Empower your support executives to respond faster using templated responses. Combine frequent responses and actions together using help desk canned responses and apply them easily.
Not getting an instant response is one of the key reasons for customer dissatisfaction. Canned actions enable you to assist and respond to customers faster. Your support executives will not have to type the same thing repeatedly. With canned responses, your agents can close a ticket and meet customer resolution at lightning speed. It'll also enable your support executives to focus on the queries that actually matter. Help desk canned responses make the process of bulky replying incredibly quick and easy.
There always comes a time when your helpdesk gets flooded with tickets. This could be due to multiple reasons, including downtime, a sale, or just the wind blowing right. Ticket surges change with time, but the boredom of typing out the same reply over and over again doesn't change. Your support team may find themselves stuck in a cubicle, responding the same answers to the same queries over and over again. During the time of ticket surge, you can create and configure canned actions for a group of agents working on the relevant queries.
Help desk canned responses are reusable replies common to all agents that can be inserted in ticket replies with a click of a button. Canned responses help agents break the loop of repetitive queries and respond faster with a click. Canned responses can be shared as well as personalized. Your customer support executives can create canned responses that reflect your brand's communication style or have generic responses shared with other agents.
While many brands ponder the secret to customer happiness, they miss out on the most crucial aspect, i.e., real-time assistance. Help desk canned responses improve your overall response rate by helping you provide an instant resolution.
Any agent from your team can create a canned response, save it and make it available for the entire team. A collaborative process like this ensures that maximum repetitive queries are covered and pre-formatted in your canned responses.
DeskXpand allows you to personalize your canned responses as you want. The biggest benefit of canned responses is that you can edit them according to your need. There is no need to rewrite the whole thing, you can just make minor tweaks to the content and get going.
You can define, update and merge placeholders of canned actions to reply based on the context of your answers. Placeholders usually carry information corresponding to the ticket, like the name of the person who has requested the answer, ticket URL, etc.
Create canned responses for simple and repetitive customer queries and drive significant improvements in your response turnaround time. Understand the type of queries that your support team receives and create canned actions accordingly. Choose the right helpdesk partners to deliver a unified experience across all support channels. We are ISO27001 certified helpdesk development experts with 15+ years of industry experience. Interested in seeing what DeskXpand can do for you? Sign up for a free trial and see for yourself why DeskXpand is the industry's top choice.
John is a customer support manager at an electronics giant. His company markets a broad range of hands-free solutions for mobile phones, contact centers, offices, and unified communications. Their award-winning product range includes the world’s best-selling Bluetooth, corded and wireless headsets.
Jonathan is an enthusiastic entrepreneur who deals with the healthcare industry. He was thinking of coming up with a new startup to help a particular territory for medical supplies and information with a B2B and B2C model.
Michelle runs an online service marketplace. She’s been running it for a year now. Her business includes providing home services in multiple categories like home cleaning, artworks, furniture supplies, etc. She came to DeskXpand, to find out more about the self-service portal.
Adam has an online eCommerce store of apparel. He had just started his journey in this space. Acknowledging the giant number of digital footfalls on his store, along with an increasing number of customer queries, he wanted a solution that helps him serve an incomparable customer service.
I needed a lot of support when integrating the DX portal. We loved how the team solved it just like their own product and supported us a lot!
Not only the onboarding experience, even after I purchased the DeskXpand, team DX has been super responsive whenever I needed their support.