Be Personal and Efficient
Todd Curtis, CCO / Chief Customer Officer
Todd uses TextExpander to increase his education and support team’s productivity while providing personalized and consistent answers to customers. You Need a Budget is passionate about finances and about customer service. Todd wants every customer to feel special and loathes stock replies.
But loathing stock replies doesn’t mean re-creating the same set of directions each time a question comes up, or explaining a key concept differently for each customer. With TextExpander, YNAB uses fill-in fields so that every reply has custom elements to respond to an individual’s unique situation, while the overall content is consistent across the entire team. Using TextExpander adds an hour of productivity to each team member each day. That’s enough to be able to turn off the auto-responder, even at peak times.