Canned messages are pre-defined answers to frequently asked questions from clients. Many companies see canned messages as an approach to propel customer service efficiency because customer representatives don’t have to type long custom messages for example step by step instructions. That is specifically true under live chat scenario where an agent is probably chatting with multiple customers at the same time.
However, some awful customer service experiences come exactly from these scripted messages. Things can be worse if the messages cannot tackle the customers’ issues and they feel that you are only buying time. After all, problem-solving is the priority goal of customer service.
Take all the advantages of canned messages while ditching the disadvantages. Here are some tips for you to help you out in doing the same.
There are plenty of situations where canned messages are often used, such as greetings, product information, discount inquiry and technical support.continue reading →