Enhance Agent Productivity With Automated, Canned Responses

 While in a business quick responses to the Frequently Asked Questions is one of the major keys to a successful customer relationship management. Responses are given by the agents in a traditional method wherein the agents reply to the customer’s requests one by one by consuming enough of the precious time. So, what if we can expedite the process? What if there are ways in which customers need not wait in the long queues for their answers? The automated or canned responses to the FAQs is the first-rate solution. To understand them let’s first see what these are.


What Are Canned Responses?


Canned responses are pre-arranged responses to the questions which are commonly or frequently asked. The canned responses are given while requiring little human intervention. The default suggestions shown in the pic given below are the canned responses.



How Can You Integrate Canned Responses In Your Customer Service?


  • Canned responses can be integrated by Chatbots using machine learning technology.

  • Get a chatbot for your website and use it to increase the productivity of the agents by replying fast and saving time.


Now Let Us See What A Chatbot Is And How It Works?


What Is A Chatbot?


Chatbot, a software application uses artificial intelligence & natural language processing to understand human wants, and guides them for the desired result. 

  • It can be used to bestow users with fully automated access to a large set of canned responses. 

  • It is an omnipresent channel that allows agents to communicate with the customers via various channels such as Whatsapp, Facebook, Telegram, Instagram and many more.




Key Points:

  • An agent can initiate a conversation whenever he finds a customer finding any issue.

  • It thus allows the agents to seamlessly chat with customers in real-time.

  • It allows the agents to chat with multiple customers at a time.



How Does A Chatbot Function?


Let us see the step-by-step functioning of a live chat.


  1. The below given is the screenshot of the live chat. When a customer reaches out to the agent asking for help or query then this is the first page he comes across. This page allows the customer to fill his name, email, contact number and the message- either a query or help or complaint. Once the customer fills this information he is driven to the next page.

  2. It provides an instant agent chat window.



  1. The chatbot filters queries based on a complaint or feedback or assistance then moves further and replies with the predetermined template answers. 


For instance, it asks the customer whether or not the query is about a particular order. 

  • Then it gives a set of options to the customer as shown in the picture given below.

  • Once the customer selects yes or no, he is asked whether it is a return, refund or a damaged order with the help of the canned responses.

  • Then the customer chooses and intimates the chatbot about the kind of request it is.

  • Thus it allows the agent to reply to the customers promptly related to the purchase.



  1. An agent interface as shown in the given picture is provided to minimize the response time.


  • Default suggestions displayed in the picture are the one-click responses templates that can be used to answer the frequently asked questions.

  • Predefined Templates help customers find answers to FAQs by arranging pre-defined chat templates. 

  • Enables agents to respond to queries faster with auto-suggested templates and canned responses.


  1. The machine learning algorithm recognizes the subject matter and connects agents with the customers within a few seconds.



  • While connecting with the agents, the algorithm filters the requests on the basis of the type of requests. 

  • Then it accordingly connects with the appropriate agent, it can be understood more clearly from the given picture.







To know how automated customer service can improve your support, let’s see the role of canned responses in increasing productivity of the agent:


  1. Saving Time With Canned Responses:


  • The predefined templates stored in the software makes the response time way faster and saves time by replying with canned responses. The agent need not use his time in preparing a new long answer for the same question asked a multiple time.


  1. Rapid Response


  • If the customer support agent is slow in replying to the customers then it surely decreases his credibility. With predefined templates it is not the case, the agent will be able to give the response as soon as he receives the query.

  • The loyalty rate of the customers towards the business increases with rapid response to every query they have.


  1. Increases Conversion Rate


  • Customer service with accelerated canned responses obviously has a higher conversion rate when compared to slower customer service. 

  • This will not let the customer cancel its subscription towards your business.


  1. Handle Multiple Customers Concurrently


  • The canned messages enhance the productivity of the agents, as the time to write an email to every query can be used to aid other customers. 

  • Just by changing the personalized details, a higher number of customers can be handled at a time. 

  • For example, when there are multiple requests when an order is placed, a canned message can be created and sent to all such similar queries regarding the placement of orders. 


  1. Bring down Typos


  • When an agent writes a high number of emails for multiple agents he may make spelling mistakes or grammar and punctuation mistakes which may switch off the moods of the customers. To save the customer agent from such catastrophe, canned responses come as a boon.


  1. Lesser Stress 


  • When it comes to the productivity of work, mental stress or the pressure on the customer service agent plays an important role. An agent with less mental stress can perform much better and promptly in comparison to an agent who is mentally exhausted. 

  • Depending on the urgency of the issue an agent has to reply to various emails within certain deadlines such as 24-hours, 48-hours.

  • The canned responses require the agent to just pick the right one and respond to the customer without using his mental strength for mails. 


  1. Real-Time Monitoring of the Agent’s Work


  • The performance of the agent can be enhanced by real-time chat monitoring. Agent’s activity from log-in time until log-out can be tracked this makes him brisk and fruitful.

  • Live chat dashboard can be set up to get a snapshot of chats being handled by on-duty agents. 


How to improve agent productivity with automation can be clearly understood with the above-given points. Increasing user productivity with canned responses is extremely significant.


Ending Remarks:


Canned responses not only increase the productivity of the agents but are also of great importance for improving the sales and support experience of any potential client. The fact that the predetermined templates should be proofread before using them should be kept in mind. Also, the templates should be made in such a way that they do not seem robotic. Therefore, using canned forms to increase agent productivity is satisfactory. To have a smooth experience of the canned responses visit https://www.kapturechat.com/

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