Templates and Macros

Marcel Gravelle

21-Jun-2022

What are templates and macros?

Templates are pre-formatted sample documents and content with some details already in place.  It can also be a guide that an agent follows, or a full document used to automate a process. For example, a template can be used when escalating cases or when responding to common cases. Macros are how we begin to automate simple tasks in Supportbench.

Templates are simple and easy to understand but can be a hugely powerful tool when used correctly. Especially in Supportbench. Using templates allows you to focus on content, completing tasks quickly and efficiently and keeping your brand consistent.

What are the benefits of templates and macros?

• Easy to use

Have you ever had to manually create templates and add macros using excel? Its time consuming and can be a complex undertaking, but at  Supportbench we simplify the process. Simply navigate to Configuration > Cases > Templates to begin to create yours. Easily add the content you desire and save the template. You can then navigate to workflows and begin to set up your automation. 

• Save time and money

Having a defined structure already built is extremely cost and time effective. This allows for managers and administrators to spend more time focused on critical tasks while also allowing your agents to add templates to their common cases, and continue working on more pressing situations. 

Additionally, when we begin to use macros and set up our template workflows, even more time and money is saved. At this point, agents won’t even have to manually add templates because Supportbench will do it for you, and make sure your case is responded to – also increasing key performance metrics such as first response rate and time to respond. 

• Increase flexibility

As agents learn the power of Supportbenches templates feature, they can either modify provided templates or begin to create their own custom templates for the cases they are currently handling. Deciding on what and how to present information is critical and being able to preserve that structure and appearance in a template can be invaluable to your time.

• Be more consistent and Reduce human error

Templates allow for a constant form and structure, this make its extremely easy for your agents to locate important aspects of certain case topics while also keeping a consistent, positive support experience. Being consisntent and uniform can impress prospective and current clients.

We, as humans, make mistakes when we are bored. Especially when copying and pasting between documents. Templates prevent mistakes by enforcing consistent content. Which in turn, provides a huge improved customer experience.

How to use templates:

1. Navigate to Configuration > Cases > Templates
2. Click “New Template” and begin to fill out your content!
3. Next, navigate into a case and click the load template icon.
   
4. Now we can begin to automate our macros! Head over to workflows and begin to add your variables.