40 Essential Canned Response Examples for Live Chat Agents

Maintaining fast and reliable support for every customer is tough for contact centers. To keep customers happy, 40 Essential Canned Response Examples for Live Chat Agents are essential to have a strong set of ready-made responses. This helps ensure consistent and quick replies to common questions, making the whole support process smoother.

What are Canned Responses?

Canned responses are pre-written answers stored in a library for common questions. They allow agents to respond to customers quickly and effectively. Using these responses can cut down response times in your call center by up to 40%, according to LiveHelpNow contact center software.

Having a well thought out library of canned responses will:

1. Save contact center agents from having to type the same response repeatedly.
2. Boost the efficiency of live chat agents.
3. Quickly resolve inquiries.
4. Make customers happier.

Organizing Canned Responses

Organizing is key to building a good database of canned responses. If you categorize them well, agents will use them regularly. If not, they might not use them at all.

If the setup isn’t user-friendly, agents might avoid using canned responses. It can be simpler to type out an answer than to sift through a disorganized list. Here are a few tips for organizing canned responses:

By group (like Tier 1, Tier 2, etc.)

By category (such as Sales, Support, etc.)

By type (Shipping, Refund, Order, etc.)

By mood (Angry, Frustrated, Happy, etc.)

By script (Qualifying, Setting up a demo, Sending promotions, etc.)

If the contact center software allows for nested folders, like LiveHelpNow does, you can use all these categories and also tag the responses for even better organization.

Canned Responses and AI

AI is popping up everywhere, including in call centers. Thanks to chatbots, its use has really taken off, even though it’s not perfect. Consider seeing if a chatbot can manage simple questions at your call center. For tougher issues, AI teamed up with canned responses is a great solution. Some systems, like LiveHelpNow, even have AI that suggests the best canned response by looking at the conversation, which helps agents save time and avoid searching through responses.

40 Canned Responses Every Agent Must Have Handy

HelpSquad is a live chat service company that helps businesses outsource their chat support both effectively and affordably. Given our experience, we’re pretty knowledgeable about using canned responses.

To get you started, we’re sharing 40 canned responses that work well in our contact center. If your team handles chats in multiple languages, just use translation tools to adapt these examples to the languages you need.

CANNED RESPONSES BY SCENARIO

ANGRY CUSTOMER

1. I see why you’re upset. Can we talk about it to figure things out?
2. I’m sorry this is frustrating you. Should I bring in my supervisor to help out?
3. I’m truly sorry about this. I’ll make sure to do everything I can to assist you, [Customer Name].
4. [Customer Name], I’m sorry you’re facing this problem. We will fix this.
5. I’m sorry to about this. What happened? We will make it right.
6. I’m sorry for the frustration. We’ll forward it to the right team.

UNABLE TO RESOLVE THE ISSUE

1. I’m sorry but do you need help with anything else?
2. That’s outside our capabilities, unfortunately. Is there anything else I can help with?
3. I can’t manage that at the moment. Anything else you need today?
4. I’m sorry, I couldn’t solve your issue, but I’ll have my team look into it.

REFUND/RETURN REQUEST

1. I’m sorry you’re upset. I can’t offer a refund, but how about some extra time or store credit instead?
2. I’m sorry you didn’t like your order. I’ve started your refund, and it will be in your account in three days. Do you want other options?
3. Let’s try to fix it, or I’ll ensure you get a refund.
4. Hi [Customer Name], I can’t offer a refund due to [X]. But let’s try to solve this together. Here are some helpful tutorials.
5. I’m sorry our service didn’t meet your needs. Your refund will be processed, and you’ll have it in five days. What went wrong?

WIZMO (Where is my order?!)

We don’t provide canned responses for this category because it wouldn’t make sense to have scripted answers for WIZMO questions.

But there are other strategies you can try: 

• Consider automating your shipping confirmation emails and make sure to include a tracking number every day!
• Think about making your website easier to navigate so customers can quickly find order and shipping information.
• Make sure customers know what to expect before they order. For example, tell them their product will ship within 24 hours and should arrive by the end of the day on August 14th.
• Consider using chatbots for this; they’re great for handling routine questions. Check out the LiveHelpNow chatbot solution, which is designed for this kind of task.

HAPPY CUSTOMER

1. I’m glad I could help with all your concerns. We hope you’ll keep choosing us and let us give you a great experience.
2. Thanks for your great feedback! We’re thrilled to hear you’re enjoying our [PRODUCT/SERVICE]. Please let us know if we can help you with anything further, and if you are inclined in telling your friends and family about our service we will discount your next month’s price by 50%.
   
3. You’re awesome, [Customer Name]. Thanks again for the positive feedback. Do you think your friends or family might like our product too?

TRANSFERRING TO ANOTHER AGENT/DEPARTMENT

1. I’m sorry, I’m not the best agent to solve this issue. Let me transfer you to a better agent.
2. I’m going to connect you with my colleague from the (Department) who knows more about your issue.
3. [Customer Name], I think it would be best to connect you with our [X] department. Is that alright? They’re really good at handling this kind of thing.
4. Thanks for reaching out to [Company Name]. I’m [Agent Name]. Can I connect you with a customer support associate to help you faster?

GREETINGS

1. Hi [Customer Name]! Nice to meet you. How’s your day going?
2. Hi [Customer Name], how are you? What can I do to help you?
3. Hello! How can I assist you further?
4. Hello there! You’re in good hands with [Agent Name]. How can I help you?
5. Hi [Customer Name]! Sorry for the wait, we’re a bit short on staff today. I’m [Agent Name]. How can I help you right now?

FIXING THE ISSUE RIGHT AWAY

1. We’re working on your issue and expect to have it resolved soon. I’ll keep you updated.
2. Thanks for pointing out the problem. I’ve let the right team know, and they should have it fixed by tomorrow.
3. Sorry for the trouble. Everything’s fixed now, so you can use your account like usual.

OTHER

Suggestion

Thanks for the suggestion, Tracy! I’m not in product development, but I’ll definitely pass your idea to my manager. We really value your feedback. Anything else I can do for you today?

Don’t have item

Sorry for the wait—we’re out of stock right now but should have more soon. Can I take your info and get in touch when it’s available?

At [Company Name], we offer many services from [A] to [Z]. Our services and prices can change, so I’m not the best person to ask about them. Can I connect you to one of our advisers who can help you create a custom tutoring plan for your student?

Discount request

I’m sorry, but I can’t give a discount on our [A] since our pricing helps us deliver [B]. However, you might want to wait for our Memorial Day sale, where you could save up to $200 on a [C] package.

Request for help

Oh no, that sounds frustrating, [Customer Name]. Could you give me more details about what’s going on with [X]? I want to make sure we address this issue thoroughly for you.

Request to escalate to a manager

I’m sorry to hear about the trouble with [X]. I’ll have my manager give you a call to discuss it. Could you let me know what’s been going on so I can fill them in before they reach out?

Difficult question

I’m not sure, [Customer Name], but I’ll find out from a senior agent. Can I call you back with an answer by the end of the day?

Canned Responses for Better Customer Satisfaction

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Canned responses for customer satisfaction are like quick notes ready to answer common questions from customers. They let businesses respond fast, making customers feel heard and supported right away. This quick feedback can make a big difference in making customers feel valued because they’re not left waiting. Using these prepared responses helps businesses handle many conversations at once without feeling overwhelmed, allowing them to focus on solving more complex issues. This way, businesses can offer both speedy help and thoughtful care, making their customer service feel more attentive and personal.

We hope you found this article helpful and that it inspires you to start creating a list of canned responses for your agents. Why not get started today?