20 Quick & Easy Canned Responses to Improve Your Customer Interactions

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class="blog-nav-card-thumbnail"> <img src="//53.fs1.hubspotusercontent-na1.net/hubfs/53/assets/hubspot.com/web-team/WBZ/Blog%202021/Images/Nav/Optimized/HubSpotLogo_64x64.png" alt="" loading="lazy"> </div> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> HubSpot <svg class="cl-icon -external-link" width="14" height="14" aria-hidden="true" aria-label="Link opens in a new window"> <use href="#cl-icon-external-link" /> </svg> </h4> <p class="blog-nav-card-description -small">Everything you need to know about building your business on HubSpot</p> </div> </a> </li> </ul> </div> <ul class="blog-nav-media-dropdown-text-links-block"> </ul> </div> <div class="blog-nav-media-dropdown-cta-container"> <a href="https://blog.hubspot.com/videos" class="blog-nav-media-dropdown-cta cl-button -primary ga_nav_link " data-ga_nav_type="header_nav" data-ga_nav_tree_text="Videos > See all videos"> See all videos </a> </div> </div> </div> </div> </div> </li> <li class="blog-nav-primary-menu-item"> <button class="blog-nav-menu-trigger blog-nav-media-dropdown-trigger" aria-controls="podcasts-mega-menu-submenu" aria-expanded="false"> <h6>Podcasts</h6> <svg class="cl-icon -down-arrow" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </button> <div id="podcasts-mega-menu-submenu" class="blog-nav-menu -light"> <div class="blog-nav-menu-content"> <div class="blog-nav-media-dropdown"> <div class="blog-nav-media-dropdown-content cl-page-width"> <div class="blog-nav-menu-header blog-nav-media-dropdown-header"> <h3>Podcasts</h3> <p>HubSpot Podcast Network is the destination for business professionals who seek the best education on how to grow a business.</p> </div> <div class="blog-nav-media-dropdown-container"> <div class="blog-nav-media-dropdown-cards-block"> <ul> <li> <a class="blog-nav-card cl-card -green -hoverable -light blog-nav-media-dropdown-card ga_nav_link" href="https://link.chtbl.com/3iN6uLVq" target="_blank" data-ga_nav_type="header_nav" data-ga_nav_tree_text="Podcasts > My First Million" data-navigation-params="blognavcard-podcasts-myfirstmillion"> <div class="blog-nav-card-thumbnail"> <img src="//53.fs1.hubspotusercontent-na1.net/hubfs/53/assets/hubspot.com/web-team/WBZ/HubSpot%20Media/Blog%202021/Images/Nav/Optimized/MFM_Podcast_Art_Small.png" alt="" loading="lazy"> </div> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> My First Million </h4> <p class="blog-nav-card-description -small">Each week, hosts Sam Parr and Shaan Puri explore new business ideas based on trends and opportunities in the market</p> </div> <div class="blog-nav-card-icon"> <svg class="cl-icon" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </div> </a> </li> <li> <a class="blog-nav-card cl-card -green -hoverable -light blog-nav-media-dropdown-card ga_nav_link" href="https://link.chtbl.com/RzH0FxKT" target="_blank" data-ga_nav_type="header_nav" data-ga_nav_tree_text="Podcasts > Goal Digger " data-navigation-params="blognavcard-podcasts-goaldigger"> <div class="blog-nav-card-thumbnail"> <img src="//53.fs1.hubspotusercontent-na1.net/hubfs/53/assets/hubspot.com/web-team/WBZ/HubSpot%20Media/Blog%202021/Images/Nav/Optimized/Goal_Digger_Podcast_Small.png" alt="" loading="lazy"> </div> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> Goal Digger </h4> <p class="blog-nav-card-description -small">Redefining what success means and how you can find more joy, ease, and peace in the pursuit of your goals</p> </div> <div class="blog-nav-card-icon"> <svg class="cl-icon" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </div> </a> </li> <li> <a class="blog-nav-card cl-card -green -hoverable -light blog-nav-media-dropdown-card ga_nav_link" href="https://link.chtbl.com/D_hLI7EZ" target="_blank" data-ga_nav_type="header_nav" data-ga_nav_tree_text="Podcasts > The Hustle Daily Show" data-navigation-params="blognavcard-podcasts-theshustledaily"> <div class="blog-nav-card-thumbnail"> <img src="//53.fs1.hubspotusercontent-na1.net/hubfs/53/assets/hubspot.com/web-team/WBZ/HubSpot%20Media/Blog%202021/Images/Nav/Optimized/DailyShow_Art_Small.png" alt="" loading="lazy"> </div> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> The Hustle Daily Show </h4> <p class="blog-nav-card-description -small">A daily dose of irreverent, offbeat, and informative takes on business and tech news</p> </div> <div class="blog-nav-card-icon"> <svg class="cl-icon" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </div> </a> </li> <li> <a class="blog-nav-card cl-card -green -hoverable -light blog-nav-media-dropdown-card ga_nav_link" href="https://link.chtbl.com/K4VKqLWV" target="_blank" data-ga_nav_type="header_nav" data-ga_nav_tree_text="Podcasts > Another Bite" data-navigation-params="blognavcard-podcasts-onlinemarketingmadeeasy"> <div class="blog-nav-card-thumbnail"> <img src="//53.fs1.hubspotusercontent-na1.net/hubfs/53/assets/hubspot.com/web-team/WBZ/HubSpot%20Media/Blog%202021/Images/Nav/Optimized/Another%20Bite%20cover%20artwork_Small.jpg" alt="" loading="lazy"> </div> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> Another Bite </h4> <p class="blog-nav-card-description -small">Each week, Another Bite breaks down the latest and greatest pitches from Shark Tank</p> </div> <div class="blog-nav-card-icon"> <svg class="cl-icon" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </div> </a> </li> <li> <a class="blog-nav-card cl-card -green -hoverable -light blog-nav-media-dropdown-card ga_nav_link" href="https://link.chtbl.com/5BUTJJYi" target="_blank" data-ga_nav_type="header_nav" data-ga_nav_tree_text="Podcasts > Business Made Simple" data-navigation-params="blognavcard-podcasts-businessmadesimple"> <div class="blog-nav-card-thumbnail"> <img src="//53.fs1.hubspotusercontent-na1.net/hubfs/53/assets/hubspot.com/web-team/WBZ/HubSpot%20Media/Blog%202021/Images/Nav/Optimized/Business_Made_Simple_Art_Small.png" alt="" loading="lazy"> </div> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> Business Made Simple </h4> <p class="blog-nav-card-description -small">Build your business for far and fast success </p> </div> <div class="blog-nav-card-icon"> <svg class="cl-icon" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </div> </a> </li> <li> <a class="blog-nav-card cl-card -green -hoverable -light blog-nav-media-dropdown-card ga_nav_link" href="https://link.chtbl.com/5Mfokbsx" target="_blank" data-ga_nav_type="header_nav" data-ga_nav_tree_text="Podcasts > Marketing Against the Grain" data-navigation-params="blognavcard-podcasts-beingboss"> <div class="blog-nav-card-thumbnail"> <img src="//53.fs1.hubspotusercontent-na1.net/hubfs/53/assets/hubspot.com/web-team/WBZ/HubSpot%20Media/Blog%202021/Images/Nav/Optimized/MAT%20-%20Show%20Tile%20Small.png" alt="" loading="lazy"> </div> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> Marketing Against the Grain </h4> <p class="blog-nav-card-description -small">HubSpot CMO Kipp Bodnar and Zapier CMO Kieran Flanagan share what's happening now in marketing and what's ahead</p> </div> <div class="blog-nav-card-icon"> <svg class="cl-icon" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </div> </a> </li> </ul> </div> <ul class="blog-nav-media-dropdown-text-links-block"> <li> <a class="blog-nav-media-dropdown-text-link" href="https://link.chtbl.com/tbteICG8" target="_blank">Online Marketing Made Easy</a> <a class="blog-nav-card cl-card -green -hoverable -light blog-nav-media-dropdown-card" href="https://link.chtbl.com/tbteICG8" target="_blank"> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> Online Marketing Made Easy </h4> </div> <div class="blog-nav-card-icon"> <svg class="cl-icon" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </div> </a> </li> <li> <a class="blog-nav-media-dropdown-text-link" href="https://link.chtbl.com/kLhOjV53" target="_blank">The Product Boss</a> <a class="blog-nav-card cl-card -green -hoverable -light blog-nav-media-dropdown-card" href="https://link.chtbl.com/kLhOjV53" target="_blank"> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> The Product Boss </h4> </div> <div class="blog-nav-card-icon"> <svg class="cl-icon" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </div> </a> </li> <li> <a class="blog-nav-media-dropdown-text-link" href="https://link.chtbl.com/LJaBwFPi" target="_blank">Nudge</a> <a class="blog-nav-card cl-card -green -hoverable -light blog-nav-media-dropdown-card" href="https://link.chtbl.com/LJaBwFPi" target="_blank"> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> Nudge </h4> </div> <div class="blog-nav-card-icon"> <svg class="cl-icon" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </div> </a> </li> <li> <a class="blog-nav-media-dropdown-text-link" href="https://link.chtbl.com/t2kxrrUM" target="_blank">Side Hustle Pro</a> <a class="blog-nav-card cl-card -green -hoverable -light blog-nav-media-dropdown-card" href="https://link.chtbl.com/t2kxrrUM" target="_blank"> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> Side Hustle Pro </h4> </div> <div class="blog-nav-card-icon"> <svg class="cl-icon" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </div> </a> </li> <li> <a class="blog-nav-media-dropdown-text-link" href="https://link.chtbl.com/RYM8mDQs" target="_blank">Outbound Squad</a> <a class="blog-nav-card cl-card -green -hoverable -light blog-nav-media-dropdown-card" href="https://link.chtbl.com/RYM8mDQs" target="_blank"> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> Outbound Squad </h4> </div> <div class="blog-nav-card-icon"> <svg class="cl-icon" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </div> </a> </li> </ul> </div> <div class="blog-nav-media-dropdown-cta-container"> <a href="https://blog.hubspot.com/podcasts" class="blog-nav-media-dropdown-cta cl-button -primary ga_nav_link " data-ga_nav_type="header_nav" data-ga_nav_tree_text="Podcasts > See all podcasts"> See all podcasts </a> </div> </div> </div> </div> </div> </li> <li class="blog-nav-primary-menu-item"> <button class="blog-nav-menu-trigger blog-nav-media-dropdown-trigger" aria-controls="resources-mega-menu-submenu" aria-expanded="false"> <h6>Resources</h6> <svg class="cl-icon -down-arrow" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </button> <div id="resources-mega-menu-submenu" class="blog-nav-menu -light"> <div class="blog-nav-menu-content"> <div class="blog-nav-media-dropdown"> <div class="blog-nav-media-dropdown-content cl-page-width"> <div class="blog-nav-menu-header blog-nav-media-dropdown-header"> <h3>Resources</h3> <p>Expand your knowledge and take control of your career with our in-depth guides, lessons, and tools.</p> </div> <div class="blog-nav-media-dropdown-container"> <div class="blog-nav-media-dropdown-cards-block"> <ul> <li> <a class="blog-nav-card cl-card -green -hoverable -light blog-nav-media-dropdown-card ga_nav_link" href="https://academy.hubspot.com" target="_blank" data-ga_nav_type="header_nav" data-ga_nav_tree_text="Resources > Academy" data-navigation-params="blognavcard-resources-freecoursesandcertifications"> <div class="blog-nav-card-thumbnail"> <img src="//53.fs1.hubspotusercontent-na1.net/hubfs/53/assets/hubspot.com/web-team/WBZ/HubSpot%20Media/Blog%202021/Images/Nav/Optimized/resources_academy_small.png" alt="" loading="lazy"> </div> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> Academy </h4> <p class="blog-nav-card-description -small">Learn and get certified in the latest business trends from leading experts</p> </div> <div class="blog-nav-card-icon"> <svg class="cl-icon" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </div> </a> </li> <li> <a class="blog-nav-card cl-card -green -hoverable -light blog-nav-media-dropdown-card ga_nav_link" href="https://www.hubspot.com/resources/template" target="_blank" data-ga_nav_type="header_nav" data-ga_nav_tree_text="Resources > Templates"> <div class="blog-nav-card-thumbnail"> <img src="//53.fs1.hubspotusercontent-na1.net/hubfs/53/assets/hubspot.com/web-team/WBZ/HubSpot%20Media/Blog%202021/Images/Nav/Optimized/resources_templates_small.png" alt="" loading="lazy"> </div> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> Templates </h4> <p class="blog-nav-card-description -small">Interactive documents and spreadsheets to customize for your business's needs</p> </div> <div class="blog-nav-card-icon"> <svg class="cl-icon" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </div> </a> </li> <li> <a class="blog-nav-card cl-card -green -hoverable -light blog-nav-media-dropdown-card ga_nav_link" href="https://www.hubspot.com/resources/ebook" target="_blank" data-ga_nav_type="header_nav" data-ga_nav_tree_text="Resources > Ebooks"> <div class="blog-nav-card-thumbnail"> <img