Personal Canned Messages

August 1, 2022
Empower your customer advisors with flexible canned message customization.

Canned messages are a fantastic time-saving feature for your contact center advisors. 

But, when the same variations are used for every customer, it can strip away the personal touch of live chat interactions.

Customers want to speak to humans - and they can usually tell when they’re being fobbed off with scripted messages.

That’s why we decided to take Talkative’s canned responses to the next level. 

With our latest update, your customer consultants can now create and customize their own Personal Canned Responses.

They can also set individual keys for these messages, making them more memorable and easier to access. 

This will speed up workflows, allowing your teams to answer customer questions faster than ever before.

Before this update, canned messages did feature some customization functionality, but each message had a company-wide format with no room for variation.

Now, that’s all changed. 

With this update, your advisors can easily add and personalize their own canned messages within their Talkative account general settings.

Concerned this will offer too much free reign? Never fear - this feature also comes with enhanced supervisor control. 

This means that supervisors will be able to view all of the Personal Canned Messages and remove any that are inappropriate.

That way, you can grant your advisors more flexibility, but still have peace of mind knowing that your brand’s image and professionality is maintained.

Taking personalization to the next level

The great thing about this new feature is that it enables advisors to inject some of their personality and creativity into the customer journey.

Not only will this contribute to a more personalized experience, it’ll also make your customers smile.

They’ll feel like they’re communicating with a real, relatable human and a brand that cares - rather than a faceless organization.

It’ll also help you stand out from your competitors - other brands’ generic canned messages will seem stilted and awkward next to the individualized creations of your customer advisors. 

And this feature won’t just delight your customers - it’ll also benefit your employees too.

The added freedom and responsibility this update offers will empower them to take their customer service to the next level.

Future updates

In the future, we hope to make this innovative feature even more advanced.

In fact, our developing team is currently working on an update that’ll allow you to view how often each Personal Canned Message is being used. 

For supervisors, this’ll mean an even greater understanding of your customers’ most common queries. 

You’ll also be able to pick out your favorite creations and set them as a company-wide canned response option.

Stay tuned for more information.

Getting started 

Want to get started with Personal Canned Messages straight away? Take a look at our support article to find out how. 

‍And for more on our latest updates, check out our most recent release notes.

Are you a new customer that likes the look of this update? 

Book a demo and learn how Talkative can help you make each website interaction more personable and profitable today. 

Schedule your team’s live demo

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