Featurecast Story 1 - Canned Messages
IM'ing (Instant Messaging) Feature Story Series
Featurecast Story 1 - Canned Messages
Have you been Canned yet?
Do you ever get tired of typing out the same responses again and again, all day long? Especially for your customer support teams. Canned messages, also known as "canned responses" or "saved replies," have been a game-changer in the life of many support agents.
If you're unfamiliar with canned messages, this article is for you.
A canned message is a crucial tool for improving your team's response rate, particularly when customer service agents are responding to repetitive questions on multiple channels.
Why should you use
messages for customer support?
Easy to implement
A common goal across all business types, whether small, big, start-up, lean or enterprise, is improving customer engagement solutions. By implementing canned messages, you can streamline costs and assist your customers with simple and easy-to-understated responses.
Provides a personal touch
Do you feel like a robot every time you send a canned message? If the answer is yes, you might consider incorporating some dynamically stored values to make your templated messages more personalized and customer friendly.
For example, you could set up something like this:
Canned message #1
Canned message #2
These examples may sound very basic, but only some companies can do so. You can even go further by using the company's name and other custom data that helps your team form a connection with customers.
Skillfully organize with labels (#tags)
Enter relevant tags and associate them with the canned messages you create. You can associate multiple tags with a single message. This makes your messages easier to locate and send.
For example, you could use tags, like:
Building canned responses has clear benefits for your team; we have established this so far, but it might become a big mess if you create an extensive library of templated answers, but keeping them organized can take time and effort. A simple solution is categorizing your saved replies.
• Welcome message
• Feedback
• Discount
• Competitors
• Product
Now that you know what canned messages are and how you can build and customize them, it's time to begin!
Still wondering if you need canned messages? 
Are you still deciding whether you need this feature for your company? Here are some reasons you should get started with canned responses right now.
Responsiveness
Using canned messages will make your teams much more responsive, especially when dealing with simple and straightforward requests.
Peace of mind
Ensure your brand's identity and voice are reflected by every agent response. Canned responses make your team confident about the quality, accuracy, and tone of their messages.
Interoperability
Canned messages can be reused at will across channels. You can benefit from this feature by using all the media connected to your shared inbox. You can also edit the display picture, description, and more for all default categories created for departments.
I hope you find this article helpful and that you use this feature to make your work life simpler with canned messages.
Be sure to watch this space for upcoming IM feature stories—there's plenty more to come!
Until next time,
Kavya Rao
The Zoho Desk team
The Zoho Desk team
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Kavya Rao Addepalli
Sticky Posts
Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021
After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon. At this event, we will explore the topics whichRegister for Zoho Desk Beta Community
With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our featuresAsk the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices
Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums; wherein a panel of experts will take on questions specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here. Let's begin the year learning some best practices from our experts. In this month's ATE we are opening the floor to questions on how to use Zoho Desk the best way. If you have a business use case but not sure if Workflow isShare your Zoho Desk story with us!
Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge.Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module
Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here. In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects: Integration with different Telephony vendors Routing calls to agents Converting
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho DataPrep Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho WorkDrive Resources
Zoho Campaigns Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー