If You Have a Permit Do You Have to Take the Written Test Again

Canned responses are pre-populated help desk email messages that allow customer support agents to respond quickly to customer bug. A itemize of canned responses can increase a client success team's efficiency, assuasive them to provide more resolutions to more than customers, speedily and efficiently.

Hither are some common canned responses to save in your e-mail inbox, along with details on how to implement them successfully.

Toward the end of this postal service, we've included some guiding principles that yous can implement to provide the best customer experience possible for your customers.

Best Canned Responses for Customer Service

1. Nosotros've received your message and we're working on information technology.
2. Thanks for the production/feature recommendation.
3. We're still working on your case.
4. We're closing your ticket.
5. Almost your request for a refund.
6. Were yous happy with the resolution?
7. Were you satisfied with our customer support?
8. An update on your request for access.
9. We need more than information to complete your social club.
10. Here'due south how to do information technology yourself.
11. Your support request has been escalated.
12. Nosotros acknowledge this mistake.
13. Thanks for working with us! Nosotros're endmost this ticket now.
14. Post-obit up on your request to speak to an agent.
15. Here's what nosotros can do for you.

1. We've received your message and nosotros're working on it.

If a customer submits a support ticket, they should go confirmation that you received the ticket and your team is working on it.

If possible, personalize the response in a way that addresses the customer's issue rather than sending a blanket "Nosotros received your back up request" bulletin.

Here'south a great example of a personalized acknowledgment template which you tin customize:

Hey [Client Proper noun],

Cheers for reaching out to u.s..

Our internal team noticed that this tracking number hasn't been updated withal. We're communicating with the merchant for an update, and equally soon every bit we receive one, nosotros'll follow upwards. I capeesh your patience with this order.

If you accept whatsoever further questions or concerns, let us know. Nosotros are here 24/7 and always happy to aid. Thank you for being a loyal [COMPANY Proper noun] customer.

Take care,

[YOUR Proper noun]

Why this canned response is effective:

• The message proactively addresses the client's concern well-nigh whether or not their support ticket was received.
• It reminds the client that the service team is available to them should they need farther assistance.

2. Thanks for the product/feature recommendation.

Who has more noesis well-nigh what products and features your customers need than the customers themselves? Some of the best ideas companies receive come up from their clients. That'south why these businesses actively solicit ideas and feedback from them using idea submission forms.

When a customer goes out of their way to offer costless advice about something they'd be willing to purchase from your business, they deserve some acknowledgment for that. A canned response is the perfect tool to give the customer positive reinforcement for sharing their thoughts with your team.

Implementing every piece of client feedback isn't the most effective way to run your business, then y'all'll desire to avoid promising customers any new products or features they suggest. Outlining the process your support team follows when they receive an idea submission will typically suffice as a helpful canned response. Here's an example of what that might look like:

Howdy [Customer NAME],

Thanks for submitting that thoughtful idea. Our product team is excited to review it and pass it on to our developers for consideration in our next product rollout.

I'grand certain you sympathize that we receive many swell ideas from our customers, and we're grateful for all of them. Merely we practise have a limited number of developers whom we don't desire to overwhelm.

That means your idea volition be prioritized according to our internal review organisation. If your idea is selected, we'll notify you — nosotros'd love for you to assistance us test information technology earlier it goes live.

If you have other ideas, exercise let the states know past submitting some other idea submission form [LINK TO FORM].

We capeesh your recommendation,

[YOUR Name]

Why this canned response is effective:

• The email politely lets the customer know that their thought will exist considered, but non necessarily implemented correct away.
• The client is encouraged to submit more than ideas if they have any.

3. Nosotros're however working on your case.

Sometimes support cases can take longer than the client (and even the back up team) was expecting.

Equally the fourth dimension it takes to resolve the issue increases, your client's patience decreases. They might begin to dubiety that their issue is being taken care of at all — and that'due south not good for the overall customer feel.

A lack of trust is best resolved past preventing information technology in the first identify. Proactively touch base with the customer to let them know you lot're working hard to reach a resolution and that you'll follow upwardly with updates. And so, follow through on your commitment. This shows that your company cares about the customer feel before, during, and later their purchase.

Here's an instance of a canned response that reassures the customer that their issue will be resolved. This 1 is based on an email the LawnStarter squad received.

Hey [Customer NAME],

Before nosotros go into the weekend, I wanted to update you on the condition of your issue.

Your [Result] is in progress and is being worked on by our production team. We're prioritizing your request, and I volition brand certain this issue is resolved over the weekend. Thanks for your patience.

