Announcing A Major Update to our SalesForce Integration

We are very happy to announce a major update to our SalesForce integration today! We have been compiling notebooks and sketchpads full of great feedback from our SalesForce users on how we could make things better. In the dark of night, in a secret laboratory, located on an island, with a volcano, guarded by sharks with lazerbeams on their heads…. our developers have been hard at work crafting some pretty impressive feature, let’s take a look.

What’s New

  • Security tokens are no longer required, you will link SnapEngage and SalesForce once and be done
  • Your custom fields will populate automatically, no more manually creating hieroglyphic like field names
  • On the fly commands are completely configurable now, you have total control
  • Comments for cases can be public or private
  • One click to enable your Sandbox

Getting Started

The very 1st thing you will want to do is migrate to the newest version of the integration by logging into your SnapEngage account and clicking over to the Integration Tab.

You will be greeted by a pop up asking you to connect with your SalesForce account (make sure you are an administrator).

UpdatedSalesForcePopup

Login with your Salesforce credentials and Allow access, if you are already logged into SalesForce even better.

After that you will see that you are connected! That is it, now we will stay connected to SalesForce until you revoke access. You can control these access rights directly inside your SaleForce account if needed.

salesforce-connected

Custom data mapping

Any current custom data/field mapping you have done will remain but the great thing is going forward, any custom fields you create in SalesForce will be present in the drop down menu! No more having to find the name and copy and paste it into SnapEngage!

Commands and Operator Variables

In the past we had some hard coded commands that agents could use to record information during a chat to automagically fill in the relevant field in SalesForce. This is a great time saver for the agents as they don’t have to go back later to fill in the fields. A great example would be:

\name=Sponge Bob

\company=The Krusty Krab

Well now we have done away with a standardized system and instead you can create commands that work best for your team.

In the case of name you could create an Operator Variable and call it, “FN” translation “First Name” and map the field you would like the command to interact with the “FirstName” field in SalesForce. We can do the same thing with “LN” for “Last Name” So during a chat you learn that you are chatting with Sponge Bob, you want to make sure you capture that and send it to SalesForce so you type:

\FN=SpongeBob

\LN=SquarePants

Comments

When using SalesForce in support mode you now have the option to have case comments be public or private. Include the contents of the chat transcript in replies or leave them out, your choice.

Sandbox

Enabling your SnapEngage sandbox couldn’t be easier now, just check the box and you can login directly to your SalesForce sandbox. There you can build a sand castle and construct temporary structures to your heart’s content, just don’t throw sand.

Next Steps

You can login to your SnapEngage account right away, activate the new integration and start creating some operator variables!

For a more detailed walk through of the integration hop on over to our Help Portal.

February 27th 2013 – Release Notes: Updated Salesforce Integration

Hello, today we release a major update to our Salesforce Integration!

Some of the highlights:

  • Increased security, we no longer store your username and password and instead use OAuth
  • More flexible mapping, allowing you to better control the data you send to Salesforce
  • Auto-lookup of Salesforce fields – less chance for errors entering custom field names, we now provide you with a listing of those available
  • Allow Case comments to be set as Public or Private, determine if your customers can view SnapEngage Case comments in Salesforce

February 22nd 2013 – Release Notes: An Update and a Fix

Happy Friday – A couple of changes for today.

  • In preparation for adding multi-admin support we have moved some menus around. Your list of widgets can now be found under the “My Widgets” menu in the upper right hand corner. In addition, your account information is located in the “My Account” menu item found in your email address drop-down menu which is also in the upper right hand corner.
  • We addressed an issue that was preventing importing shortcuts when using Google Chrome.

Live Customer Support: Give Your Business A Personality

smiley face

We are incredibly social people, aren’t we?  Each day, over one billion users log on to Facebook and communicate with friends and family. Texting is quickly replacing making phone calls as the preferred way to communicate with others.  We like instant results, and we like to be able to talk to people now.

When we started SnapEngage we did so with one simple desire, to make it easier for people to communicate. (+10 points if you can name our VERY first product) Just like social media, having live customer support on your business website gives you the opportunity to instantly communicate with your customers.  Not only that, but it also gives your company a personality, which consumers love. Long gone are the days of the nameless, faceless brands. Companies are composed of people, you should celebrate and showcase what makes you and your team special, show that personality!

