Great customer service is fast, accurate, and consistent in every reply. This category helps support agents, customer success managers, and call center leaders get there. You’ll find canned responses and live chat scripts, empathy statements, interview questions for hiring agents, guidance on CSAT, NPS, and other CX metrics, and comparisons of support tools. Each guide includes examples you can adapt and save as snippets, so your team can answer common questions in seconds.
Tracking customer service KPIs shows whether your support team is running well before problems pile up. See why first reply time, employee engagement, customer satisfaction, and average resolution time matter most.
AI in customer service can support the work your team already does. See four practical uses: automating live chat, triaging conversations, adding context to customer conversations, and managing knowledge.
Customer service books help support teams learn from world-class companies and experts. Browse 21 titles on customer service, building a great customer experience, and skills that help people succeed beyond support.
Call center metrics show how your team performs and where to improve. See what 13 key metrics mean, including average wait time, first call close, abandonment rate, and handle time, and how to prioritize them.
MJ Brodie supports customers around the clock at domain registrar iwantmyname. Hear how TextExpander fits into MJ's support workflow, which job-specific Snippets get used most, and advice for other support pros.
Patient notes can pile up for support workers when every session needs a written record. Follow one mental health support worker's approach to using TextExpander Snippets to write session notes with less stress.
Setting up TextExpander as a busy professional comes down to three questions about what you type most. Answer them to choose your first Snippets, from names and addresses to email signatures, and start using them right away.
An email reply system built in TextExpander lets you reuse your most common responses. Follow five steps: find repeat messages, install the app, create Snippets, test them, and repeat, plus tips to take it further.
Inline search in TextExpander lets you find and insert any Snippet without remembering its abbreviation. See how to trigger search on Mac, Windows, or Chromebook, browse results with arrow keys, and insert the right text.
