Macros as a Productivity Multiplier


Macros, known also as saved replies, templates, or scripted responses, are one of, if not the most important feature in any helpdesk.  They are crucial if you’re to scale your customer service organization, which needs to happen as any business grows.  Here are a few things, ordered by difficulty level, to maximize the value of your macros! 

Policy & Common Questions

Difficulty Level: Easy

Audit your tickets and put together macros to respond with customer-facing policies and FAQs.  This is important to maintain your brand voice no matter who responds.  It also means that nobody is wasting time retyping the same thing over and over.  You should have tagging and integration actions added where appropriate.

Examples: Return policy macros, sizing question macros, product specs, etc.

Macro-fy your Internal Processes

Difficulty Level: Easy

Leverage your internal notes as reminders for internal teammates.  If there’s a lot of movement of tickets between agents, have a templated note that agents use with each other to include all the necessary info needed to minimize back and forth.  

Examples: Have a macro for Tier 1 agents to fill out with user OS/browser details before escalation to engineers, “bookmark” 3rd party URLs in macros, have a cheatsheet of more complicated processes, etc.

Positive reviews

Difficulty Level: Easy

Do you display customer reviews on your website or social media?  They’re a great way to convert interested parties into paying customers.  When you receive positive feedback or your agents have delighted a customer, there should be an easy way to direct customers to leave a review.  People are more likely to leave reviews when they’re unhappy; having a macro when they’re in the opposite state is a simple way to balance customer reviews out!

Combine with triggers

Difficulty Level: Medium

Macros don’t have to be limited to being applied manually.  Use them with automations to maximize utility.  Triggers with internal note macros can give agents context about customers writing in.  They can also serve as reminders where needed. 

Custom dynamic content

Difficulty Level: Hard

You probably already know you can add dynamic content into macros like customer names, Shopify customer/order information, or Recharge subscription data.  Did you know that depending on your helpdesk and other tools, you can also add custom dynamic content? Include things like customers’ cart value for a personalized touch.  Put a link to edit a subscription in the macro to minimize back and forth.
Want to implement some of the things mentioned above and don’t have the bandwidth?  Contact wrrk’s Support Ops team here!

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