Create Personalised Canned Responses

February 9, 2022
Save your support team time by creating dynamic canned messages.

Canned messages are a great way to save time for your contact centre agents.

But up until recently, supervisors have only been able to use basic variables in order to create these canned responses. Take agent names, for example. 

Previously, this greatly limited the number of effective canned responses you could create and use during customer interactions.

Thankfully though, that's all changed - thanks to Talkative's latest update!

Now, you can reference any number of variables when creating canned responses, including data from your pre-chat screening windows. 

What's more, you can even pull data from your website. This can further assist your agents with useful information that’s ready on hand. 

For instance, say your organisation’s website has a login section for existing customers, and each customer has an individual account number - a number that your agents need to reference in order to provide live chat support.

Now, Talkative can safely pull this information directly from your site. 

It means you can create a new canned response that saves your agents from searching through customer or website records.

So, no more copying and pasting for agents, and much faster answers for customers. 

In turn, you’ll achieve higher customer satisfaction and increased contact centre efficiency. 

Use cases for dynamic canned messages

The simplest and most relatable use of this update: welcoming all customers by name, automatically and immediately. 

Across all industries and interactions, customers love personalisation - so make sure you use this update to engage your customers faster and more effectively!

Of course, there are many other situations in which your agents might want to use a canned response.

What’s more, the canned responses you design can range from simple to complex. 

Either way, not only do canned responses save your team time, they also make a huge difference to agent morale.

After all, why slow down your whole team by making them face repeat questions and repetitive typing? 

Instead, you can now provide the same high level of service with automated and personalised messages. 

How you decide to deploy dynamic canned messages will depend on your organisations’ needs and your customers' queries.

To demonstrate further, let’s take a look at a common customer query example from the automotive industry. 

Example use case: automotive dealerships

Automotive dealerships will often get customers asking about a specific model. 

As such, support agents will often need to check details about a vehicle model before proceeding with the interaction. 

This time spent checking can really damage metrics like your average handling time, as well as the number of customers piling up in your queue. 

It’s the same for any other type of query that sends your agents on the hunt for information. 

However, thanks to this latest update, you can now put dynamic canned responses in place to speed up your processes. 

So, if a customer has already entered the vehicle model into the pre-chat widget, the dealership’s support agent can be ready with a canned response, confirming the customers’ interest in their desired model.

Here’s an example of how such a pre-chat window would look to the customer. 

And here’s an example of how a canned message would be set up within Talkative by a supervisor, making use of the customers’ pre-chat interaction data.  

As you can see, once this canned response is set up by a supervisor, the agent no longer has to waste time typing out or looking up additional information. 

It means they’re much better equipped to deal with repetitive questions.

Other use cases across industries

The automotive example above is one of many use cases for dynamic canned responses; there's a huge amount of versatility for using this kind of message across all industries.

For example, public sector organisations and councils can use pre-chat interaction data to better direct customers to their required service.

To do this, supervisors just need to add the necessary variable fields into their chat widget builder. That way, they can make sure that their customers are providing key information before the chat interaction has even begun. 

From there, agents are prepared with the necessary canned responses, and they can better interact with customers and understand their issues faster. 

Here are some other ideas from other industries to get you started:

  • E-commerce sites or online retailers can use pre-chat windows to collect information on the products or services that their customers are interested in, allowing supervisors to create canned responses that better prepare agents for customer queries and upselling opportunities. 
  • Travel organisations can use pre-chat windows to screen for all kinds of customer information - including destination, travel method, desired dates, and much more. Having this information to hand vastly improves the speed and efficiency of the online booking experience.
  • Financial organisations such as banks and insurance companies might want to refer to customer accounts and policies, with the data pulled directly from their website.

Is it safe to pull interaction data from your website?

When your organisation's website shares information with Talkative, the platform uses signing keys to make sure all data is authentic and secure. 

In each instance, any requested information or data is assigned a mathematical hash or key. 

Once this data arrives within Talkative, the system checks the hash to make sure no information has been tampered with along the way. 

It means you know you're getting valid data that is secure, private, and safe - just how it should be.

For more information on signing keys, get in touch with your Talkative Account Manager. 

Canned response examples: from start to finish

To give you a better idea of how these messages work – from both a customer and a support agent point of view – here’s an example of a canned response we’ve set up in our demo platform. 

In this instance, a support agent called Felix is working for an automotive dealership. He’s responding to a customer interaction via live chat. 

Prior to the interaction, the customer filled out a pre-chat window and stated that his name was Chris. Chris is interested in a new car model: the Model S. 

In order to respond with a personalised canned response, Felix can press two hash symbols ( “# #”) followed by the phrase “autointro”. 

As seen below, this produces the following canned message - created by a supervisor at a previous time. This is the text that, once selected by Felix, will auto-populate within the chat widget. 

Here it is again below, this time within the Talkative system. 

To draw up this canned response, Felix has to enter the code for his desired message. As we’ve seen above, this code is “##autointro”

Once entered, a preview then appears in the agent chat window. To select this message, Felix has to select the grey bar, then hit send. 

On the customers’ side, Chris will then see the below text within their widget, demonstrating the pre-chat information being pulled for use within the canned message. 

Getting started

To get started with your own dynamic canned responses, check out our support article.

For more information on the other recent features, check out our latest release notes!

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