Marketing and Sales

Streamlining Customer Communication with Live Chat Canned Responses

15 minutes

Streamlining Customer Communication with Live Chat Canned Responses

The efficacy of customer support significantly influences your company’s reputation. A staggering 94% of individuals assert that a positive customer service experience inclines them toward making subsequent purchases.

Canned responses hold the potential to bring this to life. Swift responses expedite the efforts of customer service teams and decrease response times to mere seconds. In this post, we will explore what canned responses entail, learn how to establish them for live chats, and look at live chat canned response examples tailored to different occasions.

What are chat canned responses, and what are they for?

Canned responses encompass pre-established replies or messages designed for frequently asked inquiries. When faced with a familiar question from a customer, you can select a relevant response and transmit it to them, eliminating the need for manual typing. Skillful application of chat canned responses contributes to heightened team productivity.

Besides being more efficient and time-saving, canned responses also provide other benefits:

  • Multichannel usage. Canned responses can be used across various communication channels, such as live chat, emails, and social media, maintaining a cohesive support experience.
  • Language consistency. For businesses operating in multiple languages, canned responses help maintain consistent and accurate communication across different language preferences.
  • Handling a high volume of requests. During peak periods, canned responses enable agents to manage more requests effectively.
  • Upselling and cross-selling. Saved responses can strategically promote additional products or services that align with your customer’s needs or interests.

In essence, chat canned responses are a valuable tool that empowers customer support teams to provide efficient and personalized assistance to customers. With their help, you can respond in no time, leaving your customers satisfied.

How to create effective chat canned responses

Crafting an excellent canned response requires simplicity, a human-like manner, and seamless customization. Ideally, the ultimate goal is to fashion a canned response that feels entirely genuine. Below are several pointers to guide you in creating top-notch chat canned responses:

  • Leverage common queries. Begin with frequently asked questions and common customer inquiries as a foundation. Focus on messages that cater to a broad audience, optimizing time savings per customer interaction.
  • Build a dynamic portfolio. Utilize this gathered information to construct a versatile canned response repository. Regularly refine this collection to align with evolving product offerings and shifting customer demands.
  • Personalize chat canned responses. Avoid generic phrasing and opt for personalized expressions. Acknowledge customer concerns with empathy and accountability.
  • Craft responses from a customer’s perspective. Envision how you would appreciate receiving information and support. Ensure that your tone remains respectful and accommodating.
  • Go for flexibility. Understand when to employ canned responses and when a personalized reply is essential. Allow your support representatives to deviate from the scripted approach when scenarios demand individual answers.
  • Incorporate a clear CTA. Offering customers a clear CTA aids in guiding them toward the appropriate solution, ensuring a progression in conversation.

By applying these principles, your canned responses can transcend efficiency, while fostering connections and exceptional customer experiences.

Live chat response examples

Crafting canned replies tuned to provide clients with an exceptional customer journey can be challenging. In this section, you will find live chat canned response examples for diverse scenarios. Let’s delve into it!

Welcoming customers

A welcoming atmosphere in a physical or an online shop is equally important. However, typing out repetitive welcome messages can be both laborious and time-consuming. This is where chat canned responses come into play.

Learn more about customizing your live chat welcome messages.

Infuse personalized touches whenever possible. A good practice is utilizing a customer’s native language for greetings. If you can’t provide assistance in the mother tongue of your customer, a single greeting line will leave a positive impression. Moreover, addressing customers by their names contributes to a sense of familiarity and fosters a more inviting connection. Also, think about creating distinct iterations of canned responses to align with various customer personas, such as new visitors, existing customers, and international clientele.

Here are a couple of ways you can start the chat:

  • Hi there! Welcome to our online store. How can we assist you today?
  • Hey! We’re thrilled you’ve chosen us. How can we make your first visit memorable?
  • It’s wonderful to see you again [Customer’s name]! Ready to discover more exciting finds?

These live chat canned responses serve as starting points. Feel free to customize them further based on your brand’s tone and specific context of the conversation.

Requesting additional details

Gathering information is crucial to carrying out tasks effectively, but it’s equally vital to establish trust and a sense of ease. Information can encompass general queries, billing specifics, address verification, etc. Crafting canned responses that seek further details from customer inquiries streamlines the process of delivering accurate responses promptly.

