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What The Hell Are Chat Canned Responses (And Why Should You Even Care)

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We recently introduced canned responses for CustomerIcare live chat software. We know a lot of small businesses are afraid of spending way too much time chatting if they add a chat window to their website. That's why we think canned responses (or quick responses as we call them) can help a lot.

However since 90% of businesses use them all wrong we're created this small presentation to quickly explain the real value of quick responses.
If you're interested in saving time you can also check out these awesome free resources:

About annoying canned responses: http://customericare.com/live-chat-could-canned-responses-be-slowing-you-down/

Downloadable PDF list of good canned responses you can start using right now:
http://customericare.com/live-chat-canned-responses/

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What The Hell Are Chat Canned Responses (And Why Should You Even Care)

  1. 1. WHAT THE HELL ARE chat canned responses (and why should you even care?)
  2. 2. 10 SLIDES 10A YEAR OLD WOULD UNDERSTAND HERE’S THE DEAL: We don’t like complicated stuffs, they make us feel stupid and waste precious time. So we made this simple, using the rule of 10:
  3. 3. SLIDE 1/10 You know how after the holiday season everyone asks you: SO, HOW WAS YOUR HOLIDAY? Then you have to repeat over and over again: I VISITED SOME MUSEUM, WENT TO THE BEACH AND THE WEATHER WAS SOMETIMES GOOD, SOMETIMES NOT.
  4. 4. SLIDE 2/10 Let’s be honest, repeating yourself is really annoying and it affects your friendliness level: NUMBER OF TIMES THE QUESTION WAS ASKED HOWFRIENDLYYOUARE TOTHEASKER :D :@ 1 105 based on my own personal experience
  5. 5. SLIDE 3/10 When you work with customers, you repeat yourself all the time! QUESTION YOU’VE ANSWERED BEFORE NEW QUESTION, NEVER HEARD BEFORE Typical day in customer service
  6. 6. SLIDE 4/10 But, your level of friendliness has to stay on top and it is really, really hard because: YOU ARE NOT A ROBOT YOU FEEL LIKE YOU ARE JUST WASTING TIME CUSTOMERS AREN’T ALWAYS NICE
  7. 7. SLIDE 5/10 No one can force customers to be nice, but if you take care of customers with live chat, we can: using, you guessed it, CANNED RESPONSES HAVE THE COMPUTER DO ROBOT WORK AND HELP YOU SAVE TIME!
  8. 8. SLIDE 6/10 Here’s how it works: THERE’S A QUESTION YOU SEE ALMOST EVERY DAY Can I pay with monopoly money? AND YOU TYPE THE EXACT SAME ANSWER EVERY TIME Yes, but only for the monopoly versions of our products. Otherwise, we accept credit card or Paypal.
  9. 9. SLIDE 7/10 With canned responses, instead of typing the entire 17 words of the sentence, you’ll only need to type 1 #keyword and the entire sentence will appear. Like this: #monopoly «Yes, but only for the monopoly versions of our products. Otherwise, we accept credit card or Paypal.»
  10. 10. SLIDE 8/10 Knowing that it takes about 30 seconds to type the original answer and only 2 seconds to type the keyword, you will end up saving: 30-2 = 28 S. / ANSWER If you get asked the question twice a day, you’ll save: (28*2)*7 = 392 SECONDS = 6 MIN. 30 S. / WEEK
  11. 11. SLIDE 9/10 6 MINUTES 30 SECONDS you can use to answer more questions or work on making your canned responses as friendly as possible
  12. 12. SLIDE 10/10 Canned responses are awesome… …when you know how to use them READY TO USE, GOOD CANNED RESPONSES EXAMPLES OF AWFUL CANNED RESPONSES SINCE 90% OF COMPANIES ARE USING THEM ALL WRONG AND WE HATE SEEING A GOOD PRODUCT GO TO WASTE, WE WROTE ARTICLES TO GUIDE YOU:
  13. 13. WANT TO ADD A CHAT WINDOW TO YOUR WEBSITE? Check out CustomerIcare! It’s free, easy to use and we’re here for you. x CLICK HERE TO LEARN MORE

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