For any business, strong communication with customers and leads is a pillar of good relationship. Even more, reactivity has became a key asset when building a great brand identity.
As 32% of companies already use AI to augment their customer service, it is believed that automation is becoming a key asset in the customer service field.
Email is still a channel that is highly used when contacting business. Nevertheless, other channels such as messaging apps and live chat are growing fast. Not taking them into account could lead your company to poor customer service.
Auto responder, also known as automated reply message, are useful in multiple situations. It's not only an email thing anymore. People now want convenience and efficiency, so businesses must take advantage of digital communication channels.
Over this article about automated reply message, you'll get:
- An introduction about automated reply messages and multichannel auto responder 🧐
- Why automatic answers have evolved 🚀
- Specific autoresponder examples to handle multi-channel conversations 🏆
What is an automated reply message?
Historically, auto responders have been set to empower businesses that wanted to build better relationships, automatically. Especially using emails.
To give you a quick definition, here is how it is defined on Wikipedia: "An autoresponder is a computer program that automatically answers e-mail sent to it"
Quite basic, isn't it? This definition may not have been modified for a while.
To give you a better definition, an autoresponder is a tool that lets you set predefined messages based on multiple criterions such as: message origin, team availability and message pattern. Thanks to the autoresponder, you can answer customers automatically based on their inquiries.
It lets you automate the 1st level of interaction that is genuinely know as repetitive and boring for customer support team.
As quickly mentioned, autoresponder used to be an email thing only. Nowadays, we see multichannel autoresponder rising to help companies scale their customer relationship on multiple channels.
What is a multi-channel automated replier?
A multichannel auto-responder is an autoresponder that has the ability to answer the same message on multiple channel.
Depending on the origin of your messages, companies can set specific answers to bring automated responses to their leads or customers.
Still looking for some advantages to set auto reply messages inside your company? Here are 4 definitive assets that will push you to set automated replies inside your company:
- Set expectations automatically
One of the main point of auto reply messages is setting expectation. when can the other side ('aka' your customer) can expect an answer? It has been shown that a known wait feels shorter than an unknown wait.
This resonate especially in customer support as you may find lot of answers lacking a specification about the estimated time to response.
Now, some modern live chat display this information immediately to customers but not each of them.
A common mistake in out-of-office replies is stating that you might check your email now and then. That resolution is easily neglected when enjoying beaches and coconuts. Be honest, you'll get back to them when back from holidays.
- Add transparency
Transparency is another important ingredient to bring into multichannel auto messages. This is mainly due to the power of the "Because". In a famous Harvard study, the researchers asked people queuing to use a print whether they could cut in line. Here are the three sentences they used:
"Hello, I have 5 pages, May I use the machine?"
"Hello, I have 5 pages. May I use the machine because I'm in a rush?"
"Hello, I have 5 pages. May I use the machine because I need to print?"
Option 2 (94% success rate) naturally beats option 1 (60%); you can empathize with someone in a rush. The real surprise came from the minimal difference between options 2 (94%) and 3 (93%).
What does it mean to our business? Well, instead of stating that you're on vacation, simply indicate that you're not able to check your email and explain why.
For support replies, it works the exact same way, we will review this a bit later in the article.
- It offers alternative options
The advantage of multichannel auto messages is the ability to get in touch with you on various channels. Setting a multichannel responder means you're able to support customers on multiple channels, which is great!
Live Chat, Facebook Messenger, Text messages or any other channel can bring happiness to your customers.
For example, here is an example of how you can build a facebook autoresponder using a third party app:
Why autoresponders aren't related to email anymore?
67% of consumers expect to use messaging apps when interacting with a business.
According to Chatbots Magazine, just over two-thirds of people now expect to see or use messaging apps when talking to a business. Not only are messaging apps a quick, convenient way for consumers to reach out to customer support, but the use of chatbots makes customer service operations more efficient and cost-effective for businesses.
And this that simple, emails isn't the only channel anymore. Nowadays, companies have to deal with multichannel messaging, that's why autoresponder have to adapt themselves to help their customers the best way.
Automatic reply messages examples for your business
Over this part, we will cover some examples of automated messages to give you some ideas.
We will cover emails, live chat and also text messages.
Automated email responses examples
This is the most popular category as autoresponder have been created for emails. Here are few examples of auto response for email that will let you automate some answers.
The well-known out of the office automatic email
Sorry I missed you! I’m currently out of the office with limited access to email. If you have a question about billing, please contact our Billing Department at [Email]. If you’d like to a book a service, please schedule your appointment online at [Link] or contact [Support Staff Contact Information] for more information.
I will follow up once I’m back home, but in the meantime, the team will take great care of you in my absence!
The working-hour automatic email
Thank you for getting in touch. We’re working on your request—hang tight! We will get back to you within 8 business hours (Monday - Friday 9 am to 6 pm EST).
Here are some important links that might direct you where you need to go:
Scheduling: [Web Page Address], [Phone Number]
Pay Your Invoice: [Web Page Address], [Phone Number]
Please note that this email can (and should be) combined to a chatbot that can answer customers' question.
Live chat auto reply messages samples
Live chat is quite different from email as it requires much more instaneity. Over these examples, you'll be able to
The weekend responder
Hi! Our support is closed on weekends (Saturday & Sunday). You may still ask all your questions right now.
We will follow up on Monday. Until then, have a great weekend! ;)
The competitor responder
Hey, regarding <your competitor> here is how we compare:
- Asset 1
- Asset 2
- Asset 3
The internal responder
Hey <name of your employee>, I have a question for you
// @<your employee name>
This one use private note to mention automatically an employee that has been mentioned by a customer or a lead. It's the perfect way to bring in more contextualization and personalization.
The feature responder
Hey, thank you for requesting more information, here are some articles that should help you to better :
- <url 1>
- <url 2>
- <url 3>
The GDPR responder
Hey, here is our policy regarding GDPR: <url>
The integration responder
Hey, we do have the <integration name> plugin, here is a way for you to add it to your account: <url>
There are many more examples available. Please note that those are also available for social inboxes such as Twitter or Facebook.
On a global scale, the team inbox will make companies' life easier.
Text message auto reply message examples
Text messages are very personal and get a very high deliverability and open rate. They are very powerful when trying to reach a customer or a lead.
The appointment reminder
Hey <customers' name>, quick reminder about your meeting tomorrow with <employee name> at <address>
The Opt-in responder
Hi <name>, thanks for opting in for SMS updates from <your company>! Please reply with Y to confirm. You can text STOP at any time to unsubscribe.
The SMS status alerts
Hello <name>, this is <employee name> from <your company>. We are still working on your order, but we expect that it will be complete by <date>. Please text back if you have any questions!
As you can see there are lots of different business examples where auto reply messages are great for your company.
As long as it doesn't get too spammy or too impersonal, it can get your customers or leads very happy and give them the extra mile they're looking for.