3 Ways to Maximize Client Feedback

Using Client Feedback to Drive Innovation

Is-your-customer-feedback-languishing-in-excel-part-2_5What drives innovation in your organization? Are you constantly bringing “Wouldn’t it be cool if…” ideas to your product development team (to inevitably be met with eye rolls)? Or, are you truly listening to the wants and needs of your clients and working to improve your product to meet the demands of your user base? Hopefully, you answered with the latter.

Companies large and small across the globe interact with their clients on a daily basis, exchanging information through various streams – live chat, phone, email, support tickets, social mentions, etc. But information is only meaningful when there are processes in place to act on incoming client feedback.

When a busy support agent is assisting multiple clients at once, it’s easy to let an important tidbit of feedback during a routine conversation slip through the cracks, as “fires” and other, more pressing issues take priority. Even during lulls, incoming insights can fall by the wayside. So how do you overcome information overload and close the loop on valuable customer feedback?

Here are three tips to help ensure that client insights result in actionable, innovative change, rather than falling into the black hole of lost opportunities. Continue reading “3 Ways to Maximize Client Feedback”

Week of January 18th Release Notes

Hello from the other siiide.

This week we’ve deployed these bug fixes and feature improvements:

  • Fixed a small payment page issue for Safari and IE users.
  • Fixed an issue where the visitor chat transcript would sometimes not render correctly.
  • Improved the look of the chat text input area in Safari.
  • Improved the loading of the list of agents when starting a team chat.
  • Added the ability for agents to resize the chat details and agent links tabs in the Chat Portal. This can be done by moving the mouse cursor over the bottom of the tab until it changes to the resize cursor, then left click and hold to resize up or down.

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Along with the above changes, we have made a large change to the Desktop Notifications within the Chat Portal. Recently, the browsers that support Desktop Notifications (Chrome, Firefox, and Safari) have all made changes to become more compliant with the specifications published around Desktop Notifications. These changes have caused these browsers to auto-close the notifications at varying time intervals and which has made it impossible to keep the notifications open for a specific amount of time (or indefinitely for that matter). So, to give a more consistent and pleasant user experience, we have removed the time options for Desktop Notifications. Now you can either have a notification fire, or not, but the browser is left in charge of closing the notification (these times are approximately 4 seconds for Firefox and 10 seconds for Chrome and Safari).

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The good news around all this is we did build in a notification ability for IE users. Please see Chat Portal Desktop Notifications with IE for further details.

4 Simple Lead Qualification Hacks With Live Chat

How To Qualify Leads With Live Chat

So you’ve built a can’t-live-without product/service, defined your buyer personas and created some great lead generation campaigns to get qualified traffic to your website. But attracting eyeballs is only the first step. How do you sift through your website visitors to make sure you’re focusing engagement efforts on your most actionable buyers, rather than wasting time with lost traffic and looky-loos?

sales funnel lead qualification

Lead qualification is a crucial step in the sales funnel, but it can also prove frustrating at times. Live chat software provides excellent tools to help qualify leads so your sales team can do what they do best – close deals. Continue reading “4 Simple Lead Qualification Hacks With Live Chat”

Week of January 11th Release Notes: Chatbox improvements & More

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Greetings, loyal chat engagers.

We bring you the following bug fixes and feature improvements…

  • Preventing a horizontal scrollbar from popping up in the chatbox during file exchange and secure data transfer, for Windows users.
  • Normalized the font display inside the chatbox minimize menu,  which was previously susceptible to the CSS rules defined on the client’s website.
  • Improved the flow of when to send Admin account invite and reset emails in our Permissions settings.
  • Fixed the issue of keeping desktop notifications open ‘Until clicked’

Tips for Super Busy Chat Days

Keep Calm and Chat On

tips for busy live chat daysA busy chat day should typically be welcomed and celebrated (aside from site outages and other critical issues). Engaging with your website visitors is a great first step towards converting them to valued customers, and more leads entering your funnel means more opportunity to generate revenue.

But when chat volumes approach your team’s capacity limits, anxiety can build as you struggle to deliver a consistent, outstanding customer experience to all visitors.

Here are some helpful tips for maintaining your cool and thriving during busy chat times. Continue reading “Tips for Super Busy Chat Days”

Advancing Customer Service Through Social Engagement

Delivering an Omni-Channel Customer Experience through Social Media

Love it, hate it, or simply live with it, there’s no denying that social media is everywhere and it’s here to stay. From photo sharing and 140 character statements to career building forums and dating services, social media has seeped its way into nearly every facet of our world.

live chat social media

So what does all this mean? Businesses must embrace and adapt to the changing digital social sphere by evaluating the effects and opportunities across their organization. Different functions to consider include: sales/marketing, customer support, reputation management, talent recruitment/management, research/development.

As customer experience continues to grow as a differentiation strategy, it’s important for businesses to meet the increasing demands of consumers, which requires an omni-channel approach to customer engagement, including… you guessed it… social media! Continue reading “Advancing Customer Service Through Social Engagement”

Week of January 8th Release Notes: Misc fixes

Happy New Year from SnapEngage! Here are the changes and fixes introduced this week:

  • Analytics custom time range: We addressed a newly introduced issue with the custom time range incorrectly reporting “Over maximum date range” when that was not the case.
  • Fixed issue with sound missing from iOS push notifications.
  • Call-me from computer has been having issues these past few weeks on Google Chrome as the access to the audio device from the Google Chrome browser was now restricted to https websites. The Call-me browser client is now always opened on https to meet this new requirement.
  • Improved the visibility of the “Enable Chat” checkbox in the Agent Settings section of the Admin Dashboard.
  • Corrected the content-type header on some of the CDN content, which was incorrectly serving some image resources as text. Most browsers were self-correcting the wrong header though, we were not aware of customer impact due to this.