We all know that our support will be faster if we use canned response, but how will it look from another side, when within a second or two a person gets a response containing three sentences? How would you feel if you were that person? “Wow that was fast”, “how stupid I am, they even have a response ready, which they send thousand times a day” or “hmm, will use email next time as it looks like there is a robot”. The main challenge we may face when using canned responses is to make them appear in the right place at the right time and look appropriate without making the support robotic or impersonal. In this article we will help you to work out a strategy for using predefined responses in your customer support workflow and find that golden mean which will work the best for your business.
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