The 8 Best Canned Response Examples for Any Customer Support Situation

Serving a customer base is a challenge, and you'll never please everyone. You should be prepared to respond to complaints and demands. Even if you feel like your company is doing things perfectly, issues will always arise.

You don't have to always make big gestures to improve your relationships with consumers, because a bit of straightforward communication goes a long way. Canned responses may seem small, but their impact on an agent-to-client relationship is huge.

In this article, we provided 8 different canned resposnes you can send to customers, advice on how to use them, and templates that customer support agents like you can use to improve communication today.

Tips on Using Canned Responses for Customer Support

• Be honest - Honesty is always the best policy. If you are straightforward and honest while communicating with a customer, they will appreciate that and be more likely to work with you for a solution.
• Be understanding - It's important to remember the context when communicating with a customer as a customer support agent. They spent their money on your product or service and it didn't meet their expectations. Trying to understand their situation will help you provide better support.
• Be patient - Maybe the most important tip, being patient is key to resolving issues with customers. Sometimes, the issue can be easily solved, and sometimes it takes a while. Being patient allows you to communicate effectively as well as resolve the problem quickly.
• Be efficient while also being polite - When reaching out to customer support, people simply want their issue resolved. If you try to rush through everything, though, it can make you seem rude. It's important to try to get their issue resolved as fast as possible while also remaining polite and kind while doing so.

Bonus Tip - Use technology to make the communication process more efficient. With Text Blaze, communicating with clients can be super easy and efficient. Keyboard shortcuts let you quickly paste text anywhere online. You can also use commands and dynamic content to customize your text, which allows you to create templates for any scenario. This allows you to quickly send canned responses to customers and, ultimately, improve your communication and customer relationships.

Templates

1. We're Still Working on Your Problem/Case

Many consumers tend to be impatient about reaching resolutions, but sharing your intention to help can cool their tempers. By letting people know that you've got something in the works, you communicate that they haven't been forgotten.

This goes without saying, but you should only use this response if you've truly started investigating the customer's issue. If you're dishonest, then you run the risk of being caught in a lie. You might even end up frustrating the client more when you subsequently fail to report any real progress.

2. We've Received Your Message, and We're Working on a Solution

Try putting yourself in a consumer's shoes. In an age of digital communication, it's easy to get lost in the shuffle, especially if you're in search of customer support. When you have a problem that seems serious, firing off an email or chat message can feel like you're shouting pointlessly into the void.

Your support strategy should make your patrons feel like their voices are being heard, regardless of whether you have all the answers just yet. This response is quite convenient because it doesn't force you to promise anything that you're not ready to commit to. Instead, you get to let clients know you're on the job even if you're still working out the finer details.

3. We're Sorry For Our Mistakes

Apologizing for a mistake can truly make a difference when talking to a customer about an issue. This shows that you are genuinely committed to resolving the issue for the customer. Not only that, but it helps to maintain the human aspect of customer support that can easily be lost. Apologizing can help you connect on a personal level with your customer.

4. We Understand You're Upset, and We're Sad to Hear We've Made You Feel That Way

Acknowledging your clients' feelings shows that you're dedicated to keeping them happy. Even if you haven't exactly succeeded at this mission up until now, this response is a great way to reset and foster productive dialogue.

Don't skip the second half of this response, or you might come across as cold and uncaring. Like the previous canned response, it's a perfect example of how empathizing with someone can make them feel better.

This response is particularly helpful when combined with phrases like "how can we help?" or "what would you like to do next?" Letting the customer know that they're still in charge of their journey with your brand might get you back in their good graces.

5. We Need More Information to Help Move Your Case Forward

This phrase is powerful because it serves multiple goals. On one hand, it lets the consumer know that they need to stay engaged with your brand and provide enough feedback to reach a resolution. The other benefits of this response, however, are a bit more subtle.

Think about it. This seemingly simple phrase effectively brings the consumer into the problem-solving process, inviting them to take an active role in finding a fix. Sure, your support team members will be the ones doing all of the heavy lifting, but the customer gets to walk away feeling like they helped – which might not be too far from the truth.

Another advantage of this response is its ability to prompt voluntary sharing. Most customers are more than willing to go into excruciating detail about problems they've encountered with a brand. Even if you're only looking for certain facts, like order information or product issues, you shouldn't waste this opportunity to gather data about the typical client experience.

6. Here's an Update on Your Problem

When you gain insights into a potential resolution, there's nothing wrong with sharing the news. Telling the customer what you've uncovered or accomplished lets them know their issue is heading in a positive direction.

One caveat to using this phrase is that you shouldn't get ahead of yourself. After all, you don't want the customer to feel let down later because you misled them into thinking you fixed everything. If there's one thing consumers hate, it's dealing with unclear communication that takes them on an emotional rollercoaster – and who could blame them?

7. Here Are a Few Quick Ways to Fix the Problem on Your Own

Many issues don't require your direct intervention. Most people would rather fix things as soon as possible than wait for you to work something out from your end.

Be prepared, as this response can fall short: The consumer might not feel comfortable with applying a fix on their own. Always be ready with a backup suggestion if you use this response.

8. If It's Alright With You, We're Going to Close Your Ticket

This response may not seem like much, but it's critical to resolving an issue satisfactorily. It tells the client that you're willing to keep helping them with whatever they need, but it also lets them know they can call it quits here. Think of this one as an easy way to provide a bit of closure.

Additional Customer Support Resources

If you work in customer support, using templates like these can help you make the process of messaging customers much more efficient, saving your hours each day.

If you want more templates for customer support like these, visit our Customer Support Snippets page and learn how to get more out of Text Blaze as a customer support representative!

Key Takeaways

Customer-relationship management is a huge job. You can't always anticipate what might rub a client the wrong way, so it's best to be ready for anything. Keep these handy responses in your arsenal to stay prepared – and let people know you care about making things right.

Using Text Blaze to automate your communication with canned responses can make responding to customer complaints easy, and save you hours of time.

If you like any of these templates, feel free to copy them to your Text Blaze Dashboard and customize them, so they fit your needs. Customize them and insert them using keyboard shortcuts to save hours each day scheduling meetings for your remote team. Get started for free today!

Want to turbo charge your work with templates and snippets? Text Blaze is the fastest way to do that.

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