.


Thanks for reading! We hope you found this helpful.

Ready to level-up your business? Click here.

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