By leveraging omnichannel auto-responders, you can instantly acknowledge customer inquiries, set realistic expectations for response times, and even resolve simple queries through self-service—whether your team is at their desks or offline for the weekend.
The Business Value of Auto-Responders
Before we dive into the setup, it’s important to understand why auto-responders are a critical component of a modern helpdesk strategy:
Lower First Response Time (FRT): Instant acknowledgement keeps your metrics healthy and reassures the customer.
Increased Customer Satisfaction (CSAT): Customers are generally patient if they know when to expect a reply. Frustration arises from uncertainty, not the wait itself.
Deflected Tickets: By including links to your Help Center or FAQ in your auto-reply, you can encourage customers to find their own answers, reducing the total volume for your agents.
Brand Consistency: An automated message ensures that every customer receives the same professional greeting, regardless of which channel they use (Email, SMS, or Chat).
Step 1: Define Your Business Hours
Your auto-responders rely on your Business Hours to know which message to send.
Navigate to Helpdesk > Settings > General in your Klaviyo account.
Set your timezone and define the hours for each day of the week.
Pro Tip: If you have different teams for different regions, ensure your business hours reflect the primary timezone of your customer base.
Set Up Your "In-Office" and Out of Office"Auto-Responder for each channel
The "In-Office" message is sent when a customer reaches out during your active working hours. The goal here is acknowledgement and expectation setting.
The "Out-of-Office" message triggers when a customer contacts you at night, over the weekend, or during holidays. The goal here is transparency and redirection.
How to configure:
Go to Helpdesk > Settings > Auto-responders.
Select any channel you wish to set up
Toggle the status to On.
Craft your message: Keep it brief.
In Office Hours Example: "Hi there! Thanks for reaching out. We’ve received your message and our team is currently processing inquiries. You can expect a human response within [X] hours."
Out of Office Hours Example: "Thanks for contacting [Brand Name]! Our team is currently offline catching some Z’s. We’ll be back in the office at 9:00 AM EST on Monday. In the meantime, check out our Help Center [Link] for quick answers.
Strategic Addition: Include a link to your Order Tracking page or your most-searched FAQ article to encourage self-service while they wait.
Strategic Addition: If you are running a major sale or experiencing high seasonal volume, use this space to mention that response times may be longer than usual.
Best Practices for Omnichannel Success
To make the most of your auto-responders, keep these leadership tips in mind:
Be Human, Even When Automated: Use your brand voice. If your brand is playful, your auto-responder should be too.
Monitor and Iterate: Check your "Ticket Deflection" rates. If customers are still asking basic questions despite your auto-responder links, try changing the resources you link to.
SMS Brevity: Remember that for mobile channels, keep your auto-responders extra short to avoid multiple message segments and to respect the customer’s mobile experience.
Summary
By automating the "first touch" of every conversation, you free your agents to focus on solving complex issues rather than sending repetitive "we'll be with you shortly" emails. Setting up your business hours and omnichannel responders in Klaviyo ensures your customers are never left in the dark, boosting trust and long-term loyalty.