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Canned responses are pre-populated help desk e-mail messages that allow client support agents to respond chop-chop to customer problems. A catalog of canned responses can increase a client success team's efficiency, assuasive them to provide more resolutions to more customers, speedily and efficiently.

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

Toward the end of this post, we've included some guiding principles that y'all tin implement to provide the best customer experience possible for your customers.

All-time Canned Responses for Client Service

1. We've received your message and we're working on it.
2. Thanks for the product/feature recommendation.
3. We're withal working on your instance.
4. We're closing your ticket.
5. Most your request for a refund.
6. Were you happy with the resolution?
7. Were you satisfied with our client back up?
8. An update on your request for access.
9. We demand more than data to consummate your order.
10. Here's how to practise information technology yourself.
11. Your support request has been escalated.
12. We admit this error.
13. Thanks for working with united states! We're endmost this ticket now.
14. Following up on your request to speak to an amanuensis.
15. Here's what we can practice for you.

1. We've received your message and we're working on it.

If a customer submits a back up ticket, they should become confirmation that y'all received the ticket and your team is working on information technology.

If possible, personalize the response in a mode that addresses the customer'southward issue rather than sending a coating "We received your support request" message.

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

Hey [CUSTOMER NAME],

Cheers for reaching out to united states of america.

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

If you have any further questions or concerns, allow us know. We are hither 24/7 and always happy to help. Thanks for being a loyal [COMPANY Proper name] customer.

Take care,

[YOUR Name]

Why this canned response is effective:

• The bulletin proactively addresses the customer's concern about whether or not their support ticket was received.
• It reminds the customer that the service team is bachelor to them should they need further assist.

2. Thanks for the product/characteristic recommendation.

Who has more than cognition well-nigh what products and features your customers need than the customers themselves? Some of the best ideas companies receive come from their clients. That's why these businesses actively solicit ideas and feedback from them using idea submission forms.

When a customer goes out of their way to offer free advice nearly something they'd be willing to purchase from your business organisation, they deserve some acknowledgment for that. A canned response is the perfect tool to give the customer positive reinforcement for sharing their thoughts with your team.

Implementing every slice of customer feedback isn't the near constructive mode to run your concern, so y'all'll want to avert promising customers whatever new products or features they suggest. Outlining the process your support team follows when they receive an thought submission will typically suffice as a helpful canned response. Here'southward an instance of what that might look like:

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

Thank you for submitting that thoughtful thought. Our product team is excited to review it and laissez passer it on to our developers for consideration in our side by side product rollout.

I'm sure you understand that we receive many great ideas from our customers, and we're grateful for all of them. But we practice have a limited number of developers whom we don't desire to overwhelm.

That means your idea volition exist prioritized according to our internal review system. If your idea is selected, we'll notify you — we'd love for you to aid united states of america test it before it goes live.

If y'all have other ideas, do permit us know by submitting another idea submission form [LINK TO FORM].

We capeesh your recommendation,

[YOUR Proper noun]

Why this canned response is effective:

• The e-mail politely lets the customer know that their idea will exist considered, but not necessarily implemented right away.
• The client is encouraged to submit more ideas if they take any.

iii. We're still working on your case.

Sometimes support cases can accept longer than the customer (and even the support squad) was expecting.

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

A lack of trust is best resolved by preventing it in the first place. Proactively impact base with the customer to let them know you're working hard to reach a resolution and that yous'll follow upwards with updates. And so, follow through on your delivery. This shows that your visitor cares well-nigh the customer experience before, during, and after their purchase.

Here's an case of a canned response that reassures the customer that their issue volition be resolved. This one is based on an email the LawnStarter team received.

Hey [Customer NAME],

Earlier we become into the weekend, I wanted to update you on the status of your issue.

Your [Consequence] is in progress and is being worked on by our production squad. Nosotros're prioritizing your request, and I will make certain this issue is resolved over the weekend. Thanks for your patience.

Take intendance,

[YOUR Proper name]

Why this canned response is effective:

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

4. We're endmost your ticket.

Once a customer has indicated that their issue was resolved, it's important to thank them for their patience.

