TextExpander

“Would I suggest TextExpander for your business? – Absolutely. From one-person gigs to companies with hundreds of agents, TextExpander is a priceless tool that will save you time, money, and a lot of headaches. At this point, TextExpander is no longer an expense – it’s an investment.”

“TextExpander has had a notable impact on our efficiency as individuals and as a company.”

““As we scale, we’re always looking to automate repetitive and manual tasks so our Health Coaches can spend more time working with members to create behavior change and personalize their experience.””

““Our whole team is on the same page – TextExpander is a big library that our coaches can use to find and leverage information so we can be consistent in our answers to common questions and workflows.””

““Because we are a virtual company, most of our member communication is in chat. We need ways to be both efficient and accurate with that, otherwise it would take so much more time. That’s where TextExpander comes in,” says Hullett.”

““Before TextExpander, there was less uniformity with how coaches responded to members, which was becoming increasingly difficult given the increased workload for coaches,” said Kristin Hullett, Care Operations Senior Associate at Virta Health. “Now we have a system for creating and updating the messaging our coaches use as a framework to communicate with our members, with personalization top of mind.””

“Now we have a system for creating and updating the messaging our coaches use as a framework to communicate with our members, with personalization top of mind.”

“TextExpander helps us keep that type of information readily available so that there is consistency across the teams and across the company.”

“Having the ability to keep Snippet Groups a little bit more gated gives us a lot more control. When you work for a growing business, you’re naturally going to have a little bit less visibility as your teams expand, so having that control over quality is absolutely paramount.”

“A conversation that came up with leadership was: How are we assuring quality at scale?”

“We’re now more organized, so it’s a lot easier for someone new to jump right in. We hired someone a few weeks ago and they’re already answering tickets because that knowledgebase is there. With TextExpander, they can find an issue and answer that ticket without having to consult with anyone.”

“Our Net Promotor Score® is above the industry average and I definitely think TextExpander is a contributing factor to that. It allows us to present a consistent message and exceed expectations with how quickly we’re answering customer questions. What’s best is we are able to maintain a personal tone—agents have the ability to create their own snippets or use existing ones to fill in the technical details of an answer.”

“When we have a new issue come up, we’re able to create a snippet and quickly share it so that everybody has the solution and our customers get a consistent response. Our team doesn’t have to reinvent the wheel every time a question arises like we did before—that knowledge is already there in TextExpander.”

“It eliminates all of the guesswork and the back and forth of finding and confirming answers. SketchUp’s prior solution didn’t share information, which added time to tickets. Now we always have an answer waiting and we’re able to present a consistent voice for every inquiry. As a result, our customers are happier because we’re not asking them to search through the existing Q&A in a forum.”

“TextExpander allows us to quickly and consistently answer questions with fewer resources than before. It’s a powerful tool. Right now, the average time savings across our support team for typing alone is approximately 20–25 hours a month per person. When you multiply the time savings by the eight people on my team, that’s immediately one additional person that we don’t have to hire.”

“We just love TextExpander.”

“TextExpander gives us capacity we didn’t have before. The time we save goes directly into candidate relationships—that’s what actually wins competitive offers.”

“TextExpander follows me everywhere I work—I don’t have to think about which application I’m in anymore. I just type the shortcut, and it expands.”

“TextExpander lets us handle high-volume recruiting without sacrifice. We can standardize messaging across our 70-person team while keeping the personal touch candidates expect.”

“With 70 recruiters sending dozens of emails daily, we needed a way to ensure everyone used the same current messaging without manually coordinating updates. The old system couldn’t scale.”

“There’s not a large gap in skills between the people on our sales team, but there used to be an efficiency gap. That was usually the difference between someone thriving here or not. A tool like TextExpander that can make you more efficient in a role where you get paid based on how much you sell is immensely valuable.”

“One of the things I love about TextExpander is that each of us can customize our Snippets,” Brian shared. “I have some of my own that I use daily and some that I only use for specific situations, but none of them sound like automated messages.”

“Our role and the technology we use changes a lot because we’re a software company and we’re growing fast,” said Brian. “TextExpander allows me to adapt to those changes more quickly because I can find efficiencies in whatever systems we evolve to using.”

“If I restart my computer and forget to open TextExpander, it always reminds me how much of a pain typing is without it. I realize all over again just how much easier it makes things.”

“Since I can insert Snippets into my notes within a matter of seconds, I can really key in on listening to what prospects have to say and have higher quality conversations with them,”