Release notes week of July 28th: Preview for images sent via SMS text-to-chat in the Chat Portal


  • We now now show a preview of image attachments (MMS) sent via SMS in the Chat Portal.


Fixed Issues

  • Fixed a bug that came to light for some Chrome users where occasionally the ‘Text’ chat button from the Design Studio would not appear on the website.
  • Fixed an issue where the message time tamps of the CSV Logs export were formatted in an unexpected way.
  • Fixed a bug in the survey analytics page, where the values were rounded up and down inconsistently.

Healthcare Industry Reaps Benefits of HIPAA Compliant Technology

Healthcare Industry Reaps Benefits of HIPAA Compliant Technology

HIPAA Compliant Live Chat Elevates Customer Experience in Healthcare Vertical

As technological advancements continue to infuse and transform every facet of society, the healthcare industry is no exception. While some may argue that healthcare technology adoption has been too sluggish at times, consumers, patients, and providers alike can all be thankful that a rapidly changing landscape solidifies the need for HIPAA compliant technology solutions in 2017 and beyond. Organizations already using HIPAA compliant technology have experienced profound results, including:

  • Reduced cost-per-interaction
  • Higher patient satisfaction
  • Improved efficiencies
  • Reduced risk of facing costly noncompliance penalties
  • Improved reporting and data collection
  • Increased conversion rates

The CDC reports that in 2015 alone the United States spent $3.2 trillion in healthcare expenditures, and this number continues to climb. Providers today can adopt innovative and creative uses of HIPAA compliant technology in their efforts to curb rising costs while meeting the needs of a growing population that is living longer than ever before.

New audience; new technologies

The demand for advancements in healthcare technology has been spurred in part by our nation’s changing population and recent shifts in demographics. Millennials have officially overtaken Baby Boomers as the largest living generation in America, as reported by Pew Research Center. In fact, millennials now number 74.5 million in the United States alone and represent over a quarter of the nation’s population. It’s hard to ignore the fact that these 74.5 million individuals possess immense purchasing power. As members of the generation continue to move into their prime spending years, advance in careers, raise families and assist aging parents and/or grandparents, this power and the generation’s desire for a revamped healthcare system that integrates with their lifestyle will increase. In fact, 60 percent of millennials are in favor of incorporating telemedicine (the use of telecommunications technologies to support remote health care, education, and administration) into their comprehensive healthcare strategy. Smart healthcare organizations looking to cater to a changing demographic while remaining competitive in the landscape can use HIPAA compliant technology solutions such as live chat to their advantage. HIPAA Compliance Guide

HIPAA compliant chat offers up innovative solutions for providers seeking a competitive edge

If you think that your organization isn’t a good fit for live chat, think again. The applications for chat in healthcare are as varied as the providers implementing new technology and the patients and consumers they serve. Here are just a few examples:

Telemedicine and remote care

Patients no longer need to schedule appointments face-to-face with providers in order to receive quality care. Many healthcare providers and health insurance companies now offer patients the ability to connect with a doctor or nurse remotely in a telemedicine setting. Patients experiencing less pressing, routine issues such as the common cold can log into secure web portals and chat with a nurse about their symptoms and recommended course of treatment from the comfort of home. Telemedicine represents an exciting development in medical care, and is already working to help alleviate overcrowded urgent care centers and doctors’ offices, freeing up providers to see patients for more complex medical issues that require in-person attention. This remote care option is almost always cheaper to administer, and the resulting reduction in cost-per-interaction helps practices cut down on ever-increasing healthcare costs while providing patients with more affordable care options.

Doctors’ offices, clinics, and hospitals

Doctors’ offices, clinics, and hospitals see thousands of patients every year, and the demand for quality service is only going to increase with a rising population. Live chat helps clients such as Phoenix Children’s Hospital address inquiries, complete tasks, and resolve issues that used to be reserved for in-person, phone, or email interactions only. Chat software allows those fulfilling administrative functions in provider offices and clinics (office managers, front desk receptionists, medical assistants, etc) the freedom and flexibility to assist multiple patients concurrently. This results in shorter wait times and increased patient satisfaction. Administrative and billing staff can use chat technology to help them schedule patient appointments, answer commonly asked questions, resolve billing and insurance issues, refill prescriptions, and more.

Health insurance providers

Anyone who has ever groaned in frustration over precious time lost trying to resolve insurance coverage questions and claim issues knows that this is an all-too-common occurrence. Chat technology helps insurance providers deliver an improved customer experience by giving patients the option to connect instantly with insurance customer care teams. Consumers receive the answers they need when they need them, and satisfaction increases as a result. For insurance companies, this is only one of many enormous benefits that chat technology delivers. Insurance teams can streamline internal processes and improve efficiencies by implementing chat. Instead of assisting a single client at once over the phone, customer care teams can assist multiple consumers at once, which significantly reduces cost-per-interaction spend and wait times. Insurance providers can also use chat to guide patients and potential subscribers through online surveys and form submissions, helping providers avoid costly errors down the line and further saving on time and money.