If possible, this message should come from the agent that was treatment the case, and it should announced in the same email thread where the issue was first mentioned. If this is not possible, be certain to signal which support event this electronic mail is addressing so the client isn't confused.

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

Hello [Customer Proper name],

Cheers for taking the time to speak near [Upshot] today. I've updated your contact record in our system, and then your subscription will renew by the stop of the 24-hour interval.

Is in that location annihilation else I tin can help y'all with? Delight don't hesitate to reply to this email or call me at [123-456-7891] if you have whatsoever other questions.

Best,

[YOUR NAME]

Why this canned response is effective:

• The client has i final opportunity to respond earlier the service rep closes the ticket.
• It confirms that the support rep has done the work to resolve the customer's problem.

five. Almost your request for a refund.

Even though your organization may non permit refunds, your support team is likely to receive a request like this at some point. On the surface, it seems elementary to let the client know yous don't allow refunds, but don't brush off this request. It'due south indicative of a larger effect that your customer service team needs to address and resolve.

In your canned response to this matter, it'southward important to acknowledge that there'south a problem you want to know more almost. Atomic number 82 with empathy, follow up with the options available to the client, so ask what you can do to make a deviation.

How-do-you-do [Client Proper noun],

I'chiliad saddened to hear that you lot're not happy with your contempo purchase, and I hope you'll let me make it right.

Although nosotros don't offer refunds, we practice accept several options available to give you the value you lot deserve from [COMPANY NAME].

• [Listing OF OPTIONS: substitution, return, discount on a futurity purchase, etc. - include links if applicable.]

If you'll respond to this email direct with the pick that suits your needs, I'll procedure that for you correct away.

In the meantime, volition you lot share with me what went wrong with this buy?

Warm regards,

[YOUR Name]

Why this canned response is effective:

• It takes the focus off of what the support team tin't exercise and focuses on what they tin can do.
• The customer knows that the company is committed to providing value, fifty-fifty when things aren't going well.
• The rep asks a follow-up question to solve the root cause of the problem.

6. Were you lot happy with the resolution?

Sometimes, there are issues that take time to resolve. For example, I recently placed an order with a company, but it was lost in transit. The company issued a new date of expected commitment, but the package yet didn't make it.

Some other example of this outcome is when a customer has trouble using a feature of your product. Although you may take implemented a fix on your end, at that place could be roadblocks preventing the customer from experiencing the solution.

Don't put the onus on your customers to check in with you lot — instead, proactively achieve out in one case y'all've solved the customer'south problem to make sure it was satisfactory.

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

Hi [Client NAME],

A few weeks ago, you mentioned that you weren't satisfied with the lawn care service you received. We offered to send a different lawn care provider to complete your hereafter services. My records show that your most recent engagement was completed past a new backyard intendance professional on our squad. How did information technology go?

Your satisfaction is our priority. Y'all tin can reply direct to this email and let u.s.a. know what you remember.

Thanks,

[YOUR Name]

Why this canned response is effective:

• It reminds the customer of their complaint.
• Their feedback is requested about the solution the visitor provided.

7. Were you satisfied with our customer support?

Once an effect is airtight out, it is important to become feedback from your customers, normally in the form of a customer satisfaction survey.

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

Here'southward a template that includes the conversation history to help jog the customer's retentiveness.

Hi [Customer Proper name],

Nosotros'd like to hear what you think of our customer service. Delight take a moment to answer one simple question by clicking either link beneath:

Good, I'm satisfied

Bad, I'm unsatisfied

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

[Details]

Thanks,

[YOUR Proper name]

Why this canned response is constructive:

• It'southward simple and neutral with virtually no linguistic communication that might skew the customer'due south response.

8. An update on your request for access.

Your customers become through a lot of alter during the course of their careers, and switching roles or teams are some of the about mutual ones. That means y'all'll receive requests for access to information from people who don't take permission to receive it yet.

This situation could lead to a never-ending game of laissez passer the cadet, but careful diction can prevent legal or ethical problems for your visitor and avert frustrating your client. Explaining why you tin't grant the person access and what steps they need to accept side by side tin amicably resolve the issue.

