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How Dell Support Cut Reply Time with Text Expansion, 2019

AI slideshow video Productivity Hacks 282 viewsSeptember 30, 2026

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Art style: Realistic
Caption style: Supreme
Length: 15 to 30 seconds
Voice language: English (USA)
Format: TikTok, Reels, Shorts, Stories (9:16)

Script

At Dell’s Austin support center in 2019, techs sent over 1,500 identical email responses every day. The time drag wasn’t just answering customer after customer-it was typing the same phrase, sentence by sentence, each time. That year, Dell rolled out text expansion apps: every rep logged their ten most-used phrases, assigned each a keystroke, and trained support to use them for every repeated answer. Tracking inbox logs, managers saw each reply drop from nearly 90 seconds to just under 25. For Dell Support, text expansion bought back nearly 18 hours each week.

Caption

Repetitive email replies can drain hours every week from support teams. In 2019, Dell Support adopted text expansion shortcuts and measured the time saved on customer response. This breakdown details the exact steps and minutes won back using this approach.

#productivity#emails#automation#dell#timehack