Week of July 18th 2016 Release Notes: SSO Error Handling and Improved Chat Transcripts

Greetings SnapEngage Chatters,

For the past week we’ve made the following changes:

  • Improved our SSO (Single Sign On) error handling
  • Improved possible conflict resolution when using our data sanitization feature
  • Improved the escaping of url and email addresses in chat transcripts
  • Added the ability to include some HTML formatting to system messages


[Case Study] Hootsuite Reduces Tickets and Boosts Customer Satisfaction with SnapEngage Live Chat

How Hootsuite elevated and streamlined their customer support with SnapEngage Live Chat

This case study tells the story of how one SnapEngage client was able to dramatically increase their customer satisfaction and efficiency alongside exponential growth in support channel volume, all without increasing their team’s headcount at the same rate.

Hootsuite, the most widely used social media management platform, was founded in 2008 and since then has amassed over 13 million customers in over 175 countries, 2500+ of which are Enterprise customers which comprise 800+ of the Fortune 1000.

Teri Bayrock HootsuiteTeri Bayrock
Senior Manager of Customer Support Operations at Hootsuite
Teri shares her story of integrating live chat into their support channel offerings and the overall impact that it has had on response time, ticket reduction and customer satisfaction. Continue reading “[Case Study] Hootsuite Reduces Tickets and Boosts Customer Satisfaction with SnapEngage Live Chat”

Week of July 11th 2016 Release Notes: Team Chat history and Configurable Messages

Hello Fellow Chatters,

Over the past week we’ve made the following changes:

  • Fixed an issue where duplicate messages could be show when scrolling back through Team Chat history.
  • Fixed an issue where the configurable “Just a moment…” message wasn’t being used for chats going in to a queue.
  • Fixed an issue where SAP logo could sometimes be shown in place of other integration logo in the Chat Portal and Logs page.
  • Improved the visual feedback when adding and removing agents and admins in the Admin Dashboard.
  • Updated the Admin Dashboard Integrations page to show that we connect to Desk.com using https.