Effective communication is the backbone of any business. While you may have closing hours, your customer with a problem or an inquiry does not. To keep your customers and attract newer ones, you need to provide great customer service. The backbone of customer service is timely intervention and response to an inquiry.
It is unrealistic to expect to answer customer inquiries immediately after they come in. When you can’t reply, an automatic reply message should give the customer information they need at that point. If a customer inquires about a product or service and is not responded to for hours on end, they may take the next route to your competitors.
What are Automatic Reply Messages?
Automatic reply messages are messages that are set as responses to communicate with customers across different platforms. An automatic reply message is there to explain to your customer why you’re not there. An automatic reply message could tell your customer if you’re out of the office, out on vacation, on holiday, or will be back in the office in a couple of hours.
Automatic reply messages keep your customers engaged with the information they need at that particular time. In most cases, it doesn’t solve the customer’s problem, but it gives them the information on what to do next, or when you will be available to handle their inquiry.
The Importance of Automatic Reply Messages
Automatic reply messages improve your customer service by providing prompt responses to your customer inquiries. Automatic reply messages help your business to:
- Tackle the most important part of customer service – prompt response. Automatic reply messages make this a reality and create a better bond with your customers.
- Create continuous interactions across your platform whenever you’re away. If you’re away for whatever reason, your social media remains active with response to inquiries.
- Lead customers to self-help channels. If you have a self-help option optimized in your business, an automatic reply message can guide the customer there to solve the inquiry themselves.
How to Write Automatic Reply Messages
Well-written auto-reply messages can make your customers feel valued, seen, and understood. When writing automatic reply messages, there are vital components that should not be omitted in your email.
- Set a clear timeline
A general mistake businesses make with their auto-reply messages is they fail to set a specific date. The reason for automatic reply messages is to reassure your customers by making them know that you’re going to be responding to their queries soon. An automatic reply that lacks a specific timeline counter this.
Here are a few examples of automated messages without specific timelines.
“We’ll get back to you as soon as possible.”
“Our customer representative will contact you soon.”
“Thank you for lodging your complaint; we’re going to resolve it ASAP.”
The automatic reply messages above do not sound assuring in any manner. If anything, it makes the customer believe their complaints are going to be swept under the rug.
Your automatic reply message should be time-specific. It should state when you’re going to get back to the customer, and it’s equally as vital that you reply when you say you will.
If you don’t know when you’ll get back to the customer, you should set a specific time frame. An example of this would be, “We’ll get back to you within 48 hours.“ Or “We’ll get back to you ASAP, latest on Monday.”
Giving customers estimated time to respond to them is standard practice for businesses that aim to improve customer satisfaction. When a customer knows when you’ll respond to them, it reduces their frustration.
It’s also advisable to set specific office hours and response times. So, before a customer messages you, they know when to expect a response to their inquiry.
- Have alternative contact options for serious inquiries
When setting up automatic reply messages, you must provide alternative contact options for serious inquiries. The automated reply message should clearly instruct your customers on the action to take when their inquiry is time-sensitive and needs to be acted upon immediately.
Here’s an example of an auto-reply message that provides alternate messaging routes.
For urgent inquiries, you can reach our sales representative Sam on 123-456-7890 or send me a personal email at [email protected]
Providing alternative contact options in your automatic reply message creates a better experience for your customers.
- Write your automatic reply message in the right tone
When writing your auto-reply message, you have to remember that your customers are already distressed or even angry. So, when writing your automated message, you should choose the right tone that’ll set your customer at ease. In doing this, It would be best if you steered far from unnecessary wordings that do little to lessen your customer’s current worries.
Your automatic reply message should provide solace for your customers.
- Personalize your message
Personalizing your automatic reply message creates a connection between you and your customer. If done right, personalizing your automatic reply messages can make your customers feel at ease. You can personalize your auto-reply message by adding a picture, a meme, etc.
Samples and Examples of Automatic Reply Messages
Automatic reply messages do a lot of good for your brand. It goes a long way to sate your customer and buy you time to reply.
Here are some automated reply messages for different platforms.
Automatic Reply Messages for Live Chat
If a visitor lands on your website to lay a complaint or make an inquiry and find nothing there, they may leave immediately. It’s essential to capture anyone that comes to your website, and an automated reply live chat is the most effective way to do this for your website.
Automatic Reply Messages for Live Chat Samples
Hello, thank you for reaching us. Our operation hours are from 9 am to 4 pm. You can fill the form below, and our support team will contact you with 24hours.
Hi, thank you for contacting Woculus. Kindly read our FAQs here to find out possible solutions to your complaint or inquiry. You can fill the form, and our customer support team will get in touch with you in 48hours.
Thank you for contacting Orange.com. Our office hours open hours are 10 am to 5 pm on weekdays. Please fill the form below with your inquiry, and we’ll get back to you with 24 working hours.
Automatic Reply Messages for WhatsApp
WhatsApp Business makes automation easy like other mediums. It’s not easy to be at your customer’s behest at all times. This is why to respond in time to inquiries, you need one form of automation or another. Here are some automatic reply messages for WhatsApp.
Automatic Reply Messages for WhatsApp Samples
“Hello! Thanks for your message! We’re currently unavailable, but we’ll get back to you within 24 hours! Thank you, the Woculus team.”
“Thank you for your message. We’re unavailable right now but will respond as soon as possible.”
“Hello! We’re out for the weekend and will not be available till 9 am on Monday. For urgent inquiries, please call 123 456 7890.”
Automatic Reply Messages for WhatsApp Samples for Holidays
“It’s Christmas! This means we’re working harder than usual and, as such, we cannot respond to you right now. No worries, we’ll get back to you as soon as possible. In the meantime, you can check our store for products. “
“Merry Christmas and a great new year! Please let us know if you have any questions or inquiry and we’ll hop on Santa’s and reply to you in no time!”
Here are More Automated Reply Samples for Different Occasions
“Thank you for reaching out to Designer Inc. We’ve received your message and will reply within 24hours.”
“Thank you for reaching out to us! We will be in touch ASAP. In the meantime, you can find some answers to your inquiries on our FAQ page. Take a look here.”
“Hello! We’ve received your message, and we’re dedicated to serving you better! A member of our customer support team will reach out to you shortly to handle your inquiry! Thank you!”
When writing automated messages, there are general rules that cut across all platforms. Automated replies follow the same principles across all platforms.
If you’re a business that provides time-sensitive services and cannot afford a 24/7 staff, you must provide an alternate route for customers to pass inquiries through. The samples in this email can serve as guidelines for creating your automated reply messages.