Your business has one thing going for it more than any other company out there; that one thing is intimacy. Offering a live chat feature on your website has the power to set your business apart.  You can use it to provide valuable information to your customers about your products.

Try a silly nickname like the “SUPPORT TICKET SAMURAI”! and allow your staff to let their excitement and enthusiasm for slaying support issues reign free. I always get a chuckle when I “run” into the “Skirt Fairy” checking in on our customer The Running Skirt. For a customer that little bit of personality helps make your brand resonate in their mind. Customers appreciate being able to chat, they appreciate a dialogue. This is a large part of why social media for business has grown so quickly.

Here are some of those humans you just might wind up talking to on SnapEngage.com!Team Jump

Unlike other chat features, when your business uses SnapEngage, your customers will see the actual face of the human being (or cute fairy) they’re talking to.  To us, this is a big deal.  We don’t like automation much, (NO ROBOTS!) and we love knowing that the person we’re talking to is a real person.

What about your business?  Are you looking for a way to maximize the experience your website visitors have when they visit your website?  At SnapEngage, we’re in the business of helping you transform website visitors into happy customers.  We’d love the opportunity to talk to you about how we can help you grow your business.  We’ll even let you try us out, absolutely free.

Looking For An Improved Customer Experience?

Phone supportIf you ask anyone what bothers them the most about having to call customer service for any company, you’ll get a variety of responses.  However, many of them will say they dislike having to wait on hold, being transferred multiple times, and having to navigate the choppy waters of an automated phone system just to get answers to their questions. I don’t know about you but I always feel silly shouting,

“Billing!” into my phone for the umpteenth time to hear a overly cheery automated voice reply,

“I’m sorry I didn’t quite get that…did you mean The Department of Rhetoric, Repetition, and Redundancy?”

me:…. “Operator”

System: “One moment while I connect you to an Opera Star”

Customer Experience

The success of any business is dependent on customer experience. It doesn’t matter whether you’re an online business, or a brick and mortar business with an online presence; your customer experience is important when people are visiting your website.  Even if information is easily accessed on your website, the average business receives hundreds, if not thousands, of phone calls per day.  Some of the questions those customers are asking might be easily answered with a little more research on your website.  However, because of the fact that more and more people are relying on texting and the Internet for communication, picking up the phone isn’t their favorite thing to do.

The average smartphone user spends 2 hours on their phone but only 12 minutes a day making calls! Click to Tweet this and look super smart to all your friends!

Quick Answers

It’s no secret that we’re living in a microwave society.  People want their answers quickly.  If they call your business and they don’t get quick answers, it increases the likelihood that they will start seeking out other businesses that meet their needs.  According to O2, a mobile network in the UK, the average smart phone user spends a little over two hours a day on their phone.  Of that time, only just over 12 minutes is spent making phone calls.  However, almost 25 minutes of that time is spent on the Internet, not including social networking.

The best way for businesses to compete is to offer their customers a chat option on their websites.  More customers will engage with your company if they can do so quickly and efficiently.  It’s all about meeting your customers where they are, and offering them the best customer experience that you can.

Are you ready to integrate a customer chat feature for your business?  We can help you get started.  Simply contact us today to access your free trial.  We’re looking forward to discussing your needs and what we can do to improve your customer experience.

Everyone benefits with live customer support chat

Blue Shopping CartsThe public at large has been using the Internet as a commercial sales platform for what is rapidly approaching a decade and a half. The “shopping cart” is one classic mainstay of the brick and mortar world that has been absorbed into the online store but one element that has been conspicuously absent in the transition from live retail to E-retail is one-on-one customer connection. Now does it make sense to bring live chat customer service to the Internet?  After all, aren’t people shopping online because they want to avoid talking to sales people? Well, not quite; customer service boosts sales because it is not explicitly about sales. Rather it is about building trust and about giving a visitor confidence in the product since they do not get to examine it up close. Let us look at how live chat can improve engagement.