src="//53.fs1.hubspotusercontent-na1.net/hubfs/53/assets/hubspot.com/web-team/WBZ/HubSpot%20Media/Blog%202021/Images/Nav/Optimized/resources_ebooks_small.png" alt="" loading="lazy"> </div> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> Ebooks </h4> <p class="blog-nav-card-description -small">In-depth guides on dozens of topics pertaining to the marketing, sales, and customer service industries</p> </div> <div class="blog-nav-card-icon"> <svg class="cl-icon" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </div> </a> </li> <li> <a class="blog-nav-card cl-card -green -hoverable -light blog-nav-media-dropdown-card ga_nav_link" href="https://www.hubspot.com/resources/kit" target="_blank" data-ga_nav_type="header_nav" data-ga_nav_tree_text="Resources > Kits"> <div class="blog-nav-card-thumbnail"> <img src="//53.fs1.hubspotusercontent-na1.net/hubfs/53/assets/hubspot.com/web-team/WBZ/HubSpot%20Media/Blog%202021/Images/Nav/Optimized/resources_kits_small.png" alt="" loading="lazy"> </div> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> Kits </h4> <p class="blog-nav-card-description -small">Multi-use content bundled into one download to inform and empower you and your team</p> </div> <div class="blog-nav-card-icon"> <svg class="cl-icon" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </div> </a> </li> <li> <a class="blog-nav-card cl-card -green -hoverable -light blog-nav-media-dropdown-card ga_nav_link" href="https://www.hubspot.com/free-business-tools" target="_blank" data-ga_nav_type="header_nav" data-ga_nav_tree_text="Resources > Tools"> <div class="blog-nav-card-thumbnail"> <img src="//53.fs1.hubspotusercontent-na1.net/hubfs/53/assets/hubspot.com/web-team/WBZ/HubSpot%20Media/Blog%202021/Images/Nav/Optimized/resources_tools_small.png" alt="" loading="lazy"> </div> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> Tools </h4> <p class="blog-nav-card-description -small">Customized assets for better branding, strategy, and insights</p> </div> <div class="blog-nav-card-icon"> <svg class="cl-icon" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </div> </a> </li> </ul> </div> <ul class="blog-nav-media-dropdown-text-links-block"> </ul> </div> <div class="blog-nav-media-dropdown-cta-container"> </div> </div> </div> </div> </div> </li> <li class="blog-nav-primary-menu-item -site-search"> <button class="blog-nav-site-search-trigger" aria-expanded="false" data-cl-modal="blog-search-modal"> <span class="visually-hidden">Search...</span> <svg class="cl-icon -search" aria-hidden="true"> <use href="#cl-icon-search"></use> </svg> </button> </li> <li class="blog-nav-primary-menu-item -hubspot-products"> <button class="blog-nav-menu-trigger blog-nav-media-dropdown-trigger" aria-controls="hubspot-products-mega-menu-submenu" aria-expanded="false"> <h6>HubSpot Products</h6> <svg class="cl-icon -down-arrow" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </button> <div id="hubspot-products-mega-menu-submenu" class="blog-nav-menu -light"> <div class="blog-nav-menu-content"> <div class="blog-nav-hubspot-products-dropdown cl-page-width"> <div class="blog-nav-menu-header blog-nav-hubspot-products-dropdown-header"> <h3>The HubSpot Customer Platform</h3> <p>All of HubSpot's marketing, sales, customer service, CMS, operations, and commerce software on one platform. <a class="hsg-nav__subheader-highlight" href="https://www.hubspot.com/pricing/marketing/enterprise?products=marketing-hub-professional_1&term=annual" target="_blank" rel="noopener noreferrer">See pricing</a></p> </div> <div class="blog-nav-hubspot-products-dropdown-links"> <ul class="blog-nav-menu-list blog-nav-hubspot-product-cards-list"> <li class="blog-nav-hubspot-product-cards-list-item"> <a class="blog-nav-card cl-card -green -hoverable -light blog-nav-hs-info-card ga_nav_link" href="//www.hubspot.com/products/get-started" target="_blank" data-ga_nav_type="header_nav" data-ga_nav_tree_text="HubSpot Products > Overview of all products"> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> Overview of all products </h4> </div> <div class="blog-nav-card-icon"> <svg class="cl-icon" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </div> </a> </li> <li class="blog-nav-hubspot-product-cards-list-item"> <a class="blog-nav-card cl-card -green -hoverable -light blog-nav-hs-info-card ga_nav_link" href="//www.hubspot.com/products/marketing" target="_blank" data-ga_nav_type="header_nav" data-ga_nav_tree_text="HubSpot Products > Marketing Hub"> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> Marketing Hub </h4> </div> <div class="blog-nav-card-icon"> <svg class="cl-icon" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </div> </a> </li> <li class="blog-nav-hubspot-product-cards-list-item"> <a class="blog-nav-card cl-card -green -hoverable -light blog-nav-hs-product-card ga_nav_link" href="//www.hubspot.com/products/sales" target="_blank" data-ga_nav_type="header_nav" data-ga_nav_tree_text="HubSpot Products > Sales Hub"> <div class="blog-nav-card-svg" aria-hidden="true"> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" width="24px" height="24px" viewbox="0 0 24 24" version="1.1"> <defs> <lineargradient id="sales-linear0" gradientunits="userSpaceOnUse" x1="344.47" y1="825.51" x2="1334.74" y2="1555.96" gradienttransform="matrix(0.0125,0,0,0.0125,0,0)"> <stop offset="0.18" style="stop-color:rgb(100%,50.980392%,30.588235%);stop-opacity:1;" /> <stop offset="0.82" style="stop-color:rgb(100%,36.078431%,20.784314%);stop-opacity:1;" /> </lineargradient> <lineargradient id="sales-linear1" gradientunits="userSpaceOnUse" x1="104.27" y1="817.7" x2="1860.91" y2="817.7" gradienttransform="matrix(0.0125,0,0,0.0125,0,0)"> <stop offset="0.27" style="stop-color:rgb(100%,50.980392%,30.588235%);stop-opacity:1;" /> <stop offset="0.74" style="stop-color:rgb(100%,65.490196%,40%);stop-opacity:1;" /> </lineargradient> </defs> <g id="sales-surface1"> <path style=" stroke:none;fill-rule:nonzero;fill:rgb(100%,36.078431%,20.784314%);fill-opacity:1;" d="M 19.75 18.609375 L 14.871094 3.59375 C 14.5 2.363281 13.355469 1.464844 12 1.464844 C 10.644531 1.464844 9.5 2.363281 9.128906 3.59375 L 4.25 18.609375 C 3.847656 19.84375 4.289062 21.199219 5.339844 21.960938 C 6.390625 22.726562 7.816406 22.726562 8.867188 21.960938 L 12 19.6875 L 15.132812 21.960938 L 15.136719 21.964844 C 16.1875 22.726562 17.609375 22.726562 18.660156 21.960938 C 19.710938 21.199219 20.152344 19.84375 19.75 18.609375 Z M 19.75 18.609375 " /> <path style=" stroke:none;fill-rule:nonzero;fill:url(#sales-linear0);" d="M 16.898438 22.535156 C 16.261719 22.535156 15.644531 22.335938 15.132812 21.960938 L 2.3125 12.648438 C 0.972656 11.675781 0.675781 9.796875 1.648438 8.457031 C 2.625 7.117188 4.5 6.820312 5.839844 7.792969 L 18.660156 17.109375 C 19.710938 17.871094 20.152344 19.226562 19.75 20.460938 C 19.347656 21.699219 18.195312 22.535156 16.898438 22.535156 Z M 16.898438 22.535156 " /> <path style=" stroke:none;fill-rule:nonzero;fill:url(#sales-linear1);" d="M 20.5 13.222656 L 4.078125 13.222656 C 2.421875 13.222656 1.078125 11.878906 1.078125 10.222656 C 1.078125 8.5625 2.421875 7.222656 4.078125 7.222656 L 20.5 7.222656 C 22.15625 7.222656 23.5 8.5625 23.5 10.222656 C 23.5 11.878906 22.15625 13.222656 20.5 13.222656 Z M 20.5 13.222656 " /> <path style=" stroke:none;fill-rule:nonzero;fill:rgb(100%,36.078431%,20.784314%);fill-opacity:1;" d="M 23.5 10.222656 C 23.5 11.878906 22.15625 13.222656 20.5 13.222656 C 18.84375 13.222656 17.5 11.878906 17.5 10.222656 C 17.5 8.5625 18.84375 7.222656 20.5 7.222656 C 22.15625 7.222656 23.5 8.5625 23.5 10.222656 Z M 23.5 10.222656 " /> </g> </svg> </div> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> Sales Hub </h4> <p class="blog-nav-card-description -small">Sales CRM software. <span class="hsg-nav__subheader-highlight">Free and premium plans</span></p> </div> <div class="blog-nav-card-icon"> <svg class="cl-icon" aria-hidden="true"> <use href="#cl-icon-down" /> </svg> </div> </a> </li> <li class="blog-nav-hubspot-product-cards-list-item"> <a class="blog-nav-card cl-card -green -hoverable -light blog-nav-hs-product-card ga_nav_link" href="//www.hubspot.com/products/service" target="_blank" data-ga_nav_type="header_nav" data-ga_nav_tree_text="HubSpot Products > Service Hub"> <div class="blog-nav-card-svg" aria-hidden="true"> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" width="24px" height="24px" viewbox="0 0 24 24" version="1.1"> <defs> <lineargradient id="service-linear0" gradientunits="userSpaceOnUse" x1="684.58" y1="1448.12" x2="1469" y2="663.7" gradienttransform="matrix(0.0125,0,0,0.0125,0,0)"> <stop offset="0.18" style="stop-color:rgb(100%,36.078431%,20.784314%);stop-opacity:1;" /> <stop offset="0.28" style="stop-color:rgb(100%,39.607843%,23.137255%);stop-opacity:1;" /> <stop offset="0.44" style="stop-color:rgb(100%,49.019608%,29.411765%);stop-opacity:1;" /> <stop offset="0.64" style="stop-color:rgb(100%,64.705882%,39.215686%);stop-opacity:1;" /> <stop offset="0.65" style="stop-color:rgb(100%,65.490196%,40%);stop-opacity:1;" /> </lineargradient> </defs> <g id="service-surface1"> <path style=" stroke:none;fill-rule:nonzero;fill:rgb(100%,36.078431%,20.784314%);fill-opacity:1;" d="M 2.25 11.75 C 1.023438 10.527344 0.546875 8.746094 0.992188 7.074219 C 1.4375 5.402344 2.746094 4.097656 4.414062 3.652344 C 6.085938 3.203125 7.871094 3.683594 9.089844 4.910156 L 18.839844 14.660156 L 13.71875 19.78125 C 12.769531 20.730469 11.230469 20.730469 10.28125 19.78125 Z M 2.25 11.75 " /> <path style=" stroke:none;fill-rule:nonzero;fill:url(#service-linear0);" d="M 5.160156 14.660156 L 14.910156 4.910156 C 16.128906 3.683594 17.914062 3.203125 19.585938 3.652344 C 21.253906 4.097656 22.5625 5.402344 23.007812 7.074219 C 23.453125 8.746094 22.976562 10.527344 21.75 11.75 L 13.71875 19.78125 C 12.769531 20.730469 11.230469 20.730469 10.28125 19.78125 Z M 5.160156 14.660156 " /> <path style=" stroke:none;fill-rule:nonzero;fill:rgb(100%,36.078431%,20.784314%);fill-opacity:1;" d="M 23.167969 8.328125 C 23.167969 11 21 13.167969 18.328125 13.167969 C 15.65625 13.167969 13.492188 11 13.492188 8.328125 C 13.492188 5.65625 15.65625 3.492188 18.328125 3.492188 C 21 3.492188 23.167969 5.65625 23.167969 8.328125 Z M 23.167969 8.328125 " /> </g> </svg> </div> <div class="blog-nav-card-body"> <h4 class="blog-nav-card-title"> Service Hub </h4> <p class="blog-nav-card-description -small">Customer 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<span class="cl-breadcrumbs-link-text"><span id="hs_cos_wrapper_name" class="hs_cos_wrapper hs_cos_wrapper_meta_field hs_cos_wrapper_type_text" style="" data-hs-cos-general-type="meta_field" data-hs-cos-type="text">20 Quick & Easy Canned Responses to Improve Your Customer Interactions</span></span> </li> </ul> </div> </div> </section></div> <div id="blog-page-read-time" class="blog-post"> <div id="hs_cos_wrapper_pillar_blog_post_header" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <section class="pillar-post-header"> <div class="pillar-post-header-content cl-page-width"> <div class="pillar-post-header-col-1"> <h1 class="pillar-post-header-title"><span id="hs_cos_wrapper_name" class="hs_cos_wrapper hs_cos_wrapper_meta_field hs_cos_wrapper_type_text" style="" data-hs-cos-general-type="meta_field" data-hs-cos-type="text">20 Quick & Easy Canned Responses to Improve Your Customer Interactions</span></h1> <div class="pillar-post-header-info"> <span>Written by:</span> <a class="pillar-post-header-author -primary-author cl-textLink" href="https://blog.hubspot.com/service/author/ryan-farley" target="_blank">Ryan Farley</a> </div> <div class="pillar-post-header-cta"> <img class="pillar-post-header-cta-image" src="https://www.hubspot.com/hs-fs/hubfs/Image%20Hackathon%20%E2%80%93%20Vertical%20(5).png?width=112&height=112&name=Image%20Hackathon%20%E2%80%93%20Vertical%20(5).png" alt="Open book displaying the cover of " 45 Customer Service Scripting Templates," featuring an image of two individuals in a call center setting, with computer screens the background."