On this collection, we’ll offer you a peek behind the scenes to see how our personal group makes use of Assist Scout to supply nice buyer assist!
Whereas personalised assist is a trademark of Assist Scout, saved replies give us a strong basis to work from to be able to talk effectively, persistently, and precisely throughout our group. We consider saved replies as items of a puzzle we snap collectively — they comprise info that may be inserted as one part of an electronic mail after which expanded upon.
Let’s take a better have a look at some FAQs about how we handle and use our saved replies.
When will we create saved replies?
There are a few conditions that immediate us to create new saved replies.
When there are new options
As we put together to roll out a brand new function, we take into consideration all our totally different channels of speaking with prospects about it. Our advertising and marketing group focuses on getting the phrase out to verify our prospects know concerning the function, after which our assist group creates Docs articles and saved replies to verify our prospects know how to make use of the brand new function efficiently.
Saved replies are useful for the in-between time after we’re validating whether or not or not info is required in Docs. Maybe we expect there might be questions round what we’re launching, however we’re not fairly certain what number of of us may have them.
Elyse Mankin
Director of Product Assist
Forward of launching SupportAgent.ai, we created only one saved reply that contained hyperlinks to extra details about every of the AI options we’re creating, together with SupportAgent.
When there’s team-wide friction
If we as a group are typing the identical info again and again and it’s not a great match for a Docs article, we’ve got the liberty to go forward and make it right into a saved reply. Saved replies are used team-wide, so snippets we like to make use of as people stay in our personal private snippet growth instruments like Alfred or TextExpander.
For instance, the keyboard shortcut to insert “Kristi from the Assist Scout assist group right here!👋” lives in Alfred on my laptop. In the meantime, we’ve created a few dozen saved replies about SupportAgent since releasing it to our prospects. The character of those saved replies are extra conversational than what we’ve included in Docs. They’re primarily based totally on the highest function requests we’ve heard in addition to on widespread factors of confusion our product and engineering groups are working to enhance.
As with every free trial, some of us keep on with SupportAgent and a few don’t, and we need to perceive why!
We wished to have the ability to persistently collect info to move alongside to our product group. The best approach to get your group to ask the identical set of questions is to create a saved reply. Typically it’s nice for customers to ask questions in their very own phrases, however when gathering particular suggestions like this, a saved reply can take out a whole lot of that guesswork and interpretation.
Chrissy Chavez
Technical Assist Specialist
What goes in saved replies as a substitute of Docs?
Docs are supposed to be the illustration of how every thing is predicted to work, what steps it is advisable take to perform the standard operations that the majority prospects might be utilizing, and a few normal use-case info.
Melanie Shears
Technical Author
Bugs and hacks
Saved replies are helpful for aiding prospects with identified issues or workarounds to lacking options. We don’t promote bugs or limitations in our Docs, however we do need to have significant conversations with our prospects concerning the ache factors they’re operating into in order that we are able to present them with the perfect short-term answer attainable whereas internally advocating for long-term product improvement.
Edge-case info
Our prospects have a variety of technical information. Typically a software program developer will contact us with complicated questions associated to our mailbox API, CSS for Docs, or customized apps. We’ve bought some helpful code examples in our saved replies that we are able to share upon request, however these would create extreme noise and potential confusion for the overwhelming majority of our prospects who don’t want or need this info on our Docs web site.
Docs are a high quality steadiness between too little or an excessive amount of info, particularly extraordinarily technical data or particulars which can be particular to solely a handful of shoppers.
Elyse Mankin
Director of Product Assist
Inner communication
Saved replies are nice for working throughout groups. For instance, we’ll use one after we need to get that first contact out to the client about an bill after which loop within the finance group to help.
Cameron Mitchell
Senior Technical Assist Specialist
What pointers will we observe?
Do:
Write clear, concise content material that may be inserted as one a part of a personalised electronic mail.
Use easy-to-read, bulleted lists for processes and directions.
Embed hyperlinks to Docs articles or different assets throughout the textual content.
If there’s a associated Jira card, add the difficulty key to the tip of the saved reply title.
Replace the group in Slack when creating, modifying, or deleting a saved reply.
Don’t:
Use idioms, slang, unusual abbreviations, or technical jargon.
Make product improvement guarantees.
Embrace greetings or sign-offs.
Use sales-driven language.
How will we set up saved replies?
We at present have over 300 saved replies, so it’s vital to maintain issues organized. Identical to the examples in our Docs, we begin the title of every saved reply with the class or function of Assist Scout it’s associated to and observe that with a particular description. This makes it fairly easy to look and skim to search out the saved reply we’re on the lookout for.
Beforehand, it was solely attainable to look the titles of saved replies, which actually restricted the outcomes we’d discover. In our new Inbox expertise, we are able to now search your complete physique of saved replies.
In the event you’re prepared to present Inbox a attempt, study extra right here.
How will we audit saved replies?
As our product evolves, so do our saved replies. This implies a saved reply that’s helpful as we speak won’t be wanted six months from now. We don’t observe any particular schedule, however we do a saved replies cleanup roughly every year. If our saved replies are beginning to really feel a bit cluttered or outdated, anybody who’s bought the bandwidth to sort out the challenge is welcome to dive in!
Do you know? We are able to ship you an export of your saved replies! Simply contact our assist group.
My final audit went one thing like this:
Exported all saved replies.
Reviewed essentially the most used saved replies within the All Channels Report.
Deleted about two dozen saved replies containing data that’s now not related.
Shared a listing of all deleted saved replies with the group in Slack.
In the event you unintentionally delete a saved reply somebody on the group desires to maintain, you possibly can copy/paste the contents into a brand new saved reply from the export supplied by our group or from an previous dialog the place it was beforehand used.
How will we use saved replies?
We usually use Saved Replies as only one a part of an electronic mail to a buyer somewhat than as the complete physique of the e-mail. We don’t append greetings or closings to our saved replies, so that they’re straightforward to pop into any part of a reply we’re crafting.
Our objective is to make sure our prospects are receiving correct and clear info inside a personalised response. If a teammate has already despatched a selected saved reply to a buyer, we’ll ensure that to not ship it once more.
Saved replies give us a strong basis from which we are able to construct an entire and useful response that’s catered to every buyer’s distinctive use case.
Able to dive into your personal Saved Replies? Take a look at our Docs article, “Create and Handle Saved Replies for Quick Solutions,” to get began!
