Has your company embraced text messaging as a customer communication channel? Today, 48% of consumers said they prefer direct business communication via text. But what happens when you receive texts after business hours or on weekends and holidays? Auto-reply texts to the rescue! The automated reply is not a new concept. You probably have an after-hours voicemail and out-of-office message email set up for your business already. But auto-reply messages can save time by providing an even faster communication channel that informs and assures your customers when you cannot respond. Automated reply messages are an effective tool in any marketer’s toolbox. Today, we’ll share some auto-reply message samples for business and best practices to help you get started.
Why are auto-reply messages important for businesses?
Automated reply messages are a great way for businesses to fulfil customer support expectations of receiving a prompt response to 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.
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 replies and 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 reply does 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.
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 that can be offered to customers are:
- Contact forms
- Hotline number
- Live chat
- Email address
- Support section
- Business chatbots
Having a professional Automated reply when you are busy enough to answer customer queries right away can set the right tone for your business and inform customers when they can expect to receive the response.
It makes a positive difference when you create auto-reply messages that adhere to the basic elements of personalized messages followed with greetings.
Here are some good examples of Automated replies that businesses can follow:
- o [name] good morning! All our support agents are busy right now. Your estimated queue time is 6 mins. Thank you for reaching out to us.
- Hey [name] Very good morning to you! I am sorry that you need to wait for [time] as all our support executives are busy. We appreciate your patience. Thank you!
Out-of-office automated reply messages
Out-of-office (OOO), messages can be an incredible tool to fuel your success. A good away message allows you to tell your customers that you’re away and encourages them to move within the sales funnel with more ease. Using Automated replies during holidays or conferences can create social connections with recipients.
Some examples of out-of-office autoresponders:
- Hello! I’m going to be out of the office until [date]. If you need something before then, please contact [colleague] at [email] or [phone number] to receive assistance.
- Hello! Thank you for your email. I am out of the office right now but get back to you ASAP. You can expect a reply by [day] latest. For anything you need right away, you can contact [alternative contact option].
General Auto-Reply Texts
A general auto-reply confirms you have received a customer’s message and will be in touch soon. Since this is typically the first message a customer will receive from you, include your business name, hours of operation and a link to your website for more information.
Thank you for reaching out to [Business Name]. We have received your message and will be in touch within [Time Frame].
Hi there! We just wanted to let you know we received your message and will be in touch before our offices close at [Closing Time].
New Customer Welcome Texts
When one of your leads becomes a paying customer, staying connected with them is essential. If you cannot reach out to your customers right away, auto-reply messages are a quick and effective way to thank your customers for their business.
Thank you for your recent purchase from [Business Name]! Please contact us if you have any questions or visit our website: [Website URL].
Thank you for your interest in [Business Name]! [Team Member] will be in touch by the end of the day to schedule a time to discuss your questions.
Thank You Texts
If a customer leaves your website without buying anything, an auto-reply text message is an opportunity to incentivize them to complete their purchase with a special coupon code.
Thank you for visiting [Business Name]! Use the code SALE20 to save 20% on any one item on your next visit.
Thank you for contacting [Business Name] through our website. We’ll follow up with you soon, but in the meantime, you can learn more about us here: [Website URL]
Best Practices for Creating Auto-Reply Messages
While auto-reply text messages offer many benefits, a few unprofessional text messages are enough to damage your business’s reputation. Here are five best practices to help you craft the best automatic replies.
Check to make sure your auto-reply text doesn’t have any spelling or grammatical errors and uses friendly, professional language that is easy to understand.
Include Relevant Links
Add links that will be useful to someone who has reached out to you, like a link to a list of services on your website or a landing page for a new product.
Include important information like dates, times and contact information that cannot be misunderstood. For example, write dates like “Feb. 4” instead of “2/4.”
Set Clear Expectations
Inform your customers when they can expect a response from you so they don’t feel like they’re waiting for an unknown amount of time.
Provide Alternative Ways to Contact You
Offering other forms of communication helps customers feel more comfortable, especially if they have an urgent request. Alternative options could include:
- Email address
- Website link with a support section or live chat
- Contact form
- Hotline number