> <div class="pillar-post-header-cta-text"> <h2 class="pillar-post-header-cta-heading">45 CUSTOMER SERVICE SCRIPTING TEMPLATES</h2> <p class="pillar-post-header-cta-subtitle">Map out your customer support response strategy with these free templates. </p> <a class="pillar-post-header-cta-anchor -cta-button cl-button -primary -small" href="https://offers.hubspot.com/customer-service-scripting-templates" data-blog-cta-tracking="pillar" target="_blank">Download for Free </a> </div> </div> </div> <div class="pillar-post-header-col-2"> <div class="pillar-post-header-featured-image"> <img class="pillar-post-header-image" src="https://53.fs1.hubspotusercontent-na1.net/hub/53/hubfs/canned-responses-3.jpg?width=595&height=400&name=canned-responses-3.jpg" alt="" width="595" height="400" srcset="https://53.fs1.hubspotusercontent-na1.net/hub/53/hubfs/canned-responses-3.jpg?width=298&height=200&name=canned-responses-3.jpg 298w, https://53.fs1.hubspotusercontent-na1.net/hub/53/hubfs/canned-responses-3.jpg?width=595&height=400&name=canned-responses-3.jpg 595w, https://53.fs1.hubspotusercontent-na1.net/hub/53/hubfs/canned-responses-3.jpg?width=893&height=600&name=canned-responses-3.jpg 893w, https://53.fs1.hubspotusercontent-na1.net/hub/53/hubfs/canned-responses-3.jpg?width=1190&height=800&name=canned-responses-3.jpg 1190w, https://53.fs1.hubspotusercontent-na1.net/hub/53/hubfs/canned-responses-3.jpg?width=1488&height=1000&name=canned-responses-3.jpg 1488w, https://53.fs1.hubspotusercontent-na1.net/hub/53/hubfs/canned-responses-3.jpg?width=1785&height=1200&name=canned-responses-3.jpg 1785w" sizes="(max-width: 595px) 100vw, 595px"> </div> <div class="pillar-post-header-dates"> <p class="pillar-post-header-dates-updated">Updated: <time datetime="2022-02-08"> 08/02/22 </time> </p> <p class="pillar-post-header-dates-created ">Published: <time datetime="2018-17-01"> 01/17/18 </time></p> </div> </div> </div> </section></div> <div class="blog-post-audio-wrapper cl-page-width"> <div id="hs_cos_wrapper_blog_post_audio" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><link rel="stylesheet" href="https://48752163.fs1.hubspotusercontent-na1.net/hubfs/48752163/raw_assets/media-default-modules/master/484/js_client_assets/assets/TrackPlayAnalytics-Cm48oVxd.css"> <link rel="stylesheet" href="https://48752163.fs1.hubspotusercontent-na1.net/hubfs/48752163/raw_assets/media-default-modules/master/484/js_client_assets/assets/Tooltip-DkS5dgLo.css"> <script type="text/javascript" nonce="qI8k0v1CL83XENZITmpKBQ=="> window.__hsEnvConfig = {"portalID":53,"hublet":"na1","hsEnv":"prod","hsDeployed":true,"hsJSRGates":["CMS:JSRenderer:SeparateIslandRenderOption","CMS:JSRenderer:GraphQLQueryBuild","CMS:JSRenderer:MinifyCSS","CMS:JSRenderer:GetServerSideProps","Jsr:DeployLambdasViaCommonAwsAccount","CMS:JSRenderer:LocalProxySchemaVersion1","CMS:JSRenderer:SharedDeps"]}; window.__hsServerPageUrl = "https:\u002F\u002Fblog.hubspot.com\u002Fservice\u002Fcanned-responses"; window.__hsBasePath = "\u002Fservice\u002Fcanned-responses"; </script> </div> </div> <div class="hsg-rich-text blog-post-body"> <div class="hsg-rich-text__wrapper"> <span id="hs_cos_wrapper_post_body" class="hs_cos_wrapper hs_cos_wrapper_meta_field hs_cos_wrapper_type_rich_text" style="" data-hs-cos-general-type="meta_field" data-hs-cos-type="rich_text"><p>Canned responses are pre-written messages that allow customer support agents to respond to customer issues at the <a href="https://dictionary.cambridge.org/us/dictionary/english/at-the-drop-of-a-hat" rel="noopener" target="_blank">drop of a hat</a>.</p> <p></p> <p>Developed with the most common customer inquiries in mind, these responses give customer service reps the power to represent your brand with uniformity, accuracy, and speed.</p> <p>And we all know these are arguably the most important pillars of <a href="/service/good-customer-service" rel="noopener" target="_blank">great customer service</a>.</p> <span class="hs-cta-wrapper" id="hs-cta-wrapper-e6a3b231-139f-4eb9-9be7-e3500d153cd0"><span class="hs-cta-node hs-cta-e6a3b231-139f-4eb9-9be7-e3500d153cd0" id="hs-cta-e6a3b231-139f-4eb9-9be7-e3500d153cd0"><a href="https://cta-redirect.hubspot.com/cta/redirect/53/e6a3b231-139f-4eb9-9be7-e3500d153cd0" target="_blank" rel="noopener"><img class="hs-cta-img" id="hs-cta-img-e6a3b231-139f-4eb9-9be7-e3500d153cd0" style="border-width:0px;margin: 0 auto; display: block; margin-top: 20px; margin-bottom: 20px" height="59" width="537" src="https://no-cache.hubspot.com/cta/default/53/e6a3b231-139f-4eb9-9be7-e3500d153cd0.png" alt="→ Download Now: 45 Customer Service Scripting Templates" align="middle"></a></span><script charset="utf-8" src="/hs/cta/cta/current.js" nonce="qI8k0v1CL83XENZITmpKBQ=="></script><script type="text/javascript" nonce="qI8k0v1CL83XENZITmpKBQ=="> hbspt.cta._relativeUrls=true;hbspt.cta.load(53, 'e6a3b231-139f-4eb9-9be7-e3500d153cd0', {"useNewLoader":"true","region":"na1"}); </script></span> <div> <p>Ahead, we’re talking all about canned responses. Here’s what we’ll cover:</p> <ul> <li aria-level="1"><a href="#A1" rel="noopener">Canned Responses</a></li> <li aria-level="1"><a href="#A2" rel="noopener">Why Canned Responses Are Useful</a></li> <li aria-level="1"><a href="#A3" rel="noopener">How to Create Good Canned Responses</a></li> <li aria-level="1"><a href="#A4" rel="noopener">Top 20 Best Canned Responses for Customer Service</a></li> <li aria-level="1"><a href="#A5" rel="noopener">Canned Responses Customized for Your Business</a></li> </ul> </div><a id="A1" data-hs-anchor="true"></a><div><div class="hsg-featured-snippet"> <div class="hsg-featured-snippet__wrapper"> <h2>Canned Responses</h2> <div class="hsg-featured-snippet__wrapper--content" data-type="paragraph"> <p>What are canned responses? These predetermined messages allow customer service reps to respond to customer inquiries quickly and consistently. Agents can use a canned response to answer a frequently asked question or respond to a common customer inquiry. Businesses can also use canned responses to facilitate automated communication with customers if an agent is currently unavailable.</p> </div> </div> </div> </div><a id="A2" data-hs-anchor="true"></a><div> <div id="hs_cos_wrapper_widget_38151127-c478-4d69-8d15-95973cb99c34" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <section class="blog-fwcta" data-state="offer"> <div class="blog-fwcta-offer"> <div class="blog-fwcta-offer-content"> <div class="blog-fwcta-offer-img"> <img src="https://offers.hubspot.com/hubfs/Image%20Hackathon%20%E2%80%93%20Vertical%20(5).png" loading="lazy" alt=""> </div> <div class="blog-fwcta-offer-text"> <h3 class="blog-fwcta-offer-title">45 Customer Service Scripting Templates</h3> <p class="blog-fwcta-offer-subtitle">45 templates to help you determine your customer service responses.</p> <ul class="blog-fwcta-offer-value-prop-list"> <li class="blog-fwcta-offer-value-prop"> <svg class="blog-fwcta-offer-value-prop-icon cl-icon" role="presentation"> <use href="#cl-icon-check-circle"></use> </svg> Live Chat Support Script Templates </li> <li class="blog-fwcta-offer-value-prop"> <svg class="blog-fwcta-offer-value-prop-icon cl-icon" role="presentation"> <use href="#cl-icon-check-circle"></use> </svg> Phone Support Script Templates </li> <li class="blog-fwcta-offer-value-prop"> <svg class="blog-fwcta-offer-value-prop-icon cl-icon" role="presentation"> <use href="#cl-icon-check-circle"></use> </svg> Social Media Support Script Templates </li> <li class="blog-fwcta-offer-value-prop"> <svg class="blog-fwcta-offer-value-prop-icon cl-icon" role="presentation"> <use href="#cl-icon-check-circle"></use> </svg> Email Support Script Templates </li> </ul> <div class="blog-fwcta-offer-cta-container"><button class="blog-fwcta-form-initiation-button blog-fwcta-offer-cta">Get Your Free Templates</button> <a class="blog-fwcta-offer-cta -learn-more-text" href="https://offers.hubspot.com/customer-service-scripting-templates" target="_blank" data-blog-cta-tracking="fwcta"> Learn more <svg class="blog-fwcta-offer-external-link cl-icon cl-textLink-icon -large" aria-label="Link opens in a new window"> <use href="#cl-icon-external-link" /> </svg> <span class="visually-hidden"></span> </a> <a class="blog-fwcta-offer-cta -form-text" href="https://offers.hubspot.com/customer-service-scripting-templates" target="_blank" data-blog-cta-tracking="fwcta"> Get Your Free Templates <span class="visually-hidden"></span> </a> </div> </div> </div> </div> <div class="blog-fwcta-form"> <div class="blog-fwcta-form-content"> <style>@keyframes msf-progress { 0% { transform: scaleX(0); 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animation-delay: var(--delay); } .msf-indicator.complete, .msf-indicator.active { background-color: var(--rff-indicator-complete-background-color); color: var(--rff-indicator-complete-text-color); border-color: var(--rff-indicator-complete-border-color); } .msf-indicator.complete .cl-icon { height: 1rem; width: 1rem; position: absolute; fill: currentColor; display: flex; } .msf-indicator.complete > span { opacity: 0; /* effectively visually-hidden */ } .msf { --current-step: 1; position: relative; margin: 0 auto; max-width: 1080px; overflow: hidden; padding: 0.5rem; } .msf-list { display: flex; flex-direction: row; flex-wrap: nowrap; width: 100%; list-style: none; transform: translateX(calc(-100% * (var(--current-step) - 1))); transition: transform 0.35s ease-in-out; } .msf-step { width: 100%; min-width: 100%; display: flex; flex-direction: column; align-items: center; visibility: hidden; } .msf-step[data-active='true'] { visibility: visible; } .msf-step-fields { display: flex; flex-direction: column; 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} /* Loading states for CTAs */ .msf .cl-button { min-height: 41px; } .msf .cl-loading { position: absolute; display: none; top: 50%; left: 50%; transform: translate(-50%, -50%); } :is(.msf-submit, .msf-next).-loading > span{ visibility: hidden; } :is(.msf-submit, .msf-next).-loading > .cl-loading { display: block; } </style> <script id="rff-user-data" type="application/json" nonce="qI8k0v1CL83XENZITmpKBQ=="> { "partners": "", "customHiddenFields": [], "language": "en", "pageId": "5523409055" } </script> <div class="msf-container -light"> <div class="msf-header"> <div class="msf-progress-header"> <div class="msf-progress-bar" aria-hidden="true"></div> <ul class="msf-indicators" aria-label="Steps"></ul> </div><h2>Download Free</h2><p class="msf-description">All fields are required.</p></div> <form class="msf" data-theme="light" data-form-id="45afae4b-f2a7-4d63-b4bf-d8a4418bbcc1" data-response-type="inline" data-redirect-url="https://offers.hubspot.com/thank-you/customer-service-scripting-templates" data-followup-email-id="" data-display-option="inline" data-smart-content-query-param-key="" data-smart-content-query-param-values="" data-show-all-fields="false" data-should-send-redirect-event="false" data-step="1"> </form> </div> </div> </div> <div class="blog-fwcta-thank-you"> <div class="blog-fwcta-thank-you-content"> <div class="blog-fwcta-thank-you-img"> <img src="https://offers.hubspot.com/hubfs/Image%20Hackathon%20%E2%80%93%20Vertical%20(5).png" loading="lazy" alt=""> </div> <div class="blog-fwcta-offer-text"> <h3 class="blog-fwcta-thank-you-text">You're all set!</h3> <p class="blog-fwcta-thank-you-subtitle">Click this link to access this resource at any time.</p> <div class="blog-fwcta-thank-you-cta-container"> <a class="blog-fwcta-thank-you-cta" href="https://offers.hubspot.com/thank-you/customer-service-scripting-templates" target="_blank" rel="noopener noreferrer" data-blog-cta-tracking="fwcta">Download Now</a> </div> </div> </div> </div> </section> </div> <h2>Why Canned Responses Are Useful</h2> <p style="text-align: left;">As detailed by the definition in the image below, canned responses can help you improve two important customer service attributes: speed and consistency.</p> <p style="text-align: left;"><strong><img src="https://www.hubspot.com/hs-fs/hubfs/canned-responses_2.webp?width=560&height=339&name=canned-responses_2.webp" alt="what are canned responses" width="560" height="339" loading="lazy" style="width: 560px; margin-left: auto; margin-right: auto; display: block; height: auto; max-width: 100%;" class="sweezy-custom-cursor-hover" srcset="https://www.hubspot.com/hs-fs/hubfs/canned-responses_2.webp?width=280&height=170&name=canned-responses_2.webp 280w, https://www.hubspot.com/hs-fs/hubfs/canned-responses_2.webp?width=560&height=339&name=canned-responses_2.webp 560w, https://www.hubspot.com/hs-fs/hubfs/canned-responses_2.webp?width=840&height=509&name=canned-responses_2.webp 840w, https://www.hubspot.com/hs-fs/hubfs/canned-responses_2.webp?width=1120&height=678&name=canned-responses_2.webp 1120w, https://www.hubspot.com/hs-fs/hubfs/canned-responses_2.webp?width=1400&height=848&name=canned-responses_2.webp 1400w, https://www.hubspot.com/hs-fs/hubfs/canned-responses_2.webp?width=1680&height=1017&name=canned-responses_2.webp 1680w" sizes="(max-width: 560px) 100vw, 560px"></strong></p> <p style="text-align: left;">They can also help guarantee your customer service reps are talking about your products and services accurately.</p> <p>For example, let’s say a customer is asking about the status of their order. Your reps can easily pull language from a bank of canned responses based on where their product is in the queue.</p> <p>If it’s still in the order processing phase, the canned response could look something like this:</p> <p>“Your order is still being processed. You’ll receive an email confirmation once your item has been packaged and shipped.”