Olark has unveiled a new in-platform feature that allows operators to respond quicker on live chat.
The feature, dubbed Shortcuts, enables operators to create commands that expand predefined lines of text, links and other commonly used responses and messages. The feature aims to increase efficiency and save operators time while also improving the customer experience.
"More and more people turn to live chat every day to get help and answers," said said Kyle Lambert, design lead at Olark and on creating Shortcuts. "We want to provide our customers with the right tools to meet this increasing demand, so in turn they make their customers happier. Last year we launched Chat Ratings so our users can better measure their performance. Now we're introducing Shortcuts so our users can improve a critical area of that performance: responsiveness."
A Shortcut is activated when an operator types the semicolon character in their chat area followed by as assigned text string. For instance, “;hi” can be programmed to expand to say “Hi, welcome to our site, how can I help today?” What’s more, operators can type the semicolon character by itself to expand their list of saved shortcuts. Then, they can use their keyboard arrows or mouse to select the desired shortcut.
It is important to note, however, that even though Shortcuts populate the response area with preset text, they do not auto-send. Moreover, there are two types of Shortcuts: Personal Shortcuts and Team Shortcuts. Personal Shortcuts are created and edited by individual operators and are only accessible to that operator. Team Shortcuts, on the other hand, are created and managed by account administrators and are shared by all operators on an account.