Use canned messages to ensure friendly, quality conversations with customers.
Your CSRs can use preset templates or ‘canned messages’ to communicate with customers in the SMS and Live Chat portals. This feature also saves your CSRs time.
💡 Pro Tip #1: Don’t forget that these messages are used repeatedly, so make sure they’re grammatically correct. You may want to have your resident English expert write these canned messages.
💡 Pro Tip #2: When texting customers, we recommend that you do not ask them to call your office unless it is necessary. If they have texted to schedule an appointment or ask a question, it is likely that they do not have time to call or find it inconvenient. Follow these best practices for sending SMS messages to customers.
1. Access Canned Messages During a Conversation #
You can easily access your canned messages while you’re having a conversation with a customer.
#1: Click the gray plus icon to the left of the text box where you type your message, then click the three gray bars icon.
You’ll then see a pop-up window with all of your canned messages.
#2: Choose a canned message.
Click on the appropriate canned message in the pop-up to select it.
#3: Send the canned message.
The text box will auto-populate with the selected canned message. Click the send button to send the message as is.
You can also add additional information or edit the canned message as needed before sending it.
2. Create Canned Messages #
You can create as many canned messages as you need.
#1: Log in to your ServicersWeb Client Portal and navigate to the Canned Messages tab.
#2: Click the Add New button.
#3: Add Title and Text to your message.
Give the message a title that your CSRs can easily identify. Then fill in the text you would like the customer to receive when they’re sent this message.
You can add placeholders to remind the CSR to fill in the customer’s name, date, etc.
#4: Edit or Delete Canned Message
You can edit or delete a canned message at any time. Just click the Pencil icon the Edit and the Trashcan icon to Delete.
3. Canned Message Ideas #
Need a little inspiration for your canned messages? Browse the list of ideas below.
Answers to Customer Questions
CSRs can use these to easily answer customer questions and keep control of the conversation, steering the customer to schedule an appointment.
What is Your Service Call Fee? – Our service call charge is $89.00. This covers the cost to send a technician to your home and diagnose the problem. This fee is waived if you choose to go forward with the repair.
How Much Does the Repair Cost? – We cannot estimate a price for the repair until an accurate diagnosis is performed. Our service call charge is $89.00. This covers the cost to send a technician to your home and diagnose the problem. This fee is waived if you choose to go forward with the repair. Our next available appointment is on **DATE**. Does morning or afternoon work better for you?
Do You Have Any Availability Today? YES – Yes, we have an appointment available for **TIME**. Does that work for you?
Do You Have Any Availability Today? NO – No, unfortunately, we are booked for today. However, our next available appointment is on **DATE** at **TIME**. Does that work for you?
Do You Service My Brand? YES – Yes, we do repair that brand. Our next available appointment is on **DATE**. Does morning or afternoon work better for you?
Do You Service My Brand? NO – No, unfortunately, we do not service that particular brand. However, Company XYZ does. I apologize that we couldn’t help you with that.
Do You Service My Area? YES – Yes, we service that area. Our next available appointment is on **DATE**. Does morning or afternoon work better for you?
Do You Service My Area? NO – No, unfortunately, we do not service that area. However, Company XYZ does. I apologize that we couldn’t help you today.
Where Are You Located? – Our main office is located in Auburn, but we service a wide area. What city do you live in?
Appointment Messages
You can send these messages via text to communicate with existing customers.
Confirm Appointment – Hello, this is Appliance Repair Biz. This is to confirm your appointment for **DATE** at **TIME**. Please press 1 to confirm. If you need to reschedule, please call or text our office at 555-555-5555.
Technician on the Way – Hello, this is Appliance Repair Biz. A technician is on his way to your home. He will arrive in approximately 20-30 minutes.
Reschedule Appointment – Hello, this is Appliance Repair Biz. We apologize, but we need to reschedule your appointment that was booked for **DATE** at **TIME**. Please call or text our office to reschedule at 555-555-5555. We apologize for the inconvenience.
Change Time Frame – Hello, this is Appliance Repair Biz. We have moved your appointment time frame from **TIME** to **TIME**. Please reply 1 to confirm. If this does not work for you, please call or text our office to reschedule. Thank you.
Received Parts – Hello, this is Appliance Repair Biz. We have received the part needed for your repair. Please call or text our office to schedule an appointment. Thank you.
Earlier Appointment Available – Hello, this is Appliance Repair Biz. We had a cancellation on **DATE** at **TIME**. If you would like to take this appointment time, please contact our office. Thank you.
