Featurecast Story 12 - Auto response

Featurecast Story 12 - Auto response

IM'ing (Instant Messaging) Feature Story Series

Featurecast Story 12 - Auto response

Provide prompt, clear communication



Auto response ensures that users receive an immediate confirmation of their message, setting a positive tone for their interactions with your organization.

Automatic replies enable businesses to streamline routine interactions, freeing up agents to focus on more complex issues and requests. The strategic use of auto-response messages enhances customer satisfaction, optimizes workflow efficiency, and contributes to cost savings.

Pros of auto-response messages

Prompt, clear communication

Automatic responses help maintain clear and uniform communication. These messages can include essential information, such as expected response times, alternative contact details, or links to relevant resources.

Fast response times

Auto-response messages excel in expediting response times. Customers appreciate swift acknowledgements of their questions or concerns and will be more willing to wait patiently if they know help is coming soon.

Reduced burdens on support reps

One of the primary advantages of auto-response messages is the time-saving benefit for agents. Routine inquiries or frequently asked questions can be addressed automatically, allowing agents to focus on more complex issues. This efficiency contributes to improved overall customer service.

Cons of auto-response messages

Limited capabilities compared to a human agent

Given a choice, customers often prefer to interact with human agents despite the convenience of automated replies. Even though auto replies are efficient, they lack the personal touch and empathy that human communication can provide. Also, auto responses may struggle to meet customer expectations in situations requiring emotional understanding.

Potential customer frustration

Auto replies can lead to customers becoming frustrated in some scenarios. They may need help with urgent or sensitive issues and be upset about not being able to reach an agent immediately. Standardized messages might not be able to address unique concerns adequately, leaving customers feeling unheard. Striking the right balance between automation and personalization is essential to mitigate frustration and provide a positive experience.

Uses of auto-response messages

    •    Sending out-of-office notifications
    •    Managing high volumes of incoming messages
    •    Providing information outside of business hours
    •    Handling customer interactions during events
    •    Saving time and making support teams more cost-efficient

Auto-reply messages are quickly becoming an essential tool for providing effective customer support. Here are a few examples of auto-reply messages that you can use in different situations.

    • Hi there! Thank you for contacting us. A support agent has already received your request and will reply soon.
    • Hi there! You've reached [company name], and one of our support reps will get back to you shortly.
    • Thank you for your message. We are currently unavailable, but a service agent will contact you as soon as possible.  
    • Welcome aboard! We can't wait to start working with you. Our team is always here for you if you have any questions or need support. Thank you for joining us!
    • Thank you for reaching out to us. We're aware of the issue, and we're working on it. We'll update you as soon as we have more information.
    • We're closed, but our support team will be available at [time] to get back to you and address your concerns. Thanks for your patience.
    • Hi there! Thank you for opting into our newsletter. You'll start receiving exclusive content and updates from us soon.
    • Sorry for the late delivery. We're on it and doing our best to get your order to you as quickly as possible. We appreciate your patience.

Closing thoughts

Automated replies save time, ensure prompt acknowledgement of customer requests, and help manage expectations when agents are unavailable or busy due to high communication volumes.

They enhance the transparency of business communication by providing immediate responses, even outside regular business hours. This helps foster a positive support experience and nurture long-term relationships with customers.

Clarity in communication improves customer satisfaction by setting appropriate expectations and reducing uncertainty in the support process. It's a win-win for customers and businesses.

I hope you found this article helpful and start using auto responses to help deliver great service to your customers. There's more to come, so please watch this space for more IM feature stories.
 
Until next time,


Kavya Rao

The Zoho Desk Team

    • 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 which

    • Register 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 features

    • Ask 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 is

    • Share 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

    • Recent Topics

    • Ability for customer to give feedback after receipt of an order

      Is there any way we can receive feedback from customers regarding their order after delivery (other than just an email, obviuosly)? This is not the same as product reviews, as it may concern other points, but would ideally have an inbuilt reference to

    • Issue with EU MArketplace

      Hi It's super frustrating that many CRM / Zoho (whatever) extensions are not available in the EU Market place Example: https://marketplace.zoho.com/app/crm/time-tracker-extension-for-zoho-crm For now, can the team address the extension above, but on the

    • Conversion of functions from Google Spreadsheets

      Hello! I use this formula "=QUERY(ResumoOrdemVencimento!A3:O38;"SELECT A,B,C,D,E,F,G,H,I,J,K,L,M,N,O WHERE C != '' ORDER BY C,G")" in Google Sheets but when importing my spreadsheet into Zoho Sheets the formula was not converted. The QUERY function brings data from another spreadsheet, and then I sort and apply conditional formatting. The order of data will change automatically as I update the source spreadsheet. What Zoho Sheets function is equivalent to QUERY? I have some other spreadsheets to

