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Canned responses are pre-populated help desk e-mail letters that let client support agents to respond rapidly to customer issues. A catalog of canned responses can increase a customer success team'due south efficiency, assuasive them to provide more resolutions to more than customers, rapidly and efficiently.

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

Toward the end of this post, nosotros've included some guiding principles that you can implement to provide the best customer experience possible for your customers.

Best Canned Responses for Customer Service

1. We've received your bulletin and we're working on it.
2. Thanks for the product/characteristic recommendation.
3. We're still working on your case.
4. We're closing your ticket.
5. Nigh your asking for a refund.
6. Were you happy with the resolution?
7. Were you satisfied with our customer back up?
8. An update on your request for access.
9. Nosotros need more data to complete your order.
10. Here's how to do it yourself.
11. Your support request has been escalated.
12. We acknowledge this fault.
13. Thanks for working with us! We're closing this ticket now.
14. Following upward on your request to speak to an agent.
15. Here'due south what we can do for you.

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

If a customer submits a support ticket, they should get confirmation that y'all received the ticket and your team is working on it.

If possible, personalize the response in a way that addresses the customer's event rather than sending a blanket "Nosotros received your support asking" message.

Here'southward a bang-up example of a personalized acknowledgment template which you tin customize:

Hey [CUSTOMER Name],

Thanks for reaching out to us.

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

If you have any farther questions or concerns, let us know. We are here 24/seven and always happy to aid. Thanks for existence a loyal [Company Proper name] customer.

Take care,

[YOUR Proper name]

Why this canned response is effective:

• The message proactively addresses the customer's business concern nigh whether or not their back up ticket was received.
• Information technology reminds the customer that the service team is available to them should they need further assistance.

two. Cheers for the product/characteristic recommendation.

Who has more knowledge almost 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 style to offering costless advice most something they'd be willing to purchase from your business concern, 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 piece of client feedback isn't the near effective way to run your business, and so you'll want to avoid promising customers whatsoever new products or features they advise. Outlining the process your support team follows when they receive an idea submission will typically suffice as a helpful canned response. Hither's an example of what that might wait like:

Hi [CUSTOMER Proper name],

Thanks for submitting that thoughtful idea. Our product team is excited to review it and pass it on to our developers for consideration in our next production rollout.

I'm sure you sympathise that we receive many great ideas from our customers, and we're grateful for all of them. Only we do have a express number of developers whom we don't want to overwhelm.

That ways your thought will be prioritized according to our internal review organization. If your thought is selected, nosotros'll notify you lot — nosotros'd honey for you to help united states test it before it goes live.

If you have other ideas, do let u.s. know by submitting another idea submission form [LINK TO FORM].

Nosotros appreciate your recommendation,

[YOUR Proper noun]

Why this canned response is constructive:

• The electronic mail politely lets the customer know that their thought will be considered, just not necessarily implemented right abroad.
• The client is encouraged to submit more than ideas if they have any.

3. Nosotros're still working on your instance.

Sometimes support cases tin accept longer than the client (and fifty-fifty the support team) was expecting.

As the time information technology takes to resolve the upshot increases, your client'due south patience decreases. They might brainstorm to doubt that their result is being taken care of at all — and that'due south not good for the overall client experience.

A lack of trust is all-time resolved by preventing information technology in the offset place. Proactively touch base with the client to permit them know you're working difficult to achieve a resolution and that you lot'll follow upwardly with updates. Then, follow through on your delivery. This shows that your visitor cares about the customer experience before, during, and after their buy.

Here's an example of a canned response that reassures the client that their issue volition be resolved. This one is based on an e-mail the LawnStarter team received.

Hey [CUSTOMER NAME],

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

Your [Effect] is in progress and is being worked on past our product team. We're prioritizing your request, and I will make sure this issue is resolved over the weekend. Thank you for your patience.

