Canned responses

What are Canned Responses?

Canned responses are pre-established textual responses that can be applied to specific ticket topics. Typically employed to address frequently asked questions, they serve to expedite the support agent's workflow in handling common queries.

Visibility Options for Canned Responses

Public Canned Responses are versatile tools that can be crafted centrally by managers or administrators. These responses serve as standardized solutions accessible to all agents working on tickets. This ensures a unified and coherent approach to addressing frequently encountered issues.

Private Canned Responses provide individual agents with the flexibility to create personalized responses for their specific needs. Only the creator can use his own Private Canned Responses. This level of customization is beneficial when dealing with unique or less common scenarios, allowing agents to tailor their communication style without affecting the broader team's responses.

Taking customization a step further, the Canned Responses feature allows for a granular distribution of responses based on brand and ticket topic. This feature ensures that responses are not only pre-crafted but also precisely matched to the context of the customer query. To implement this level of granularity, users can specify the Allowed Brands and Allowed Topics for each Canned Response. By setting these parameters, the responses become contextually relevant and can only be applied to tickets created under the specified brand and topic.

How to create Canned Response?

1. Log in to Grogu Desk.

2. Click on Canned Response section.

3. Click on + Canned Response button.

4. Type Canned Response Title.

5. Enter the Text of your Сanned Response.

6. Choose Canned Response Type(Private or Public).

7. Select Allowed Brands and Allowed Topics (if you need to use this Canned Response in certain tickets).

8. Click on Create button.

Variables in Canned Responses

One of the powerful features of Canned Responses is the ability to incorporate variables. When a Canned Response with variables is applied, these variables transform into the relevant information present in the specific ticket, providing a personalized touch to customer interactions.

In Grogu Desk, the following variables are implemented:

• Brand.

• Ticket Number.

• Subject.

• Topic.

• Ticket Creator.

• Current User Name.

• Current User Email.

Canned Response Examples

Grogu Desk allows you to generate an unlimited quantity of canned responses for your needs. Check out our examples for inspiration.

1. We’re fixing the issue right now.

2. Thank you for your request! Please wait, we will contact you!

3. Thank you for your understanding.

4. If you have any additional questions, please inform us

5. Thank you for your request! We are already on the way to solving your problem. Sorry for the inconvenience! Kindly regards

6. Is there anything else I can assist you with?.

7. Thanks for contacting!

8. You're welcome.

9. Hello, I'm taking over this conversation as my colleague finishes their shift. Please allow me a moment to catch up.

10. Do you have additional questions I can address?

Advantages of Canned Responses for Businesses

1. Faster Response Times: responses reduce reply time from potential minutes to under 10 seconds, leading to quicker assistance, shorter waiting times, and increased client satisfaction.

2. Customer Satisfaction: Swift responses significantly boost customer satisfaction, with 69% of surveyed individuals attributing positive experiences to prompt service.

3. Improved Quality and Accuracy: Canned responses prevent errors like inconsistent information and grammatical mistakes, ensuring high-quality communication for a positive customer experience and a favorable brand image.

4. Higher Agent Productivity: By cutting down on repetitive typing, canned responses save agents time, allowing them to handle more service requests and significantly boosting overall productivity.

5. Personalization: Despite common beliefs, canned responses can be personalized, creating a sense of recognition and value for the customer, ensuring they feel individually addressed.