Deliver your brand promise in every message. Create pre-made responses enriched with your brand’s unique tone and identity. Then personalize them with custom variables that pull order information directly from Shopify, Magento, and Big Commerce.
Amanda Schermerhom, Director of Operations, Darn Good Yarn
Leverage macros to automate more actions in your workflow. You can auto-assign the ticket to an agent, add tags or select to cancel or refund an order on the macro you specify. Use macros to spend less time with refunds and more time building relationships with your customers.
Are you retyping a version of the same message every day? Start saving your message as a macro. Give it a clear, easy-to-recognize name so you can pull it directly from the ticket composer in the future. If you're not satisfied with your first version, tweak it a couple of times until it’s evergreen.
Speed up your workflow by connecting tags with macros in the naming protocol you use. This way you can identify messages by tags and know which corresponding macro to use even before reading the question from your customer. Take it a step further by creating a view based on the particular tag and by setting a rule to fire off your macros automatically.
Take the first step to fully automate WISMO requests with macros. Use variables for order number and tracking URL to personalize your message with the information your customers seek. Copying and pasting is over.
Do you dread searching for information around the logistics of an order? We all want to be diligent in our correspondence, identifying key information like shipping address, order number, delivery status, etc to add clarity and convenience. Variables in macros are designed so you can have this information automatically populate in your message.
We report on the number of times a macro is used so you can quickly see the impact. This information, as well as the last updated date, is immediately visible in your macro library so you can see which macro has been the most relevant.
Don’t let your brand voice slip each time you get a new agent. Equip your agents, new and old, with macros that not only deliver on your brand voice, but also answer the question fully — so there isn’t unnecessary back-and-forth.