Take care,

[YOUR Proper name]

Why this canned response is effective:

• The service squad is advocating for the customer.
• It preemptively quells a complaint from the customer 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 handling the case, and it should announced in the aforementioned email thread where the effect was start mentioned. If this is non possible, exist sure to indicate which support upshot this email is addressing and so the customer isn't dislocated.

The template below gives this canned response a friendly tone, just you lot should customize it to suit the tone and voice that'south advisable for the situation.

Hi [CUSTOMER NAME],

Thanks for taking the time to speak about [ISSUE] today. I've updated your contact record in our system, then your subscription will renew by the end of the mean solar day.

Is there anything else I tin can help you lot with? Please don't hesitate to reply to this e-mail or call me at [123-456-7891] if you lot accept whatever other questions.

All-time,

[YOUR Name]

Why this canned response is effective:

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

five. About your request for a refund.

Fifty-fifty though your arrangement may non allow refunds, your support team is likely to receive a request similar this at some betoken. On the surface, it seems unproblematic to let the client know you lot don't allow refunds, but don't castor off this request. It'due south indicative of a larger consequence that your customer service team needs to accost and resolve.

In your canned response to this matter, it'southward important to acknowledge that there's a trouble you want to know more than virtually. Lead with empathy, follow up with the options available to the client, and then ask what y'all can do to make a deviation.

Hi [CUSTOMER NAME],

I'm saddened to hear that you're not happy with your recent purchase, and I hope y'all'll let me make it right.

Although we don't offer refunds, we do have several options available to give y'all the value yous deserve from [COMPANY NAME].

• [Listing OF OPTIONS: exchange, return, disbelieve on a future purchase, etc. - include links if applicable.]

If you'll respond to this e-mail directly with the option that suits your needs, I'll process that for you right abroad.

In the concurrently, volition you share with me what went wrong with this purchase?

Warm regards,

[YOUR Proper name]

Why this canned response is effective:

• It takes the focus off of what the support team can't do and focuses on what they 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-upwardly question to solve the root cause of the problem.

6. Were y'all happy with the resolution?

Sometimes, there are bug that take fourth dimension to resolve. For example, I recently placed an social club with a visitor, merely it was lost in transit. The visitor issued a new engagement of expected delivery, but the package still didn't get in.

Some other example of this issue is when a customer has trouble using a characteristic of your product. Although you may accept implemented a fix on your end, in that location could exist roadblocks preventing the customer from experiencing the solution.

Don't put the onus on your customers to check in with you — instead, proactively accomplish out once you've solved the customer'southward problem to brand sure it was satisfactory.

Occasionally at LawnStarter, for instance, a customer doesn't like the work their lawn professional does, and so the company offers to ship a new team member out to rectify the state of affairs. Hither's an example of the LawnStarter support team checking in to brand sure the customer was satisfied.

Hullo [Customer Name],

A few weeks ago, y'all mentioned that yous weren't satisfied with the lawn care service you received. We offered to transport a unlike lawn care provider to complete your futurity services. My records show that your near recent engagement was completed by a new lawn care professional on our squad. How did it go?

Your satisfaction is our priority. You lot tin reply directly to this email and permit us know what you think.

Thanks,

[YOUR NAME]

Why this canned response is effective:

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

vii. Were you satisfied with our customer support?

In one case an issue is closed out, it is of import to get feedback from your customers, unremarkably in the form of a customer satisfaction survey.

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

Here's a template that includes the conversation history to assistance jog the customer's memory.

Hullo [CUSTOMER NAME],

We'd like to hear what you remember of our customer service. Please have a moment to answer one uncomplicated question by clicking either link below:

Good, I'k satisfied

Bad, I'yard unsatisfied

Here'southward a reminder of what your ticket was well-nigh:

[Details]

Cheers,

[YOUR Proper noun]

Why this canned response is effective:

• It's simple and neutral with virtually no language that might skew the customer'south response.

