🚀 Boosting Productivity with Help Scout's Automation and Productivity Tools
As businesses continue to grow and expand, the pressure on support teams to handle more orders and customers with limited resources increases. This can lead to mistakes and reduced customer satisfaction. Help Scout's automation and productivity tools can help support teams save time and provide a better customer experience. In this article, we'll explore three of Help Scout's main productivity tools: workflows, tags, and saved replies.
Workflows: Automating Tasks for Increased Efficiency
Workflows are a powerful tool that can be used in an almost infinite number of ways to help your team save time and free up their day-to-day tasks. Automatic workflows allow you to automate tasks such as internal tracking and organization, sending out automatic replies or notifications, and more. These workflows are always on and running in the background, checking new and existing conversations in your mailbox for matching conditions and then carrying out one or more specified actions automatically. Manual workflows, on the other hand, run on your command when you apply a manual workflow. These workflows allow you to handle multiple actions on an email in just a few clicks, saving your team time and ensuring consistency across your whole team.
Some popular ways to use workflows include keeping track of aging conversations in your queue, routing emails from one mailbox to another, setting up workflows based on keywords in the subject line or body of an email, and setting up follow-up reminders. Workflows can also be used to assign specific incoming emails to a particular person who might handle those types of issues.
Tags: Keeping Track of Specific Trends and Customer Emails
Tags are most commonly used in conjunction with workflows, but they can also be added manually to individual conversations. They are a great way to keep track of specific trends and customer emails. Tags can be used to trigger workflows, and they are also helpful for reporting. In just a few clicks, you can build a report based on the number of emails that have a specific tag for any time frame that you would like to see.
Saved Replies: Pre-Saved Snippets of Text for Increased Efficiency
Saved replies are pre-saved snippets of text that can be inserted into emails and personalized. They are a great timesaver because your team doesn't have to type out the same full response every time a frequently asked question arises. This reduces typing time, which buys back more attention for reading customer requests more carefully and deeper troubleshooting. Saved replies are also helpful because you can provide your team with the best possible response to consistently provide great service. They can also greatly cut down on the onboarding time for a new teammate as long as they can recognize patterns.
Conclusion
Help Scout's automation and productivity tools can help support teams save time and provide a better customer experience. Workflows, tags, and saved replies are just a few of the many tools available to help your team be more efficient and effective. By automating tasks, keeping track of specific trends and customer emails, and using pre-saved snippets of text, your team can focus on what really matters: providing great customer service.
Pros and Cons
Pros
- Help Scout's automation and productivity tools can help support teams save time and provide a better customer experience.
- Workflows, tags, and saved replies are powerful tools that can be used in an almost infinite number of ways to help your team be more efficient and effective.
- Automatic workflows allow you to automate tasks such as internal tracking and organization, sending out automatic replies or notifications, and more.
- Tags are a great way to keep track of specific trends and customer emails, and they can be used to trigger workflows.
- Saved replies are pre-saved snippets of text that can be inserted into emails and personalized, saving your team time and ensuring consistency across your whole team.
Cons
- Help Scout's automation and productivity tools may take some time to set up and configure.
- Workflows, tags, and saved replies may not be suitable for all businesses or support teams.
- Some businesses may prefer to handle customer support tasks manually rather than using automation and productivity tools.
Highlights
- Help Scout's automation and productivity tools can help support teams save time and provide a better customer experience.
- Workflows, tags, and saved replies are powerful tools that can be used in an almost infinite number of ways to help your team be more efficient and effective.
- Automatic workflows allow you to automate tasks such as internal tracking and organization, sending out automatic replies or notifications, and more.
- Tags are a great way to keep track of specific trends and customer emails, and they can be used to trigger workflows.
- Saved replies are pre-saved snippets of text that can be inserted into emails and personalized, saving your team time and ensuring consistency across your whole team.
FAQ
Q: What are workflows?
A: Workflows are a powerful tool that can be used in an almost infinite number of ways to help your team save time and free up their day-to-day tasks. Automatic workflows allow you to automate tasks such as internal tracking and organization, sending out automatic replies or notifications, and more. Manual workflows, on the other hand, run on your command when you apply a manual workflow.
Q: What are tags?
A: Tags are most commonly used in conjunction with workflows, but they can also be added manually to individual conversations. They are a great way to keep track of specific trends and customer emails. Tags can be used to trigger workflows, and they are also helpful for reporting.
Q: What are saved replies?
A: Saved replies are pre-saved snippets of text that can be inserted into emails and personalized. They are a great timesaver because your team doesn't have to type out the same full response every time a frequently asked question arises. This reduces typing time, which buys back more attention for reading customer requests more carefully and deeper troubleshooting.
