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Our products > Features > Canned responses

Send quick answers during interactions with canned responses

Reduce your response times to customers and cut out repetitive work for your team. You can use canned responses with MaxContact across webchat, email, SMS, WhatsApp, and Facebook.

Respond quickly to customers in the moment

With the ability to create a repository of common customer messages, your teams can respond to questions and in conversations much faster than normal, lowering Average Handling Time (AHT).

Create, brand-approved messaging

Ensure your teams hit the mark with their interactions by crafting the perfect responses for the teams, campaigns, and the topic.

Create and add new responses on the fly

Empower your team to create new responses, so if there’s a common query arising you can respond to any trends quickly. New responses will then go to a supervisor to approve and publish team wide.

Respond on all digital channels

Use quick responses across digital channels to send quick responses and include helpful URL links, files and images.

96%

of customers say prompt customer service is important in their choice of loyalty to a brand

84%

say they feel under pressure from their manager to deliver quantity over quality

59%

of customers just want a quick response to their customer service query

How can canned responses help you?

Customer Service

Solve customer complaints and handle queries with accuracy and speed, allowing teams to save and send new ones for approval as they go.

Quality & compliance

Create and push out approved messaging for your team to use to ensure quality or meet compliance regulations.

Cut out wasted time, repetitive work or typing similar messages to different customers, across different channels.

How does MaxContact’s canned responses work?

Canned responses allow contact centre teams to build a set of messages for the user so they can see the messages and promptly respond to customer contact by typing a shortcut and selecting the relevant response.

Users should be able to save a message as a canned response that would typically be sent for approval before it’s used team-wide.

These canned responses are managed by team leaders or supervisors, giving them the ability to create, edit, publish, approve and assign to different queues within the MaxContact platform.

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