Accept intendance,

[YOUR NAME]

Why this canned response is effective:

• The service team is advocating for the customer.
• It preemptively quells a complaint from the customer subsequently.

four. We're endmost your ticket.

One time a customer has indicated that their issue was resolved, it's of import to thank them for their patience.

If possible, this message should come up from the agent that was handling the case, and it should announced in the same email thread where the event was first mentioned. If this is non possible, exist certain to indicate which support issue this email is addressing then the customer isn't confused.

The template below gives this canned response a friendly tone, but yous should customize it to suit the tone and voice that's appropriate for the situation.

How-do-you-do [CUSTOMER Name],

Thanks for taking the time to speak well-nigh [ISSUE] today. I've updated your contact record in our system, so your subscription will renew past the end of the day.

Is in that location annihilation else I can assistance you with? Please don't hesitate to reply to this electronic mail or call me at [123-456-7891] if you have any other questions.

Best,

[YOUR Proper noun]

Why this canned response is effective:

• The customer has i final opportunity to respond before the service rep closes the ticket.
• It confirms that the support rep has washed the work to resolve the customer's problem.

5. Virtually your request for a refund.

Even though your organisation may not permit refunds, your support team is likely to receive a request like this at some bespeak. On the surface, it seems simple to let the customer know you don't allow refunds, but don't brush off this asking. It'southward indicative of a larger issue that your client service team needs to address and resolve.

In your canned response to this matter, information technology's of import to acknowledge that there'south a trouble you want to know more almost. Atomic number 82 with empathy, follow up with the options bachelor to the customer, then ask what you lot tin can practise to make a difference.

Hi [CUSTOMER Proper noun],

I'g saddened to hear that you lot're non happy with your recent purchase, and I promise yous'll let me go far right.

Although we don't offer refunds, we do have several options available to give you the value you lot deserve from [Company Proper noun].

• [Listing OF OPTIONS: exchange, render, discount on a future buy, etc. - include links if applicative.]

If yous'll reply to this email straight with the option that suits your needs, I'll process that for you right away.

In the concurrently, will you lot share with me what went incorrect with this purchase?

Warm regards,

[YOUR Proper name]

Why this canned response is effective:

• It takes the focus off of what the back up team can't practise and focuses on what they can do.
• The client knows that the company is committed to providing value, even when things aren't going well.
• The rep asks a follow-up question to solve the root crusade of the problem.

6. Were you happy with the resolution?

Sometimes, there are issues that take fourth dimension to resolve. For example, I recently placed an order with a visitor, merely information technology was lost in transit. The company issued a new date of expected commitment, but the packet all the same didn't arrive.

Another instance of this upshot is when a customer has trouble using a feature of your product. Although you may take implemented a set up on your end, there could be roadblocks preventing the customer from experiencing the solution.

Don't put the onus on your customers to bank check in with yous — instead, proactively reach out once you've solved the customer's problem to make sure information technology was satisfactory.

Occasionally at LawnStarter, for example, a customer doesn't like the work their backyard professional person does, so the visitor offers to send a new squad member out to rectify the situation. Hither's an case of the LawnStarter back up team checking in to make sure the customer was satisfied.

Hi [CUSTOMER NAME],

A few weeks ago, you mentioned that you weren't satisfied with the lawn care service you received. Nosotros offered to send a different lawn care provider to complete your future services. My records show that your most contempo date was completed past a new lawn care professional on our team. How did it become?

Your satisfaction is our priority. Y'all can respond direct to this email and permit united states of america know what you lot think.

Thanks,

[YOUR NAME]

Why this canned response is effective:

• It reminds the client of their complaint.
• Their feedback is requested about the solution the company provided.

7. Were y'all satisfied with our client support?

Once an issue is closed out, it is important to get feedback from your customers, normally in the form of a customer satisfaction survey.

This message should be straight to the point and neutral. Y'all don't want to lead your customers to a positive response. A survey that is worded too positively can skew your data.

Here's a template that includes the conversation history to help jog the customer's memory.

Hullo [CUSTOMER Proper name],

Nosotros'd like to hear what you recall of our customer service. Please take a moment to answer one uncomplicated question past clicking either link below:

Good, I'thou satisfied

Bad, I'm unsatisfied

Here'southward a reminder of what your ticket was nigh:

[Details]

Thanks,

[YOUR Proper name]

Why this canned response is constructive:

• Information technology's simple and neutral with nearly no language that might skew the customer's response.

8. An update on your request for access.

Your customers go through a lot of change during the course of their careers, and switching roles or teams are some of the most common ones. That means y'all'll receive requests for access to information from people who don't take permission to receive it yet.