8. An update on your request for access.

Your customers go through a lot of alter during the course of their careers, and switching roles or teams are some of the most mutual ones. That ways yous'll receive requests for access to information from people who don't have permission to receive information technology yet.

This state of affairs could atomic number 82 to a never-ending game of pass the buck, simply careful wording can prevent legal or ethical issues for your company and avoid frustrating your customer. Explaining why you lot can't grant the person access and what steps they need to take next can amicably resolve the outcome.

Hello [Client NAME],

Our support team received your request for admission and we're here to help. We take determined that y'all'll demand to consummate the following steps before we tin continue.

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

• [LIST OF INFORMATION]

In one case yous reply, that response will come up back to me to verify, and I'll move your case forrard from at that place.

Thank you for your cooperation,

[YOUR Proper name]

Why this canned response is effective:

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

ix. We need more information to complete your order.

Sometimes, if a customer places an order online or through an app, the client service team might demand to confirm information about the order earlier processing it. When y'all achieve out and need the client to accept an actress stride, the communication should be clear, succinct, and easy for them to act upon.

Hi [Customer NAME],

Thanks for placing your order with united states on [Date]. We demand to confirm your payment method for the order equally the bill of fare you have on file was declined.

Yous tin can give me a call at [XXX-XXX-XXXX] to update this information, or you can change your preferences in your account contour now. So, we'll exist able to process and send your order.

If yous have whatever farther questions or concerns, let us know! Cheers for your order from [COMPANY]

Take care,

[YOUR Proper name]

Why this canned response is effective:

• It gives the client more than i way to help the service rep troubleshoot.
• It clearly explains that when this information is received, the client'due south order volition exist processed and shipped.

x. Here'southward how to do it yourself.

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

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

Continue 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 nearly of import thing you can do is avert using a cavalier tone, no matter how elementary the upshot might seem.

You might be tempted to email the client a link to your cognition base, but they'll appreciate that you went the extra mile to personalize the solution. Include the instructions in the e-mail itself, with screenshots equally a visual aid. Make information technology as piece of cake as possible for your client to solve the problem, and include any other relevant data that will assist them succeed with using that feature. Here'southward an example of a DIY canned response template that you can customize:

Hello [CUSTOMER Proper noun],

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

If you need to alter your frequency settings over again, you can do that online here by navigating to "Support" and clicking "Modify Frequency."

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

Thanks,

[YOUR NAME]

Why this canned response is constructive:

• The message is polite and helpful without being condescending.
• The support rep provided an immediate solution to the issue and then included a style to solve information technology themselves in the futurity.

eleven. Your support request has been escalated.

In that location are several reasons why customer back up requests might be escalated at your company which means it's nearly incommunicable (or at least inefficient) to write a canned response for every i of them. In most of these situations, though, the client is waiting longer than usual for a solution and will be receiving communication from another person in your company. That's the issue yous need to accost.

In club to get ahead of questions before they arise, let the client know that you're intentionally escalating their outcome to get them the solution they need. You might besides include a reason why you and your squad are unable to handle a request of this caliber. Finally, reassure the customer that their request is important and the new team handling their issue is well-nigh qualified to resolve it.

Hullo [CUSTOMER Proper name],

After reviewing your asking, I've determined that this type of effect is best handled past our [ESCALATION TEAM NAME] team. My capabilities are limited when it comes to [ISSUE TYPE] so it would accept me significantly longer to solve this for you lot.

Your case is of import to [COMPANY] and [ESCALATION Squad Proper noun] is more qualified to get this resolved for you in [TIMEFRAME]. If you don't hear back by then, reopen this ticket.

If you have other questions, reply directly to this email and I'll exist happy to assist further.

Sincerely,

[YOUR Proper noun]

Why this canned response is effective:

• Information technology shows that the customer service rep actually reviewed the case before responding.
• The client has been assured that they'll be taken care of by the escalation squad.

