|This article does not cite any references or sources. (February 2007)|
Canned responses are predetermined responses to common questions.
In fields such as technical support, canned responses to frequently asked questions may be quick and convenient for both the customer and the technical adviser. In text-based technical support systems, the operator may insert a canned response triggered by keystrokes or from a drop-down menu, rather than typing the same answer repeatedly or pasting from some other resource. For example, if a support representative at an ISP's technical support team is asked to explain how to add an attachment to an email, rather than typing in all the details, the support representative may choose the response from a drop down menu, and it gets inserted into the response. The representative is more productive this way, and the user receives a more carefully crafted answer. Some programs have built-in functions which allow canned responses, and other software is available which can insert canned responses into any other application.
Canned responses, however, can be a double-edged sword. Sloppy or pressured support people could end up using canned responses as a quick fix when they actually do not really resolve the customer's problem or are only tangentially relevant to the user's problem.