This situation could lead to a never-ending game of pass the buck, but careful diction can preclude legal or ethical issues for your visitor and avert frustrating your client. Explaining why you tin't grant the person access and what steps they need to take adjacent can amicably resolve the result.

Howdy [Customer Name],

Our support team received your request for admission and we're here to assist. We have determined that y'all'll need to complete the following steps before we can keep.

We're unable to verify that the [proper noun, electronic mail, other identifying information] you lot provided matches the information nosotros accept on file for this account. Nosotros accept the privacy and security of our customers seriously, so to protect you and your company, delight reply to this email and ostend the following information:

• [Listing OF Information]

One time you reply, that response will come back to me to verify, and I'll move your instance forward from there.

Thanks for your cooperation,

[YOUR NAME]

Why this canned response is effective:

• The company is positioned as a champion of the customer'southward safety, not a roadblock to the person's access.
• The information that the support rep needs from the customer is clearly organized and actionable.

9. We demand more information to complete your order.

Sometimes, if a customer places an club online or through an app, the client service team might need to confirm data about the club before processing it. When y'all reach out and need the customer to have an extra step, the advice should be clear, succinct, and easy for them to act upon.

Hello [CUSTOMER Name],

Thanks for placing your society with u.s. on [DATE]. Nosotros demand to confirm your payment method for the order equally the card you accept on file was declined.

You tin can requite me a telephone call at [XXX-30-XXXX] to update this information, or you lot can change your preferences in your account contour now. So, we'll be able to process and ship your order.

If you lot have any farther questions or concerns, allow the states know! Thanks for your social club from [COMPANY]

Take intendance,

[YOUR Name]

Why this canned response is effective:

• It gives the client more than one way to help the service rep troubleshoot.
• It clearly explains that when this data is received, the customer'south club will be processed and shipped.

10. Hither's how to do it yourself.

Inevitably, customers volition reach out with a support issue that, in your opinion, shouldn't be a support case.

For example, a customer may report that a feature isn't working properly, when, in reality, the trouble was actually user error.

Continue in mind that your product isn't self-explanatory to people outside of your internal team, and then making instructions articulate is your responsibility — not theirs. The most important thing you can do is avoid using a cavalier tone, no affair how simple the issue might seem.

You might be tempted to e-mail the client a link to your knowledge base of operations, only they'll appreciate that you went the extra mile to personalize the solution. Include the instructions in the email itself, with screenshots as a visual aid. Make it as like shooting fish in a barrel every bit possible for your customer to solve the trouble, and include whatsoever other relevant information that volition help them succeed with using that feature. Here's an example of a DIY canned response template that you can customize:

Hi [CUSTOMER Proper noun],

I've switched your [SETTING] from weekly to bi-weekly, as you requested. Your next service volition be on [DATE].

If you need to modify your frequency settings again, yous can do that online here by navigating to "Support" and clicking "Change Frequency."

Let me know if there's anything else I tin can help with.

Thank you,

[YOUR Proper noun]

Why this canned response is effective:

• The bulletin is polite and helpful without being cavalier.
• The back up rep provided an immediate solution to the consequence and then included a fashion to solve it themselves in the future.

11. Your support asking has been escalated.

At that place are several reasons why customer support requests might be escalated at your visitor which means it's about impossible (or at least inefficient) to write a canned response for every one of them. In most of these situations, though, the customer is waiting longer than usual for a solution and volition be receiving communication from another person in your company. That'southward the issue you need to address.

In order to go ahead of questions earlier they arise, let the customer know that you're intentionally escalating their upshot to get them the solution they need. You might as well include a reason why you lot and your team are unable to handle a request of this caliber. Finally, reassure the client that their request is of import and the new team handling their issue is nearly qualified to resolve it.

Hullo [Client Proper noun],

Later on reviewing your request, I've determined that this blazon of issue is best handled by our [ESCALATION TEAM NAME] team. My capabilities are limited when it comes to [Outcome Blazon] so it would take me significantly longer to solve this for you lot.

Your case is important to [COMPANY] and [ESCALATION Squad NAME] is more than qualified to get this resolved for you in [TIMEFRAME]. If y'all don't hear dorsum by and then, reopen this ticket.

If you have other questions, reply directly to this email and I'll be happy to assist further.

Sincerely,

[YOUR Proper noun]

Why this canned response is effective:

• It shows that the client service rep actually reviewed the case before responding.
• The client has been assured that they'll exist taken intendance of by the escalation team.

12. We acknowledge this mistake.

No matter how proficient your customer service team is, somewhen yous're going to make a mistake. It happens to every business. Sometimes there'southward little you could've done to avoid it. In these cases, information technology'due south all-time to acknowledge your function in the situation and explain the steps you lot're taking to solve it.