12. Nosotros acknowledge this error.

No matter how proficient your customer service team is, somewhen yous're going to make a mistake. It happens to every business. Sometimes there's little you could've done to avoid information technology. In these cases, it's all-time to acknowledge your part in the state of affairs and explain the steps you're taking to solve it.

If the issue is small and easily fixed, and then your team should resolve the problem earlier reaching out to the customer. You should even so let the customer know about the fault and hash out the steps y'all've taken to right information technology. This volition demonstrate transparency and build trust with your customer base. And so long as the problem is resolved, customers will capeesh your honesty and dedication.

If the trouble is more circuitous, your squad should reach out to the customer immediately. Apologize for any inconvenience you may have acquired and clinch them that you're taking activity to prepare the issue. These conversations tend to be sensitive, then it helps to maintain a at-home, reasonable tone, similar in the example below.

Hullo [CUSTOMER NAME],

I wanted to reach out with an update on your issue regarding [ISSUE TOPIC]. We regretfully admit that there has been an oversight fabricated on your case. During our troubleshooting, we [Caption].

We acknowledge and apologize for how our mistake has created an inconvenience for yous. Nosotros know that your goal is to [Client'S GOAL] and nosotros want to clinch yous that we are doing everything within our power to resolve this situation. Here are the steps we are taking to manage information technology correct now:

[TROUBLESHOOTING STEPS]

Over again, we are incredibly sorry for the inconvenience this has caused and will update you as soon as nosotros take a resolution. Delight feel welcome to reach out to us with whatever questions you may accept about this data as we would be more than happy to assist.

Talk to you lot shortly,

[YOUR NAME]

Why this canned response is constructive:

• That the company has taken responsibility for its mistake.
• Information technology acknowledges the importance of the client's goal.
• The mode the visitor will mitigate the outcome now and in the future was explained conspicuously without making excuses.

13. Thanks for working with us! Nosotros're closing this ticket now.

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

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

Below is a bulletin you tin use to conclude your customer service cases.

Hi [Customer NAME],

I'm reaching out about your case with us regarding [CASE TOPIC]. It'due south been [NUMBER OF DAYS] days since nosotros've heard from you lot, so I wanted to reach out and let you know we are going to shut this ticket.

Please experience welcome to reopen this ticket or start a new one if you need any farther assistance.

Thanks again for working with us!

[YOUR NAME]

Why this canned response is effective:

• The email reminds the customer how long it's been since they last responded.
• The customer is invited to reopen the ticket if they do demand assist.

14. Post-obit up on your asking to speak to an agent.

In today'due south tech mural, just near everything is automated, or at least washed digitally. The reality is, phone calls and live back up might not be a luxury your team offers to customers at scale. Luckily, at that place's a helpful way to explain this to them while offering them alternative solutions.

Shifting the focus from what you can't do (take telephone calls) to what yous can practice (solve their problem) will aid keep the customer calm and responsive. Include the information y'all demand to go your troubleshooting process started and explain that you'll be working in real fourth dimension to become it settled.

Hello [Customer NAME],

The back up team at [COMPANY] is hither to help y'all every bit quickly every bit we tin, and the best way to do that is via digital communication. I sympathize our lack of alive communication might be frustrating for y'all, merely residue assured, y'all'll still receive superior customer service this way.

With your assistance on the post-obit items, I tin can start troubleshooting right away.

• [LIST THE INFORMATION You NEED]

If you'd like to movement frontward, reply to this email — it'll come directly to me and so I can get started on your example.

Thank you lot,

[YOUR Proper name]

Why this canned response is effective:

• It acknowledges that the company'south process is frustrating to the customer.
• The support rep promises the customer that they volition receive exceptional service because of the quality of the support team, non the mode of communication.

15. Hither's what nosotros can do for you.

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

This is where a community forum or knowledge base comes in handy. You can direct customers to these self-service resources where they can collaborate with other customers. This not but provides an alternative solution merely information technology also encourages customers to communicate with one another. When customers work together, information technology stimulates customer advocacy which increases customer loyalty.

