Responding to your customers promptly is extremely important when it comes to increasing customer satisfaction and retention. Valuing customer feedback and experience is crucial when it comes to optimizing your business. We believe that responding and updating your customers on their enquiries is crucial. Click here to read more about how to update your client’s on the process of resolving their enquiry through automatic emails. 

What are response templates?

We receive various kinds of messages in our team inboxes daily. It can get difficult to respond to each of these enquiries promptly with this large influx of messages. Not only can it become messy but it can also become extremely time consuming. With response templates, you can set up premade messages to send during appropriate situations. Click here to read more about about how to set up your response templates. Configuring the response templates to answer frequently asked questions is extremely beneficial.

How we optimize the use of response templates

Through our many channels and different brands, it can get difficult to organize all of the response templates. Each of the response templates are connected to a brand in order to mitigate any confusion. The search feature also helps massively when looking for specific response templates. We usually name our response templates with words that the enquiry would include. For example, if the client has an enquiry about Transifex, we would name the response template Transifex. If this phrase is searched for in the search feature, the template will be shown subsequently.

Manually searching through many response templates can take quite a bit of time depending on how many response templates are saved. This why the autofill feature is extremely helpful. When typing in the chatbox, if the first words match a response template, you will have an option to choose that response template. This is shown in the below GIF. 

We usually pre-configure response templates to reply to frequently asked questions. It can also be used for premade greeting messages. Preparing these messages beforehand can save you an incredible amount of time. 

However, predicting all enquiries is virtually impossible. In this case, we write our own answer in real time and then subsuently save it as a new response template. This is shown in the below GIF. We tend to make the message ambiquous in terms of who will recieve the message. This is due to the fact that the message will be sent to different clients in the future. If you would like to personalize these messages, you can configure a response template and then edit it once put in the chatbox. 

In order to make the response templates thorough and easily understandable to the audience, we usually attach one of our knowledge base tutorials. For example, if a user asks how to create automatic emails through campaigns, we would lead them to our knowledge base with the automated campaign tutorial. Click here to read more about how to make knowledge base articles.

With the use of response templates, you can send responses to your clients in seconds. This helps you save time and keep your customers happy at the same time. Use our response template feature to optimize your use of time.