(Live Chat Shortcut Content Updated August 2020)
Canned Responses to Cut Down on Keystrokes
Agent response time is perhaps the most important contributor (or culprit) of live chat’s success (or failure), and every precious second counts! Shortcuts (a.k.a. canned responses) are an agent’s best friend, especially during high activity periods. Shortcuts reduce the amount of time your agents spend typing by allowing you to set up shorthand commands to populate common responses when chatting with visitors.
Here are 15 helpful shortcuts that the SnapEngage team uses every day to cut down on keystrokes. Feel free to copy or adapt these for your own usage, and we hope these examples spawn some other useful shortcuts for your team!
It may sound simple and an unnecessary at first – how difficult is it to type “Hello”, right? But seconds add up to minutes and hours, so every opportunity to save time typing is one that should be embraced.
1. h … “Hello there!”
2. morning … “Good morning!”
3. how … “How may I help you today?”
With incoming support inquiries, there’s typically a series of questions that must be asked in order to diagnose the issue, followed by leading the visitor to a solution, and then, when possible, asking for feedback. Why not streamline this process?
4. email … “Let me take a look into your account. What is your email address?”
5. guide … “I’d be happy to direct you to a guide that explains this in further detail. Mind if I change your screen?”
6. feedback … “Your opinion means everything to us, so please don’t hesitate to provide feedback about your experience! :-)”
When using live chat as a sales tool, there can be a fine line between making yourself available to answer any questions your prospect might have and disruptively pushing your product on them. This is especially true with proactive chat, where visitors who may be unfamiliar with enterprise live chat technology could perceive your pop-up chat messages as intrusive. When visitors engage with those messages, it’s important to establish respect for their browsing experience and choose the appropriate times to interact.
7. okay … “Okay, great! Please take a look around and let me know if you have any questions or would like a quick tour of our live chat application.”
8. features … “Now let me show you an overview of our features…”
9. nonprofit … “We offer a 20% discount for education nonprofits and a 25% discount for all other nonprofits.
We service clients all around the globe and are lucky enough to have many languages represented by our SnapEngage team. While we have intelligent routing rules in place to match visitors with the appropriate members of our team, sometimes those agents may not be available. Hence, they get routed to somebody else on our team who may not speak the visitor’s language. This is where our language-specific shortcuts come in handy! (Note: we have these same shortcuts in several languages.)
10. esemail … “Nuestro agente quien habla español no esta disponible en este momento pero si me deja su email le responderá brevemente” (translation: “Our agent who speaks Spanish is not available at this time but if you leave your email we will respond shortly.”)
11. esenglishnow … “No hablo español pero le puedo ayudar en ingles si usted quiere. Pero si usted prefiere un agente que habla español por favor deje su email y le contactará brevemente.” (translation: “I do not speak Spanish but I can help in English if you want. But if you prefer an agent who speaks Spanish please leave your email and we will contact you shortly.”)
12. estransfer … “Yo no hablo Español, pero le puedo comunicar con un agente quien habla Español.” (translation: “I do not speak Spanish, but I can transfer you to an agent who speaks Spanish.”)
And these are just a few that we threw in for fun…
13. transferreceived … “Just a moment, let me check your previous conversation with my colleague.”
14. closechat … “This chat will close automatically shortly, but please don’t hesitate to come back and chat again if you have any further questions! :-)”
15. yw … “You’re welcome. :)”