written by
David Ferguson

Episode 130: How To Best Use Canned Responses In Your Sales and Support Teams

Podcast 2 min read

There are lots of ways to give poor customer support, and one way, to send a canned response to your lead or customer the wrong way. And yes, there is a right way.

Leveraging canned responses is a key business process that you need to implement in your business, but done incorrectly and you could be ruining your brand.

In this episode, I go over the canned responses that you should implement in your chat, help desk, and sales teams, and how to do it in a way that delights your customers, not upset them.

Topics Discussed (Time Stamped)

02:21 Talking about canned responses
08:53 Looking at the history of activity and for the patterns
10:02 How canned response is like cheat codes
11:56 Keeping these things really focus
12:40 What are the canned messages that you can do on chat side
18:51 Finding your specific FAQ
19:22 What are the canned messages that you can do on email side
22:31 Follow-up message
24:25 Why customer service is the biggest area you need to implement canned responses in your business
26:41 What the best practices from chat, email, and customer service are
27:22 Personalizing canned response
28:27 Reading it before you send it
29:36 Addressing their condition as you send out this personal response


07:20 "Training is still essential when it comes to this tools."

22:09 "Treat people the way you want to be treated."

Resources Mentioned


Thanks for listening and checking out the show notes,  any feedback, comments, or questions, send me an email at david@techsmartboss.com

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