Supercharge your customer service with templates

Today’s consumers are an increasingly impatient bunch. According to recent stats, 90% of people believe “immediate” responses are essential or very important for customer service – and it’s easy to see why. As digital technologies improve, brands are growing ever more capable of delivering fast answers to complex questions.

While you may believe your customer service operations are as quick and efficient as possible, we have a secret weapon up our sleeves that could save even more time and effort – templates.

How templates could save you time

Response templates are standard replies to a range of customer service scenarios, such as welcome messages or targeted promotions. As well as saving your customer service representatives from tying long messages, templates help to reduce problems surrounding poor grammar and spelling. Plus, you can combine templates with automation technologies to improve your response times even further.

Of course, you’ll need to spend some time drawing up templates for as many different scenarios as possible. Here are a few examples:

1. Greetings: “Hi there, I’m [agent name]. Tell me a little more about your query and how I can help!”
2. Holding responses: “Thanks for contacting [business name]. I’m afraid we’re out of the office for a few days and will respond to your enquiry as soon as we’re back.”
3. Booking confirmations: “Hi [customer name], thanks so much for booking an appointment with [business name] at [time and date]. We look forward to seeing you soon!”
4. Order tracking: “Hi [customer name], we’re just letting you know that your order has been dispatched and should be with you soon. You can track the location of your parcel at the following website: [link].”
5. Refunds and returns: “Hi [customer name], thanks for getting in touch about a refund. Please ship your item(s) back to us within 14 days, and we’ll refund your purchase in full.”

If you’re looking to up your customer service game, and send personalised messages that address queries or complaints before they escalate into something that could harm your brand image, Fuzey is here to help. We can help you centralise all your communication channels and automate your responses to ensure you never miss an enquiry. Create templates to send via channels such as email, SMS, Instagram, WhatsApp, and Facebook Messenger. Fill out the form below to get started!