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“Canned” replies have a (deservedly) bad reputation — but crushing individuality into a single corporate voice is not their only use. (Don’t do that.) There are many situations in which having a well-crafted explanation of a tricky point is helpful for the support team to use, edit, and build on. Former teammate Elyse Mankin shares one example: “Saved replies are helpful for the in-between time when we're validating whether or not information is needed in Docs.“ If something hasn’t earned a permanent place in your knowledge base yet, a saved reply is the perfect place for it to live, be improved on, and eventually moved over. For more tips: https://bit.ly/45d7iqn

Help Scout Using Help Scout: Saved Replies

Help Scout Using Help Scout: Saved Replies

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