If the outcome is pocket-size and hands stock-still, so your squad should resolve the problem earlier reaching out to the customer. You should still let the customer know nearly the error and discuss the steps you've taken to correct information technology. This will demonstrate transparency and build trust with your customer base. So long as the problem is resolved, customers will appreciate your honesty and dedication.

If the trouble is more than complex, your squad should achieve out to the customer immediately. Apologize for any inconvenience you may take acquired and assure them that yous're taking activeness to gear up the issue. These conversations tend to be sensitive, so it helps to maintain a at-home, reasonable tone, like in the instance below.

Hello [CUSTOMER NAME],

I wanted to reach out with an update on your issue regarding [Consequence TOPIC]. We regretfully admit that there has been an oversight made on your case. During our troubleshooting, we [Caption].

Nosotros acknowledge and apologize for how our mistake has created an inconvenience for yous. We know that your goal is to [CUSTOMER'S GOAL] and we want to assure you lot that we are doing everything within our power to resolve this situation. Here are the steps we are taking to manage it right now:

[TROUBLESHOOTING STEPS]

Again, we are incredibly pitiful for the inconvenience this has acquired and will update y'all as before long as we take a resolution. Delight feel welcome to reach out to us with whatsoever questions y'all may have most this information as we would be more than happy to assistance.

Talk to you soon,

[YOUR Name]

Why this canned response is effective:

• That the company has taken responsibility for its error.
• It acknowledges the importance of the customer's goal.
• The manner the visitor will mitigate the upshot now and in the future was explained clearly without making excuses.

13. Thanks for working with u.s.! Nosotros're closing this ticket now.

In some cases, customers may forget or ignore the ticket they take open with your service team. This canned electronic mail response alerts the customer that, unless they have any additional questions for your team, you lot'll be closing the ticket. Be certain to offer assistance earlier closing the ticket as customers may have of import follow-upward questions well-nigh the piece of work you've done for them.

This template begins by recapping the details of the case, and so highlights that you'll be closing the ticket. If you're using a ticketing organization, let them know how they tin reopen their ticket and how to contact a service rep if needed. It'southward helpful to betoken that the customer should contact the aforementioned rep so they don't have to explain their case over again if they need aid with the aforementioned outcome.

Below is a message you can use to conclude your customer service cases.

Hi [CUSTOMER NAME],

I'one thousand reaching out about your example with us regarding [CASE TOPIC]. Information technology's been [NUMBER OF DAYS] days since we've heard from you, then I wanted to reach out and allow you know we are going to close this ticket.

Delight feel welcome to reopen this ticket or start a new one if you need whatever farther help.

Thanks once more for working with us!

[YOUR NAME]

Why this canned response is effective:

• The email reminds the client how long it'due south been since they last responded.
• The customer is invited to reopen the ticket if they do need help.

fourteen. Following up on your request to speak to an agent.

In today's tech mural, just about everything is automated, or at to the lowest degree done digitally. The reality is, phone calls and alive support might not be a luxury your team offers to customers at scale. Luckily, there's a helpful way to explain this to them while offering them alternative solutions.

Shifting the focus from what yous can't practise (take phone calls) to what you tin do (solve their problem) will assist keep the customer calm and responsive. Include the information y'all need to become your troubleshooting process started and explain that you lot'll be working in existent fourth dimension to get it settled.

Hi [Client Name],

The back up team at [COMPANY] is here to assist you as rapidly as we can, and the best way to do that is via digital communication. I empathise our lack of live communication might be frustrating for y'all, just rest assured, y'all'll nevertheless receive superior customer service this way.

With your assist on the post-obit items, I can get-go troubleshooting right away.

• [LIST THE INFORMATION Yous Demand]

If you lot'd like to move forward, reply to this electronic mail — it'll come directly to me so I can get started on your case.

Give thanks yous,

[YOUR Proper noun]

Why this canned response is effective:

• Information technology acknowledges that the company's process is frustrating to the customer.
• The support rep promises the customer that they will receive infrequent service because of the quality of the support team, not the mode of communication.

fifteen. Here's what we can do for y'all.

If you've been in the client service field long enough, y'all know that customers will make requests your team tin can't fulfill. People have very specific needs and no unmarried product or service tin meet every customer'south expectations. Nevertheless, when your offer isn't enough to attain their goals, "we can't practise that" isn't the answer. Instead, offer your customers an alternative resources.

This is where a customs forum or knowledge base comes in handy. You tin direct customers to these cocky-service resources where they can interact with other customers. This not only provides an alternative solution but information technology also encourages customers to communicate with one another. When customers piece of work together, information technology stimulates customer advancement which increases customer loyalty.

