In one line
Rewrite your ten most-used macros so they sound like a person, not a policy.
- Time to set up
- One afternoon
- Cost
- £0
- Driver
- People
The problem
Macros are written once, often by someone who has since left, and then sent thousands of times. Customers can spot a template instantly. When the reply doesn’t quite answer their question, it reads as “we didn’t really listen”.
The fix
- Find your top ten macros by usage. They typically cover the majority of replies.
- Lead with the answer. Move the solution to the first line. Pleasantries go after, if at all.
- Add a personal slot. One required line the agent must write themselves, e.g. referencing what the customer said.
- Cut the jargon. Read each one aloud. If you wouldn’t say it to a friend, rewrite it.
- Test with agents. The people using them daily know which ones generate follow-up questions.
Tools to try
- Macro usage reports in Zendesk, Freshdesk or Intercom to find your top ten.
- Hemingway Editor (free) to check readability.
- Your helpdesk’s AI tone assist to help agents personalise quickly, with a human still hitting send.
How to measure it
Compare CSAT and reopen rate on tickets using the rewritten macros for four weeks before and after. Fewer reopens means the first answer landed.
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