</p> <p>Every rep can either copy and paste this message or read this language verbatim for all related inquiries. And if you have the capacity, you could go a step further by <a href="/marketing/workflow-automation" rel="noopener" target="_blank">automating</a> your canned responses as part of your regular <a href="/marketing/email-marketing-automation-examples" rel="noopener" target="_blank">email communications</a> or within a <a href="/service/customer-service-chatbots" rel="noopener" target="_blank">chatbot</a>.</p> <p>We’ll get into more canned response examples in a bit. But first, let’s review some best practices for how to create a good one.</p><a id="A3" data-hs-anchor="true"></a><h2>How to Create Good Canned Responses</h2> <p>A good canned response should be simple, personable, and easy to customize. In fact, the perfect canned response shouldn't sound canned at all.</p> <p>Here are a few helpful guidelines for crafting high-quality canned responses:</p> <h3>Use common customer inquiries and FAQs as a starting point.</h3> <p>The best canned responses are the messages that can be applied to a large number of customers — not just one person here and there. That’s how you help your reps save the most time per customer interaction.</p> <p>You can start by asking yourself the following questions:</p> <ul> <li aria-level="1">What are customers most commonly asking for?</li> <li aria-level="1">What types of inquiries does our customer service team receive the most?</li> <li aria-level="1">Which knowledge base articles or FAQs have the highest number of visits?</li> </ul> <p>You can use this information as the basis for your canned response portfolio. And you can continue updating that portfolio as products change and <a href="/service/customer-needs" rel="noopener" target="_blank">customer needs</a> evolve.</p> <p><strong>Pro tip:</strong> If you’re not sure exactly what your customers need, ask them. There are a variety of <a href="/service/survey-templates" rel="noopener" target="_blank">customer service surveys</a> out there that can help you get the answers you need.</p> <h3>Personalize your communications and avoid bland jargon.</h3> <p>There's nothing more disingenuous than a line like, "We are working diligently to resolve the issue you experienced."</p> <p>While this may technically be true, it’s a pretty dry way to address a customer. It’s better to personalize your canned responses so they feel more relevant and specific.</p> <p>For the example above, try something like this instead:</p> <p>“Hi [Customer Name]. We’re sorry, you’re having trouble with your account setup. We’re working hard to fix the issue and hope to resolve it within the next 24-48 hours.”</p> <p>This version feels more human and sets expectations for when the customer should expect either a solution or further response. And if you’re not sure how long a customer issue might take to resolve, do your best to give an estimate.</p> <p><strong>Pro tip: </strong>Write canned responses the way you’d normally speak to a friend or colleague. That way, you don’t lose the authenticity in your voice.</p> <h3>Admit your shortfalls and empathize.</h3> <p>Let’s face it — customers are often reaching out to your support team with a question or complaint. So it’s important to make sure the language you use in your canned responses reflect understanding and empathy toward the customer’s situation.</p> <p>Mistakes happen. When things don’t go as planned, messaging like “We’re sorry you had a bad experience. That’s on us. How can we make it right?” can go a long way toward <a href="/service/what-is-customer-satisfaction" rel="noopener" target="_blank">customer satisfaction</a>.</p> <p><strong>Pro tip:</strong> Put yourself in your customers’ shoes when developing your canned responses. Think about what you’d want to hear and how you’d want to receive the information. And always be mindful of the tone.</p> <h3>Don't use a canned response when a personal response is needed.</h3> <p>There's a time and place for canned responses. And sometimes, the conversation calls for a more personalized response — especially in unique situations.</p> <p>Customer service reps should be well-prepared to go ‘off script’ if a customer interaction doesn’t fit neatly into the canned response framework. In other words, give support reps the flexibility to facilitate communications in their own way based on the nature of the interaction.</p> <p><strong>Pro tip:</strong> Give your support reps the tools to create <a href="/service/what-is-customer-experience" rel="noopener" target="_blank">seamless customer experiences</a>. <a href="/service/customer-service-support-training" rel="noopener" target="_blank">Customer service and support training</a> can help reps feel empowered to communicate with customers effectively and resolve conflicts that may arise.</p> <p>For more do’s and don'ts related to canned responses and messaging, check out the below video from <a href="https://gettalkative.com/" rel="noopener" target="_blank">Talkative</a>.</p> <div class="hs-responsive-embed-wrapper hs-responsive-embed" style="width: 100%; height: auto; position: relative; overflow: hidden; padding: 0; max-width: 560px; max-height: 315px; min-width: 256px; margin: 0px auto; display: block;"> <div class="hs-responsive-embed-inner-wrapper" style="position: relative; overflow: hidden; max-width: 100%; padding-bottom: 56.25%; margin: 0;"><iframe class="hs-responsive-embed-iframe" style="position: absolute; top: 0; left: 0; width: 100%; height: 100%; border: none;" title="YouTube video player" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" xml="lang" src="https://www.youtube.com/embed/sLWGg40iaUk" width="560" height="315" frameborder="0" allowfullscreen data-service="youtube"></iframe></div> </div> <p>OK, let's move on to the top 20 best canned response examples.</p><a id="A4" data-hs-anchor="true"></a></div> <div><div class="hsg-featured-snippet"> <div class="hsg-featured-snippet__wrapper"> <h2>Top 20 Best Canned Responses for Customer Service</h2> <div class="hsg-featured-snippet__wrapper--content" data-type="ordered_list"> <ol> <li>Hello, how may I assist you today?</li> <li>Thank you for your purchase.</li> <li>We've received your message and we're working on it.</li> <li>Thanks for the product/feature recommendation.</li> <li>We're still working on your case.</li> <li>We're closing your ticket.</li> <li>About your request for a refund.</li> <li>Were you happy with the resolution?</li> <li>Were you satisfied with our customer support?</li> <li>An update on your request for access.</li> <li>We need more information to complete your order.</li> <li>Here's how to do it yourself.</li> <li>Your support request has been escalated.</li> <li>We acknowledge this mistake.</li> <li>We're closing this ticket now.</li> <li>Following up on your request to speak to an agent.</li> <li>Here’s what we can do for you.</li> <li>Thanks for requesting an appointment or product demo.</li> <li>Our customer service agents are currently offline.</li> <li>We’re sorry to see you go.</li> </ol> </div> </div> </div> </div> <p>We’ve compiled 20 of the best canned response examples out there — and a few of them are highlighted in the image below.</p> <img src="https://www.hubspot.com/hs-fs/hubfs/canned-responses_0.webp?width=560&height=338&name=canned-responses_0.webp" alt="canned response examples" width="560" height="338" loading="lazy" style="width: 560px; margin-left: auto; margin-right: auto; display: block; height: auto; max-width: 100%;" srcset="https://www.hubspot.com/hs-fs/hubfs/canned-responses_0.webp?width=280&height=169&name=canned-responses_0.webp 280w, https://www.hubspot.com/hs-fs/hubfs/canned-responses_0.webp?width=560&height=338&name=canned-responses_0.webp 560w, https://www.hubspot.com/hs-fs/hubfs/canned-responses_0.webp?width=840&height=507&name=canned-responses_0.webp 840w, https://www.hubspot.com/hs-fs/hubfs/canned-responses_0.webp?width=1120&height=676&name=canned-responses_0.webp 1120w, https://www.hubspot.com/hs-fs/hubfs/canned-responses_0.webp?width=1400&height=845&name=canned-responses_0.webp 1400w, https://www.hubspot.com/hs-fs/hubfs/canned-responses_0.webp?width=1680&height=1014&name=canned-responses_0.webp 1680w" sizes="(max-width: 560px) 100vw, 560px"> <p>Let’s review each in more detail below.</p> <h3>1. Hello, how may I assist you today?</h3> <p>One of the most standard canned responses is the customer greeting. This is a great opportunity to showcase some brand personality and make a good first impression on your customers.</p> <p>Keep your greeting short and simple, and most importantly, human.</p> <div id="hs_cos_wrapper_widget_650a57c4-6aba-47f1-b630-3328f9684a6b" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <section class="blog-fwcta" data-state="offer"> <div class="blog-fwcta-offer"> <div class="blog-fwcta-offer-content"> <div class="blog-fwcta-offer-img"> <img src="https://offers.hubspot.com/hubfs/Image%20Hackathon%20%E2%80%93%20Vertical%20(5).png" loading="lazy" alt=""> </div> <div class="blog-fwcta-offer-text"> <h3 class="blog-fwcta-offer-title">45 Customer Service Scripting Templates</h3> <p class="blog-fwcta-offer-subtitle">45 templates to help you determine your customer service responses.</p> <ul class="blog-fwcta-offer-value-prop-list"> <li class="blog-fwcta-offer-value-prop"> <svg class="blog-fwcta-offer-value-prop-icon cl-icon" role="presentation"> <use href="#cl-icon-check-circle"></use> </svg> Live Chat Support Script Templates </li> <li class="blog-fwcta-offer-value-prop"> <svg class="blog-fwcta-offer-value-prop-icon cl-icon" role="presentation"> <use href="#cl-icon-check-circle"></use> </svg> Phone Support Script Templates </li> <li class="blog-fwcta-offer-value-prop"> <svg class="blog-fwcta-offer-value-prop-icon cl-icon" role="presentation"> <use href="#cl-icon-check-circle"></use> </svg> Social Media Support Script Templates </li> <li class="blog-fwcta-offer-value-prop"> <svg class="blog-fwcta-offer-value-prop-icon cl-icon" role="presentation"> <use href="#cl-icon-check-circle"></use> </svg> Email Support Script Templates </li> </ul> <div class="blog-fwcta-offer-cta-container"><button class="blog-fwcta-form-initiation-button blog-fwcta-offer-cta">Get Your Free Templates</button> <a class="blog-fwcta-offer-cta -learn-more-text" href="https://offers.hubspot.com/customer-service-scripting-templates" target="_blank" data-blog-cta-tracking="fwcta"> Learn more <svg class="blog-fwcta-offer-external-link cl-icon cl-textLink-icon -large" aria-label="Link opens in a new window"> <use href="#cl-icon-external-link" /> </svg> <span class="visually-hidden"></span> </a> <a class="blog-fwcta-offer-cta -form-text" href="https://offers.hubspot.com/customer-service-scripting-templates" target="_blank" data-blog-cta-tracking="fwcta"> Get Your Free Templates <span class="visually-hidden"></span> </a> </div> </div> </div> </div> <div class="blog-fwcta-form"> <div class="blog-fwcta-form-content"> <style>@keyframes msf-progress { 0% { transform: scaleX(0); opacity: 0; } 100% { transform: scaleX(1); opacity: 1; } } @keyframes msf-appear { 0% { scale: 0; } 100% { scale: 1; } } .msf-container { --rff-indicator-outline-color: var(--light-theme-background-01); --rff-indicator-incomplete-background-color: var(--cl-color-container-03); --rff-indicator-complete-background-color: var(--cl-color-success-01); --rff-indicator-incomplete-text-color: var(--cl-color-text-01); --rff-indicator-complete-text-color: var(--cl-color-text-on-color-01); --rff-indicator-incomplete-border-color: var(--cl-color-border-03); --rff-indicator-complete-border-color: transparent; margin: 0 auto; max-width: 720px; container-name: msf-container; container-type: inline-size; &.