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.
Customer service survey questions shape how many customers respond and how useful their answers are. Get examples of good questions, plus best practices like keeping questions simple and avoiding leading questions.
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.
Clean, consistent CRM data depends on shared terminology and team habits. Set standard terms, support your team with CRM templates and in-house training, use outlines outside the CRM, and correct terminology over time.
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.
Mike Jandreau, a senior technical support engineer at Desk.com, shares how TextExpander helps his support team answer cases faster. Read how shared Snippets and team collaboration shape the processes he builds.
