Last Updated on March 26, 2021 by ul.gnaw@gmail.com
Ever wish you could speed up your replies to certain customer support issues without sacrificing quality or sounding robotic? Yep, we did too. In fact, we found this “Oh I wish I can do that” to be one of the most important features for businesses with small teams.
We’ve been toying around with this project internally for a while now. As part of our internal workflow, we developed a set of rules, triggers, and filters to help us keep up with the number of support conversation without reducing the level of intimacy throughout our product. Over the past few months, we’ve become increasingly attached to how easy it is to use and how convenient it is to setup. A few lucky beta users were invited to test Workflows for us as well and their feedback has been overwhelmingly positive.
Workflows are customizable macros that can be used to automate common actions. Optionally, workflows can be triggered automatically under certain conditions. For example, in a common/repetitive scenario, you can insert a friendly reply, tag the conversation, and assign it to a particular teammate. The trigger for this scenario might be if the message’s subject contains “Can’t log in” and if it goes to your email support channel. This might be a bit oversimplified but you get the point 🙂
Keep in mind that Workflows is still in beta while we iron out the wrinkles so please feel free to let us know how it can be improved. We see a bold future for Workflows as it becomes a more integral part of the Reamaze experience.