-dark { --rff-indicator-outline-color: var(--dark-theme-background-02); } } .msf-header { text-align: center; margin: 2em 0 0 0; } .msf-progress-bar { position: absolute; z-index: 0; top: 50%; left: 0; right: 0; transform: translateY(-50%) scaleX(0); opacity: 0; height: 2px; background-color: var(--light-theme-border-02); transform-origin: left; } .msf-container[data-show-steps='true'] .msf-progress-bar { animation: msf-progress 1s linear forwards; } .msf-progress-header { position: relative; max-width: 860px; margin: 1rem auto 2.5rem; } .msf-indicators { list-style: none; width: 100%; display: flex; justify-content: space-between; flex-direction: row; } .msf-indicator { position: relative; z-index: 1; display: flex; justify-content: center; align-items: center; width: 2rem; height: 2rem; color: var(--rff-indicator-incomplete-text-color); background-color: var(--rff-indicator-incomplete-background-color); border: 2px solid var(--rff-indicator-incomplete-border-color); border-radius: 50%; outline: 8px solid var(--rff-indicator-outline-color); scale: 0; transition: 0.3s background-color linear; font-size: var(--font-size-h6, 1rem); font-weight: var(--font-weight-h6, 500); line-height: var(--line-height-h6, 1.75); } .msf-indicator .cl-icon { display: none; } .msf-description { margin-bottom: 1.5rem; } .msf-container[data-show-steps='true'] .msf-indicator { animation: msf-appear 0.3s ease-out forwards; animation-delay: var(--delay); } .msf-indicator.complete, .msf-indicator.active { background-color: var(--rff-indicator-complete-background-color); color: var(--rff-indicator-complete-text-color); border-color: var(--rff-indicator-complete-border-color); } .msf-indicator.complete .cl-icon { height: 1rem; width: 1rem; position: absolute; fill: currentColor; display: flex; } .msf-indicator.complete > span { opacity: 0; /* effectively visually-hidden */ } .msf { --current-step: 1; position: relative; margin: 0 auto; max-width: 1080px; overflow: hidden; padding: 0.5rem; } .msf-list { display: flex; flex-direction: row; flex-wrap: nowrap; width: 100%; list-style: none; transform: translateX(calc(-100% * (var(--current-step) - 1))); transition: transform 0.35s ease-in-out; } .msf-step { width: 100%; min-width: 100%; display: flex; flex-direction: column; align-items: center; visibility: hidden; } .msf-step[data-active='true'] { visibility: visible; } .msf-step-fields { display: flex; flex-direction: column; gap: 1.5rem; @container msf-container (width >= 600px) { flex-direction: row; } } .msf-field { max-width: 25ch; } .msf-legal { max-height: 0; overflow: hidden; transition: max-height 0.5s ease-in; text-align: left; font-size: var(--font-size-small); line-height: var(--line-height-small); margin-top: 1.5rem; } .msf-legal > p { font-size: var(--font-size-small); line-height: var(--line-height-small); } .msf-navigation { position: relative; width: 100%; display: flex; align-items: center; justify-content: space-between; padding-top: 2rem; } .msf-next { position: relative; } .msf-submit { position: absolute; right: 0; visibility: hidden; } .msf[data-step='1'] .msf-previous { visibility: hidden; } .msf[data-last-step='true'] .msf-next { visibility: hidden; } .msf[data-last-step='true'] .msf-submit { visibility: visible; } .msf[data-last-step='true'] .msf-legal { max-height: 100vh; } /* Component library validation */ .msf .cl-input .cl-input-status { display: none; } .msf .cl-input.-invalid .cl-input-status { display: unset; } /* Loading states for CTAs */ .msf .cl-button { min-height: 41px; } .msf .cl-loading { position: absolute; display: none; top: 50%; left: 50%; transform: translate(-50%, -50%); } :is(.msf-submit, .msf-next).-loading > span{ visibility: hidden; } :is(.msf-submit, .msf-next).-loading > .cl-loading { display: block; } </style> <script id="rff-user-data" type="application/json" nonce="qI8k0v1CL83XENZITmpKBQ=="> { "partners": "", "customHiddenFields": [], "language": "en", "pageId": "5523409055" } </script> <div class="msf-container -light"> <div class="msf-header"> <div class="msf-progress-header"> <div class="msf-progress-bar" aria-hidden="true"></div> <ul class="msf-indicators" aria-label="Steps"></ul> </div><h2>Download Free</h2><p class="msf-description">All fields are required.</p></div> <form class="msf" data-theme="light" data-form-id="45afae4b-f2a7-4d63-b4bf-d8a4418bbcc1" data-response-type="inline" data-redirect-url="https://offers.hubspot.com/thank-you/customer-service-scripting-templates" data-followup-email-id="" data-display-option="inline" data-smart-content-query-param-key="" data-smart-content-query-param-values="" data-show-all-fields="false" data-should-send-redirect-event="false" data-step="1"> </form> </div> </div> </div> <div class="blog-fwcta-thank-you"> <div class="blog-fwcta-thank-you-content"> <div class="blog-fwcta-thank-you-img"> <img src="https://offers.hubspot.com/hubfs/Image%20Hackathon%20%E2%80%93%20Vertical%20(5).png" loading="lazy" alt=""> </div> <div class="blog-fwcta-offer-text"> <h3 class="blog-fwcta-thank-you-text">You're all set!</h3> <p class="blog-fwcta-thank-you-subtitle">Click this link to access this resource at any time.</p> <div class="blog-fwcta-thank-you-cta-container"> <a class="blog-fwcta-thank-you-cta" href="https://offers.hubspot.com/thank-you/customer-service-scripting-templates" target="_blank" rel="noopener noreferrer" data-blog-cta-tracking="fwcta">Download Now</a> </div> </div> </div> </div> </section> </div> <p><strong>For example:</strong></p> <div><hr class="sweezy-custom-cursor-default-hover" style="null;cursor: url('data:image/png;base64,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') 2 0, auto !important;"></div> <p style="font-weight: bold;"><span style="color: #999999;">Hey [CUSTOMER NAME]. Thanks for reaching out to [COMPANY NAME]. What can I help you with today?</span></p> <hr class="sweezy-custom-cursor-default-hover" style="null;cursor: url('data:image/png;base64,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') 2 0, auto !important;"> <p><strong>Why it works: </strong>It’s approachable, personalized, and conversationally worded. And, it’s a great way to kick off the conversation.</p> <h3>2. Thank you for your purchase.</h3> <p>Another common canned response is the post-purchase ‘thank you’ message. You can customize this message by including the customer’s name, highlighting their specific order, or adding your own brand flare.</p> <p><strong>For example:</strong></p> <hr> <p style="font-weight: bold;"><span style="color: #999999;">[CUSTOMER NAME], you made a great choice with [ITEM NAME]. Thanks for your business.</span></p> <hr> <p><strong>Why this works:</strong> It reinforces that you appreciate the customer for doing business with you. Plus, it adds a little personality by emphasizing that you have some really great products, and they chose a good one.</p> <h3>3. We've received your message and we're working on it.</h3> <p>If a customer submits a support ticket, this canned response gives them confirmation that you received that ticket. It also lets them know your team is working on it.</p> <p>Be sure to personalize the response in a way that addresses the customer’s specific issue rather than sending a blanket “We received your support request” message.</p> <p><strong>For example:</strong></p> <hr> <p style="font-weight: bold;"><span style="color: #999999;">Our team has been notified that your tracking number hasn't been updated yet. We're communicating with the merchant for an update, and we’ll follow up as soon as we receive one. I appreciate your patience with this order.</span></p> <hr> <p><strong>Why this works:</strong> The message proactively addresses the customer’s concern about whether or not their support ticket was received. It also lets the customer know what steps are being taken to address the issue.</p> <h3>4. Thanks for the product/feature recommendation.</h3> <p>Who has more knowledge about what products and features your customers need than the customers themselves?</p> <p>When a customer goes out of their way to offer free advice about something they’d be willing to purchase from your business, you can use a canned response to give them positive reinforcement for sharing their thoughts with your team.</p> <p><strong>For example:</strong></p> <hr> <p style="font-weight: bold;"><span style="color: #999999;">Thanks for submitting your thoughtful idea. Our product team is excited to review it and pass it on to our developers for consideration in our next product rollout.</span></p> <p style="font-weight: bold;"><span style="color: #999999;">Your idea will be prioritized according to our internal review system. If your idea is selected, we’ll notify you.</span></p> <hr> <p><strong>Why this works:</strong> The email politely lets the customer know that their idea will be considered, but not necessarily implemented right away.</p> <h3>5. We're still working on your case.</h3> <p>Sometimes support cases can take longer than the customer (and even the support team) originally expected.</p> <p>As the time it takes to resolve the issue increases, your client's patience decreases. Proactively touch base with the customer to let them know you're working hard to reach a resolution and that you’ll follow up with updates. Then, follow through on your commitment.</p> <p><strong>For example:</strong></p> <hr> <p style="font-weight: bold;"><span style="color: #999999;">Before we go into the weekend, I wanted to update you on the status of your issue. Your [ISSUE] is in progress and is being worked on by our product team. We're prioritizing your request, and I will make sure this issue is resolved over the weekend. Thanks for your patience.</span></p> <hr> <p><strong>Why this works: </strong>The service team is advocating for the customer. It preemptively quells a complaint or additional request from the customer later on.</p> <h3>6. We're closing your ticket.</h3> <p>Once a customer has indicated that their issue was resolved, thank them for their patience. If possible, this message should come from the agent that was handling the case, and it should appear in the same email thread where the issue was first mentioned.</p> <p><strong>For example:</strong></p> <hr> <p style="font-weight: bold;"><span style="color: #999999;">Thanks for taking the time to speak about [ISSUE] today. I've updated your contact record in our system, so your subscription will renew by the end of the day.</span></p> <hr> <p><strong>Why this works:</strong> It confirms that the support rep has done the work to resolve the customer’s problem. The customer also has one final opportunity to respond before the service rep closes the ticket.</p> <h3>7. About your request for a refund.</h3> <p>Even if your organization doesn’t allow refunds, your support team is likely to receive a request like this at some point.</p> <p>In your canned response, it’s important to acknowledge that there’s a problem you want to know more about. Lead with empathy, follow up with the options available to the customer, then ask what you can do to make a difference.</p> <p><strong>For example:</strong></p> <hr> <p style="font-weight: bold;"><span style="color: #999999;">I’m saddened to hear that you’re not happy with your recent purchase, and I hope you’ll let us make it right. Although we don’t offer refunds, we do have several options available to give you the value you deserve from [COMPANY NAME].</span></p> <ul> <li><span style="font-weight: bold; color: #999999;">[LIST OF OPTIONS: exchange, return, discount on a future purchase, etc. - include links if applicable.]</span></li> </ul> <p style="font-weight: bold;"><span style="color: #999999;">In the meantime, will you share with me what went wrong with this purchase?</span></p> <hr> <p><strong>Why this works:</strong> It takes the focus off of what the support team can’t do and focuses on what they can do. The customer knows that the company is committed to providing value, even when things aren’t going well.</p> <h3>8. Were you happy with the resolution?</h3> <p>Sometimes, there are issues that take time to resolve. For example, let’s say you placed an order with a company, but it was lost in transit. The company issued a new date of expected delivery, but the package still didn’t arrive.</p> <p>Don't put the onus on your customers to check in with you — instead, proactively reach out once you've solved the customer's problem to make sure it was satisfactory.</p> <p><strong>For example:</strong></p> <hr> <p style="font-weight: bold;"><span style="color: #999999;">A few weeks ago, you mentioned that you weren’t satisfied with the [INSERT SERVICE] you received. My records show that your most recent appointment was completed by a different member of our team. How did it go?</span></p> <hr class="sweezy-custom-cursor-default-hover" style="null;cursor: url('data:image/png;base64,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') 2 0, auto !important;"> <p><strong>Why it works:</strong> It reminds the customer of their complaint and solicits their feedback about the solution your company provided.</p> <div id="hs_cos_wrapper_widget_845288a1-ac65-4ab7-a4a2-a83efe51cf6b" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <section class="blog-fwcta" data-state="offer"> <div class="blog-fwcta-offer"> <div class="blog-fwcta-offer-content"> <div class="blog-fwcta-offer-img"> <img src="https://offers.hubspot.com/hubfs/Image%20Hackathon%20%E2%80%93%20Vertical%20(5).png" loading="lazy" alt=""> </div> <div class="blog-fwcta-offer-text"> <h3 class="blog-fwcta-offer-title">45 Customer Service Scripting Templates</h3> <p class="blog-fwcta-offer-subtitle">45 templates to help you determine your customer service responses.