There are tens of thousands of web development companies in the world, but not all of them are successful. Customer service is key to a business's survival in this fiercely competitive market. Businesses that offer outstanding customer experience often see 7.1 times more revenue growth than their competitors.

As a web development agency, you should be engaging with customers at every stage of the sales funnel, from answering pre-sales questions to offering post-sale support. Most customer questions are generic in nature, but you still need to respond quickly and with personalised answers.

Canned responses are an important resource to simplify this job for your marketing and customer service teams. These help to improve customer experience while streamlining the working process of your team. Canned responses differ from automated responses, which are often robotic and impersonal, making it difficult to appease clients.

In this guide, we’re discussing the best canned responses for web development agencies.

What are Canned Responses for Chat Support?

Most modern websites allow customers to chat with the company’s customer support or sales team. Canned responses are a pre-determined set of answers that are used to answer customers’ frequently asked questions. They’re more descriptive and personalised than automated responses, making the client feel like someone on the other end is listening to their query and typing out the answers.

A customer support agent will monitor the entire conversation, but instead of typing out the answer, they’ll use canned responses. This reduces the interaction time and keeps the queue moving.

A quick response time improves customer satisfaction levels. With the best canned responses for live chat, businesses can maintain their brand voice and consistency across all communication channels.

Canned responses can be used in emails, live chats, texts, and social media messages. Let’s look at some canned response examples a web development agency can use.

5 Best Canned Responses for Web Development Agencies

1. ‘Hello, How may I help you?’

One of the best canned response examples is the initial greeting that clients receive when they enter a live chat with a customer support executive. By keeping the greeting short, personal and, more importantly, human, you make sure the user feels comfortable to proceed with their query.

Here’s an example:

Hi (Name),

I’m (name of agent) and I’ll be assisting you today. Please let me know how I can help you.

2. ‘We’ve received your concern and are working on it.’

This complaint response is another of the best canned responses for web development agencies that can be used in live chats and emails. If a client raises a complaint, it’s important to immediately acknowledge their concern and inform them that you are on top of the matter. This will help them feel comforted as your team works towards a solution.

For example:

Hi (Client Name),

We’ve received your complaint regarding (problem statement), reference number (xxxx). Our team is working diligently and will offer you a resolution within 72 hours. For further queries, please contact us at (contact email or number).

3. ‘The issue is fixed.’

As a web development agency, you’ll find customers contacting you for troubleshooting and fixes. Once the issue is resolved, you can send canned responses to email informing your customer about the resolution.

You can tailor the response with the specifics to make the response appear personalised. For example,

Hi (Client Name),

Our records show that you reported (a technical issue) on (date). We’re pleased to inform you that our team has now resolved the problem. We appreciate your patience. If you have any other queries, please contact us at (contact email or number).

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4. ‘Send us your valuable feedback.’

Feedback helps a company to grow, whether it comes after a client has purchased their IT product or after a complaint resolution. This provides an opportunity for your customer to be heard and to express their appreciation or concerns.

By sending personalised responses to email after a few weeks of purchase or problem resolution, you’re demonstrating that your brand is proactive and professional, making it a great marketing strategy. For example,

Hi (Client Name),

Thank you for choosing us for your (product/service name)/ We’re glad to have resolved the problem you were experiencing, as reported on (date that problem was reported). We’d love to hear about your experience with our team member (name of executive). Please share your feedback on what went well and how we can further improve our services.

5. ‘Here’s a quick fix to your problem.’

As a web development agency, you’ll often find your clients reaching out to you for small problems that don’t require the intervention of an engineer. You can create canned responses for chat support to resolve these minor issues with DIY fixes.

A quick solution will increase customer satisfaction while improving your brand value. For example:

Hi (customer name),

I’m here to help you fix the (problem statement) in just a few easy steps. I’ll guide you step-by-step so you can easily get to grips with the control panel. You can start by…

QualityHive Helps You Stay On Top Of Your Feedback

The best canned responses for web development agencies will take care of your front-end customer service. For back-end internal communication, using QualityHive is the best solution.

QualityHive helps you stay on top of the feedback and tasks. Whether it’s a client issue that a developer needs to address or feedback from the QA or product team, with QualityHive, you’ll always know what task is pending and what has been resolved.

Our tool’s features like an interactive Kanban board, video recording, JavaScript error monitoring, automatic screenshot capturing, and browser information capturing make the role of a web developer hassle-free.

To know more about our product and how it can change your agency’s working process, book a free demo today.