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
Quotes
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
- Episode 130 Show Notes - https://www.techsmartboss.com/blog/podcast-episode130/
- Yesware - https://www.yesware.com/
- Docsify - https://docsify.net/
- Mixmax - https://mixmax.com/
- HelpCrunch - https://helpcrunch.com/
- Xeno - https://xenoapp.com/
- Zendesk - https://www.zendesk.com/
- Intercom - https://www.intercom.com/
- HubSpot Sales - https://www.hubspot.com/products/sales
- Text Expander - https://textexpander.com/
- Sales Torch - https://www.sales-torch.com/
- Kayako - https://www.kayako.com/
- HelpScout - https://www.helpscout.com/
- Tech Smart Boss on Facebook - https://www.facebook.com/techsmartboss/
- Tech Smart Boss on LinkedIn - https://www.linkedin.com/company/tech-smart-boss/
- Tech Smart Boss on Twitter - https://twitter.com/techsmartboss
- Leave a Rating and Review on iTunes - https://itunes.apple.com/us/podcast/tech-smart-boss-podcast-leveraging-technology-to-grow/id1191110680?mt=2
- Tech Smart Boss Website - https://www.techsmartboss.com
- Tech Smart Boss Newsletter - http://newsletter.techsmartboss.com/
- Tech Smart Boss on YouTube - https://www.youtube.com/c/techsmartboss
Thanks!
Thanks for listening and checking out the show notes, any feedback, comments, or questions, send me an email at david@techsmartboss.com