</p> <ul class="blog-fwcta-offer-value-prop-list"> <li class="blog-fwcta-offer-value-prop"> <svg class="blog-fwcta-offer-value-prop-icon cl-icon" role="presentation"> <use href="#cl-icon-check-circle"></use> </svg> Live Chat Support Script Templates </li> <li class="blog-fwcta-offer-value-prop"> <svg class="blog-fwcta-offer-value-prop-icon cl-icon" role="presentation"> <use href="#cl-icon-check-circle"></use> </svg> Phone Support Script Templates </li> <li class="blog-fwcta-offer-value-prop"> <svg class="blog-fwcta-offer-value-prop-icon cl-icon" role="presentation"> <use href="#cl-icon-check-circle"></use> </svg> Social Media Support Script Templates </li> <li class="blog-fwcta-offer-value-prop"> <svg class="blog-fwcta-offer-value-prop-icon cl-icon" role="presentation"> <use href="#cl-icon-check-circle"></use> </svg> Email Support Script Templates </li> </ul> <div class="blog-fwcta-offer-cta-container"><button class="blog-fwcta-form-initiation-button blog-fwcta-offer-cta">Get Your Free Templates</button> <a class="blog-fwcta-offer-cta -learn-more-text" href="https://offers.hubspot.com/customer-service-scripting-templates" target="_blank" data-blog-cta-tracking="fwcta"> Learn more <svg class="blog-fwcta-offer-external-link cl-icon cl-textLink-icon -large" aria-label="Link opens in a new window"> <use href="#cl-icon-external-link" /> </svg> <span class="visually-hidden"></span> </a> <a class="blog-fwcta-offer-cta -form-text" href="https://offers.hubspot.com/customer-service-scripting-templates" target="_blank" data-blog-cta-tracking="fwcta"> Get Your Free Templates <span class="visually-hidden"></span> </a> </div> </div> </div> </div> <div class="blog-fwcta-form"> <div class="blog-fwcta-form-content"> <style>@keyframes msf-progress { 0% { transform: scaleX(0); opacity: 0; } 100% { transform: scaleX(1); opacity: 1; } } @keyframes msf-appear { 0% { scale: 0; } 100% { scale: 1; } } .msf-container { --rff-indicator-outline-color: var(--light-theme-background-01); --rff-indicator-incomplete-background-color: var(--cl-color-container-03); --rff-indicator-complete-background-color: var(--cl-color-success-01); --rff-indicator-incomplete-text-color: var(--cl-color-text-01); --rff-indicator-complete-text-color: var(--cl-color-text-on-color-01); --rff-indicator-incomplete-border-color: var(--cl-color-border-03); --rff-indicator-complete-border-color: transparent; margin: 0 auto; max-width: 720px; container-name: msf-container; container-type: inline-size; &.-dark { --rff-indicator-outline-color: var(--dark-theme-background-02); } } .msf-header { text-align: center; margin: 2em 0 0 0; } .msf-progress-bar { position: absolute; z-index: 0; top: 50%; left: 0; right: 0; transform: translateY(-50%) scaleX(0); opacity: 0; height: 2px; background-color: var(--light-theme-border-02); transform-origin: left; } .msf-container[data-show-steps='true'] .msf-progress-bar { animation: msf-progress 1s linear forwards; } .msf-progress-header { position: relative; max-width: 860px; margin: 1rem auto 2.5rem; } .msf-indicators { list-style: none; width: 100%; display: flex; justify-content: space-between; flex-direction: row; } .msf-indicator { position: relative; z-index: 1; display: flex; justify-content: center; align-items: center; width: 2rem; height: 2rem; color: var(--rff-indicator-incomplete-text-color); background-color: var(--rff-indicator-incomplete-background-color); border: 2px solid var(--rff-indicator-incomplete-border-color); border-radius: 50%; outline: 8px solid var(--rff-indicator-outline-color); scale: 0; transition: 0.3s background-color linear; font-size: var(--font-size-h6, 1rem); font-weight: var(--font-weight-h6, 500); line-height: var(--line-height-h6, 1.75); } .msf-indicator .cl-icon { display: none; } .msf-description { margin-bottom: 1.5rem; } .msf-container[data-show-steps='true'] .msf-indicator { animation: msf-appear 0.3s ease-out forwards; animation-delay: var(--delay); } .msf-indicator.complete, .msf-indicator.active { background-color: var(--rff-indicator-complete-background-color); color: var(--rff-indicator-complete-text-color); border-color: var(--rff-indicator-complete-border-color); } .msf-indicator.complete .cl-icon { height: 1rem; width: 1rem; position: absolute; fill: currentColor; display: flex; } .msf-indicator.complete > span { opacity: 0; /* effectively visually-hidden */ } .msf { --current-step: 1; position: relative; margin: 0 auto; max-width: 1080px; overflow: hidden; padding: 0.5rem; } .msf-list { display: flex; flex-direction: row; flex-wrap: nowrap; width: 100%; list-style: none; transform: translateX(calc(-100% * (var(--current-step) - 1))); transition: transform 0.35s ease-in-out; } .msf-step { width: 100%; min-width: 100%; display: flex; flex-direction: column; align-items: center; visibility: hidden; } .msf-step[data-active='true'] { visibility: visible; } .msf-step-fields { display: flex; flex-direction: column; gap: 1.5rem; @container msf-container (width >= 600px) { flex-direction: row; } } .msf-field { max-width: 25ch; } .msf-legal { max-height: 0; overflow: hidden; transition: max-height 0.5s ease-in; text-align: left; font-size: var(--font-size-small); line-height: var(--line-height-small); margin-top: 1.5rem; } .msf-legal > p { font-size: var(--font-size-small); line-height: var(--line-height-small); } .msf-navigation { position: relative; width: 100%; display: flex; align-items: center; justify-content: space-between; padding-top: 2rem; } .msf-next { position: relative; } .msf-submit { position: absolute; right: 0; visibility: hidden; } .msf[data-step='1'] .msf-previous { visibility: hidden; } .msf[data-last-step='true'] .msf-next { visibility: hidden; } .msf[data-last-step='true'] .msf-submit { visibility: visible; } .msf[data-last-step='true'] .msf-legal { max-height: 100vh; } /* Component library validation */ .msf .cl-input .cl-input-status { display: none; } .msf .cl-input.-invalid .cl-input-status { display: unset; } /* Loading states for CTAs */ .msf .cl-button { min-height: 41px; } .msf .cl-loading { position: absolute; display: none; top: 50%; left: 50%; transform: translate(-50%, -50%); } :is(.msf-submit, .msf-next).-loading > span{ visibility: hidden; } :is(.msf-submit, .msf-next).-loading > .cl-loading { display: block; } </style> <script id="rff-user-data" type="application/json" nonce="qI8k0v1CL83XENZITmpKBQ=="> { "partners": "", "customHiddenFields": [], "language": "en", "pageId": "5523409055" } </script> <div class="msf-container -light"> <div class="msf-header"> <div class="msf-progress-header"> <div class="msf-progress-bar" aria-hidden="true"></div> <ul class="msf-indicators" aria-label="Steps"></ul> </div><h2>Download Free</h2><p class="msf-description">All fields are required.</p></div> <form class="msf" data-theme="light" data-form-id="45afae4b-f2a7-4d63-b4bf-d8a4418bbcc1" data-response-type="inline" data-redirect-url="https://offers.hubspot.com/thank-you/customer-service-scripting-templates" data-followup-email-id="" data-display-option="inline" data-smart-content-query-param-key="" data-smart-content-query-param-values="" data-show-all-fields="false" data-should-send-redirect-event="false" data-step="1"> </form> </div> </div> </div> <div class="blog-fwcta-thank-you"> <div class="blog-fwcta-thank-you-content"> <div class="blog-fwcta-thank-you-img"> <img src="https://offers.hubspot.com/hubfs/Image%20Hackathon%20%E2%80%93%20Vertical%20(5).png" loading="lazy" alt=""> </div> <div class="blog-fwcta-offer-text"> <h3 class="blog-fwcta-thank-you-text">You're all set!</h3> <p class="blog-fwcta-thank-you-subtitle">Click this link to access this resource at any time.</p> <div class="blog-fwcta-thank-you-cta-container"> <a class="blog-fwcta-thank-you-cta" href="https://offers.hubspot.com/thank-you/customer-service-scripting-templates" target="_blank" rel="noopener noreferrer" data-blog-cta-tracking="fwcta">Download Now</a> </div> </div> </div> </div> </section> </div> <h3>9. Were you satisfied with our customer support?</h3> <p>Once an issue is closed out, it’s important to get feedback from your customers, usually in the form of a customer satisfaction survey.</p> <p>This message should be straight to the point and neutral. You don't want to lead your customers to a positive response. A survey that is worded too positively can skew your data.</p> <p><strong>For example:</strong></p> <hr> <p style="font-weight: bold;"><span style="color: #999999;">We'd like to hear what you think of our customer service. Please take a moment to answer one simple question by clicking either link below:</span></p> <ul> <li><span style="font-weight: bold; color: #999999;">Good, I'm satisfied</span></li> <li><span style="font-weight: bold; color: #999999;">Bad, I'm unsatisfied</span></li> </ul> <hr> <p><strong>Why this works:</strong> It’s simple and neutral with virtually no language that might skew the customer’s response.</p> <h3>10. An update on your request for access.</h3> <p>Your customers go through a lot of change during the course of their careers, and switching roles or teams are some of the most common ones. That means you’ll likely receive requests for access to information from people who don’t have the necessary permissions.</p> <p>Sometimes, a canned response explaining why you can’t grant the person access and what steps they need to take next can amicably resolve the issue.</p> <p><strong>For example:</strong></p> <hr> <p style="font-weight: bold;"><span style="color: #999999;">Our support team received your request for access and we’re here to help. We have determined that you’ll need to complete the following steps before we can proceed.</span></p> <p style="font-weight: bold;"><span style="color: #999999;">Please reply to this email and confirm the following information:</span></p> <ul> <li style="color: #33475b;" aria-level="1"><span style="font-weight: bold; color: #999999;">[LIST OF INFORMATION]</span></li> </ul> <hr> <p><strong>Why this works:</strong> The company is positioned as a champion of the customer’s safety, not a roadblock to the person’s access. Plus, the information that the support rep needs from the customer is clearly organized and actionable.</p> <h3>11. We need more information to complete your order.</h3> <p>Sometimes, when a customer places an order online or through an app, the customer service team may need to confirm information about the order before processing it.</p> <p>When you reach out and need the customer to take an extra step, the communication should be clear, succinct, and easy for them to act upon.</p> <p><strong>For example:</strong></p> <hr> <p style="font-weight: bold;"><span style="color: #999999;">Thanks for placing your order with us on [DATE]. We need to confirm your payment method for the order as the card you have on file was declined.</span></p> <p style="font-weight: bold;"><span style="color: #999999;">You can give me a call at [XXX-XXX-XXXX] to update this information, or you can change your preferences in your account profile now. Then, we'll be able to process and ship your order.</span></p> <hr> <p><strong>Why this works:</strong> It gives the customer more than one way to help the service rep troubleshoot. It also clearly explains that when this information is received, the customer’s order will be processed and shipped.</p> <h3>12. Here's how to do it yourself.</h3> <p>Inevitably, customers will reach out with a support issue that, in your opinion, shouldn't be a support case.</p> <p>For example, a customer may report that a feature isn't working properly, when, in reality, the problem was actually user error.</p> <p>Keep in mind that your product isn't self-explanatory to people outside of your internal team. Your canned response should make it as easy as possible for your customer to solve the problem, and include any other relevant information that will help them succeed.</p> <p><strong>For example:</strong></p> <hr> <p style="font-weight: bold;"><span style="color: #999999;">I've switched your [SETTING] from weekly to bi-weekly, as you requested. Your next service will be on [DATE].</span></p> <p style="font-weight: bold;"><span style="color: #999999;">If you need to change your frequency settings in the future, you can do that online here by navigating to "Support" and clicking "Change Frequency."</span></p> <hr> <p><strong>Why this works:</strong> The message is polite and helpful without being condescending. The support rep provided an immediate solution to the issue and then included a way to solve it themselves the next time.</p> <h3>13. Your support request has been escalated.</h3> <p>There are several reasons why a rep may need to escalate a customer support request. This means it’s nearly impossible (or at least inefficient) to write a canned response for every single one of them.</p> <p>In most cases, the customer is waiting longer than usual for a solution and will be receiving communication from another person in your company. That’s the issue you need to address.