Below, you’ll find live chat response examples created to solicit additional information from customers:

  • Thank you for reaching out. To proceed, please provide the last four digits of the credit card you used for the transaction.
  • To ensure accurate assistance, please confirm your current email address and contact number.
  • For a precise response, please share the product name or model number you’re inquiring about.
  • We’d be happy to help you with your order. To proceed, please let us know your order number.

Customize canned responses as needed to align with the context of your conversation. Encouraging clear and detailed replies will help your team provide accurate solutions more quickly.

Acknowledging progress on the matter

Upon receiving a customer’s message, the primary objective is to assure ongoing efforts toward resolving the issue. Your team can infuse chat canned responses with a personalized touch, tailoring them to specific issues and categorizing them as needed.

Here are a few examples:

  • [Customer’s name] thank you for reaching out to us. Rest assured, your message is in our queue, and our team is actively addressing your concern.
  • Hi there! Your matter has been flagged as a priority. We’re working diligently on it and will keep you posted on the progress.
  • Thank you for bringing this to our attention. Our specialized team is actively addressing your concern, and you can expect to receive further updates within [specified time] via [email/phone].
  • Greetings! We’ve initiated the process to address your concern. We’ll keep you informed as we progress toward a resolution.

To be on the safe side, confirm your grasp of the customer’s concern before providing guidance or potential solutions. This will ensure the best customer experience and prevent solving the wrong problem.

Managing challenging customer interactions

Sometimes, it happens that a customer becomes frustrated. That’s why your ability to attentively listen and respond becomes pivotal. The choice of your words holds the potential to shape or shatter the overall experience. The initial step in effectively addressing irate customers involves active listening. Permit them to express themselves without interruption. Subsequently, validate their emotions and the circumstances and address the problem.

Prepare similar live chat canned responses with a soothing tone of voice:

  • I’m truly sorry for the inconvenience you’ve faced. Let’s work together to address your concerns and find a solution.
  • Dear [Customer’s name], I appreciate your patience. Rest assured, your concerns are important to us, and we’re committed to finding a resolution.
  • I totally understand the reasons for your frustration. Could you kindly elaborate further on…?
  • I’m confident we can resolve the issue. Let’s dig into the details and work toward resolving the underlying problem.

While reasons for customers’ frustration can vary, the starting point of handling the situation is always listening to and shifting the conversation toward finding a solution.

Providing alternative solutions

In cases where you can’t offer the desired assistance, transparency is key. However, rather than leaving customers at this point, take a proactive approach by suggesting an alternative solution to address their concerns.

These are a couple of live chat canned response examples that might help you steer a conversation in a different direction:

  • I appreciate your understanding. If this doesn’t meet your needs, could you be interested in trying an [alternative solution]?
  • While I, unfortunately, can’t fulfill that request, I suggest you explore an [alternative solution] for a potential resolution.
  • Dear [Customer’s name], regrettably, I must inform you that we are presently unable to fulfill your request. Despite this, I wanted to provide you with alternative resources, which I hope will be of assistance.
  • Hello [Customer’s name], with a holiday on the horizon, we regret to inform you that we won’t be able to meet your request by [time]. However, here is a helpful resource at [link] that empowers you to address this matter independently. Does this solution align with your needs?

Offering alternative solutions might not be the ideal solution your customer was hoping for; nevertheless, it showcases your commitment to assisting clients.

Assisting customers outside working hours

Sharing details about agent availability ensures that customers remain well-informed about business hours. You can also provide them with an alternate contact method for urgent matters.

Here are some pre-established responses suitable for crafting offline messages:

  • Thank you for reaching out! While our regular hours have concluded for the day, we’re dedicated to helping you. We’ll respond first thing when we’re back online.
  • Hello! We’re currently offline, but we’re eager to assist you. Please leave your question, and we’ll get back to you promptly after [time] tomorrow.
  • Greetings! Our team is currently away, but you can find helpful information in our FAQs [link]. We’ll also be here to support you during our operational hours.
  • Hello! Our chat service is offline at the moment, but we’re eager to assist you during our working hours. For anything urgent, you can email us at [email address].

Customize these live chat canned responses according to your working hours and alternative means of assistance. If you work with international clients, a good practice is to include your time zone to avoid misunderstandings.

Acknowledging an error

Mistakes are a part of everyday life, and oftentimes, it is almost impossible to avoid them. For business communication, it’s crucial to openly admit and address the error using pre-made responses. Furthermore, sharing details about the measures being taken demonstrates a proactive approach.

