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Canned responses are pre-populated help desk email letters that let client support agents to reply quickly to customer issues. A catalog of canned responses can increment a client success team'south efficiency, allowing them to provide more resolutions to more than customers, quickly and efficiently.

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

Toward the end of this mail, we've included some guiding principles that you can implement to provide the best customer experience possible for your customers.

Best Canned Responses for Customer Service

1. We've received your message and we're working on information technology.
2. Cheers for the product/feature recommendation.
3. We're still working on your case.
4. We're endmost your ticket.
5. Well-nigh 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 society.
10. Here'south how to practice it yourself.
11. Your support request has been escalated.
12. We admit this mistake.
13. Thank you for working with us! We're closing this ticket at present.
14. Following upwards on your request to speak to an agent.
15. Here'southward what nosotros tin practice for you lot.

ane. Nosotros've received your message and nosotros're working on it.

If a client submits a support ticket, they should get confirmation that you received the ticket and your team is working on it.

If possible, personalize the response in a way that addresses the client'due south event rather than sending a blanket "Nosotros received your support request" bulletin.

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

Hey [CUSTOMER Proper noun],

Give thanks you for reaching out to the states.

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

If you lot accept whatsoever further questions or concerns, allow the states know. Nosotros are here 24/7 and always happy to help. Thanks for beingness a loyal [COMPANY Proper noun] client.

Have intendance,

[YOUR NAME]

Why this canned response is effective:

• The message proactively addresses the customer's concern about whether or not their support ticket was received.
• It reminds the customer that the service squad is available to them should they need further assistance.

ii. Thanks for the product/feature recommendation.

Who has more than cognition virtually what products and features your customers need than the customers themselves? Some of the all-time ideas companies receive come up from their clients. That'due south why these businesses actively solicit ideas and feedback from them using idea submission forms.

When a client goes out of their mode to offer costless advice about something they'd be willing to purchase from your business, they deserve some acknowledgment for that. A canned response is the perfect tool to requite the client positive reinforcement for sharing their thoughts with your team.

Implementing every piece of client feedback isn't the nigh effective manner to run your business organisation, and so y'all'll want to avoid promising customers any new products or features they propose. Outlining the process your support squad follows when they receive an thought submission will typically suffice every bit a helpful canned response. Hither'south an example of what that might await like:

Hi [CUSTOMER Proper noun],

Thanks for submitting that thoughtful idea. Our product team is excited to review information technology and laissez passer it on to our developers for consideration in our adjacent product rollout.

I'm sure you understand that we receive many slap-up ideas from our customers, and we're grateful for all of them. Only we do have a express number of developers whom we don't want to overwhelm.

That means your idea volition be prioritized according to our internal review arrangement. If your thought is selected, we'll notify you lot — nosotros'd love for y'all to aid the states test information technology earlier it goes live.

If you lot take other ideas, practice permit us know by submitting another idea submission class [LINK TO FORM].

We appreciate your recommendation,

[YOUR NAME]

Why this canned response is constructive:

• The email politely lets the customer know that their thought will be considered, only not necessarily implemented correct away.
• The customer is encouraged to submit more ideas if they have any.

three. Nosotros're still working on your case.

Sometimes support cases can take longer than the customer (and fifty-fifty the support team) was expecting.

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

A lack of trust is best resolved by preventing it in the first place. Proactively touch on base with the customer to allow them know yous're working hard to reach a resolution and that you'll follow upward with updates. Then, follow through on your commitment. This shows that your visitor cares about the customer experience before, during, and subsequently their purchase.

Here's an example of a canned response that reassures the customer that their outcome will exist resolved. This i is based on an email the LawnStarter team received.

Hey [Customer Proper name],

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

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

Take intendance,

[YOUR NAME]

Why this canned response is effective:

• The service team is advocating for the client.
• It preemptively quells a complaint from the customer later on.

