Automatic responses refer to predefined replies that are sent out automatically without human involvement. They are commonly used to provide quick answers to frequently asked questions or common requests. Automatic responses allow companies and organizations to deliver timely responses at scale.
Why are automatic responses used?
There are several key reasons automatic responses are utilized:
- Improve efficiency – They save time and effort by eliminating the need for staff to manually respond to routine queries.
- Deliver quick replies – Customers get answers immediately instead of waiting for a response.
- Provide consistent messaging – Standard replies ensure that customers receive the same information.
- Handle high volume – Auto responses allow handling of more inquiries without increasing staff.
- Serve customers 24/7 – They enable responding to customers any time of day.
In summary, automatic responses enable organizations to handle high volumes of common inquiries in a quick, consistent and cost-effective manner.
Examples of scenarios where automatic responses are used
Here are some of the most common scenarios where canned or predetermined responses are utilized:
Customer service
- Acknowledging receipt of a customer request or complaint
- Providing shipping status updates
- Answering FAQs about products, policies, etc.
- Sending password reset instructions
- Following up on customer service inquiries
Auto responses allow customer service teams to instantly send common replies, freeing up staff for more complex issues.
- Out of office emails when someone is unavailable
- Responses to meeting invitations (accept/decline)
- New subscriber welcome messages
- Email newsletters or promotions
- Confirmation of receipt to email inquiries
Pre-written email responses help improve response times and ensure a consistent experience.
Chatbots
- Answering common questions from website visitors
- Providing account information
- Recommending products or services
- Collecting information from customers
- Scheduling appointments or calls
Chatbots leverage auto responses to deliver 24/7 automated customer service.
Text/SMS
- Shipping confirmation texts with tracking info
- Appointment reminders
- Alerts about sales, new products, etc.
- OTPs for two-factor authentication
- Text message support for common inquiries
Text auto responses provide fast answers and notifications to customers on-the-go.
Social media
- Thanking followers for mentions/shares
- Directing users to customer service channels
- Providing links to popular resources
- Promoting current deals and offers
- Responses to commonly asked questions
Auto responses on social media facilitate more conversations by enabling quick responses at scale.
Forms/online surveys
- Confirming form submissions
- Providing info after completing a quiz
- Redirecting users after filling out a survey
- Following up with next steps after signups
- Thanking users for providing feedback
Predefined form responses improve the customer experience by providing instant confirmations.
HR/recruiting
- Acknowledging job applications
- Sending rejection letters to unsuccessful candidates
- Providing details on next steps in hiring process
- Following up with candidates on status updates
- Answering common candidate questions
HR auto responses enable promptly informing candidates during the recruiting process.
Types of automatic response systems
There are different types of technologies and systems used to set up and deliver automatic responses:
Email autoresponders
Email marketing platforms like Mailchimp, Constant Contact and AWeber provide auto-responder functionality. These are used to send prewritten responses when certain conditions are met like a new subscriber, email to a specific address, etc.
Chatbots
Chatbots can be programmed with scripts to provide answers to frequently asked questions. They leverage natural language processing to understand questions and trigger relevant auto responses.
Customer service software
Tools like Zendesk, Freshdesk and Intercom allow configuring automated responses for common customer service scenarios like initial support ticket creation, follow-ups, etc.
Landing page builders
Landing page creators such as Unbounce, Instapage and Leadpages have features to auto-respond when someone fills out a form with preset messages.
SMS marketing software
Platforms including Mobiniti, Textedly and SimpleTexting are used to set up auto reply SMS/text messages based on keywords, opt-in requests, appointment confirmations and more.
Social media management tools
Social media tools like Hootsuite, Sprout Social and Buffer allow scheduling auto direct message (DM) responses on platforms like Twitter and Instagram.
Website chatbots
Chatbots like ManyChat, Chatfuel and Flow XO can be added to websites to greet visitors and provide answers to frequently asked questions through automated messaging.
Webhooks
Webhooks allow creating custom integrations to trigger auto responses on various events like form submissions, online orders, newsletter sign-ups etc.
Marketing automation platforms
Tools like HubSpot, Act-On and Marketo help automate multi-channel responses across email, SMS, web, ads and more based on customer journeys.
Best practices for automatic responses
Here are some tips to ensure optimal results from auto response systems:
- Personalize messages using merge tags with names, locations etc. when possible
- Sound conversational using casual language suited for the channel
- Provide value by solving customer needs or anticipating questions
- Include relevant links and resources for more information
- Prompt additional actions like providing feedback or checking out deals
- Avoid over-automation by blending with human touchpoints
- Let customers opt out if they no longer want auto updates
- Ensure auto responses follow CAN-SPAM, GDPR and other regulations
- Set up fail-safes and alerts to monitor for delivery failures
- Analyze results and fine-tune content/timing for optimal performance
Examples of automatic response templates
Here are some examples of customizable response templates that can be used for different scenarios:
Email newsletter sign up
Thanks for signing up for our newsletter! We’re thrilled to have you as a subscriber. You’re now on our list to receive our monthly newsletter full of great tips, tricks and company updates.
If you ever want to unsubscribe, simply click the unsubscribe link at the bottom of any newsletter email. But we hope you stick around! We have some really exciting content headed your way soon.
Thanks again, and welcome aboard!
[Company Name]
Customer service inquiry
Hi [Customer Name],
Thanks for reaching out! We received your support request regarding [topic] and will get back to you with a detailed response within 24 hours. We appreciate your patience as we look into this for you.
We value all feedback from our customers. Please let us know if you have any other questions or concerns in the meantime.
Regards,
[Agent Name]
[Company Name] Customer Support
Appointment confirmation
Hi [Name],
This is a confirmation for your appointment with [Business] on [Date] at [Time]. We’re looking forward to seeing you then!
Please reply to this message if you need to cancel or reschedule your appointment at least 24 hours in advance.
Until then, please let us know if you have any other questions!
Best Regards,
[Sender Name]
[Business Name]
SMS order shipment notification
Hi [Name], your order [#] has shipped! Track your delivery here: [tracking link]
Please reach out to [phone number] or reply STOP to opt out of SMS messages.
Social media follow-up
Hi [Name], thanks for connecting! One of our team members will be in touch shortly via DM regarding [topic]. We look forward to chatting!
Tools for creating automatic responses
Here are some top tools that can be used to easily create and manage automatic responses:
| Tool | Key Features |
|---|---|
| Mailchimp | Visual email builder, autoresponders, segmentation, automation workflows |
| ManyChat | Chatbot builder, broadcast messaging, sequences, growth tools |
| Zendesk | Ticketing system, auto responder workflows, SLAs, multiple support channels |
| ActiveCampaign | Email marketing, SMS, live chat, event triggers, sales automation |
| Hootsuite | Social media management, auto direct messaging, bulk responses, scheduling |
| Phrasee | AI copywriting platform, response templates, language optimization |
| Chatfuel | Chatbot platform, conversation builder, messenger automation |
| Acuvate | SMS marketing, two-way messaging, chatbots, workflow builder |
| Drift | Conversational marketing, chatbots, auto messaging, lead generation |
| Autopilot HQ | Visual journey builder, customer lifecycle automation, AI personalization |
Conclusion
Automatic responses provide an effective way for brands to handle repetitive questions, streamline conversations at scale and deliver timely, consistent messaging across channels. By implementing best practices and leveraging the right tools, auto responses can drive significant benefits for customer experience and operational efficiency. The key is finding the right balance between automation and human interaction to optimize both results and relationships.