I Dont Know How You Do It Response

Canned responses are pre-populated aid desk e-mail messages that allow customer support agents to answer quickly to customer issues. A catalog of canned responses tin increase a client success squad's efficiency, assuasive them to provide more resolutions to more than customers, rapidly and efficiently.

Here are some common canned responses to relieve in your electronic mail inbox, forth with details on how to implement them successfully.

Toward the stop of this post, we've included some guiding principles that you can implement to provide the all-time customer experience possible for your customers.

All-time Canned Responses for Customer Service

1. We've received your message and we're working on information technology.
2. Thanks for the product/feature recommendation.
3. We're still working on your case.
4. We're closing your ticket.
5. About your request for a refund.
6. Were you happy with the resolution?
7. Were you satisfied with our customer support?
8. An update on your request for access.
9. We need more data to complete your order.
10. Here'south how to do information technology yourself.
11. Your support request has been escalated.
12. We acknowledge this mistake.
13. Cheers for working with us! We're closing this ticket at present.
14. Following up on your request to speak to an agent.
15. Hither's what we can practise for yous.

1. Nosotros've received your message and we're working on it.

If a customer submits a support ticket, they should get confirmation that y'all received the ticket and your squad is working on information technology.

If possible, personalize the response in a style that addresses the client's issue rather than sending a blanket "Nosotros received your support request" message.

Here's a great example of a personalized acknowledgment template which you can customize:

Hey [Client Name],

Thank you lot for reaching out to united states of america.

Our internal team noticed that this tracking number hasn't been updated nevertheless. Nosotros're communicating with the merchant for an update, and as soon equally we receive one, we'll follow upward. I appreciate your patience with this order.

If you accept any further questions or concerns, let us know. We are here 24/7 and always happy to help. Cheers for being a loyal [Company Proper name] customer.

Take care,

[YOUR Proper noun]

Why this canned response is effective:

• The message proactively addresses the client's concern about whether or not their back up ticket was received.
• It reminds the customer that the service team is available to them should they need further help.

2. Thanks for the product/characteristic 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 from their clients. That's why these businesses actively solicit ideas and feedback from them using idea submission forms.

When a client goes out of their way to offer free communication about something they'd be willing to buy 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 customer feedback isn't the most effective way to run your business organisation, and then you'll want to avoid promising customers any new products or features they suggest. Outlining the procedure your support team follows when they receive an idea submission volition typically suffice every bit a helpful canned response. Here's an example of what that might look like:

Hi [CUSTOMER NAME],

Thank you for submitting that thoughtful idea. Our product squad is excited to review it and pass it on to our developers for consideration in our side by side product rollout.

I'm sure y'all sympathize that we receive many not bad ideas from our customers, and nosotros're grateful for all of them. But we practice accept a express number of developers whom we don't want to overwhelm.

That means your idea volition exist prioritized according to our internal review arrangement. If your thought is selected, nosotros'll notify y'all — we'd love for you to help us test it before it goes live.

If yous accept other ideas, do allow us know by submitting another idea submission form [LINK TO Grade].

We capeesh your recommendation,

[YOUR Proper noun]

Why this canned response is effective:

• The email politely lets the customer know that their idea will be considered, only not necessarily implemented right away.
• The customer is encouraged to submit more ideas if they accept whatsoever.

three. We're still working on your example.

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

Every bit the time it takes to resolve the outcome increases, your client's patience decreases. They might begin to doubt that their issue is being taken care of at all — and that's not good for the overall customer experience.

A lack of trust is all-time resolved by preventing it in the first place. Proactively bear upon base with the customer to let them know y'all're working hard to reach a resolution and that you'll follow up with updates. Then, follow through on your commitment. This shows that your company cares near the client experience before, during, and after their purchase.

Here'south an example of a canned response that reassures the client that their issue will be resolved. This i is based on an email the LawnStarter squad received.

Hey [CUSTOMER Proper name],

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

Your [Issue] is in progress and is being worked on past our product team. Nosotros're prioritizing your request, and I will make sure this event is resolved over the weekend. Thanks for your patience.

Take care,

[YOUR NAME]

Why this canned response is effective:

• The service squad is advocating for the customer.
• Information technology preemptively quells a complaint from the customer after.

4. We're closing your ticket.

Once a client has indicated that their issue was resolved, it'due south important to give thanks them for their patience.

If possible, this bulletin should come from the amanuensis that was treatment the example, and it should appear in the same e-mail thread where the issue was commencement mentioned. If this is not possible, be sure to bespeak which support issue this email is addressing and then the customer isn't confused.

The template below gives this canned response a friendly tone, but you should customize it to suit the tone and phonation that's appropriate for the state of affairs.

Hi [CUSTOMER NAME],

Thanks for taking the fourth dimension to speak about [ISSUE] today. I've updated your contact record in our system, and then your subscription will renew past the stop of the day.

Is there anything else I can help you with? Delight don't hesitate to respond to this e-mail or call me at [123-456-7891] if you have any other questions.

Best,

[YOUR Name]

Why this canned response is constructive:

• The customer has one final opportunity to respond before the service rep closes the ticket.
• It confirms that the back up rep has done the work to resolve the customer'south trouble.

v. Near your request for a refund.

Even though your organization may non permit refunds, your back up team is likely to receive a asking like this at some point. On the surface, it seems simple to let the customer know yous don't allow refunds, but don't brush off this request. It's indicative of a larger issue that your customer service team needs to address and resolve.

In your canned response to this matter, it's important to acknowledge that there's a problem you lot want to know more than virtually. Lead with empathy, follow up with the options bachelor to the customer, then inquire what you tin do to make a deviation.

Hello [Client NAME],

I'm saddened to hear that you're not happy with your recent purchase, and I hope y'all'll let me make information technology correct.

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

• [LIST OF OPTIONS: exchange, return, discount on a future buy, etc. - include links if applicable.]

If yous'll respond to this email directly with the option that suits your needs, I'll procedure that for you lot right away.

In the meantime, will y'all share with me what went wrong with this purchase?

Warm regards,

[YOUR NAME]

Why this canned response is effective:

• It takes the focus off of what the support team can't do and focuses on what they tin can practise.
• The customer knows that the company is committed to providing value, even when things aren't going well.
• The rep asks a follow-upwardly question to solve the root cause of the trouble.

vi. Were yous happy with the resolution?

Sometimes, there are issues that accept time to resolve. For example, I recently placed an order with a company, but information technology was lost in transit. The company issued a new appointment of expected delivery, only the package still didn't get in.

Some other case of this issue is when a customer has trouble using a feature of your product. Although you may have implemented a gear up on your terminate, there could exist roadblocks preventing the customer from experiencing the solution.

Don't put the onus on your customers to cheque in with you — instead, proactively accomplish out once you've solved the customer's trouble to make sure it was satisfactory.

Occasionally at LawnStarter, for example, a customer doesn't similar the work their lawn professional does, so the company offers to transport a new squad member out to rectify the situation. Here's an example of the LawnStarter support squad checking in to make sure the client was satisfied.

Hi [CUSTOMER Proper name],

A few weeks ago, you mentioned that you weren't satisfied with the lawn care service you received. We offered to transport a different lawn care provider to complete your futurity services. My records show that your almost contempo appointment was completed by a new lawn care professional on our squad. How did it go?

Your satisfaction is our priority. You lot can reply straight to this email and permit usa know what you lot think.

Thanks,

[YOUR Name]

Why this canned response is constructive:

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

7. Were you satisfied with our client support?

Once an event is closed out, it is important to get feedback from your customers, usually in the form of a client satisfaction survey.

This message should be straight to the betoken and neutral. Y'all don't want to pb your customers to a positive response. A survey that is worded besides positively tin skew your data.

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

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

We'd like to hear what you think of our client service. Delight take a moment to answer one uncomplicated question by clicking either link below:

Good, I'yard satisfied

Bad, I'yard unsatisfied

Here's a reminder of what your ticket was about:

[Details]

Thanks,

[YOUR NAME]

Why this canned response is effective:

• It's elementary and neutral with nearly no language that might skew the customer's response.

eight. An update on your request for access.

Your customers go through a lot of alter during the course of their careers, and switching roles or teams are some of the nearly common ones. That means you'll receive requests for admission to data from people who don't accept permission to receive it yet.

This situation could lead to a never-ending game of laissez passer the buck, but careful diction tin forestall legal or ethical issues for your company and avoid frustrating your customer. Explaining why you can't grant the person access and what steps they need to take adjacent can amicably resolve the issue.

Hi [CUSTOMER NAME],

Our support team received your asking for admission and nosotros're hither to aid. We take adamant that you'll need to complete the following steps before nosotros can proceed.

We're unable to verify that the [proper name, email, other identifying data] you provided matches the information we have on file for this account. We take the privacy and security of our customers seriously, and then to protect you and your company, please reply to this email and confirm the following information:

• [LIST OF INFORMATION]

Once you answer, that response volition come back to me to verify, and I'll motion your example forward from there.

Cheers for your cooperation,

[YOUR Name]

Why this canned response is effective:

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

9. We demand more information to consummate your society.

Sometimes, if a customer places an order online or through an app, the customer service team might need to confirm data about the order before processing it. When you lot reach out and need the customer to take an actress step, the communication should be clear, succinct, and like shooting fish in a barrel for them to act upon.

Hullo [CUSTOMER NAME],

Thanks for placing your gild with us on [Date]. We demand to confirm your payment method for the order as the card you accept on file was declined.

You tin requite me a call at [Thirty-XXX-XXXX] to update this data, or you can change your preferences in your account profile now. Then, we'll be able to process and ship your guild.

If you have whatever further questions or concerns, let us know! Thanks for your order from [Visitor]

Take care,

[YOUR NAME]

Why this canned response is effective:

• It gives the customer more than one manner to help the service rep troubleshoot.
• Information technology conspicuously explains that when this information is received, the customer's lodge will be candy and shipped.

10. Here'due south how to do it yourself.

Inevitably, customers will reach out with a back up issue that, in your opinion, shouldn't be a back up case.

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

Go along in mind that your product isn't cocky-explanatory to people exterior of your internal team, so making instructions clear is your responsibility — not theirs. The about of import thing you can do is avoid using a condescending tone, no matter how simple the issue might seem.

You might be tempted to email the client a link to your knowledge base, merely they'll capeesh that y'all went the actress mile to personalize the solution. Include the instructions in the e-mail itself, with screenshots every bit a visual aid. Make it as easy every bit possible for your customer to solve the problem, and include any other relevant data that will help them succeed with using that feature. Here's an example of a DIY canned response template that yous tin can customize:

Hi [CUSTOMER NAME],

I've switched your [SETTING] from weekly to bi-weekly, as you requested. Your side by side service will exist on [Date].

If you demand to modify your frequency settings again, you can practice that online here by navigating to "Back up" and clicking "Alter Frequency."

Let me know if at that place'due south annihilation else I can help with.

Thanks,

[YOUR Proper noun]

Why this canned response is constructive:

• The bulletin is polite and helpful without existence condescending.
• The support rep provided an firsthand solution to the event and then included a way to solve information technology themselves in the time to come.

11. Your support asking has been escalated.

There are several reasons why customer support requests might be escalated at your company which means information technology'southward nearly impossible (or at to the lowest degree 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 will be receiving communication from another person in your company. That's the issue yous demand to address.

In order to become alee of questions before they arise, allow the customer know that you're intentionally escalating their issue to get them the solution they need. You might also include a reason why y'all and your team are unable to handle a request of this quotient. Finally, reassure the client that their request is important and the new team handling their issue is near qualified to resolve it.

How-do-you-do [Customer NAME],

After reviewing your request, I've determined that this type of issue is best handled by our [ESCALATION Squad Proper noun] team. My capabilities are express when it comes to [ISSUE TYPE] so it would accept me significantly longer to solve this for yous.

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

If you have other questions, answer directly to this e-mail and I'll exist happy to help further.

Sincerely,

[YOUR NAME]

Why this canned response is effective:

• Information technology shows that the customer service rep actually reviewed the instance before responding.
• The customer has been assured that they'll be taken intendance of by the escalation team.

12. We acknowledge this fault.

No matter how skilful your customer service team is, eventually you're going to brand a error. It happens to every business organisation. Sometimes there'due south little yous could've washed to avoid it. In these cases, information technology's best to acknowledge your part in the situation and explain the steps you lot're taking to solve information technology.

If the issue is small and easily fixed, then your team should resolve the problem earlier reaching out to the client. You should notwithstanding let the customer know about the error and talk over the steps y'all've taken to correct it. This will demonstrate transparency and build trust with your customer base. Then long as the problem is resolved, customers will capeesh your honesty and dedication.

If the trouble is more complex, your team should reach out to the customer immediately. Apologize for any inconvenience you may have caused and assure them that you're taking action to prepare the issue. These conversations tend to be sensitive, so it helps to maintain a calm, reasonable tone, like in the instance below.

Hello [Client NAME],

I wanted to accomplish out with an update on your issue regarding [ISSUE TOPIC]. We regretfully admit that there has been an oversight made on your case. During our troubleshooting, nosotros [Explanation].

We acknowledge and apologize for how our error has created an inconvenience for you. We know that your goal is to [Client'S GOAL] and we want to clinch you that we are doing everything within our power to resolve this state of affairs. Here are the steps we are taking to manage it right now:

[TROUBLESHOOTING STEPS]

Again, we are incredibly lamentable for the inconvenience this has caused and will update you every bit soon as we have a resolution. Delight feel welcome to reach out to the states with whatsoever questions you may have nearly this information as nosotros would be more than than happy to help.

Talk to y'all shortly,

[YOUR NAME]

Why this canned response is effective:

• That the company has taken responsibleness for its mistake.
• Information technology acknowledges the importance of the client's goal.
• The fashion the company will mitigate the issue now and in the future was explained clearly without making excuses.

13. Cheers for working with us! We're closing this ticket at present.

In some cases, customers may forget or ignore the ticket they have open with your service team. This canned e-mail response alerts the customer that, unless they have any additional questions for your team, you'll exist closing the ticket. Be sure to offer assistance before closing the ticket as customers may have important follow-up questions about the piece of work you lot've washed for them.

This template begins by recapping the details of the example, then highlights that you'll exist closing the ticket. If you lot're using a ticketing system, permit them know how they can reopen their ticket and how to contact a service rep if needed. Information technology's helpful to indicate that the customer should contact the aforementioned rep so they don't have to explain their instance again if they need assistance with the same issue.

Below is a message y'all can use to conclude your customer service cases.

Hi [CUSTOMER NAME],

I'm reaching out about your case with u.s.a. regarding [CASE TOPIC]. It's been [NUMBER OF DAYS] days since we've heard from y'all, so I wanted to reach out and let you know we are going to close this ticket.

Delight feel welcome to reopen this ticket or start a new ane if you need any farther assistance.

Cheers again for working with us!

[YOUR Proper noun]

Why this canned response is effective:

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

xiv. Post-obit up on your asking to speak to an agent.

In today's tech landscape, just about everything is automated, or at least done digitally. The reality is, phone calls and live 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 you tin can't practise (take phone calls) to what yous can do (solve their problem) will help keep the customer at-home and responsive. Include the information yous need to get your troubleshooting process started and explicate that you'll exist working in real time to get it settled.

Hi [Customer Proper name],

The support team at [Visitor] is hither to help you lot as chop-chop every bit we tin can, and the best manner to practise that is via digital communication. I sympathise our lack of live advice might be frustrating for y'all, but residuum bodacious, you'll still receive superior customer service this way.

With your assist on the following items, I tin can first troubleshooting right abroad.

• [LIST THE Data YOU Demand]

If y'all'd like to move forrard, reply to this email — information technology'll come up directly to me so I can go started on your case.

Thank you,

[YOUR NAME]

Why this canned response is constructive:

• It acknowledges that the company's process is frustrating to the customer.
• The support rep promises the customer that they volition receive exceptional service because of the quality of the back up team, not the mode of communication.

15. Hither'southward what we can do for you lot.

If you've been in the customer service field long plenty, you know that customers will make requests your team can't fulfill. People have very specific needs and no single production or service can run across every customer'due south expectations. Even so, when your offer isn't enough to achieve their goals, "we tin can't practise that" isn't the respond. Instead, offer your customers an alternative resource.

