Article : Why Canned Responses Are Important for Live Support
The implementation of such a tool will allow your business to grow by offering quick help on demand. As more people expect this kind of customer support, it is crucial that you start using it, as your competition probably already is.
However, it is important to note that utilizing this tool takes a lot of knowledge, practice, and skill. In addition to that, it is necessary to pick the right approaches that will allow you to take the most live chat support can offer. A fine example are canned responses your customer support agents should definitely use.
Let’s take a look at what canned responses are and why they are important for live chat support.
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What are canned responses?
Canned responses present scripted answers to the most usual questions customers ask. They are created and put into the live chat database, opening the option of using them during a live chat session.
Customer support agents can link common expressions with canned responses, making it easier for them to find the right response easily in a matter of second. This ensures that an agent is capable of handling multiple customer requests simultaneously.
Let’s explore why canned responses are important for live support.
One of the best advantages that canned responses bring is interaction speed. Within only a second, a good live chat support agent can find the perfect response for the customer’s question.
For example, collecting information about the most frequently asked questions is a good approach because agents can start creating a variety of answers for each of these questions. The more work is put in creating unique and professional canned responses, the better the interaction is going to be.
The overall result is increased speed, something that customers are going to find pleasing, making them fall in love your brand immediately.
Higher number of served customers
Another important aspect that canned messages improve includes the number of served customers. When a business is small, it is likely that there are not too many customer support requests. But, with growth, it is quite likely that your customer support is going to have to work with a higher number of people.
This becomes much easier with canned messages. A single agent can handle 5 to 10 customer support requests, depending on their complexity. In majority of cases, customers require a simple solution to their problem, something that can be delivered via 2 or 3 canned messages.
This interaction can last for several seconds, making it possible for agents to move on to the next customer. Overall, this makes it possible for small teams of people to handle hundreds of customer support requests daily, with ease.
Easier information sharing
Canned messages should not only contain simple text. It is also possible to include links that will lead customers to their solution. For example, if you already have a high quality knowledge base, you should utilize it and create perfect canned messages for your customers.
For example, create a set of canned messages that will immediately direct a customer to a particular link. It will take the load off the customer support agent, as he or she is going to be able to achieve first contact resolutions more often. Not to mention that everything is instantaneous, making the whole process much more effective. Remember that the agent would have to search for that link, whereas now, he or she can share it instantaneously.
Lower chance of making a typo
Staying professional in live chat is quite demanding. Without canned responses, a live chat agent would have to stay focused on grammar, formality, and typing correctly at all times.
Making typos when you are chatting with your friend is not a problem, but in a formal conversation with a customer, it can look quite unprofessional. To prevent this from happening, companies include canned responses. Due to the fact that they are previously worked on and examined, the chances of them containing a typo are quite small.
With grammatically correct and formal canned responses, your business is going to be perceived as a truly professional company. Make sure that you double check those canned responses; any mistake can lead to communication problems, something you do not want to occur, especially if you are working with hundreds or thousands of people every day.
Better service quality
The overall goal of the implementation of live chat software is the improvement of customer support. With the creation of canned responses, this tool becomes even better. It allows you to take customer support to a whole new level.
Your agents get into a position to offer high quality service to more people, more reliably, in a short period of time, and all of it is foolproof.
If you are already using live chat software, make sure that you start adding canned responses in your database. They are going to simplify the customer support process, especially for frequently asked questions. The sooner you take this step, the sooner you are going to experience higher customer satisfaction.
It is important to note though that there is a limit to canned response usage. The moment a particular problem does not fit your premade responses, your agent should take over communication manually. By doing this, you are ensuring that the customer is going to get the best service possible, at all times, no matter what their request is.
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ProProfs is the leading provider of comprehensive online tools for building, testing, and applying knowledge. Through its Quiz Maker, Survey Maker, Training Maker and Knowledge Base products, ProProfs offers trainers, marketers, and educators powerful but simple features without requiring them to download or learn expensive software. Featuring the largest library of professional quizzes and assessments along with powerful teaching & training tools, ProProfs helps millions of users each month to increase their productivity, efficiency, and profitability. ProProfs also offers an online knowledge base software that companies can use to create highly-searchable online FAQ’s to improve customer service and reduce tickets. ProProfs is a privately held company headquartered in Santa Monica, California.
Published: Wednesday, October 25, 2017
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