This is part of a series on apps and tools that will make your support life so much easier.
I absolutely love Text Expander. It’s easy to use and really affordable. Without it, my customers wouldn’t get replies as fast and I’d end up repeating myself so many times my head would spin.
How it works
Text Expander allows you to create “snippets,” which are bits of text you can insert into an email with only a few keystrokes. It’s easy to organize snippets into folders and extend them for all sorts of use cases.
When I get an answer, I’m able to type a few characters and have the bulk of the email ready. From there, I go in and customize the name, add a few other things like “Go Tigers” if they’re an Auburn fan or such. When it’s ready, I send it and move on to the next ticket.
For instance, my closing line is
If you have any other questions, just let me know and I’ll be happy to help. And have an awesome Wednesday!
37signals Customer Support
Please Note: I work T-F, 8-5PM Central Time.
I get all that from just typing “mq” with Text Expander running. All from an app that’s only $35. Pretty cool, right?
When you’re using a support app with your team, lots of people will try to push you on their special macro tool inside that support app. Don’t focus on it. Use Text Expander instead. Your snippets aren’t locked into your support app so you can always take them with you if you change. Plus, each person on your support team can customize them to their tone and writing style.
You can go with other apps if you’d like but for me, I’m using Text Expander.