Predefined, canned or saved responses in some cases help to facilitate and enhance live chat communication. However, live chat agents should keep in mind that misusing this feature may lead to their chat sessions sound robotic and unfriendly. All bread is not baked in one oven. The same should be applied to live chat canned responses for your company’s customer service. They should be unique and adjusted to your business needs.
Though, it seems quite clear what kind of responses to add, I would like to describe some scenarios which will help you to create canned responses for your live chat.
Greeting your customer
Most live chat providers offer an ability to customize system messages, which appear automatically when the chat is initiated. Definitely, adding valuable for your customers information to such messages will save your team’s time and will give your customers clear directions what to do further. You can include some basic instructions, greet your customers or just thank them for contacting your support chat. Here are a couple of examples of such messages: >>>