Creating and using Xsellco Snippets

Xsellco Snippets help you provide faster and more personal responses by allowing you to quickly insert customer details such as name, Order ID, and other text snippets.  To access them simply type # and the available options will be presented. Your Xsellco Helpdesk has a set of predefined smart tags, but you can also create as many of your own custom tags as you like.

1. Using Snippets

Using the in-built Xsellco Snippets allows you to pull in specific customer information, to help you provide personalized responses in an instant.

  • When responding to a message, simply enter ‘#’ and you will see a list of Snippets appear.
  • Keep typing after # to search for a matching tag. #fi, for example, will select #consumer_firstname#.
  • Press Enter or Tab to confirm your selection.

Creating your own snippet

Here’s an example:

Below is an example template for a Shipping Query where the order is known to have been shipped.


Dear #consumer_firstname#,

Many thanks for order inquiry. It was shipped to:

#shipping_address#

on #dispatched_on# using our #shipping_service_level# shipping service and is expected to arrive between #expected_delivery_date_from# and #expected_delivery_date_to#.

We look forward to doing business with you again in the future.

Kind regards,

Graham


This template will result in a fully automated personalized message to your customer. The text highlighted in bold has been automatically populated using the SmartTag system.


Dear John,

Many thanks for your order inquiry. It was shipped to:

John Smith
24 High Street
Glasgow
W12 8QT

on November 20 using our Expedited shipping service and is expected to arrive between November 21 and November 24.

We look forward to doing business with you again in the future.

Kind regards,
Graham


2. Create your own Snippet

You can also create your own custom Snippets, which serve as mini-templates to help you respond faster to common queries.

  • Select the ‘Messages’ tab at the top of the screen.
  • Under ‘Tools’ on the Menu on the left, select Snippets.
  • Click the ‘Add a Snippet’ button on the top right hand side.
  • Name your Snippet and then enter the text that you would like to appear.

Create your own SmartTags (2)

  • To access your own snippets simply type # as you reply to a customer query. The sample above will be shown as #my_signoff#.

3. Pre-defined Snippets

Here’s a list of the Snippets which are already in your Xsellco Helpdesk and what they mean, so you can make the most of personalized responses for a better customer experience.

Tag Description Note
#consumer# The full customer name; John Smith for example The username will be used if the consumer’s name is not available. e.g. redBob
#consumer_firstname# The customer’s first name if available; John for example. The username will be used if the consumer’s first name is not available. e.g. redBob
#consumer_username# The customer’s username if available; redBob for example.
#expected_delivery_date_from# The estimated earliest delivery date for the customer’s home country See Settings > Delivery configuration to configure this.
#expected_delivery_date_to# The estimated latest delivery date for the customer’s home country. See Settings > Delivery configuration to configure this.
#dispatched_on# When the customer’s order was dispatched. Note: This will be blank unless the order has been dispatched.
#shipped_service_level# The shipping service used. Standard, Expedited, NextDay or SecondDay
#shipping_address# The customer’s shipping address
#order_number# The customer’s order number.
#tracking_code# The tracking number for the order Note: This will be blank if the tracking number has not been entered in the order.
#my_tagname Your own custom tags will be preceded with #my_

 

Got questions about any of your Helpdesk features? We’ll be happy to answer any questions you have. Get in touch with us at support@xsellco.com.

One thought on “Creating and using Xsellco Snippets

Comments are closed.