Yes, you read it right – 79 percent!<\/em><\/p>\n\n\n\n This suggests that unless your live chat agents answer queries quickly, you are going to frustrate (and maybe even, lose) at least 79% of your potential customers. <\/p>\n\n\n\n Luckily, there\u2019s a solution – Canned responses for live chat. <\/strong><\/p>\n\n\n\n Canned responses serve two purposes:<\/p>\n\n\n\n In this article, you\u2019ll find information on canned responses plus examples of actual canned responses for common live chat conversation scenarios. Copy them or tweak them per your need to achieve higher efficiency and happier customers.<\/p>\n\n\n\n Let\u2019s begin.<\/p>\n\n\n\n Canned responses are pre-written replies for frequent live chat queries or conversation scenarios. Typically, these messages are saved on the live chat platform and triggered using shortcuts, like this:<\/p>\n\n\n\n For example, say your website visitors ask questions about pricing all the time. Then, you can set a shortcut like \u201c\/livechat pricing\u201d to send the pricing-related canned message with all the details automatically.<\/p>\n\n\n\n But there\u2019s more:<\/p>\n\n\n\n So, what canned replies could you use in your live chat strategy? <\/p>\n\n\n\n Here are some of the best examples for the most common live chat conversations.<\/p>\n\n\n\n Look, there is no point in sugarcoating this – Canned responses are kind of a must for live chatting. <\/p>\n\n\n\n They make the difference between average and insanely great live chat experience for users. <\/p>\n\n\n\n So, if you haven\u2019t set them up, do it now. Here are 20+ examples for inspiration:<\/p>\n\n\n\n I wrote an article titled \u201c13 Live Chat Etiquette Tips For Modern Support Teams<\/a>\u201d a while back. The first two tips in there were:<\/p>\n\n\n\n And you know what? When you implement a greeting\/welcome canned message<\/a>, you\u2019ll follow both tips at the same time.<\/p>\n\n\n\n You\u2019ll connect with a visitor right away AND you\u2019ll do it in a friendly manner.<\/p>\n\n\n\n There are two types of welcome messages:<\/p>\n\n\n\n Because we are discussing canned \u201cresponses\u201d in this article, all examples I share throughout will be of reactive messages. For example, here\u2019s the greetings canned response for a customer who\u2019s just sent their query:<\/p>\n\n\n\n Thanks for getting in touch. My name\u2019s [Agent Name], and I\u2019ll be assisting you today \ud83d\ude42 Please give me a minute while I look at your query.<\/em><\/p>\n\n\n\n Similarly, here\u2019s one for visitors\u2019 queries:<\/p>\n\n\n\n Thank you for visiting [Website Name]! My name\u2019s [Agent name], and I\u2019ll assist you today.<\/em><\/p>\n\n\n\n Side Note:<\/strong> If you require a PIN or Ticket number to solve the customer\u2019s query, ask for it right in the greetings message.<\/p>\n\n\n\n FACT: Most small to mid-size businesses simply can\u2019t provide 24\/7\/365 customer service via live chat. There aren’t enough people to man the live chat at all hours. <\/p>\n\n\n\n But that doesn\u2019t mean that you need to hide the chat message and miss out on connecting with out-of-hours visitors. In fact, there are two things you can do:<\/p>\n\n\n\n (Note: Collect their name and email address to send an email response when the team replies. Also, it\u2019s one of the use cases of live chat as a lead generation tool<\/a>.)<\/p>\n\n\n\n (How Social Intents\u2019 live chat looks during away hours)<\/em><\/p>\n\n\n\n Our business hours: Monday-Friday, 9:00 AM to 5:00 PM EST. <\/em><\/p>\n\n\n\n Even if you have chat support process flow<\/a> figured, your agents might need to forward chats to relevant or experienced team members because:<\/p>\n\n\n\n Canned responses such as these will act as a good segway:<\/p>\n\n\n\n Suppose you strategically hide your pricing page or do not mention pricing at all on your website. In that case, visitors will ask for the quote\/charges they can expect through live chat.<\/p>\n\n\n\n For such visitors, keep a canned response ready.<\/p>\n\n\n\n Our charges depend on your requirements and scope of work. Would you like to get on a quick call with our agent to discuss your needs?<\/em><\/p>\n\n\n\n Glad you\u2019re interested in [Product Name]. Our plans start at [Plan Price] for [Features] and go up to [Advanced Plan Price] if you need [Advanced Features].<\/em><\/p>\n\n\n\n Would you like to know anything more about our plans?<\/em><\/p>\n\n\n\n If you sell consultations, provide a free demo of your product, run a service where people need to take appointments (say, a dentist), or something similar, you must have a canned response ready for people who ask to schedule a time.