    • Zoho Books Sandbox environment

      Hello. Is there a free sandbox environment for the developers using Zoho Books API? I am working on the Zoho Books add-on and currently not ready to buy a premium service - maybe later when my add-on will start to bring money. Right now I just need a

    • Zoho Books | Product Updates | November 2024

      Hello users, We are back with exciting new features and enhancements in Zoho Books. From multi-criteria workflows to writing off customer opening balances, discover the new updates designed to make your bookkeeping swift. Attach XRechnung to Invoices

    • Spell check sucks

      Come on guys, it's 2024 and your spell check is completely retarded. You gotta fix it.

    • Signature image logo not displaying in recipient mail clients

      Whenever I send an email to another person the image that forms part of my logo is not displayed just a broken link to: https://mail.zoho.com/mail/ImageSignature?fileName=Email-log.jpg&accountId=47238000000007001&storeName=NN1:-3205531763309921492 I can see the logo because I've got a zoho account and I'm logged on but others without a zoho account can't see it. How do I fix this? Thanks -Martin

    • Sales Order, what are the statuses under Confirmed and Closed

      Hi, I have to build a workflow in Deluge which should be triggered when Sales Order status is Confirmed or Closed. But these 2 states don't exist when you fetch a sales order. Which of the statuses are considered as Confirmed or Closed ? Here is a list

    • Notifications for calendar meetings

      So we have been happy users for a few months now. This is an important problem we face, since I have forgotten meetings already cause of lack of notifications. The problem: I have notifications (email, popup and notifications) set for my calendar by default.

    • attributed automatically database section

      Hello everyone and happy holidays... here in zoho CRM, I created 3 bases: - Properties (House, apartment ...) - Transactions (Notaries, ...) - Real estate ads I want when the address is identical on these three bases, that in "Properties" the transactions

    • Reusuable Sections & Universal Brand Settings

      Zoho Email Campaign setups take longer than other software I've used because it doesn't have reusable sections or universal brand settings (fonts and colors). These enhancements should be added to help us create our campaigns more easily.

    • Blockchain technology

      Blockchain technology is being used to revolutionize accounting and financial reporting. With blockchain, financial transactions are recorded on a decentralized ledger, making tracking transactions and verifying their accuracy easier. This technology

    • Este domínio já está associado a esta conta

      Fui fazer meu cadastro na zoho e quando digitei meu domínio recebi essa mensagem que meu domínio estava associado a uma conta que eu nem faço idéia de quem seja. Como que faço pra resolver isso? Atenciosamente, Anderson Souza.

    • not able to hit inventory api

      when i hit the api with my account keys and the access is provide by the client

    • Remove County field from Customer Address input screen (or allow input to be deleted)

      We are in the USA and have just noticed that there is now a County field in the Customer Address input screen (and maybe other areas of Zoho Books, but this is the one affecting us at the moment). County is not important to our business, and in fact we

    • 553 Relaying disallowed error

      Hi, I am receiving a "553 Relaying disallowed" error when sending emails to my domain email address which I have configured in Zoho. However, I am able to receive emails from my domain email to my gmail account. The SPF and MX entries are all configured

    • Leads and Deals Issue

      Hi! Is Zoho having trouble today? I've been experiencing issues today. When I move a deal to closed/won, it previously would require a closing date but today the screen just went blur and the closing date did not pop up. And then under leads, I was trying

    • !! URGENT My sent mail goes to spam

      I tested a few times and every time I send mail out it goes the recipients spam box.  Why is it marking my mail as spam? please help me ! thanks

    • Event Time Zone in meeting invites are confusing users

      When sending calendar invites to internal and external users, the first section "Event Time Zone" is confusing people and they are automatically declining events. Can this section please be removed??? It already shows the correct time zone next to the

    • Request For Quotation (RFQ) module

      Hello, Do you have any plans to implement a RFQ module in to ZOHO Inventory? I would like to chose items that I require a price for, select a number of different suppliers to e-mail and have them submit there pricing online. I would then like to see a

    • Constant Sync Errors 🙄

      I'm constantly getting sync error notifications with no actual resolution. Also... I have folders and files with a (!) on the cloud icon, indicating it's not accessible. This has also led to the complete loss of certain folders. Like... the go missing!

