Customer Conversations | A Chat with Tim Chingos of Wrike


Who is Wrike?

Productivity is the result. Market-leading project management software is their product. Changing the way businesses are working is what they do. Effective and efficient customer service is how they do it.

They are Wrike, a SaaS technology firm that is praised for their innovative and flexible software, as well as for the continual support they provide to their customer base.  When it comes to software, support is a key component to having happy customers, and Wrike has found the best way to provide that is through the use of SnapEngage’s live chat service.

Since 2011, Wrike has relied on SnapEngage Live Chat to help them deliver exceptional customer service and enhance their sales strategies. We recently spoke with Tim Chingos, Manager of Customer Operations at Wrike, master juggler, and self-described Husband of the Year.

Used around the world, more than 30% of Wrike’s customers are international. A business like Wrike requires a chat solution that can scale globally, and SnapEngage delivers. Wrike loves the fact that SnapEngage allows prospects, near and far, to connect with them in real-time. They also enjoy that SnapEngage gives their agents immediate insight into which area of the world their customers are chatting from, which has helped them to accommodate cultural differences and norms, tailoring each experience to every single customer. His non-native English-speaking agent team also loves the Sneak Peek feature, which gives them more time to formulate responses during a chat.

Wrike_Grid2Tim is acutely aware of the positive impact that SnapEngage has had on Wrike. Wrike first used live chat for customer support and has recently branched out, adding chat to their sales efforts as well. Tim spearheaded this project and loves the fact that SnapEngage is so easy to setup and use. To further enhance sales efforts, the sales team uses SnapEngage’s Salesforce integration, which Tim describes as “phenomenal.” His team enjoys the seamless integration and the custom field mapping, allowing them to send data on leads directly from SnapEngage to Salesforce after a chat.

The response from Wrike’s customers since implementing SnapEngage has been overwhelmingly positive, and customers are consistently impressed by the speed and availability of customer support due to live chat. Tim noted that “…live chat has to be part of [Wrike’s] support strategy, [Wrike’s] customers expect it.”

Wrike prides themselves on delivering excellent customer support, and they expect nothing less from their live chat provider for their own support needs. The Wrike team loves the consistent and quality customer support they receive from SnapEngage whenever they encounter an issue or have a question regarding their account.

Wrike also agrees that SnapEngage is strong in its simplicity. The user interface of SnapEngage is simple and intuitive even for non-technical individuals, which allows Tim and his team to resolve issues over chat around the clock without the need for extra help from their IT department.

Stay tuned for our next customer conversation, coming soon!

December 9th Release Notes: Integration Link Feedback

Happy Tuesday everyone,

For today we’ve have the following change:

* In the closed chat section of the Chat Portal we’re now slightly greying out the destination icon once it’s been clicked on. This is to provide additional feedback to the agent that they may already have the chat open in their help desk or CRM in another tab.