Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Article : Why Canned Responses Are Important for Live Support

#contactcenterworld, @proprofs

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.

....NOTE - content continues below this message


We invite you and your colleagues to join us LIVE as we take the highest rated industry conference to the next level! the 2022 World's Best! - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement GLOBAL Best Practices Conference!



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.

Faster interaction

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.
#contactcenterworld, @proprofs

About ProProfs:
Company LogoProProfs 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.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Capability And Reliability

Read today's tip or listen to it on podcast.

Published: Wednesday, October 25, 2017

Printer Friendly Version Printer friendly version

2022 Buyers Guide SaaS Solutions


CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)


We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.

We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.

About us - in 60 seconds!

Submit Event

Upcoming Events

17th Annual NEXT GENERATION BEST PRACTICES CX & CC Conference & Expo aimed at those who operate in North and South Americas, Europe, Middle East & Africa, Asia Pacific will help you with award-winning strategies and tactics from the best in the regio... Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =