定型返信の作成に関するベスト プラクティス

Canned responses are reusable responses that agents and project admins can share with their customers to answer common queries. They can include acknowledgments, closing remarks, greetings, and signatures – you can create canned responses for any scenario. Find out how to create canned responses.

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These best-practice guidelines will help you get the most value from your canned responses.

Find opportunities to use canned responses

To improve the resolution time for your service requests, it will be helpful to find queries, gaps, and repeatedly asked questions that you can reply to using canned responses. For example, if your team has five different FAQ lists that you share with people upon receiving their request, create a canned response for each list so that you can share quickly without manually typing or copy-pasting repeatedly.

Use plain and natural language

Canned responses can be used to improve your service project team’s efficiency. However, your customers don't need to know that the responses they’re receiving are prewritten. Try to use a plain and conversational tone in your responses so that you can increase the team’s productivity while maintaining high customer service standards.

Add a touch of personalization

To make your canned responses personalized for each customer, make use of the variables. These variables can be used to address your requester, state their work item summary, provide the name of the agent assigned to the work item, or mention other things specific to their request. Read more about variables.

Insert links to relevant articles and resources

For queries that can be resolved using existing knowledge base articles and resources, insert the links within your canned response. This saves time for agents as it reduces repetitive queries.

Maintain a consistent voice and tone

Using a consistent voice and tone in your responses is reassuring for your customers. For example, if you use a friendly conversational tone while interacting with your customers, try to use the same while creating your canned responses.

Collect feedback and improve

Refresh the content of your canned responses regularly to ensure that the responses are up-to-date and address frequently asked questions from your customers.

Example canned responses

These examples of canned responses will help you get started. Analyse your team’s requirements and use these predefined responses to serve your customers better.