Posts Tagged "macros"


The Dead Giveaway for a Canned Customer Service Response

Share this article: The Benefits and Drawbacks of Macros It’s possible that I’ve beaten the topic of macros (canned responses) to death in past articles but I have some new thoughts today. You’d be hard pressed to find a support...
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In Customer Service, You Must Choose Between Speed and Wow. Or Do You?

Share this article: Our client’s customer satisfaction (CSAT) scores were below goal and there was pressure to turn them around. I spoke with members of that team and they cited policies and various product failures as the probable drivers for...
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