Welcome to today’s “What’s That Feature?” Today we will look at “Canned Comments,” a feature of Email to Case Premium.
Customer support teams face a common challenge: consistent, personalized communication that also maximizes productivity.
Canned Comments streamline the support process, standardizing language while empowering support agents to customize the text as appropriate for each case.
Below we’ll explore the benefits of Canned Comments, and how you can easily integrate this Email to Case Premium feature into your Salesforce Org.
Eliminate Multiple Steps
To create consistent language in customer communication, most support teams work ad hoc, cutting and pasting text from multiple windows, and searching through spreadsheets to find the information they need.
There is also the multiple step process of stylizing the text, adding attachments, and including contact information. Each step adds a higher chance of making a mistake.
When using Email to Case Premium, agents access a streamlined page with all the necessary information. The Canned Comments feature offers a drop-down menu of pre-written responses while also allowing you to populate relevant information such as the customer’s name. Corresponding attachments are readily available, which means no more embarrassing follow-up emails apologizing for forgotten attachments!
Agents often encounter the same customer issues throughout the day. Without a process put in place, they end up writing responses to similar questions on-the-fly, or re-asking questions for clarification, resulting in inconsistency and loss of productivity.
WIth Email to Case Premium, agents do not need to recall resolutions or ask themselves if the content is accurate. Additionally, there is no need to check if the content is accurate because experts already approved the pre-written responses.
Canned Comments are just one of the many customer support features that Email to Case Premium has to offer. Contact us to see E2CP in action and try it today!
If you are already an Email to Case Premium customer, follow the steps below to start using canned comments.