4. We're closing your ticket.

In one case a customer has indicated that their effect was resolved, information technology's important to thank them for their patience.

If possible, this message should come up from the agent that was handling the case, and information technology should appear in the same email thread where the outcome was first mentioned. If this is non possible, be sure to indicate which support result this e-mail is addressing and then the customer isn't confused.

The template below gives this canned response a friendly tone, but you lot should customize information technology to suit the tone and voice that'due south appropriate for the situation.

Hi [Customer NAME],

Thanks for taking the time to speak about [Consequence] today. I've updated your contact tape in our system, so your subscription will renew by the terminate of the mean solar day.

Is there anything else I can assistance y'all with? Delight don't hesitate to reply to this email or call me at [123-456-7891] if you have any other questions.

Best,

[YOUR NAME]

Why this canned response is effective:

• The customer has 1 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.

five. Nearly your request for a refund.

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

In your canned response to this matter, it's of import to acknowledge that there's a problem you desire to know more virtually. Pb with empathy, follow upward with the options available to the customer, so ask what you tin can exercise to make a difference.

Hi [CUSTOMER NAME],

I'g saddened to hear that you're not happy with your recent purchase, and I promise you'll let me make it right.

Although we don't offer refunds, we do accept several options available to requite you the value you lot deserve from [Visitor Proper name].

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

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

In the meantime, volition you share with me what went incorrect with this purchase?

Warm regards,

[YOUR Name]

Why this canned response is effective:

• Information technology takes the focus off of what the support squad can't practice and focuses on what they can do.
• The client knows that the company is committed to providing value, even when things aren't going well.
• The rep asks a follow-up question to solve the root cause of the problem.

6. Were you happy with the resolution?

Sometimes, there are issues that take 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 date of expected delivery, but the package still didn't arrive.

Another example of this issue is when a customer has problem using a characteristic of your product. Although you lot may accept implemented a fix on your cease, there could exist roadblocks preventing the customer from experiencing the solution.

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

Occasionally at LawnStarter, for example, a customer doesn't like the work their backyard professional does, so the company offers to send a new team fellow member out to rectify the state of affairs. Here's an instance of the LawnStarter back up team checking in to make sure the client was satisfied.

Hi [CUSTOMER NAME],

A few weeks ago, you mentioned that you weren't satisfied with the lawn care service y'all received. We offered to send a different lawn care provider to complete your future services. My records show that your most recent appointment was completed past a new lawn care professional on our team. How did it go?

Your satisfaction is our priority. Yous tin reply directly to this email and let us know what you think.

Thank you,

[YOUR NAME]

Why this canned response is constructive:

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

7. Were yous satisfied with our customer back up?

In one case an issue is closed out, information technology is of import to get feedback from your customers, ordinarily in the form of a customer satisfaction survey.

This message should be directly to the bespeak and neutral. You don't want to lead your customers to a positive response. A survey that is worded too positively can skew your data.

Here's a template that includes the chat history to aid jog the customer's memory.

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

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

Skillful, I'1000 satisfied

Bad, I'g unsatisfied

Here'south a reminder of what your ticket was almost:

[Details]

Thanks,

[YOUR NAME]

Why this canned response is effective:

• It'due south simple and neutral with about no language that might skew the customer's response.

eight. An update on your request for access.

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

This state of affairs could lead to a never-ending game of pass the buck, just conscientious wording tin can prevent legal or ethical issues for your company and avert frustrating your customer. Explaining why y'all tin't grant the person access and what steps they demand to take next tin amicably resolve the outcome.

Hi [CUSTOMER Proper name],

Our back up team received your asking for access and we're here to assist. We have determined that you lot'll need to complete the following steps before we tin can proceed.

We're unable to verify that the [name, email, other identifying information] you provided matches the data nosotros have on file for this account. We take the privacy and security of our customers seriously, so to protect you lot and your visitor, delight reply to this e-mail and confirm the following information:

• [LIST OF Data]

Once you reply, that response volition come back to me to verify, and I'll movement your case forward from at that place.