</p> <p>In order to get ahead of questions before they arise, let the customer know that you’re intentionally escalating their issue to get them the solution they need.</p> <p><strong>For example:</strong></p> <hr> <p style="font-weight: bold;"><span style="color: #999999;">After reviewing your request, I’ve determined that this type of issue is best handled by our [ESCALATION TEAM NAME] team.</span></p> <p style="font-weight: bold;"><span style="color: #999999;">Your case is important to [COMPANY], and we hope to get this resolved for you in [TIMEFRAME]. If you don’t hear back by then, please reopen this ticket.</span></p> <hr> <p><strong>Why this works:</strong> It shows that the customer service rep actually reviewed the case before responding. And the customer has been assured that they’ll be taken care of by the escalation team.</p> <div id="hs_cos_wrapper_widget_7907406a-4d7b-4cf6-b2ae-23b966fee98b" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <section class="blog-fwcta" data-state="offer"> <div class="blog-fwcta-offer"> <div class="blog-fwcta-offer-content"> <div class="blog-fwcta-offer-img"> <img src="https://offers.hubspot.com/hubfs/Image%20Hackathon%20%E2%80%93%20Vertical%20(5).png" loading="lazy" alt=""> </div> <div class="blog-fwcta-offer-text"> <h3 class="blog-fwcta-offer-title">45 Customer Service Scripting Templates</h3> <p class="blog-fwcta-offer-subtitle">45 templates to help you determine your customer service responses.</p> <ul class="blog-fwcta-offer-value-prop-list"> <li class="blog-fwcta-offer-value-prop"> <svg class="blog-fwcta-offer-value-prop-icon cl-icon" role="presentation"> <use href="#cl-icon-check-circle"></use> </svg> Live Chat Support Script Templates </li> <li class="blog-fwcta-offer-value-prop"> <svg class="blog-fwcta-offer-value-prop-icon cl-icon" role="presentation"> <use href="#cl-icon-check-circle"></use> </svg> Phone Support Script Templates </li> <li class="blog-fwcta-offer-value-prop"> <svg class="blog-fwcta-offer-value-prop-icon cl-icon" role="presentation"> <use href="#cl-icon-check-circle"></use> </svg> Social Media Support Script Templates </li> <li class="blog-fwcta-offer-value-prop"> <svg class="blog-fwcta-offer-value-prop-icon cl-icon" role="presentation"> <use href="#cl-icon-check-circle"></use> </svg> Email Support Script Templates </li> </ul> <div class="blog-fwcta-offer-cta-container"><button class="blog-fwcta-form-initiation-button blog-fwcta-offer-cta">Get Your Free Templates</button> <a class="blog-fwcta-offer-cta -learn-more-text" href="https://offers.hubspot.com/customer-service-scripting-templates" target="_blank" data-blog-cta-tracking="fwcta"> Learn more <svg class="blog-fwcta-offer-external-link cl-icon cl-textLink-icon -large" aria-label="Link opens in a new window"> <use href="#cl-icon-external-link" /> </svg> <span class="visually-hidden"></span> </a> <a class="blog-fwcta-offer-cta -form-text" href="https://offers.hubspot.com/customer-service-scripting-templates" target="_blank" data-blog-cta-tracking="fwcta"> Get Your Free Templates <span class="visually-hidden"></span> </a> </div> </div> </div> </div> <div class="blog-fwcta-form"> <div class="blog-fwcta-form-content"> <style>@keyframes msf-progress { 0% { transform: scaleX(0); opacity: 0; } 100% { transform: scaleX(1); opacity: 1; } } @keyframes msf-appear { 0% { scale: 0; } 100% { scale: 1; } } .msf-container { --rff-indicator-outline-color: var(--light-theme-background-01); --rff-indicator-incomplete-background-color: var(--cl-color-container-03); --rff-indicator-complete-background-color: var(--cl-color-success-01); --rff-indicator-incomplete-text-color: var(--cl-color-text-01); --rff-indicator-complete-text-color: var(--cl-color-text-on-color-01); --rff-indicator-incomplete-border-color: var(--cl-color-border-03); --rff-indicator-complete-border-color: transparent; margin: 0 auto; max-width: 720px; container-name: msf-container; container-type: inline-size; &.-dark { --rff-indicator-outline-color: var(--dark-theme-background-02); } } .msf-header { text-align: center; margin: 2em 0 0 0; } .msf-progress-bar { position: absolute; z-index: 0; top: 50%; left: 0; right: 0; transform: translateY(-50%) scaleX(0); opacity: 0; height: 2px; background-color: var(--light-theme-border-02); transform-origin: left; } .msf-container[data-show-steps='true'] .msf-progress-bar { animation: msf-progress 1s linear forwards; } .msf-progress-header { position: relative; max-width: 860px; margin: 1rem auto 2.5rem; } .msf-indicators { list-style: none; width: 100%; display: flex; justify-content: space-between; flex-direction: row; } .msf-indicator { position: relative; z-index: 1; display: flex; justify-content: center; align-items: center; width: 2rem; height: 2rem; color: var(--rff-indicator-incomplete-text-color); background-color: var(--rff-indicator-incomplete-background-color); border: 2px solid var(--rff-indicator-incomplete-border-color); border-radius: 50%; outline: 8px solid var(--rff-indicator-outline-color); scale: 0; transition: 0.3s background-color linear; font-size: var(--font-size-h6, 1rem); font-weight: var(--font-weight-h6, 500); line-height: var(--line-height-h6, 1.75); } .msf-indicator .cl-icon { display: none; } .msf-description { margin-bottom: 1.5rem; } .msf-container[data-show-steps='true'] .msf-indicator { animation: msf-appear 0.3s ease-out forwards; animation-delay: var(--delay); } .msf-indicator.complete, .msf-indicator.active { background-color: var(--rff-indicator-complete-background-color); color: var(--rff-indicator-complete-text-color); border-color: var(--rff-indicator-complete-border-color); } .msf-indicator.complete .cl-icon { height: 1rem; width: 1rem; position: absolute; fill: currentColor; display: flex; } .msf-indicator.complete > span { opacity: 0; /* effectively visually-hidden */ } .msf { --current-step: 1; position: relative; margin: 0 auto; max-width: 1080px; overflow: hidden; padding: 0.5rem; } .msf-list { display: flex; flex-direction: row; flex-wrap: nowrap; width: 100%; list-style: none; transform: translateX(calc(-100% * (var(--current-step) - 1))); transition: transform 0.35s ease-in-out; } .msf-step { width: 100%; min-width: 100%; display: flex; flex-direction: column; align-items: center; visibility: hidden; } .msf-step[data-active='true'] { visibility: visible; } .msf-step-fields { display: flex; flex-direction: column; gap: 1.5rem; @container msf-container (width >= 600px) { flex-direction: row; } } .msf-field { max-width: 25ch; } .msf-legal { max-height: 0; overflow: hidden; transition: max-height 0.5s ease-in; text-align: left; font-size: var(--font-size-small); line-height: var(--line-height-small); margin-top: 1.5rem; } .msf-legal > p { font-size: var(--font-size-small); line-height: var(--line-height-small); } .msf-navigation { position: relative; width: 100%; display: flex; align-items: center; justify-content: space-between; padding-top: 2rem; } .msf-next { position: relative; } .msf-submit { position: absolute; right: 0; visibility: hidden; } .msf[data-step='1'] .msf-previous { visibility: hidden; } .msf[data-last-step='true'] .msf-next { visibility: hidden; } .msf[data-last-step='true'] .msf-submit { visibility: visible; } .msf[data-last-step='true'] .msf-legal { max-height: 100vh; } /* Component library validation */ .msf .cl-input .cl-input-status { display: none; } .msf .cl-input.-invalid .cl-input-status { display: unset; } /* Loading states for CTAs */ .msf .cl-button { min-height: 41px; } .msf .cl-loading { position: absolute; display: none; top: 50%; left: 50%; transform: translate(-50%, -50%); } :is(.msf-submit, .msf-next).-loading > span{ visibility: hidden; } :is(.msf-submit, .msf-next).-loading > .cl-loading { display: block; } </style> <script id="rff-user-data" type="application/json" nonce="qI8k0v1CL83XENZITmpKBQ=="> { "partners": "", "customHiddenFields": [], "language": "en", "pageId": "5523409055" } </script> <div class="msf-container -light"> <div class="msf-header"> <div class="msf-progress-header"> <div class="msf-progress-bar" aria-hidden="true"></div> <ul class="msf-indicators" aria-label="Steps"></ul> </div><h2>Download Free</h2><p class="msf-description">All fields are required.</p></div> <form class="msf" data-theme="light" data-form-id="45afae4b-f2a7-4d63-b4bf-d8a4418bbcc1" data-response-type="inline" data-redirect-url="https://offers.hubspot.com/thank-you/customer-service-scripting-templates" data-followup-email-id="" data-display-option="inline" data-smart-content-query-param-key="" data-smart-content-query-param-values="" data-show-all-fields="false" data-should-send-redirect-event="false" data-step="1"> </form> </div> </div> </div> <div class="blog-fwcta-thank-you"> <div class="blog-fwcta-thank-you-content"> <div class="blog-fwcta-thank-you-img"> <img src="https://offers.hubspot.com/hubfs/Image%20Hackathon%20%E2%80%93%20Vertical%20(5).png" loading="lazy" alt=""> </div> <div class="blog-fwcta-offer-text"> <h3 class="blog-fwcta-thank-you-text">You're all set!</h3> <p class="blog-fwcta-thank-you-subtitle">Click this link to access this resource at any time.</p> <div class="blog-fwcta-thank-you-cta-container"> <a class="blog-fwcta-thank-you-cta" href="https://offers.hubspot.com/thank-you/customer-service-scripting-templates" target="_blank" rel="noopener noreferrer" data-blog-cta-tracking="fwcta">Download Now</a> </div> </div> </div> </div> </section> </div> <h3>14. We acknowledge this mistake.</h3> <p>No matter how good your customer service team is, eventually you're going to make a mistake. It happens to every business. And sometimes, there's little you could've done to avoid it.</p> <p>In these cases, it's best to acknowledge your role in the situation and explain the steps you're taking to solve it.</p> <p>If the issue is small and easily fixed, then your team should resolve the problem before reaching out to the customer. If the problem is more complex, your team should reach out to the customer immediately.</p> <p><strong>For example:</strong></p> <hr> <p style="font-weight: bold;"><span style="color: #999999;">I’m reaching out with an update on your issue regarding [ISSUE TOPIC]. We regretfully admit that there has been an oversight made on your case. During our troubleshooting, we [EXPLANATION].</span></p> <p style="font-weight: bold;"><span style="color: #999999;">We acknowledge and apologize for how our mistake has created an inconvenience for you. We know that your goal is to [CUSTOMER'S GOAL] and we want to assure you that we are doing everything within our power to resolve this situation.</span></p> <hr> <p><strong>Why this works:</strong> The company has taken responsibility for its mistake and acknowledges the importance of helping the customer reach their goal.</p> <h3>15. We're closing this ticket now.</h3> <p>In some cases, customers may forget or ignore the ticket they have open with your service team. This canned email response alerts the customer that, unless they have any additional questions for your team, you’ll be closing the ticket.</p> <p>Be sure to offer assistance before closing the ticket as customers may have important follow-up questions about the work you’ve done for them.</p> <p><strong>For example:</strong></p> <hr> <p style="font-weight: bold;"><span style="color: #999999;">I'm reaching out about your case with us regarding [CASE TOPIC]. It's been [NUMBER OF DAYS] days since we've heard from you, so I wanted to reach out and let you know we are going to close this ticket.</span></p> <p style="font-weight: bold;"><span style="color: #999999;">Please feel free to reopen this ticket or start a new one if you need any further assistance.</span></p> <hr class="sweezy-custom-cursor-default-hover" style="null;cursor: url('data:image/png;base64,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') 2 0, auto !important;"> <p><strong>Why this works: </strong>The message reminds the customer how long it's been since they last responded. The customer is also invited to reopen the ticket if they do need additional help.</p> <h3>16. Following up on your request to speak to an agent.</h3> <p>Over-communication is key when it comes to good customer service. If your agents are tied up with other requests when a customer wants to speak with someone, let the customer know.</p> <p>For this canned response, it’s a good idea to mention <em>when</em> a customer can expect to hear back rather than just letting them know all of the agents are temporarily unavailable.</p> <p><strong>For example:</strong></p> <hr> <p style="font-weight: bold;"><span style="color: #999999;">The support team at [COMPANY] is here to help you as quickly as we can. All of our agents are currently busy, but we’ll get back to you within [TIMEFRAME].