Imagine if you contacted a business for support and have not heard back from them for a few days. Isn’t it a frustrating situation? This is one of the common scenarios many customers face as businesses fail to understand problems by putting themselves in clients’ shoes.

After one negative service experience, 51% of customers will never do business with that company again. Hence, delivering excellent service is the most important part of customer retention strategies. Auto reply messages are the best ways to maintain a transparent connection with your clientele.

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Automated reply messages can keep customers informed with the right responses that show your care towards them. With modern applications of Artificial Intelligence (AI), there are new avenues to automate your customer communication and handle customer requests more efficiently.

What is an automated reply message?

Automated reply messages are predefined responses used to communicate with customers across specific scenarios and keep information transparent. It helps customers to understand what is actually happening – whether your agents are busy, out of the office, or on holidays.

Automatic replies help to stay connected to customers even if the particular channel is not available at that moment. When you are out of the office or busy, it is extremely helpful to provide personalized messages as it gives satisfaction and positive brand experience.

Why are auto reply messages important for businesses?

Automated reply messages are a great way for businesses to fulfill customer support expectations of receiving a prompt response for their chat or email requests. Automated reply messages empower businesses to:

Maintain transparent communication with customers and keep them informed in terms of managing their queries.
By setting automated email messages, businesses can have continuous customer engagement via alternative channels.
Customer value brands that deliver prompt responses. With auto reply messages, brands can acknowledge customer support requests that boost satisfaction.

Best practices of creating auto reply messages

Businesses rely on delivering excellent examples of automated reply messages to manage customer expectations and make them feel valued. However, it is recommended to follow the key ideas for creating professional auto reply messages to provide instant communication.

Let us discuss the best practices comprehensively.

1. Set clear customer expectations

One common challenge faced by customers is auto reply email or text messages lack a specification about the estimated wait time to get answers for their queries.

Here are common examples of automated messages received by customers.

“We will get in touch with you very soon”.
“Thank you for reaching out to us”.
“Our representative we contact you ASAP”.

The above automated messages do not sound assuring as the time is not specified in terms of hours, days, or week. Here is a good example that businesses can follow to deliver effective customer service communication.

Providing estimated time to customers for getting responses is the first and foremost best practice to be followed by businesses. Usually, when customers know what the wait duration is, they are not very frustrated. Hence, setting clear expectations is crucial for delivering excellent service.

Help your users know when to expect a response. It’s easy to show customers your team’s availability and let them know when they can get assistance from your team. You can manage their expectations by setting your office hours and expected response time.

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2. Provide alternative ways of customer contact

Businesses that send autoresponder messages need to ensure that they provide alternative contact options. The automated email responses or text messages should clearly mention what way customers can reach out to the business.

Here is an auto reply message example that provides an alternative email contact option to assist customers during the absent period. Thus, helping customers not to make impromptu decisions and understand the next course of the move.

The alternate contact options can be offered to customers are:

Contact forms
Hotline number
Email address
Support section

When you share transparent business information and provide alternative ways when the relevant channel is not available, it delivers a delightful service experience.

3. Focus on the language tone

The language tone is a crucial component of your brand messaging. It includes various aspects of communication, such as the words used, the level of formality. Implementing a good language tone enables businesses to unify the way it communicates.

While creating auto responding emails it is vital to focus on the tone and language. It means:

You should avoid technical jargons
Avoid complex vocabulary that creates confusion
Maintain a friendly tone

Just imagine the ease your customers feel when they receive a warm and friendly automated message that sounds human. Hence when you craft autoresponders, keeping your brand’s voice and style is very important to give a human touch.

You must pay close attention to signs of negative language or tendencies to sound monotonous. Instead, you can use simple, everyday vocabulary to convey your message.

4. Give the “what next” option to customers

Automated email messages generate a 70.5% higher open rate and a 152% higher click-through rate than standard marketing messages. Briefing what would be the next step of action gives customers transparent information.

If your auto reply messages give customers the ‘what next’ picture it will make customers feel that you as a brand can visualize their problem by putting in their shoes.

Acknowledging the customer support messages with well-designed auto responders helps them to know what will be your next step for the request they have raised. They become sure that you as a business are looking into the issue and they will get the resolution soon.