If you already use Asksuite to enhance direct communication between hotels and travelers, you probably already know the importance of effective and personalized customer service. One of the powerful tools that Asksuite offers to facilitate this process is the Response Templates functionality. In this article, we will explore what these templates are, their benefits, and a step-by-step guide to creating and implementing response templates in your live customer service.
Topics Covered
What are Response Templates?
Response Templates are predefined answers that you can create and customize for the most common questions your reservation agents typically receive from travelers. They are integrated into the "Live Chats" menu in the Asksuite Administrative Panel. The main idea behind this functionality is to streamline interactions between your agents and travelers, saving time and ensuring consistent responses.
Benefits
- Productivity in Customer Service: Imagine a traveler asking a question that your team answers multiple times a day. With Response Templates, your agents no longer need to type the same response repeatedly. They can simply select the appropriate template and send the response within seconds. This significantly increases productivity during business hours.
- Standardization of Responses: Maintaining consistent and standardized communication is essential for the customer experience. With Response Templates, you ensure that all responses to common questions follow a standard of quality and provide accurate information.
- Simplified Training: When new team members join your customer service team, the availability of Response Templates makes the training process easier. They can quickly learn how to use the templates to respond to frequently asked questions, reducing the learning curve.
Step-by-step
How to create a response template
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Access your Administrative Panel.
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Click on Settings and then Response Templates.
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In the header of the response templates list, click the "Create Template" button. A registration form will appear, where you can edit the following fields:
- Shortcut Command: Here, you need to register the word or expression that refers to the topic of the registered response. It's what you will write after the slash (/) to trigger a response. Example: /pets.
- Companies: This option is presented only to agents who are responsible for more than one company. You will need to select whether the registered response is valid for one or more than one company in your network/group.
- Response: Space to register the automatic response template that will be triggered when using the chosen command.
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Finally, you will have the option to Exit Without Saving to discard the template or to click Save to start using it in your customer service.
How to edit an already registered template?
The editing option is available for each of the registered templates, allowing you to change the shortcut name, company(s), and response. See:
To edit any of these fields, simply click on the text box and make the desired changes. Don't forget to click Save after any changes.
How to delete a response template?
For each template in the list, there is a delete button that looks like a trash can. Clicking on it will allow you to confirm the deletion or cancel it.
If you have any additional questions or need assistance setting up your Response Templates, do not hesitate to contact our support team. We are here to help ensure that your experience with Asksuite is even more effective and satisfying for your customers.
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