This is where a community forum or cognition base comes in handy. Y'all tin direct customers to these self-service resources where they can collaborate with other customers. This non only provides an alternative solution simply information technology too encourages customers to communicate with one another. When customers piece of work together, information technology stimulates customer advocacy which increases customer loyalty.

Here'south a template yous can use when your team needs to transfer the client to an alternative resource.

Hi [Customer Proper name],

Thanks for reaching out about [Customer'S Asking]. It looks similar we're limited in our ability to solve the effect, but here'southward what I can do.

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

If that resource doesn't work, take a look at our knowledge base of operations: [LINK TO Noesis Base]. We take some FAQ pages that may have the reply you're looking for.

Finally, if both those options fail, yous can mail service your request on our ideas forum: [LINK TO FORUM]. This forum lets you pitch a product or service thought to our squad. Our developers may consider it as a futurity product or characteristic.

Delight feel welcome to reach out to me with any questions you may accept on these resources. I would exist more than happy to assist!

Thanks,

[YOUR Proper noun]

Why this canned response is constructive:

• Information technology explains why the support squad can't solve the issue.
• In that location are several alternatives included in the message that the customer can try which shows that the service representative cares nearly the customer's concern fifty-fifty though they don't have the all-time solution

How to Write Canned Responses for Customer Service that Work

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

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

The perfect canned response shouldn't sound canned at all. Rather it should give your customers the best experience possible. Recall, that's the goal of a canned response after all.

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

1. Admit your shortfalls and empathize.

"When you're wrong, acknowledge it quickly and emphatically." - Dale Carnegie, How to Win Friends and Influence People.

Though your gut reaction is to respond defensively, it'south important to let your customers know that your visitor fell curt, and you understand their pain. If a customer isn't happy with a service or can't become a product to work, it'south your team'south responsibility to gear up it.

Ever think about how you want to exist treated when you need help from a company'southward customer service squad.

ii. Avoid bland jargon.

At that place's cypher more disingenuous than a line similar "Nosotros are working diligently to resolve the event you experienced," or "Your satisfaction is of utmost importance."

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

A good practise for writing canned responses that audio authentic is to write them the style you speak. The tone and language used in your templated emails tin brand an impression on your customer, so don't take the opportunity to showcase the make for granted. If you lot're non an expert in this area, cheque out these 10 tips for writing compelling email copy and tap someone from your marketing squad to assistance.

3. Personalized, only not too personal.

How many times take you submitted a support asking and received a response like:

"[Visitor] has received your back up ticket #34850. Reply above this line"?

Information technology makes you feel like a number.

Make certain your canned response addresses the customer by name and is somewhat tailored to the nature of the asking.

Still, don't go overboard attempting to make the bulletin await like it was typed personally. For example, putting "Sent from my iPhone" in the footer is going way too far. Customers will run across right through this deception.

Instead, aim for something similar this:

"Hey, [Name], our support squad just received your ticket. As presently as we take an update, we'll reach out to you. Until then, hang on to this ticket number if you demand to ask a question or give us more information to solve your event: ticket #34850.

[Back up Team]

4. Set expectations.

In the instance that you lot can't solve a customer's effect immediately (and at that place will be many), allow the customer know when to await a response. This is just equally important for your team every bit it is for the customer because information technology gives your service reps time and space to work without being interrupted with update inquiries.

And I go it, sometimes you really don't know how long a customer event might accept to resolve, only practise your best to give an judge. If you lot know for certain you lot could resolve a problem in less than a week, but three days might be pushing your squad's chapters to the limit, tell the client it'll be a week before they'll hear back. It's always best to underpromise and overdeliver.

5. Don't use a canned response when a personal response is needed.

In that location'due south a fourth dimension and place for canned responses, just sometimes you should actually type a personalized response that'southward unique to the situation — especially when your product or service really falls brusk.

Canned Responses Customized for Your Business concern

Once you've fix your canned responses, the work is far from over. Make sure y'all periodically review the responses and track how customers react to them. You might also detect you need to add more responses for new products and features that you lot introduce to your customer base. When your support electronic mail templates are efficient and effective, both your team and the customer will benefit.

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

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

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