Howdy [Customer Proper name],

Our support team received your asking for access and we're hither to help. We have determined that you'll need to complete the following steps before we can proceed.

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

• [Listing OF INFORMATION]

In one case you reply, that response will come dorsum to me to verify, and I'll move your example forward from there.

Thank y'all for your cooperation,

[YOUR NAME]

Why this canned response is effective:

• The company is positioned as a champion of the client's condom, not a roadblock to the person'southward access.
• The information that the support rep needs from the customer is clearly organized and actionable.

9. Nosotros need more than information to consummate your social club.

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

Hullo [Client NAME],

Cheers for placing your order with united states of america on [Date]. We need to confirm your payment method for the order as the card yous have on file was declined.

You lot can requite me a call at [30-XXX-XXXX] to update this data, or you tin alter your preferences in your account profile now. Then, we'll be able to procedure and ship your order.

If you have whatsoever farther questions or concerns, let us know! Thanks for your society from [Company]

Have care,

[YOUR NAME]

Why this canned response is effective:

• It gives the customer more than one way to help the service rep troubleshoot.
• It clearly explains that when this information is received, the customer's order will be candy and shipped.

10. Here's how to practise information technology yourself.

Inevitably, customers will reach out with a support effect that, in your opinion, shouldn't be a support case.

For example, a customer may study that a characteristic isn't working properly, when, in reality, the problem was actually user error.

Keep in mind that your product isn't self-explanatory to people outside of your internal squad, so making instructions clear is your responsibleness — not theirs. The nigh important thing you tin do is avoid using a cavalier tone, no thing how simple the issue might seem.

Yous might be tempted to electronic mail the customer a link to your cognition base of operations, but they'll appreciate that you went the extra mile to personalize the solution. Include the instructions in the email itself, with screenshots as a visual aid. Make information technology as easy as possible for your client to solve the problem, and include any other relevant information that will aid them succeed with using that characteristic. Here'southward an example of a DIY canned response template that yous tin customize:

Hi [Customer Proper noun],

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

If you need to change your frequency settings once again, you can do that online here by navigating to "Back up" and clicking "Change Frequency."

Let me know if there's anything else I can help with.

Cheers,

[YOUR NAME]

Why this canned response is effective:

• The bulletin is polite and helpful without existence condescending.
• The support rep provided an immediate solution to the effect and so included a way to solve it themselves in the future.

eleven. Your support request has been escalated.

There are several reasons why customer support requests might be escalated at your company which means it's nearly impossible (or at least inefficient) to write a canned response for every one of them. In near of these situations, though, the customer is waiting longer than usual for a solution and will be receiving communication from another person in your visitor. That's the issue you need to address.

In club to go ahead of questions earlier they arise, permit the customer know that y'all're intentionally escalating their outcome to get them the solution they demand. You lot might too include a reason why you and your squad are unable to handle a request of this caliber. Finally, reassure the customer that their asking is important and the new squad handling their issue is most qualified to resolve it.

Hi [Customer NAME],

Later reviewing your asking, I've determined that this type of issue is best handled by our [ESCALATION Team Name] squad. My capabilities are limited when it comes to [Upshot Blazon] so it would take me significantly longer to solve this for you lot.

Your case is of import to [COMPANY] and [ESCALATION TEAM Proper noun] is more than qualified to go this resolved for y'all in [TIMEFRAME]. If you don't hear dorsum by so, reopen this ticket.

If you lot have other questions, respond directly to this email and I'll be happy to assistance further.

Sincerely,

[YOUR Proper name]

Why this canned response is constructive:

• It shows that the customer service rep actually reviewed the case before responding.
• The client has been bodacious that they'll be taken care of by the escalation team.

12. We acknowledge this mistake.

No thing how good your customer service team is, eventually you're going to make a mistake. It happens to every business. Sometimes there's lilliputian you could've done to avert information technology. In these cases, it's best to acknowledge your role in the situation and explain the steps you lot're taking to solve it.

If the issue is small and easily fixed, and then your team should resolve the trouble earlier reaching out to the customer. You should still permit the customer know virtually the mistake and discuss the steps you've taken to correct it. This volition demonstrate transparency and build trust with your customer base of operations. And so long as the problem is resolved, customers will appreciate your honesty and dedication.