    • Display your zoho contact name when they call your mobile number

      As per the title If a contact calls the office number, the contacts name shows on mobile as long as I have their contact details registered in my crm. Is there a way that if the contact calls my mobile, their name can be displayed? Currently just their number shows when they call.

    • In Zoho Projects, is there a way to create a folders template under documents that can be used once a project is created?

      We have a specific folder structure that we would like to use that is standard across every project. Instead of having to create this structure every time a project is created, is there a way to create a template for the folders that can be added?

    • Custom view for Milestones

      Hi, Just an idea for the future... would it be possible to create custom views for the Milestones view under Work Overview ? I usually need to look at this view filtered by project group but the filter doesn't remain when navigating away. A custom view

    • Zoho Books API Limit Is RIDICULOUS!!!!!!!!!!!!!

      The 2,500 API call limit in Zoho Books is about as useful as AOL dialup.  Seriously Zoho, not only can I use up 2,500 API calls in no time with my own app but YOUR OWN STUPID IPAD APP blows through them super fast too, so if any one of my clients wants

    • javax.mail.authenticationfailedexception 535 authentication failed

      Hi, I am facing 535 authentication failed error when trying to send email from zoho desktop as well as in webmail. Can you suggest to fix this issue,. Regards, Rekha

    • Out of Office not working

      I have set up out of office on zoho mail, however, it does not reply to every mail sent to it. I have tested it by sending several test messages from multiple different email accounts, I will get a response to some of them, but not all of them this is

    • Always display images from this sender – Is this feature available?

      In Zoho mail, I had my "Load external images" setting set to "Ask me", and that's fine. That's the setting I prefer. What's not fine though is I always need to tick "Display now" for each email I get, regardless if I've done that multiple times from several

    • Simplify your day-to-day sales operations with new List View actions

      Greetings everyone, Here are a few enhancements for quick actions in modular List Views that will make your day-to-day CRM operations much easier. List Views in modules display records in rows and columns based on set criteria, and are useful for presenting

    • How to create a Field with answers as Yes, No> Further if no is selected a new field to be visible to give details

      Dear All, I am creating a feedback form in HR Letter. The question is were you satisfied with the work allotted. Expected answer to this is Yes, No. Further if the response is no, then a field to be give to fill more details as to why no was selected.

    • Some emails are not being delivered

      I have this problem where some of my mail just seems to disappear. When I send it, it appears as sent with no mention of any problem, but my recipient never gets it, not even in the Spam folder. Same for receiving, I have a secondary e-mail address, and

    • Unbilled Items Report?

      Hello! Is there any way to display a list of items that remain unbilled, without creating an invoice for each customer to see if the unbilled items box is displayed? ;-) Ben

    • Making Calls Using ZDialer on Zoho Creator Widgets

      The Zdialer Browser Extension does not seem to recognize phone numbers on custom widgets. What is the best way to work around this?

    • ALL sent mails from my zoho email id go to spam

      when we send emails out of Zoho as like Gmail , ALL mails go to spam... more than urgent to get a solution !!!!!!

    • Não consigo enviar e nem receber e-mails

      Estou com problemas pra enviar e receber e-mails. Não consigo enviar (recebo uma mensagem de domínio inválido) e os e-mails que recebo estão voltando. Como devo proceder?

    • Time Field

      Good Day, I have a question, when I save a draft and reload it. Why does the time field format keeps goes from hh:mm to hh:mm:ss? Is there a way I can force it to load to hh:mm only? I have tried example = totime(input.TimeField, "hh:mm") in the -created

    • Receiving email problem

      I can send an email but can't receive from other platform like Gmail

    • Mas de 48 horas sin correo

      Estimados, llevamos más de 48 horas sin poder recibir correo y en este periodo hemos recibido información confusa y lo mas relevante es que Zoho dice que esta todo bien y no encuentra el error. Como deben comprender el perjuicio de no contar con un correo

    • Your account has been blocked due to security reasons.

      Hi everyone. Faced a problem that is wreaking havoc on my business! On December 14, blocked login via WEB, IMAP and POP3 with the reason of unusual activity, allegedly because of VPN/Proxy and suspicion that my account was hacked. I created a ticket to

    • Displaying related quotes in sales order and back

      Hi, My colleague liked to see to which sales orders, the quote has been converted. Quote shows Invoices, but not SO. Same, they would like to see the quotes in the sales order, as they can see invoices, packages, shipment, How can we achieve this ? Thank

    • Next Page