Cheers for your cooperation,

[YOUR Name]

Why this canned response is constructive:

• The visitor is positioned as a champion of the customer's safety, not a roadblock to the person'southward admission.
• The data that the back up rep needs from the client is clearly organized and actionable.

nine. We need more information to complete your order.

Sometimes, if a customer places an order online or through an app, the customer service team might need to confirm information well-nigh the order before processing it. When you reach out and need the customer to take an extra step, the communication should be clear, succinct, and easy for them to human action upon.

Hullo [CUSTOMER Proper noun],

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

You can give me a call at [Xxx-XXX-XXXX] to update this data, or y'all can modify your preferences in your business relationship profile at present. And so, nosotros'll be able to process and ship your order.

If you have any further questions or concerns, permit us know! Thanks for your order from [COMPANY]

Take care,

[YOUR NAME]

Why this canned response is effective:

• It gives the client more than than one style to help the service rep troubleshoot.
• It clearly explains that when this information is received, the customer's order volition exist processed and shipped.

10. Here's how to do it yourself.

Inevitably, customers will achieve out with a back up upshot that, in your stance, shouldn't exist a support case.

For case, a customer may report that a feature isn't working properly, when, in reality, the trouble was actually user error.

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

Yous might be tempted to email the customer a link to your knowledge base, simply they'll capeesh that you went the extra mile to personalize the solution. Include the instructions in the email itself, with screenshots as a visual aid. Brand it every bit easy equally possible for your customer to solve the problem, and include any other relevant information that will aid them succeed with using that feature. Here'south an example of a DIY canned response template that you can customize:

Hullo [Customer Proper noun],

I've switched your [SETTING] from weekly to bi-weekly, as you lot requested. Your next service will be on [Engagement].

If you need to alter your frequency settings again, you tin do that online here by navigating to "Support" and clicking "Change Frequency."

Permit me know if there'southward anything else I tin can help with.

Thanks,

[YOUR Proper noun]

Why this canned response is effective:

• The message is polite and helpful without being condescending.
• The support rep provided an immediate solution to the issue and then included a manner to solve it themselves in the future.

11. Your support asking has been escalated.

There are several reasons why customer support requests might be escalated at your company which ways information technology's nearly incommunicable (or at to the lowest degree inefficient) to write a canned response for every one of them. In most of these situations, though, the client is waiting longer than usual for a solution and volition be receiving communication from another person in your company. That's the issue yous demand to address.

In guild to become ahead of questions before they arise, let the client know that y'all're intentionally escalating their outcome to get them the solution they need. Y'all might too include a reason why you and your squad are unable to handle a request of this quotient. Finally, reassure the client that their asking is important and the new team handling their event is most qualified to resolve it.

Hi [Client NAME],

Afterwards reviewing your request, I've determined that this type of issue is best handled past our [ESCALATION Squad NAME] team. My capabilities are limited when it comes to [ISSUE TYPE] so it would take me significantly longer to solve this for you.

Your example is of import to [COMPANY] and [ESCALATION Squad Name] is more than qualified to get this resolved for you in [TIMEFRAME]. If you don't hear back past then, reopen this ticket.

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

Sincerely,

[YOUR NAME]

Why this canned response is constructive:

• It shows that the customer service rep actually reviewed the case before responding.
• The customer has been assured that they'll exist taken care of past the escalation squad.

12. Nosotros admit this mistake.

No matter how adept your customer service team is, eventually yous're going to make a error. It happens to every business. Sometimes in that location's picayune you could've done to avert it. In these cases, information technology's best to admit your function in the situation and explicate the steps you're taking to solve it.

If the issue is modest and easily fixed, so your team should resolve the problem before reaching out to the customer. You should still permit the customer know well-nigh the mistake and talk over the steps y'all've taken to correct information technology. This volition demonstrate transparency and build trust with your customer base. So long as the problem is resolved, customers will appreciate 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 take acquired and assure them that y'all're taking action to fix the issue. These conversations tend to exist sensitive, so it helps to maintain a calm, reasonable tone, like in the example below.

Hello [CUSTOMER Proper noun],

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

Nosotros acknowledge and apologize for how our mistake has created an inconvenience for yous. Nosotros know that your goal is to [CUSTOMER'Southward GOAL] and we want to assure y'all that we are doing everything within our power to resolve this state of affairs. Here are the steps we are taking to manage it correct at present:

[TROUBLESHOOTING STEPS]

Again, we are incredibly sorry for the inconvenience this has caused and will update yous as soon as we have a resolution. Please feel welcome to accomplish out to united states with whatsoever questions y'all may have about this data as we would exist more than happy to help.

Talk to you presently,

[YOUR Proper name]

Why this canned response is constructive:

• That the company has taken responsibility for its mistake.
• Information technology acknowledges the importance of the client'southward goal.
• The way the visitor will mitigate the issue at present and in the hereafter was explained conspicuously without making excuses.

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

In some cases, customers may forget or ignore the ticket they have open with your service team. This canned email response alerts the client that, unless they have any boosted questions for your team, yous'll be closing the ticket. Be sure to offer assistance before closing the ticket every bit customers may have important follow-up questions near the work you've done for them.

This template begins by recapping the details of the case, and then highlights that y'all'll exist closing the ticket. If you're using a ticketing system, permit them know how they can reopen their ticket and how to contact a service rep if needed. It's helpful to bespeak that the customer should contact the same rep and then they don't have to explicate their case again if they demand aid with the same result.

Below is a bulletin you can apply to conclude your customer service cases.

Hi [CUSTOMER Proper name],

I'g reaching out about your case with us regarding [CASE TOPIC]. Information technology's been [NUMBER OF DAYS] days since we've heard from you, and so I wanted to accomplish out and let you know we are going to close this ticket.

Please feel welcome to reopen this ticket or start a new one if you need any further assistance.

Thanks again for working with us!

[YOUR Proper noun]

Why this canned response is effective:

• The email reminds the customer how long it'southward been since they last responded.
• The customer is invited to reopen the ticket if they practise need assist.

14. Following up on your request to speak to an amanuensis.

In today's tech landscape, merely well-nigh everything is automated, or at least washed digitally. The reality is, telephone calls and live support might non exist a luxury your team offers to customers at scale. Luckily, there's a helpful style to explain this to them while offering them culling solutions.

Shifting the focus from what you lot can't do (take phone calls) to what y'all can practice (solve their problem) will assist keep the client calm and responsive. Include the information you need to get your troubleshooting process started and explain that you'll be working in existent time to go it settled.

Hello [CUSTOMER Proper name],

The support team at [Visitor] is here to help you equally quickly as we tin can, and the all-time style to do that is via digital communication. I sympathise our lack of alive communication might be frustrating for yous, simply rest bodacious, you'll still receive superior customer service this way.

With your assistance on the following items, I can first troubleshooting correct away.

• [LIST THE Information YOU NEED]

If you'd similar to move forward, answer to this email — it'll come up directly to me so I can get started on your case.

Give thanks you,

[YOUR NAME]

Why this canned response is effective:

• Information technology acknowledges that the company's process is frustrating to the customer.
• The support rep promises the customer that they will receive exceptional service because of the quality of the support team, not the mode of advice.

15. Here's what we can exercise for you.

If yous've been in the customer service field long enough, you lot know that customers will make requests your team tin can't fulfill. People have very specific needs and no single product or service can encounter every client'south expectations. However, when your offer isn't enough to attain their goals, "nosotros tin can't do that" isn't the reply. Instead, offer your customers an culling resources.