These live chat response examples might inspire you to add similar ones to your repository:

  • We sincerely apologize for the oversight on our end. We acknowledge the mistake and are committed to rectifying it promptly.
  • Our sincerest apologies for the error in [specific situation]. We’re fully aware of the issue and are diligently working on a solution.
  • We apologize for the hiccup in [situation]. Our team is on it, and we’ll keep you posted once we’ve resolved the issue.
  • Our team deeply regrets the error in [specific context] and is currently working on it. Would [action] be an acceptable solution for you in the meantime?

Acknowledging mistakes and demonstrating your commitment to rectifying them can help rebuild trust and maintain a positive customer relationship. Depending on the situation, you might want to offer a small gift as an apology. This can be a free delivery, a discount code, a prolonged subscription, etc.

Declining customer requests

While the primary aim of businesses is to provide optimal assistance to customers, there are occasions when it becomes necessary to decline their requests. This could occur when the requested item or service is unavailable or not offered or the demands being made are unreasonable.

Understanding when and how to communicate a refusal is vital. How you convey the message matters significantly. Here are several illustrative live chat response examples to guide you:

  • I apologize for any inconvenience, but unfortunately, we cannot fulfill your request now.
  • We appreciate your suggestion, but your request falls outside the scope of our current services.
  • While we can’t fulfill your exact request, we’re more than happy to explore alternative options that might suit your needs.
  • We apologize for any inconvenience; the product you’re interested in is currently unavailable due to [reason]. We’re actively working to restock this again in the future.

Even when declining a request, maintaining a professional and courteous tone is essential to leave a positive impression on your customer. Feel free to offer other solutions, if there are any, to provide a better customer experience.

Keeping your customer in the loop

Crafting thoughtfully designed canned responses for customers waiting for an answer prevents their frustration. In instances when all agents are engaged in ongoing discussions, these messages inform customers about an estimated waiting time before they are connected to an available agent.

Outlined below are several illustrative canned responses suitable for queue messages:

  • Thank you for being so patient while you wait. We’re working diligently to assist everyone and will be with you as soon as possible.
  • Just a quick update — you’re [X] in the queue. We appreciate your patience and look forward to assisting you.
  • Hang in there! We’re here to help, and your turn will come up soon.
  • Your turn is getting closer! We appreciate your patience as we work to assist everyone.

A good practice here can be to insert a joke or some interesting information to keep your clients engaged, even during waiting times. Personalizing the messages can help customers feel acknowledged and valued.

Apologizing for the extended response time

Prolonged response times are sometimes non-omittable and can occur due to various circumstances. In this case, it might be a good idea to express your sincere apologies or even explain the reason for a belated answer.

Here is how to do it with chat canned responses:

  • We apologize for the extended wait. Our team encountered an unexpected technical issue that temporarily slowed down our response time. We’re actively addressing the situation to ensure smoother interactions in the future. Your patience is greatly appreciated.
  • Dear [Customer’s name], we regret the longer-than-usual wait time you experienced. Our team faced a higher volume of requests than anticipated. We’re taking measures to better manage such situations in the future. Thank you for your understanding.
  • Your inquiry required a more comprehensive evaluation, resulting in an extended wait. We’re working diligently to streamline our processes while ensuring thorough assistance. We apologize for any inconvenience caused.
  • Hi [Customer’s name], we regret the delay you experienced in receiving a response. We took extra time to provide you with the best possible assistance. Your satisfaction is our priority, and we appreciate your patience.

Just like that, you can ensure smooth communication with your customers. You can also be more specific and mention when you’ll be able to resolve the issue fully.

Gathering customer feedback

Customer feedback, whether positive or constructive, opens doors to new improvements. It’s crucial to appreciate customers who express their thoughts about your offerings. Capturing such feedback at key touchpoints like the conclusion of interactions, post-checkout, or following a product demo is a great starting point since your customers can share their thoughts right after the interaction.

Develop ready-made chat canned responses to ask for feedback as well as express gratitude for your customers’ input:

  • We value your opinion! Please share your thoughts on your recent experience with us. Your feedback helps us improve.
  • We’re here to make your experience exceptional. Would you mind sharing your thoughts on how we did during your recent interaction? Your input matters!
  • Thank you for your positive feedback! We’re thrilled to have met your expectations and appreciate you taking the time to share your thoughts.
  • We appreciate your honest feedback. Your insights help us identify areas for improvement and enhance our services for you and others.

