Shortcuts

Shortcuts are pre-designed texts which you can use fast and repeatedly in conversations. Usually, they contain the answers to the most frequent questions.They allow you to respond quickly. You can handle more customers at the same time which helps you to save time and money.

How to setup shortcuts ?

You will find shortcuts in Settings > Shortcuts(1) and to create a new shortcut just click on Add shortcut (2)

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After that, you can choose the type (1) of a shortcut (personal – visible only for you, team – visible for every agent in your Smartsupp account) a name (2) for your shortcut, ideally something short. After that, write the text (3) of the shortcut. After that, just save (4) the changes.

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How to use shortcuts ?

It’s easy, just type “.” (dot) and the shortcut name at the start of your message, while chatting with your visitor. After you start typing, a list of your shortcuts appears:

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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 the Pro version. You can read more about this feature here: www…. The pricing for the Pro version can be found 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.”