Customized Messaging Improves Customer Service

Since its inception, Live2Support live chat software has provided chat operators with the ability to send pre-written messages to  chat customers. Also known as automated messaging or canned messages, these thumb nails of information are created well in advance of their deployment and saved for instant access. Canned messages include welcome and exit greetings, polite salutations, general information about your company and customized messaging based on patterns of interaction that tend to evolve when live chat is used regularly on a website as a key customer engagement tool.

Highly Improved Interface for Canned Message Interaction

The current version of Live2Support both in the web-enabled and the Windows versions makes it possible for your chat operators to deliver canned messages intuitively without having to click a confusing number of drop down boxes. Given the fact that canned messages are required to be sent within a very short response time window of one or two seconds, the enhanced system now in place and currently in use adds direct load-and-send functionality to your canned messages.

Canned message Categories

You can now clearly set up various categories of messages and quickly cycle between these categories instead of having to go through the entire list of canned messages. Pick from the General Category or create your own category complete with customized messages. If you choose, you can even replace the default canned messages with your own customized messages. Run a quick count of your most frequently used canned messages and place them in the general category for instant access. You can now click these messages directly from a list box, load them into the chat window and click “Send.”

A Few Tips on Creating your Own Canned Messages

Your canned messages should be customized with your company’s name. For example, “Welcome to our website”, although grammatically correct, isn’t as impactful as “Welcome to GreatGifts.com.” Keep your messages short and use personal pronouns as much as possible. Run a grammar and spelling check prior to deployment. Most importantly, conduct a dry run and beta test your canned messages. This will ensure that your chat operators send out the right canned message for the right context. Check chat transcripts frequently just in case one of your chat operators is experiencing any confusion  about which message to send at what time. Your canned messages should always be clear and coherent. Drop us a note if you experience any difficulty with using canned messages or have a question for us. Better still, send us a canned message!!