Response Templates (Macros) Creation for a SaaS Platform 🖋️🌀
Monic M.
Technical Support Specialist
Customer Support Representative
Writer
Google Sheets
Notion
Reamaze
Re:amaze (a GoDaddy company) is a help desk and customer communications platform. They help eCommerce businesses provide better support experiences for their customers with tools designed to also increase sales and engagement every step of the way.
Re:amaze serves over 5,000+ eCommerce brands in over 100 countries, and is one of the top-rated support platforms on Shopify, Shopify Plus, BigCommerce, and WooCommerce.
I worked at Re:amaze as a Tier 2 Customer Support Specialist from March 2020 - October 2022.
This project involved writing over 200 macros or response templates to streamline customer support interactions. The templates cover a wide range of common inquiries and issues, enhancing efficiency and consistency in customer communications.
Goals:
Enhance the efficiency of customer support operations
Ensure consistency and accuracy in customer communications
Improve overall customer satisfaction and experience
Objectives:
Develop a comprehensive set of templates addressing common customer inquiries and issues
Collaborate with customer support agents to identify frequently encountered scenarios and gather feedback
Implement the templates into the customer support system and train agents on their use
Results:
Created and deployed over 200 customized response templates
Reduced average response time leading to quicker resolution of customer issues