Are there numbers to you back up the claims? Absolutely. It has been found that the number of people who say they have engaged in live chat for an online purchase has risen from 50.4% to 65.5% from 2009 to 2012.  More than 38% of shoppers prefer live chat which is nearly even with the number that favor using social media. Furthermore, the most frequent reason for preferring live chat was because of the ability to ask questions and have them answered on the spot. For a visitor with a potential purchase loaded in a shopping cart this is crucial. They may have to learn as many specifics points about the product before purchasing as possible. It could absolutely be the difference between sale and no sale.

It has been shown time and time again customers that use live chat on their website have twice the conversion rates as those that do not.  One huge reason is the ability for a company and a customer to build an effective relationship. One other great advantage for the customer with live chat is that there is a text based representation of everything that the customer service super hero provided which can easily be saved for later or be used in a search engine for additional follow up information.

SnapEngage understands how important communicating with your site visitors is and how to make it work for you. If you haven’t yet, consider signing up for a free trial and let us show you how.

Get your customers to love you this Valentine’s Day

Get a jumpstart on Valentine’s Day with this guest post from Blake about loving your customers!

Candy Hearts

Valentine’s Day is the one day of the year we are all reminded to do something special for those we love. Maintaining good relationships with those we love is something we all know to be very important. However, the importance of maintaining good relationships with our customers; those that help us support the ones we love, is often overlooked.

As a special treat for you on this Valentine’s Day the SnapEngage team would like to present our tips for getting your customers to love you even more.

1. Love is hard. Don’t make it any harder.

The easier your sales process is the more sales you will have. Making sure that a website visitor can transition from a prospect to a happy customer seamlessly is vital to the success of your business. From time to time have someone who is unfamiliar with your website try to become a customer then ask them these three questions: Was that easy? Could we have made that any easier? How?

2. Never stop improving.

Putting the ring on your customer’s finger is important but keeping that customer happy is key to growing that relationship and your business. Make it clear to the customer that you value their feedback. Have a place on your site where customers can submit new feature request or add a line in emails asking your customers “How can we make your experience better?”

Then respond to every request for improvement. Even if the customer inquires about a feature which does not fit your business model, let them know you have received their suggestion and you appreciate their request.

3. Be personal.

All things being equal, people prefer to do business with their friends. All things NOT being equal people still prefer to do business with those they have a more personal relationships with. Once your agents have their photos set up and direct phone numbers designated to them assign new customers to individual agents so that those agents can build more personal relationships with your customers. This will lead to customers having someone they can trust within your organization and ultimately more word of mouth referrals from your customers.

4. Know your customer.

The more that you know about your customer the better you can establish a connection and build a relationship with them. Be sure to integrate your CRM or helpdesk with your live chat application so that your agents can build a profile of each customer then use that information to better engage your customers.

5. Say “I love you, I care about you, and I am here for you.”

I love you noteOr a simple proactive message that says, “Hello, how may I help you?” is sufficient to show that you care. The important part is that you make it clear that the visitor is not alone. Proactive messages are a great way to do this. Learn more about setting up Proactive messages with this guide.

6. Be polite.

While this may seem obvious it is often forgotten. The more your agents are using the terms “please,” “thank you” and a sincere “I’m sorry” for when a goof does occur, the more your visitors will understand your sincerity and commitment to treating them with kindness.

In conclusion, take some time for those you love this February 14th, and also take sometime to follow our tips to ensure that your customers continue to feel the love.

If you have any other suggestions for helping your customers feel like they have been struck by cupid’s arrow please leave your suggestion below.

Announcing SnapEngage’s new website design!

ATTENTION: You might have been greeted by a very different looking website than you were expecting when you visited snapengage.com recently. It might look a little something like this!

New Site HomePage

This is a bit different than what you are used to seeing!

Old SnapEngage HomePage

That being said you might even see a mix of these two designs as you navigate around the site! We want to assure you there is no cause for alarm and you aren’t being routed off to a nefarious site or the victim of an advanced phishing scheme. We are doing a fair bit of testing, sampling, tweaking, and various other verbs in an effort to create the best website ever!

We would love your feedback as we continue this endeavor! Please chat us up or send an email with your thoughts, we would greatly appreciate it! This is just a small sample of the exciting changes you will see for this coming year, in the immortal words of Samuel Jackson in Jurassic Park,

“Hang on to your butts”