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Speed up your conversation with Shortcuts

November 8, 2016 | Sofie Pokorná | Smartsupp

5 minutes of reading. 3 minutes of setting up.

You use some phrases 50 times a day. It means 250 times a week. It is tiresome and completely useless. How do you get rid of the most boring and time consuming activity of your customer support? Let’s take a look at shortcuts and how to use them.

Shortcuts are pre-designed texts which you can use fast and repeatedly in conversations. Usually they contain the answers for the most frequent questions.

Why should you set up shortcuts?

Firstly it allows you to respond quickly. You can handle more customers at one time which helps you to save time and money.

If you use team shortcuts (in Standard and Pro version), you can manage shortcuts for all agents from one place. It is especially useful if you want to unify the voice of your brand.

How to setup a shortcut

Creating a shortcut is a simple process. The first thing to do is create a new shortcut.

Then choose a name for your shortcut. It should be something short 🙂 Write the text and select if this shortcut is only for you or for the entire team.

Best practices

Now you know how to setup a shortcut. Let’s take a look at some practical tips for real scenarios.

Greetings / Farewell

The most common shortcuts are greetings and farewells. You will use it every day. It takes just a few seconds setup, but in the long-run it helps you to save much more time.

Script examples:

Hello! How can I help you?

Thank you for visiting. If you have more questions, do not hesitate to contact us. Have a nice day!

Feature Description

The second most common shortcut helps you answer questions about specific or missing features. The script depends on your service (or product) but let’s take a look at some useful phrases.

Script examples:

Unfortunately we do not offer this feature at the moment, but you can expect it in the next version. I don’t have any closer estimate about the date of release but I can let you know when it is ready.

This feature is available only in Pro version. You can read more about this feature here: www…. The pricing for the Pro version you can find here: www…

Service Description

Sometimes it is not obvious to the visitor what your service actually does. It could be a pretty complex answer so the preparation is necessary. You should describe it in a few words but you can also add some benefits or the link for the creation of a new account.

Script examples:

Smartsupp offers the live chat for your website which allows you to respond to your customer’s questions immediately. It is very easy to use and you can try it for free.

After registration all features will be available to you. You can create a new account here: www…

Problems

It would be great if everything worked perfectly all the time. Unfortunately sometimes there are technical issues or other things getting in the way. Your customers may be angry and you should be prepared for it.

Script examples:

We are aware of this issue. Our datacenter host is experiencing some technical difficulties which is affecting our service too. We are working to fix the issue. Thank you for your patience.

Ask for Feedback

Is your customer really happy? That is the best time for asking for feedback.

Script examples:

I am glad to hear that! If you really like our service, consider giving a review here: www…

It would be very helpful! Thank you.

Beware of Robots!

Shortcuts can be a very useful feature for your everyday work, but use them in moderation. Too many pre-prepared texts could make you sound robotic. Use them just for the most common answers to speed up your communication.

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