Best Practices for Macros

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In every good Customer Support experience, you'll find two main components: efficiency and personalization. Give your customers the right information, fast — and make them feel heard — and they'll love you forever. At the heart of those two components are macros. A winning macro strategy has four steps:

1) Listen to your team
Ask one of your agents to name the types of customer cases they receive most. They'll be able to rattle off at least 10 without blinking. That's 10 macros right there. Check in with your agents on a regular basis to find out which macros they need, which are out of date, and which could be improved.

2) Naming Convention
Choosing a naming convention for your macros helps to prime your agents for speed. We suggest something like: “Product - Area - Issue.” In this example, you may have a macro called “Mobile App - Settings - Can't click on account”. A naming convention helps agents find macros faster and aids in discovery of new macros they were unaware of.

3) Get Personal
Desk.com's Liquid Variables helps you personalize macros based on a customer's name, account, case number, and much more. For example, add {{customer.first_name}} to any macro automatically insert the customer's first name into the case reply. Check out this article to improve every single one of your macros with Liquid Variables.

4) Don't Set It and Forget It
Keep your macros from getting stale with old information. Schedule regular meetings with the whole team to discuss which macros they use. For accounts with access to the Macros Report in Business Insights, use this data to track macro usage.