If the trouble is more than complex, your team should attain out to the customer immediately. Apologize for any inconvenience you may accept acquired and assure them that you lot're taking activeness to prepare the outcome. These conversations tend to exist sensitive, then it helps to maintain a calm, reasonable tone, like in the example below.

Hullo [CUSTOMER Proper noun],

I wanted to attain 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, we [Caption].

We acknowledge and apologize for how our error has created an inconvenience for you. Nosotros know that your goal is to [CUSTOMER'S GOAL] and nosotros want to assure you that we are doing everything within our power to resolve this situation. Here are the steps we are taking to manage it correct now:

[TROUBLESHOOTING STEPS]

Once again, nosotros are incredibly deplorable for the inconvenience this has caused and will update you as shortly equally we have a resolution. Delight feel welcome to attain out to united states of america with any questions you may have about this information every bit we would exist more than than happy to aid.

Talk to you before long,

[YOUR NAME]

Why this canned response is constructive:

• That the company has taken responsibleness for its fault.
• It acknowledges the importance of the customer'due south goal.
• The style the visitor volition mitigate the issue now and in the futurity was explained clearly without making excuses.

13. Thanks for working with the states! We're closing this ticket at present.

In some cases, customers may forget or ignore the ticket they have open up with your service team. This canned email response alerts the client that, unless they have any additional questions for your team, you'll be endmost the ticket. Exist sure to offering assistance before closing the ticket equally customers may have important follow-upwardly questions almost the work you've done for them.

This template begins by recapping the details of the case, so highlights that you'll be closing the ticket. If you're using a ticketing organization, let them know how they can reopen their ticket and how to contact a service rep if needed. Information technology'due south helpful to signal that the customer should contact the aforementioned rep so they don't take to explain their example over again if they need help with the same outcome.

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

Hi [Customer Proper name],

I'm reaching out about your case with us regarding [Example TOPIC]. Information technology'south been [NUMBER OF DAYS] days since we've heard from you, then I wanted to reach out and let y'all know we are going to close this ticket.

Please feel welcome to reopen this ticket or start a new i if you need whatsoever further assist.

Thank you again for working with usa!

[YOUR NAME]

Why this canned response is effective:

• The e-mail reminds the customer how long it'due south been since they last responded.
• The client is invited to reopen the ticket if they do need assist.

xiv. Following upward on your asking to speak to an amanuensis.

In today'southward tech landscape, only about everything is automated, or at least done digitally. The reality is, telephone calls and live back up might not be a luxury your team offers to customers at scale. Luckily, there's a helpful style to explain this to them while offer them culling solutions.

Shifting the focus from what you can't do (have phone calls) to what you can do (solve their trouble) will aid go on the client calm and responsive. Include the information you need to go your troubleshooting procedure started and explicate that you'll exist working in real time to get it settled.

Hi [CUSTOMER Name],

The support team at [Company] is hither to aid you every bit quickly as we tin, and the best way to do that is via digital communication. I sympathize our lack of live advice might be frustrating for you, but rest assured, y'all'll still receive superior customer service this way.

With your help on the following items, I can start troubleshooting correct abroad.

• [Listing THE INFORMATION Y'all Need]

If you'd like to motion frontwards, answer to this electronic mail — it'll come direct to me and so I tin get started on your case.

Thank you,

[YOUR Proper name]

Why this canned response is effective:

• It acknowledges that the visitor'due south process is frustrating to the customer.
• The support rep promises the customer that they volition receive exceptional service considering of the quality of the back up team, not the mode of advice.

15. Here's what we tin can do for you.

If you've been in the client service field long enough, you know that customers will brand requests your team can't fulfill. People have very specific needs and no unmarried product or service can run into every customer's expectations. However, when your offer isn't enough to achieve their goals, "we tin can't do that" isn't the answer. Instead, offer your customers an alternative resource.

This is where a community forum or knowledge base comes in handy. Y'all can direct customers to these cocky-service resources where they can collaborate with other customers. This non simply provides an culling solution but it as well encourages customers to communicate with one another. When customers piece of work together, it stimulates customer advancement which increases client loyalty.