Behavioral health and treatment centers

HIPAA compliant chat offers a compelling advantage for organizations that routinely deal with sensitive topics in which trust, speed, and anonymity are of the utmost importance. Drug and alcohol addiction treatment centers, mental health care providers, behavioral health organizations and more have all witnessed powerful results after implementing chat. Drug treatment marketing industry leader, Netjumps International, experienced a 225% increase in conversion rates per admissions representative when online leads interacted via a live chat engagement as opposed to a contact form engagement. Chat breaks down barriers and helps providers assist potential patients during an extremely vulnerable time in their lives. Treatment centers and programs, such as Aid in Recovery, that offer live chat support are seeing increased admissions rates and helping more people than ever before. This technology also helps providers cut down on costs across the board, creating additional budget bandwidth for new programs to assist those in need. Read more about the ways live chat is reshaping the behavioral health field.

Medical equipment, pharmaceutical companies, and medical SaaS providers

Medical equipment distributors, pharmaceutical companies, online prescription delivery services, and medical practice management SaaS companies can all derive exceptional benefits from implementing live chat within their overarching growth strategy.  Services such as PillPack, a revolutionary online pharmacy, use HIPAA compliant chat technology every day to streamline and enhance their customer service workflows and sales and lead generation efforts. Companies in this space can connect instantly with prospects securely and privately via HIPAA compliant conversation platforms, allowing providers to answer questions about products and offerings in a shorter amount of time, reducing the sales cycle duration and increasing conversion rates and revenue. On the flip side, customer support teams can rely on chat technology to help them deliver quality customer support and answer questions or resolve issues concerning products and services. They can use online conversation platforms to do this more efficiently and cheaply, all while maintaining high levels of customer satisfaction.

Cord banking and fertility services

HIPAA compliant conversation technology also proves to be incredibly valuable for medical services such as cord banking and fertility clinics, in which potential users of these types of services often conduct extremely thorough and time-consuming research. Chat helps providers address detailed questions and explain procedures in a secure, non-threatening setting and allows providers to help future patients make confident and well-informed decisions.

This competitive edge continues later down the line, as chat technology gives providers the necessary tools to engage in seamless and concurrent customer support interactions (with reduced support staffing requirements) from the beginning all the way to final stages of complex medical procedures.

Want to learn more about SnapEngage's HIPAA compliant solutions?

AlienVault Case Study

AlienVault Experiences 80% Growth With SnapEngage

The Challenge

In June 2014, AlienVault began experimenting with live chat as part of their overall strategy to increase sales and their customer base. They needed a solution that integrated seamlessly with Salesforce, had an intuitive UI for agents and provided robust analytics and reporting capabilities to prove the ROI of their chat program.

The Solution

AlienVault switched to SnapEngage after experimenting with another chat provider that wasn’t meeting their needs. Shortly after implementing SnapEngage, AlienVault started to see immediate results, improving their chat-to-opportunity conversion rate to 46% (on average) with 80% growth quarter-over-quarter.


Quarter-over-Quarter Growth


Chat-to-Opportunity Conversion


Opportunity-to-Deal Conversion

About AlienVault

Founded in 2007 in San Mateo, CA, AlienVault is a top-rated, award-winning security information and event management (SIEM) provider. AlienVault’s mission is to enable organizations of all sizes to detect and respond to today’s security threats in cloud, on-premise, and hybrid cloud environments.

Over 5,000 customers across the globe (including Subaru, U.S. Air Force, and Dole) trust AlienVault to provide highly intelligent security that is both affordable and simple to use. Their Unified Security Management™ (USM™) offering delivers a comprehensive array of security capabilities to help organizations meet the need for effective threat detection, incident response, and compliance. These capabilities include asset discovery, vulnerability assessment, behavioral monitoring, SIEM, and intrusion detection.

The Need for a Seamless Sales Solution

In June of 2014, AlienVault was experimenting with live chat services as part of an overall strategy to increase sales and their customer base, and began using LivePerson on the sales front (along with Footprint chat). The team knew that no matter which software they used, one of their key requirements for any chat solution was the ability to integrate seamlessly with Salesforce (the team’s primary CRM for all sales/marketing activities and lead tracking).

