The Benefits of Emojis In Live Chat

September 29, 2016

Improved emoji support for SnapEngage clients and visitors

We’re excited to announce that we recently added expanded emoji support to our live chat interface on both the client and visitor sides. So, now, whether you’re chatting with your team or chatting with your website visitors, you can say what you want to say with emojis. The new release brings the following enhancements:

live chat emoji libraryImproved image library

We’ve added an expansive library of commonly (and not-so-commonly) used emojis so every emotion, symbol and reaction is at your fingertips. From animals to food to sports, whatever you have to say, you can now say with an emoji!

Easier search and selection

Intuitive and accessible search functions in the Chat Portal make finding your desired emoji easy and convenient. Use simple keyboard shortcuts or search our categorized library of emojis right in the message bar.

emojis in live chat

Visitor-friendly

All of the emojis that we’ve made available to agents in the SnapEngage Chat Portal will be displayed in the visitor chat window.

So, all of this emoji work got us thinking… How did these seemingly silly little symbols become important enough to make it into our product roadmap, span a couple sprints with our dev team, and warrant a big announcement? Well, we went searching… Continue reading “The Benefits of Emojis In Live Chat”

Customer Story: Inside iFixit’s Customer Support Team

iFixit Uses Live Chat to Save the Planet

We’re big fans of iFixit here at SnapEngage. So you can imagine our excitement when they decided to add SnapEngage Live Chat to their customer support offerings. We spoke with Annette Fuller, iFixit Support Technician, to get more insight into how iFixit is leveraging live chat to complement and enhance their overall customer experience.

Guest Post from Annette Fuller, Support Technician at iFixit

At iFixit, our mission is to save the world. And believe me, working here sometimes makes you feel like a superhero. We believe that everyone should have access to repair knowledge. When you buy something, you should be able to take full ownership of it. That means repairing it when it breaks, so that you don’t have to keep adding to landfills and buying new devices.

ifixit live chatCell phones, laptops, and tablets are our main focus, but the founders of iFixit didn’t want to stop at only the repair knowledge we could generate ourselves. That’s where our guide creation software comes in. Anyone, anywhere, can author or contribute to a repair guide on our site. We have guides for household appliances, cars, farm equipment, coffee makers, you name it.

This vast repository of knowledge at people’s fingertips doesn’t necessarily mean that all questions can be answered just by searching the guides. Sometimes, a DIYer wants to touch base with customer service to get a quick, direct answer to a question. If it’s something we have experience in, or something we’ve learned a lot about through customer stories, research, and trial and error, we help out wherever we can. If we don’t know enough about the particular device they’re working on, we direct them to people who do, like the fabulous repair experts on our Answers forum. Continue reading “Customer Story: Inside iFixit’s Customer Support Team”