<\/p>\n\n\n\n They ask to schedule because:<\/p>\n\n\n\n Here\u2019s an example canned response for users who want to book an appointment:<\/p>\n\n\n\n Thanks \ud83d\ude42<\/em><\/p>\n\n\n\n In businesses where features are paramount (for example, a SaaS like Social Intents), people inevitably ask about specific features. For such cases, keeping a detailed response ready is a wise thing to do.<\/p>\n\n\n\n Another wise thing to do is to list all the feature requests. You can later refer to that list for customer-centric product development.<\/p>\n\n\n\n Here are a couple of possible responses to \u201cDo you have [X] feature?\u201d:<\/p>\n\n\n\n Sincerely apologizing for the mistake the agent or the company made is a live chat best practice. And you can create canned responses for common mistakes like delayed responses, late shipping, website downtime, etc.<\/p>\n\n\n\n Have response templates ready for when the issue is fixed. For example, say an update push led to an issue you got a lot of messages about. Have someone create a canned message while the engineering team pushes the fix.<\/p>\n\n\n\n Predictably, people always want a discount. And hence one of the most common requests live chat agents, especially of e-commerce stores, get is asking for discount codes. <\/p>\n\n\n\n Whether you have coupons for them or not, write a canned response for those chat requests.<\/p>\n\n\n\n BTW, Leave your email to get notified \ud83d\ude42<\/em><\/p>\n\n\n\n Your potential customer wants the best product at the best price. So, in their research process, they can ask your live chat agents how your product is better than the competitors\u2019 product. In such a case, having proper replies, or even better, comparison articles, ready to share is the way to go. <\/p>\n\n\n\n Here\u2019s an example of a canned response for people asking how [Product-1] is better than [Product-2]:<\/p>\n\n\n\n The above ten are common live chat scenarios where canned responses can replace unnecessary effort. Those were all the chats that go between customers stating their issues and you solving them. <\/p>\n\n\n\n Now, I\u2019ll share a couple of canned messages to send after the query is answered…starting with:<\/p>\n\n\n\n Asking for customer feedback is vital to bettering customer support and experience. Plus, it\u2019s also a great note to end the live chat at.<\/p>\n\n\n\n If you use Social Intents or are planning to sign up with Social Intents<\/a> to enable live chat on your site, you probably know that Social Intents lets businesses use Slack or MS Teams as a live chat communication interface.<\/p>\n\n\n\n Here\u2019s how you set up canned responses on both platforms:<\/p>\n\n\n\n\n
What Are Canned Responses?<\/h2>\n\n\n\n
![\"Example](\"https:\/\/www.socialintents.com\/blog\/wp-content\/uploads\/2021\/09\/image5-1024x699.png\")
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The Best Canned Response Examples For Chat<\/h2>\n\n\n\n
1. Greetings message \/ Welcome message<\/h3>\n\n\n\n
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2. Offline message<\/h3>\n\n\n\n
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![\"Away](\"https:\/\/www.socialintents.com\/blog\/wp-content\/uploads\/2021\/09\/image1.png\")
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3. I am forwarding the chat to\u2026<\/h3>\n\n\n\n
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4. The pricing list<\/h3>\n\n\n\n
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5. Choose date & time to book demo\/appointment<\/h3>\n\n\n\n
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6. Do you have this feature?<\/h3>\n\n\n\n
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7. We apologize for the mistake<\/h3>\n\n\n\n
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8. The issue is fixed<\/h3>\n\n\n\n
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9. Here\u2019s a discount code for you<\/h3>\n\n\n\n
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10. Here\u2019s how [Our Product] is better<\/h3>\n\n\n\n
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11. Do you have any more questions?<\/h3>\n\n\n\n
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12. Asking for feedback<\/h3>\n\n\n\n
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How To Set Up Live Chat Canned Responses With Social Intents?<\/h2>\n\n\n\n
1. Canned responses from Slack<\/a><\/h3>\n\n\n\n
![\"Slack](\"https:\/\/www.socialintents.com\/blog\/wp-content\/uploads\/2021\/09\/image4-1024x700.png\")
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![\"Setting](\"https:\/\/www.socialintents.com\/blog\/wp-content\/uploads\/2021\/09\/image2-1024x666.png\")
<\/figure>\n\n\n\n![\"Connecting](\"https:\/\/www.socialintents.com\/blog\/wp-content\/uploads\/2021\/09\/image3-1024x666.png\")
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