The benefits of using canned response email templates This is a great way to stay organized and a fast and easy way to help your team set up canned responses for customer service requests. Then at the end of the week, he can sort his inbox by the “make template” tag and add any new templates into the system. When an agent feels like they are getting the same note over and over again from customers (and the agent is typing the same reply!), he can add a “make template” tag to the ticket. We use Keeping’s tag feature to make this process easy. In other words, set up a canned response in Gmail after you receive this question for the third time. If you receive this question three separate times, responding to it should be automated according to The Rule by Three. Trust me, it feels good!įor example, say multiple customers have emailed you to ask about your company’s return policy. The third time you find yourself responding to the same email, use that third response as your template for the inevitable fourth time you receive the same email. That applies to many tasks, including setting up canned responses for customer service emails. The Rule of Three states that if you find yourself doing a task more than three times, you should find a way to automate it. It’s hard to know when it’s time to set up a canned response in Gmail for a specific question or issue you deal with on a regular basis. When to set up canned responses for customer service Keeping makes it *super* easy to share customer service response templates with your team. But what happens when you add a new canned response? Or make changes to an existing template? This isn’t an efficient solution.įortunately, there is a better option available. You *could* sit down at each team member’s computer, and copy over your templates one-by-one. There’s no way to automatically share your customer service canned responses with the rest of your team in Gmail. Sounds good, right? Unfortunately, Gmail doesn’t make it easy to share customer service canned responses. And if you’re the boss or manager, you don’t have to worry about reviewing responses to customers, because you’ve already provided the templates they need. It also ensures that everyone is answering frequently asked questions in the same manner. Sharing templates across your team ensures that everyone is using a consistent tone. If your team collaborates on managing customer requests, you’ll probably want to share these customer service canned responses with them.
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