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The Guide to Becoming a Top Performing Live Chat Agent

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Chapter 4

Canned Messages Are Great, But…

Canned messages – pre-written messages to frequently asked questions that operators can select and send instantly without typing the message out – are one of the options included in your live chat software that makes handling concurrent chats much less overwhelming.

While canned messages are indeed intuitive “quick-launch” tools, you must be careful not to overuse them.

Overall, customers are very pleased with the way live chat works, and how it allows them to contact brands or companies quickly. Still, some of the common customer complaints or unfavorable comments about live chat are regarding the use of canned messages due to multitasking concurrent chats.

According to eDigital Research, the most common feedback about live chat is the fact that customers often feel that they could never receive an operator’s undivided attention when handling their issue because they’re also chatting with other customers at the same time.

When using canned messages:

  • Personalize them with the name of your customer.
  • Avoid sending canned messages that sound too generic or robotic.

Remember, customers are usually perceptive at identifying canned messages, and may become discontented if they feel they are not receiving the personalized service that they want and deserve.

If you are relying heavily on canned messages to get through busy periods with multiple customers, you may want to invest more time in improving your typing speed and skills. In the end, nothing beats quick thinking and fingers for becoming a top performing live chat agent.