</span></p> <hr> <p><strong>Why this works:</strong> This response acknowledges that your company cares about speedy service and is determined to follow up with the customer as soon as possible to field their request.</p> <h3>17. Here’s what we can do for you.</h3> <p>If you’ve been in the customer service field long enough, you know that customers will make requests your team can’t fulfill. People have very specific needs and no single product or service can meet every customer’s expectations.</p> <p>However, when your offer isn’t enough to achieve their goals, “we can’t do that” isn’t the answer. Instead, offer your customers an alternative <a href="/service/customer-self-service" rel="noopener" target="_blank">self-service</a> resource — like a <a href="https://community.hubspot.com" rel="noopener" target="_blank">community forum</a> or <a href="https://www.hubspot.com/products/service/knowledge-base" rel="noopener" target="_blank">knowledge base</a>.</p> <p><strong>For example:</strong></p> <hr> <p style="font-weight: bold;"><span style="color: #999999;">Thanks for reaching out about [CUSTOMER’S REQUEST]. It looks like we’re limited in our ability to solve the issue, but I recommend taking a look at our community forum [LINK TO FORUM] or knowledge base [LINK TO KNOWLEDGE BASE].</span></p> <hr> <p><strong>Why it works:</strong> It explains why the support team can’t solve the issue. There are also several alternatives included in the message that the customer can try which shows that the service representative cares about the customer’s concern.</p> <h3>18. Thanks for requesting an appointment or product demo.</h3> <p>Chances are your customer service reps may be receiving a high volume of requests to book an appointment or product demo with your team. And if you have a canned response handy, you can increase your company’s responsiveness along with the potential for converting a prospect into a customer.</p> <p>It also helps to have a scheduling calendar or process already set up, so you can include that information in the response.</p> <p><strong>For example:</strong></p> <hr> <p style="font-weight: bold;"><span style="color: #999999;">Thanks for submitting your product demo request. Visit [INSERT LINK] to book a demo at your earliest convenience. We look forward to connecting with you soon.</span></p> <hr> <p><strong>Why it works: </strong>In addition to thanking the customer for their interest in your product or service, it gives the customer the autonomy to control their own appointment.</p> <h3>19. Our customer service agents are currently offline.</h3> <p>Many customer service teams are positioned for 24/7 access, but many aren’t. And that’s OK. But there’s no off switch when it comes to customer questions. Not to mention, there’s a good chance your customer resides in a different timezone than you do.</p> <p>If a customer contacts you at midnight, and your business hours end at 9:00 pm, make sure you have a canned response that says so.</p> <p><strong>For example:</strong></p> <hr> <p style="font-weight: bold;"><span style="color: #999999;">Thank you for your message. Our business hours are Monday-Friday from 9:00 am ET to 9:00 pm ET, so all of our customer service agents are currently offline. We’ll respond to your message as quickly as possible once our office opens the next business day.</span></p> <hr> <p><strong>Why it works:</strong> Even though your agents may be offline, this response still reassures the customer that their request was received and will not float into the <em>abyss</em>. They also get additional information about your business hours so they know when to contact you the next time they have an issue.</p> <div id="hs_cos_wrapper_widget_6603da2c-1a57-48a0-a838-9523f64bc3ef" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <section class="blog-fwcta" data-state="offer"> <div class="blog-fwcta-offer"> <div class="blog-fwcta-offer-content"> <div class="blog-fwcta-offer-img"> <img src="https://offers.hubspot.com/hubfs/Image%20Hackathon%20%E2%80%93%20Vertical%20(5).png" loading="lazy" alt=""> </div> <div class="blog-fwcta-offer-text"> <h3 class="blog-fwcta-offer-title">45 Customer Service Scripting Templates</h3> <p class="blog-fwcta-offer-subtitle">45 templates to help you determine your customer service responses.</p> <ul class="blog-fwcta-offer-value-prop-list"> <li class="blog-fwcta-offer-value-prop"> <svg class="blog-fwcta-offer-value-prop-icon cl-icon" role="presentation"> <use href="#cl-icon-check-circle"></use> </svg> Live Chat Support Script Templates </li> <li class="blog-fwcta-offer-value-prop"> <svg class="blog-fwcta-offer-value-prop-icon cl-icon" role="presentation"> <use href="#cl-icon-check-circle"></use> </svg> Phone Support Script Templates </li> <li class="blog-fwcta-offer-value-prop"> <svg class="blog-fwcta-offer-value-prop-icon cl-icon" role="presentation"> <use href="#cl-icon-check-circle"></use> </svg> Social Media Support Script Templates </li> <li class="blog-fwcta-offer-value-prop"> <svg class="blog-fwcta-offer-value-prop-icon cl-icon" role="presentation"> <use href="#cl-icon-check-circle"></use> </svg> Email Support Script Templates </li> </ul> <div class="blog-fwcta-offer-cta-container"><button class="blog-fwcta-form-initiation-button blog-fwcta-offer-cta">Get Your Free Templates</button> <a class="blog-fwcta-offer-cta -learn-more-text" href="https://offers.hubspot.com/customer-service-scripting-templates" target="_blank" data-blog-cta-tracking="fwcta"> Learn more <svg class="blog-fwcta-offer-external-link cl-icon cl-textLink-icon -large" aria-label="Link opens in a new window"> <use href="#cl-icon-external-link" /> </svg> <span class="visually-hidden"></span> </a> <a class="blog-fwcta-offer-cta -form-text" href="https://offers.hubspot.com/customer-service-scripting-templates" target="_blank" data-blog-cta-tracking="fwcta"> Get Your Free Templates <span class="visually-hidden"></span> </a> </div> </div> </div> </div> <div class="blog-fwcta-form"> <div class="blog-fwcta-form-content"> <style>@keyframes msf-progress { 0% { transform: scaleX(0); opacity: 0; } 100% { transform: scaleX(1); opacity: 1; } } @keyframes msf-appear { 0% { scale: 0; } 100% { scale: 1; } } .msf-container { --rff-indicator-outline-color: var(--light-theme-background-01); --rff-indicator-incomplete-background-color: var(--cl-color-container-03); --rff-indicator-complete-background-color: var(--cl-color-success-01); --rff-indicator-incomplete-text-color: var(--cl-color-text-01); --rff-indicator-complete-text-color: var(--cl-color-text-on-color-01); --rff-indicator-incomplete-border-color: var(--cl-color-border-03); --rff-indicator-complete-border-color: transparent; margin: 0 auto; max-width: 720px; container-name: msf-container; container-type: inline-size; &.-dark { --rff-indicator-outline-color: var(--dark-theme-background-02); } } .msf-header { text-align: center; margin: 2em 0 0 0; } .msf-progress-bar { position: absolute; z-index: 0; top: 50%; left: 0; right: 0; transform: translateY(-50%) scaleX(0); opacity: 0; height: 2px; background-color: var(--light-theme-border-02); transform-origin: left; } .msf-container[data-show-steps='true'] .msf-progress-bar { animation: msf-progress 1s linear forwards; } .msf-progress-header { position: relative; max-width: 860px; margin: 1rem auto 2.5rem; } .msf-indicators { list-style: none; width: 100%; display: flex; justify-content: space-between; flex-direction: row; } .msf-indicator { position: relative; z-index: 1; display: flex; justify-content: center; align-items: center; width: 2rem; height: 2rem; color: var(--rff-indicator-incomplete-text-color); background-color: var(--rff-indicator-incomplete-background-color); border: 2px solid var(--rff-indicator-incomplete-border-color); border-radius: 50%; outline: 8px solid var(--rff-indicator-outline-color); scale: 0; transition: 0.3s background-color linear; font-size: var(--font-size-h6, 1rem); font-weight: var(--font-weight-h6, 500); line-height: var(--line-height-h6, 1.75); } .msf-indicator .cl-icon { display: none; } .msf-description { margin-bottom: 1.5rem; } .msf-container[data-show-steps='true'] .msf-indicator { animation: msf-appear 0.3s ease-out forwards; animation-delay: var(--delay); } .msf-indicator.complete, .msf-indicator.active { background-color: var(--rff-indicator-complete-background-color); color: var(--rff-indicator-complete-text-color); border-color: var(--rff-indicator-complete-border-color); } .msf-indicator.complete .cl-icon { height: 1rem; width: 1rem; position: absolute; fill: currentColor; display: flex; } .msf-indicator.complete > span { opacity: 0; /* effectively visually-hidden */ } .msf { --current-step: 1; position: relative; margin: 0 auto; max-width: 1080px; overflow: hidden; padding: 0.5rem; } .msf-list { display: flex; flex-direction: row; flex-wrap: nowrap; width: 100%; list-style: none; transform: translateX(calc(-100% * (var(--current-step) - 1))); transition: transform 0.35s ease-in-out; } .msf-step { width: 100%; min-width: 100%; display: flex; flex-direction: column; align-items: center; visibility: hidden; } .msf-step[data-active='true'] { visibility: visible; } .msf-step-fields { display: flex; flex-direction: column; gap: 1.5rem; @container msf-container (width >= 600px) { flex-direction: row; } } .msf-field { max-width: 25ch; } .msf-legal { max-height: 0; overflow: hidden; transition: max-height 0.5s ease-in; text-align: left; font-size: var(--font-size-small); line-height: var(--line-height-small); margin-top: 1.5rem; } .msf-legal > p { font-size: var(--font-size-small); line-height: var(--line-height-small); } .msf-navigation { position: relative; width: 100%; display: flex; align-items: center; justify-content: space-between; padding-top: 2rem; } .msf-next { position: relative; } .msf-submit { position: absolute; right: 0; visibility: hidden; } .msf[data-step='1'] .msf-previous { visibility: hidden; } .msf[data-last-step='true'] .msf-next { visibility: hidden; } .msf[data-last-step='true'] .msf-submit { visibility: visible; } .msf[data-last-step='true'] .msf-legal { max-height: 100vh; } /* Component library validation */ .msf .cl-input .cl-input-status { display: none; } .msf .cl-input.-invalid .cl-input-status { display: unset; 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We’re sorry to see you go.</h3> <p>It’s never fun to lose a customer or a subscriber. But churn happens to even the best of companies.</p> <p>This type of response is the perfect opportunity to thank a customer for their business and encourage them to reconsider your company if their needs better align in the future.</p> <p><strong>For example:</strong></p> <hr> <p style="font-weight: bold;"><span style="color: #999999;">While we’re bummed to say goodbye, we’re glad you decided to choose us while you did. If you wouldn’t mind, we welcome your feedback via [SURVEY LINK], so we can continue to improve upon our products and services.</span></p> <hr> <p><strong>Why it works:</strong> This response shows gratitude toward the customer even if they are no longer using your product or service. It also opens up an avenue for candid feedback and additional insights into why the customer decided to leave.</p><a id="A5" data-hs-anchor="true"></a><h2>Canned Responses Customized for Your Business</h2> <p>Once you've set up your canned responses, the work is far from over. Make sure you periodically review the responses and track how customers react to them. This will help you optimize your canned responses and tailor them to your customer base accordingly.</p> <p>To wrap things up: Canned responses can help streamline your customer service efforts. And when your support communications are efficient and effective, both your team and the customer will reap the benefits.</p> <p><em>Editor's note: This post was originally published in August 2019 and has been updated for comprehensiveness.</em></p> <p><span class="hs-cta-wrapper" id="hs-cta-wrapper-623eeb48-feb1-4aab-8bc4-965bf842184c"><span class="hs-cta-node hs-cta-623eeb48-feb1-4aab-8bc4-965bf842184c" id="hs-cta-623eeb48-feb1-4aab-8bc4-965bf842184c"><a href="https://cta-redirect.hubspot.com/cta/redirect/53/623eeb48-feb1-4aab-8bc4-965bf842184c" target="_blank" rel="noopener"><img class="hs-cta-img" id="hs-cta-img-623eeb48-feb1-4aab-8bc4-965bf842184c" style="border-width:0px;" height="226" width="646" src="https://no-cache.hubspot.com/cta/default/53/623eeb48-feb1-4aab-8bc4-965bf842184c.png" alt="New Call-to-action"></a></span><script charset="utf-8" src="/hs/cta/cta/current.js" nonce="qI8k0v1CL83XENZITmpKBQ=="></script><script type="text/javascript" nonce="qI8k0v1CL83XENZITmpKBQ=="> 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20 Quick & Easy Canned Responses to Improve Your Customer Interactions