Encouraging ongoing feedback will help your business improve and detect any weak spots in your current offerings. You can also personalize a feedback request by inserting your client’s name and including the purchased service or product name.

Resolving an inquiry

When customers submit a request, their foremost expectation is a prompt resolution. Addressing customer inquiries without delay contributes significantly to elevating overall customer contentment. Once the solution is found, you can use canned responses to notify your customers.

Here are some live chat response examples for effective communication in such scenarios:

  • Hello, we’re pleased to inform you that we have successfully resolved your inquiry regarding [the topic]. If you have any further questions or need additional assistance, don’t hesitate to reach out.
  • Dear [Customer’s name], your inquiry regarding [subject] has been successfully addressed. If you require any further information or encounter any issues, feel free to let us know. We’re here to assist you.
  • Hi [Customer’s name], we’re pleased to inform you that your inquiry regarding [topic] has been successfully resolved. Your feedback is valuable, and we’re here to help if you have any further questions or concerns.
  • Hi there, we’re delighted to inform you that your inquiry about [matter] has been resolved. If you need any more assistance or have additional questions, don’t hesitate to contact us.

These are a couple of ways to approach your customers when the issue they brought to your attention is solved. You can either make your chat responses more personal or universal to use in various situations.

Asking for further assistance

Occasionally, customers may hold back additional inquiries until prompted. To ensure all problems are addressed, you might want to inquire if there’s anything else you can assist your client with.

The following live chat canned response examples can be used to extend your support:

  • Is there anything else we can help you with? We’re here to ensure all your questions are answered.
  • Please let us know if you have any more inquiries or require further assistance. We’re here to assist you.
  • We appreciate your interaction with us. If you have any other queries or need more information, don’t hesitate to ask. Our team is dedicated to making your experience exceptional.
  • If you need anything else or have more questions, feel free to reach out. We’re here to ensure your needs are met.

You can ask direct questions about whether you can do something else in every case or just let your customer know you remain at their disposal.

Writing to offline users

Continuing interaction in live chats is not always possible for several reasons. The most common one is when your customer goes offline. In this case, you can send a canned response tailored to this situation or even continue the conversation via email if possible.

Here are suggested chat canned responses to employ:

  • It seems you’re currently offline. No worries! Our team will ensure your question is addressed. We’ll email you shortly to continue our conversation. Thank you for reaching out!
  • It looks like you’ve left the chat. We’ll reach out via email to ensure your query is resolved. Stay tuned for our response. Have a great day!
  • If you’re no longer available for the chat, don’t worry. We appreciate your interest and will continue our conversation via email. Thank you!
  • If you’ve stepped away, we understand. Your inquiry is important, and we’ll seamlessly switch to email to ensure you receive the assistance you seek. Stay tuned for our response!

Consider adding some premade responses for such cases so that users who left the chat earlier can still get answers to all their questions.

Redirecting a customer to another operator

Transferring a user to another specialist might be a bit unpleasant or time-consuming. But sometimes, there is no way around it. Usually, operators can enter and exit any ongoing conversation listed in the chat queue. Even if another operator joins midway through the chat, they’ll have access to all the previous messages, so the customer won’t need to repeat the issue.

Take a look at these live chat canned response examples:

  • I’d like to connect you with my colleague who’s more experienced with [the specific issue].
  • I’ll transfer you to [department] since they can address the issue promptly. They’ll have access to our ongoing conversation, so you won’t need to go through the details again.
  • Let me invite [operator’s name] to join this chat. Please stay connected, as I’ll add them to our conversation.
  • Please let me link you with [department/name] for a more in-depth assessment.

Always inform customers before transferring them to another operator and mention that it’s beneficial in their particular case. Otherwise, customers might feel that they’re wasting their time.

Concluding remarks

When employed effectively, chat canned responses offer a practical solution for enhancing your team’s productivity and elevating customer contentment levels. Pre-written responses can be used in various situations and customized for any particular case.

If you are looking for a live chat solution, check out our code-free builder that allows you to create conversational chatbots for different social media channels as well.

Date of publication:

18 Sep. 2023

Irina Kompanets

Writing to help you level up your marketing game. Wordsmith and digital enthusiast. Turning ideas into stories and marketing concepts...

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