Here's a template y'all can use when your team needs to transfer the customer to an alternative resource.

Hi [Customer Proper noun],

Cheers for reaching out about [CUSTOMER'Southward REQUEST]. It looks similar we're express in our ability to solve the issue, but here'southward what I can practise.

To start, I recommend taking a look at our community forum: [LINK TO FORUM]. There, you tin find other users who may have found a solution to a like roadblock.

If that resource doesn't work, take a wait at our knowledge base: [LINK TO KNOWLEDGE BASE]. Nosotros have some FAQ pages that may have the answer you're looking for.

Finally, if both those options neglect, you lot can post your request on our ideas forum: [LINK TO FORUM]. This forum lets you pitch a production or service idea to our team. Our developers may consider it as a futurity production or feature.

Delight feel welcome to reach out to me with whatsoever questions y'all may have on these resources. I would be more than than happy to help!

Thanks,

[YOUR NAME]

Why this canned response is effective:

• It explains why the support squad tin can't solve the result.
• There are several alternatives included in the bulletin that the customer tin can try which shows that the service representative cares about the customer's business organization fifty-fifty though they don't take the best solution

How to Write Canned Responses for Customer Service that Work

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

Even the term "canned response" makes me cringe a little, quite frankly.

The perfect canned response shouldn't audio canned at all. Rather it should requite your customers the all-time feel possible. Call up, that's the goal of a canned response after all.

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

1. Admit your shortfalls and empathize.

"When you'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'south of import to allow your customers know that your company fell curt, and you understand their pain. If a customer isn't happy with a service or tin't get a production to work, it's your team's responsibility to ready it.

Ever think near how you want to exist treated when you demand help from a company'due south customer service team.

two. Avoid bland jargon.

There's nothing more than disingenuous than a line like "We are working diligently to resolve the event yous experienced," or "Your satisfaction is of utmost importance."

While these things might be truthful, in that location'southward a manner to personalize them so that they're believable.

A good practice for writing canned responses that sound authentic is to write them the style y'all speak. The tone and language used in your templated emails can brand an impression on your customer, and then don't have the opportunity to showcase the brand for granted. If you're non an expert in this area, check out these 10 tips for writing compelling email copy and tap someone from your marketing team to assist.

3. Personalized, but not likewise personal.

How many times take you submitted a back up asking and received a response like:

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

It makes you experience like a number.

Make certain your canned response addresses the customer by proper noun and is somewhat tailored to the nature of the request.

Notwithstanding, don't go overboard attempting to brand the message look similar it was typed personally. For case, putting "Sent from my iPhone" in the footer is going manner too far. Customers will see correct through this deception.

Instead, aim for something like this:

"Hey, [Name], our back up team just received your ticket. As shortly as we take an update, we'll reach out to you lot. Until then, hang on to this ticket number if you need to enquire a question or give united states more information to solve your issue: ticket #34850.

[Support Team]

4. Prepare expectations.

In the instance that y'all can't solve a customer'southward issue immediately (and in that location will exist many), let the customer know when to wait a response. This is only every bit important for your squad as it is for the customer considering it gives your service reps fourth dimension and infinite to work without existence interrupted with update inquiries.

And I get information technology, sometimes you actually don't know how long a customer issue might take to resolve, merely do your best to give an judge. If y'all know for sure you could resolve a problem in less than a week, but iii days might be pushing your team's capacity to the limit, tell the customer information technology'll be a week before they'll hear back. It's always best to underpromise and overdeliver.

five. Don't employ a canned response when a personal response is needed.

In that location'southward a time and place for canned responses, but sometimes you should actually type a personalized response that'due south unique to the situation — specially when your product or service actually falls short.

Canned Responses Customized for Your Business concern

One time you've set up your canned responses, the work is far from over. Make sure you periodically review the responses and track how customers react to them. Yous might also find you need to add more responses for new products and features that yous introduce to your customer base. When your support email templates are efficient and constructive, both your team and the client will benefit.

Editor's note: This post 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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