Hither's a template you can utilise when your squad needs to transfer the customer to an culling resource.

Hi [CUSTOMER NAME],

Thanks for reaching out almost [CUSTOMER'S Request]. Information technology looks similar we're limited in our ability to solve the consequence, merely here's what I tin practice.

To start, I recommend taking a look at our customs forum: [LINK TO FORUM]. At that place, you can find other users who may take found a solution to a like roadblock.

If that resource doesn't piece of work, have a look at our knowledge base: [LINK TO KNOWLEDGE Base of operations]. We have some FAQ pages that may take the reply you lot're looking for.

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

Please feel welcome to reach out to me with any questions you lot may accept on these resources. I would exist more than than happy to help!

Thank you,

[YOUR Name]

Why this canned response is effective:

• It explains why the support squad can't solve the issue.
• There are several alternatives included in the message that the customer can effort which shows that the service representative cares near the client's business organization even though they don't have the best solution

How to Write Canned Responses for Client Service that Piece of work

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

Fifty-fifty the term "canned response" makes me blench a little, quite bluntly.

The perfect canned response shouldn't audio canned at all. Rather it should give your customers the best feel possible. Remember, that'southward 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, acknowledge it chop-chop and emphatically." - Dale Carnegie, How to Win Friends and Influence People.

Though your gut reaction is to respond defensively, it's of import to let your customers know that your company fell brusque, and you understand their pain. If a client isn't happy with a service or can't go a product to work, it'south your team's responsibility to ready it.

Always think about how you want to be treated when you need help from a visitor's customer service team.

2. Avoid bland jargon.

At that place's nothing more than disingenuous than a line similar "We are working diligently to resolve the effect you lot experienced," or "Your satisfaction is of utmost importance."

While these things might be true, at that place's a fashion to personalize them so that they're believable.

A good practice for writing canned responses that audio accurate is to write them the way you speak. The tone and language used in your templated emails can brand an impression on your customer, and so don't have the opportunity to showcase the make for granted. If you're not an good in this area, check out these 10 tips for writing compelling electronic mail copy and tap someone from your marketing team to assistance.

3. Personalized, merely non too personal.

How many times have you submitted a back up request and received a response like:

"[Company] has received your support ticket #34850. Answer in a higher place this line"?

It makes yous experience like a number.

Brand sure your canned response addresses the customer by name and is somewhat tailored to the nature of the request.

Nonetheless, don't go overboard attempting to brand the bulletin look similar information technology was typed personally. For example, putting "Sent from my iPhone" in the footer is going way as well far. Customers will see right through this charade.

Instead, aim for something like this:

"Hey, [Name], our support team just received your ticket. As before long as we accept an update, we'll accomplish out to you. Until then, hang on to this ticket number if y'all need to enquire a question or give us more information to solve your upshot: ticket #34850.

[Support Team]

4. Fix expectations.

In the instance that you tin can't solve a customer's outcome immediately (and at that place will be many), let the client know when to expect a response. This is just as of import for your team as information technology is for the client because it gives your service reps time and infinite to work without being interrupted with update inquiries.

And I get information technology, sometimes you really don't know how long a customer effect might take to resolve, but do your best to requite an estimate. If you lot know for sure you could resolve a problem in less than a week, but iii days might be pushing your team'south chapters to the limit, tell the customer it'll be a week earlier they'll hear back. It'southward always best to underpromise and overdeliver.

5. Don't use a canned response when a personal response is needed.

There's a time and place for canned responses, but sometimes y'all should really blazon a personalized response that's unique to the situation — peculiarly when your product or service really falls curt.

Canned Responses Customized for Your Business

Once yous'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. Y'all might also find you lot need to add more responses for new products and features that you introduce to your customer base of operations. When your support email templates are efficient and constructive, both your team and the customer will do good.

Editor's note: This post was originally published in July 2022 and has been updated for comprehensiveness.

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Source: https://blog.hubspot.com/service/canned-responses

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