If we receive the same question over and over, is it because we’re missing something in our communication process?
Canned responses in this sense may not be the best idea. Taking the time to create one may be better spent on addressing the issues that are causing the repetitive inquiry.
This would be the equivalent of sending an email with instructions on how to use the software instead of having the software more intuitive and user friendly in the fist place.
However, a canned response isn’t always a bad thing. They can be installed in various steps of your communication or sales process to make the experience smoother and more enjoyable for your customer.
“What do I do next? is replaced with an autoresponder email that shows up in the person’s inbox before they realized to ask the question.
You don’t have to reinvent the wheel with this either. Lots of companies are doing this really well. Look at what they do and learn from it. And if you want a great example of one, just sell something on eBay. Questions answered before they’re asked.