Images can be powerful tools in any aspect of communication and online interaction. This makes sense, considering that a picture is worth a thousand words, and no one likes opening an email or going to a webpage and having to read a thousand words about much of anything! This becomes even more true in support scenarios, when your customers want concise, clear answers to problems, and pure text based answers can often be confusing and hard to follow.
In the past, SupportBee has used attachments to allow images to be added to replies. This can help to make support easier, but it has limitations. The recipient has to download or open the image in a separate window, and there is a much greater risk of lots of “Wait, what image goes with that bit of instruction?” moments. Long story short, attachments can be headaches in and of themselves.
This is one reason we are so excited about a new feature we are rolling out: images pasted directly into replies. This feature can really take your support to a new level, as it allows for screenshots and visual illustrations to be placed right alongside the text instructions for easy, immediate reference by the recipient! No confusion about what image goes with what instruction, no more reading, then scrolling to the bottom of the page to refer to an attachment. Images can be placed anywhere you like and sized to your preference; simply drag and drop the image into your email, or paste them using ctrl+v (or cmd+v).
In addition to the ability to drop images directly into your message, you can also attach other file types automatically by dropping them into the message. Note that this will attach them as normal attachments, not inline. For example, if you are trying to attach a PDF, simply drag it into the text box, and the system will attach it for you. Have multiple documents or other files to attach at once? You’re not limited to dropping them in one at a time, just drag the whole group in and we take care of the rest! Along with the new image features, and the new attachment options, we will soon be rolling out the ability to add images into your signatures, something we’ve had lots of requests for. Keep an eye out for this feature in the near future!
We hope you are as excited about this feature addition as we are! Go ahead and try it out in your next interaction, and let us know what you think!