This is where a community forum or knowledge base comes in handy. Yous can direct customers to these self-service resource where they can collaborate with other customers. This non only provides an alternative solution just it too encourages customers to communicate with one another. When customers work together, it stimulates customer advocacy which increases customer loyalty.

Hither's a template you can utilize when your team needs to transfer the customer to an alternative resource.

Hi [CUSTOMER NAME],

Thanks for reaching out about [CUSTOMER'S Request]. It looks like we're limited in our power to solve the outcome, just here's what I tin do.

To start, I recommend taking a expect at our community forum: [LINK TO FORUM]. In that location, y'all can notice 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: [LINK TO Cognition BASE]. We accept some FAQ pages that may accept the reply you lot're looking for.

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

Please feel welcome to reach out to me with any questions you lot may take on these resources. I would exist more than happy to help!

Thanks,

[YOUR NAME]

Why this canned response is effective:

• It explains why the back up team tin can't solve the issue.
• There are several alternatives included in the message that the client tin can try which shows that the service representative cares about the customer'southward business concern even though they don't have the best solution

How to Write Canned Responses for Customer Service that Work

At present that you've read some of the common canned responses, you're probably thinking about times you've gotten one of those responses. Chances are, information technology was not a good experience.

Fifty-fifty the term "canned response" makes me cringe a fiddling, quite bluntly.

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

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

1. Acknowledge your shortfalls and empathize.

"When y'all're wrong, admit it speedily and emphatically." - Dale Carnegie, How to Win Friends and Influence People.

Though your gut reaction is to respond defensively, it's important to allow your customers know that your visitor barbarous short, and you sympathise their hurting. If a client isn't happy with a service or tin can't get a product to work, it's your squad's responsibleness to fix information technology.

Always remember well-nigh how you desire to be treated when you need help from a company'southward customer service squad.

two. Avoid bland jargon.

There'due south goose egg more disingenuous than a line like "We are working diligently to resolve the upshot yous 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 believable.

A good practice for writing canned responses that sound authentic is to write them the way you speak. The tone and language used in your templated emails tin can make an impression on your customer, so don't take the opportunity to showcase the brand for granted. If you're not an expert in this area, check out these 10 tips for writing compelling e-mail copy and tap someone from your marketing team to help.

iii. Personalized, simply not too personal.

How many times take y'all submitted a support asking and received a response similar:

"[Company] has received your support ticket #34850. Answer above this line"?

It makes you feel similar a number.

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

Notwithstanding, don't go overboard attempting to make the message look similar information technology was typed personally. For example, putting "Sent from my iPhone" in the footer is going way too far. Customers will see right through this charade.

Instead, aim for something like this:

"Hey, [Name], our support squad just received your ticket. As shortly as we accept an update, we'll achieve out to you lot. Until then, hang on to this ticket number if y'all need to ask a question or give united states more than information to solve your issue: ticket #34850.

[Support Squad]

iv. Gear up expectations.

In the case that you can't solve a customer's upshot immediately (and there will exist many), let the customer know when to expect a response. This is simply as important for your squad as it is for the customer considering it gives your service reps time and infinite to work without being interrupted with update inquiries.

And I become information technology, sometimes you really don't know how long a customer issue might have to resolve, only practice your best to give an estimate. If y'all know for sure you could resolve a trouble in less than a week, but iii days might be pushing your team's chapters to the limit, tell the customer it'll exist a week before they'll hear back. It'south e'er all-time to underpromise and overdeliver.

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

There's a time and identify for canned responses, but sometimes you should really blazon a personalized response that's unique to the situation — especially when your production or service actually falls short.

Canned Responses Customized for Your Business organization

In one case you've fix your canned responses, the work is far from over. Make certain yous periodically review the responses and track how customers react to them. Y'all might likewise discover you need to add more than responses for new products and features that you innovate to your customer base. When your back up electronic mail templates are efficient and effective, both your squad and the customer will benefit.

Editor's note: This mail 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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