We recently introduced canned responses for CustomerIcare live chat software. We know a lot of small businesses are afraid of spending way too much time chatting if they add a chat window to their website. That's why we think canned responses (or quick responses as we call them) can help a lot. However since 90% of businesses use them all wrong we're created this small presentation to quickly explain the real value of quick responses. If you're interested in saving time you can also check out these awesome free resources: About annoying canned responses: http://customericare.com/live-chat-could-canned-responses-be-slowing-you-down/ Downloadable PDF list of good canned responses you can start using right now: http://customericare.com/live-chat-canned-responses/

1. WHAT THE HELL ARE
chat canned responses
(and why should you even care?)

2. 10 SLIDES
10A YEAR OLD WOULD
UNDERSTAND
HERE’S THE DEAL:
We don’t like complicated stuffs,
they make us feel stupid and waste precious time.
So we made this simple, using the rule of 10:

3. SLIDE 1/10
You know how after the holiday season everyone asks you:
SO, HOW WAS YOUR HOLIDAY?
Then you have to repeat over and over again:
I VISITED SOME MUSEUM, WENT TO THE BEACH
AND THE WEATHER WAS SOMETIMES GOOD,
SOMETIMES NOT.

4. SLIDE 2/10
Let’s be honest, repeating yourself is really annoying
and it affects your friendliness level:
NUMBER OF TIMES THE QUESTION WAS ASKED
HOWFRIENDLYYOUARE
TOTHEASKER
:D
:@
1 105
based on my own
personal experience

5. SLIDE 3/10
When you work with customers,
you repeat yourself all the time!
QUESTION YOU’VE
ANSWERED BEFORE
NEW QUESTION, NEVER
HEARD BEFORE
Typical day in customer service

6. SLIDE 4/10
But, your level of friendliness has to stay on top and
it is really, really hard because:
YOU ARE NOT A ROBOT
YOU FEEL LIKE YOU ARE JUST WASTING TIME
CUSTOMERS AREN’T ALWAYS NICE

7. SLIDE 5/10
No one can force customers to be nice, but if you take
care of customers with live chat, we can:
using, you guessed it, CANNED RESPONSES
HAVE THE COMPUTER DO ROBOT WORK
AND HELP YOU SAVE TIME!

8. SLIDE 6/10
Here’s how it works:
THERE’S A QUESTION
YOU SEE ALMOST
EVERY DAY
Can I pay with
monopoly
money?
AND YOU TYPE THE
EXACT SAME ANSWER
EVERY TIME
Yes, but only for the
monopoly versions of our
products. Otherwise, we
accept credit card or
Paypal.

9. SLIDE 7/10
With canned responses, instead of typing the entire 17
words of the sentence, you’ll only need to type 1
#keyword and the entire sentence will appear. Like this:
#monopoly
«Yes, but only for the
monopoly versions of our
products. Otherwise, we
accept credit card or Paypal.»

10. SLIDE 8/10
Knowing that it takes about 30 seconds to type the
original answer and only 2 seconds to type the keyword,
you will end up saving:
30-2 = 28 S. / ANSWER
If you get asked the question twice a day, you’ll save:
(28*2)*7 = 392 SECONDS = 6 MIN. 30 S. / WEEK

11. SLIDE 9/10
6 MINUTES
30 SECONDS
you can use to answer more questions or work on
making your canned responses as friendly as possible

12. SLIDE 10/10
Canned responses are awesome…
…when you know how to use them
READY TO USE, GOOD
CANNED RESPONSES
EXAMPLES OF AWFUL
CANNED RESPONSES
SINCE 90% OF COMPANIES ARE USING THEM ALL
WRONG AND WE HATE SEEING A GOOD PRODUCT GO
TO WASTE, WE WROTE ARTICLES TO GUIDE YOU:

13. WANT TO ADD A CHAT WINDOW
TO YOUR WEBSITE?
Check out CustomerIcare!
It’s free, easy to use and we’re here for you.
x
CLICK HERE TO
LEARN MORE