Shortcuts allow reps to deliver fast, accurate responses in live chat. You can easily boost your team's productivity and gain the website visitor's trust by adding shortcuts to frequently asked questions and pounce opening messages.
In this article, we’ll go over when and how to create and use shortcuts.
Create Your Shortcuts
To get started, you’ll want to log in to your account and find the "Shortcuts" area of the app (shown below).
Once here, you’ll see two options for conversation shortcuts: My Shortcuts and Team Shortcuts.
My Shortcuts
These shortcuts will be conversation snippets that only you have access to. You’ll want these to be frequently used sayings, phrases, and words. Here are a few that we suggest you setup and work well for engagement:
"Hey there! [Your Name] here from the [Company Name] team!"
Team Shortcuts
Please note: Team shortcuts can only be created by admins on your team.
Team shortcuts are snippets that you’d like your whole team to use during their chat conversations. A few examples of these can be:
“Thanks for your interest in our product! Are there questions you didn’t quite get answered today?”
“I see you’re looking at ____ on the site. Are you interested in seeing some of our case studies?”
"Hi there! I'm happy to chat through which pricing option best fits your business needs."
Helpful Hint: Keep the name of your shortcut as brief as possible. This will be what you use to execute the shortcut when you’re in live chat. For example: /Welcome or /Hello are great naming schemes that work well and are quick to remember and execute.
Using Shortcuts
While in your live chat, you can call for a shortcut you’ve created by clicking on the "Shortcuts" area on the bottom left-hand side or simply by using the slash symbol and the name of the shortcut, such as /Welcome or /Greeting. When using either of these options, you'll see a quick preview of the shortcut so that you can make sure to select the correct one.
When to Use Shortcuts & Best Practices
Shortcuts can save you a lot of time when used in chat while also preserving a personalized experience and relationship with your website visitor. When creating your shortcuts here are some best practice tips to follow:
- Keep shortcuts short & sweet.
- Add additional context to your shortcut once you execute it. It can help add personalization and relevance to the conversation you’re having.
- If you see trends in questions that arise, create a shortcut for your team to save the next person time.
- If you’re coming upon a holiday, create shortcuts for team members to use in case there are gaps in coverage to save time and help with knowledge sharing.
- Shortcuts shouldn’t sound robotic, so write them in your voice and tone even if this means recreating team shortcuts as your own.
- Add emojis and gifs to your shortcuts to add more personality and increase engagement.
Summary
Using shortcuts in Qualified will help you save time while also getting your visitors fast, accurate answers to their questions. When creating shortcuts, add personalization so that you don't sound robotic and can continue to build to your relationship with your visitor while giving them relevant information. Follow best practices to get the most out of your shortcuts, especially during times where you might have seasonal or holiday rushes and lulls.
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