Here's a template you can use when your squad needs to transfer the client to an alternative resource.

Hi [Client Proper noun],

Thank you for reaching out about [CUSTOMER'S REQUEST]. It looks like we're limited in our power to solve the issue, only hither's what I can do.

To start, I recommend taking a expect at our community forum: [LINK TO FORUM]. There, you can find other users who may have institute a solution to a similar roadblock.

If that resource doesn't work, take a look at our knowledge base: [LINK TO KNOWLEDGE BASE]. We accept some FAQ pages that may have the respond you're looking for.

Finally, if both those options neglect, you lot can post your asking on our ideas forum: [LINK TO FORUM]. This forum lets you lot pitch a production or service idea to our team. Our developers may consider it as a future product or feature.

Please feel welcome to reach out to me with any questions yous may have on these resources. I would be more happy to assistance!

Thanks,

[YOUR Proper noun]

Why this canned response is constructive:

• It explains why the support team tin't solve the issue.
• At that place are several alternatives included in the message that the customer tin can try which shows that the service representative cares about the customer's business organization fifty-fifty though they don't have the best solution

How to Write Canned Responses for Customer Service that Work

At present that you've read some of the common canned responses, you're probably thinking about times you lot've gotten one of those responses. Chances are, it was not a good experience.

Even the term "canned response" makes me cringe a little, quite bluntly.

The perfect canned response shouldn't audio canned at all. Rather information technology should give your customers the best experience possible. Call up, that'south the goal of a canned response later all.

Here are a few guidelines for crafting loftier-quality canned responses:

1. Acknowledge your shortfalls and empathise.

"When you're incorrect, admit information technology quickly and emphatically." - Dale Carnegie, How to Win Friends and Influence People.

Though your gut reaction is to answer defensively, it's important to let your customers know that your visitor fell short, and you understand their pain. If a customer isn't happy with a service or tin can't become a product to work, it's your squad's responsibility to fix information technology.

E'er think about how y'all want to be treated when you need help from a company'south customer service squad.

two. Avoid bland jargon.

There'south naught more than disingenuous than a line like "We are working diligently to resolve the outcome yous experienced," or "Your satisfaction is of utmost importance."

While these things might be true, there's a way to personalize them and so that they're believable.

A good practice for writing canned responses that sound accurate is to write them the way y'all speak. The tone and linguistic communication used in your templated emails can make an impression on your customer, and so don't accept the opportunity to showcase the brand for granted. If you lot're not an expert in this area, cheque out these ten tips for writing compelling email copy and tap someone from your marketing team to assistance.

iii. Personalized, but not too personal.

How many times have yous submitted a support request and received a response like:

"[Company] has received your support ticket #34850. Reply above this line"?

It makes you experience like a number.

Make sure your canned response addresses the customer by proper noun and is somewhat tailored to the nature of the asking.

Even so, don't get overboard attempting to make the bulletin look like it was typed personally. For example, putting "Sent from my iPhone" in the footer is going fashion too far. Customers will see right through this charade.

Instead, aim for something like this:

"Hey, [Proper name], our support team just received your ticket. As before long as we take an update, we'll reach out to you lot. Until and so, hang on to this ticket number if you demand to ask a question or give united states more information to solve your outcome: ticket #34850.

[Back up Team]

4. Set expectations.

In the instance that you tin't solve a client's issue immediately (and there volition exist many), allow the customer know when to expect a response. This is but as of import for your team every bit it is for the customer because it gives your service reps time and space to work without being interrupted with update inquiries.

And I get it, sometimes you really don't know how long a customer event might take to resolve, just do your best to give an guess. If yous know for sure you could resolve a problem in less than a week, simply three days might exist pushing your team'southward capacity to the limit, tell the customer it'll be a calendar week earlier they'll hear dorsum. Information technology's always best to underpromise and overdeliver.

five. Don't utilise a canned response when a personal response is needed.

In that location'southward a time and identify for canned responses, but sometimes you should really type a personalized response that's unique to the situation — especially when your product or service actually falls short.

Canned Responses Customized for Your Business

Once yous've set up your canned responses, the work is far from over. Make sure you lot periodically review the responses and rails how customers react to them. You might also find y'all need to add more responses for new products and features that you innovate to your customer base. When your support email templates are efficient and effective, both your team and the customer volition benefit.

Editor's note: This post was originally published in July 2019 and has been updated for comprehensiveness.

clintondeach1976.blogspot.com

Source: https://blog.hubspot.com/service/canned-responses

Share this post