AlienVault had recently brought on Graham Cohen, a Web Product Manager within the team responsible for managing front-end products and operations such as the Open Threat Exchange, marketing website, Salesforce and Marketo integrations, and the company’s service-layer integration. Graham was tasked with fleshing out the organization’s live chat program further, and quickly realized that their current chat provider was not meeting their needs.

Graham and his team discovered that their provider’s Salesforce integration did not offer an intuitive UI, resulting in sales chat agents wasting valuable time in their attempts to pass information from chats into Salesforce. In practice, they were copying and pasting chat data into the Salesforce lead records (displayed in an iframe), leading to team-wide frustration and hindering the flow of their overall sales process.

Furthermore, they were not getting the level of analytics and reporting they needed to prove the ROI of their chat program. Graham was responsible for making data-driven decisions in regards to chat performance and future strategies. In his previous attempts to dive into the data and find, for example, the URLs where chats were started from, he faced unexpected difficulties. Because their chat did not offer analytics reports that could easily be exported to CSV, Graham found himself manually copying analytics data cells over to his own reporting mechanism on a monthly basis, ultimately wasting precious time.

Discovering SnapEngage

Fed up with lackluster chat experiences, Graham immediately went to the Salesforce AppExchange and searched based on his team’s primary requirement, “website chat Salesforce integration”. SnapEngage, along with its native Salesforce integration, was one of the first listings to appear.

When Graham clicked through to the SnapEngage website, he began a conversation with SnapEngage solution consultant, Dan Mowinski. This initial discovery conversation, along with all subsequent interactions with the SnapEngage team, quelled any lingering doubts he held about switching chat providers.

Graham recalls another key requirement: “We were unable to get a custom experience through LivePerson.” The custom experience he was seeking included the ability to create a custom chat form (shown above) that incorporated AlienVault branding (logo, colors, etc) along with multiple custom data fields such as first name, last name, email, company, etc. With SnapEngage, he learned that this custom chat experience would be easy to implement, and it was “exactly what [he] wanted.”

Every question was answered. I wasn’t in a queue, I didn’t have to wait in line, people picked up the phone. I’ve never worked with a better company than SnapEngage.

Graham Cohen

Web Product Manager, AlienVault

After a full product demonstration (tailored to AlienVault’s specific use case and desired outcomes for chat) and a cost-benefit analysis, Graham was sold. And his company was, too.

“We had a great roll-out. Dan was there every step of the way, every question was answered, my support issues were answered. I wasn’t in a queue, I didn’t have to wait in line, people picked up the phone.” This entirely new and refreshing customer experience played out in stark contrast to Graham’s previous disappointing experiences with other live chat providers. “I’ve never worked with a better company than SnapEngage.”

During the implementation of SnapEngage on the AlienVault website, Graham and his team were able to tackle their third primary requirement for a live chat service. They needed to be able to silo off certain types of chats from one another (general sales vs. resellers). With the SnapEngage multi-widget offering, they were able to create two unique widgets and install them on corresponding pages throughout the entire website. For Graham, this experience was “fantastic, and it was so easy to implement” compared to previous chat providers.

After installing SnapEngage on the product and pricing pages, the team quickly decided to install SnapEngage on over 47 technical solutions pages, the support resource center, and finally, the AlienVault homepage. Using multiple widgets and priority tiers, Graham was able to break down “the allocation of the chat behind the scenes” for a seamless end-user experience tailored to their complex product offering. Robust reporting and analytics made it easier than ever to tie data into Salesforce for a 360-degree view of chat performance and its impact on overarching sales goals.

AlienVault Grows by “Leaps and Bounds”

It didn’t take long for AlienVault to experience results. “Quarter over quarter, [we’ve experienced] 80% growth. It’s unbelievable.” After SnapEngage was installed on the homepage for just a few months, their reactive chat-to-opportunity conversion rate increased to 30%, with the opportunity-to-deal rate at 15%. After they added proactive chat functionality to their setup, the proactive chat-to-opportunity conversion rate performed even better: averaging 46%, with the opportunity-to-deal rate at 17%.

Chat puts you right in front of the visitor immediately. It opens a portal to create that instant dialogue between the visitor and the sales rep. It works out to our advantage.

Graham Cohen

Web Product Manager, AlienVault

To sum it up, “chat converts better than anything else” for AlienVault.

In order to further increase chat volume and conversion rates, the team enabled the Call Me feature so that interested prospects could immediately jump from a chat conversation to the phone to tackle more in-depth, technical conversations. The team also used javascript variables to route proactive chats to the appropriate sales reps based on verticals, for a customized end-user experience. Using the SnapEngage-Salesforce integration, all chat data and variables flow seamlessly into the Salesforce lead record after the chat ends, ensuring seamless follow up from AlienVault’s sales team.

AlienVault’s chat volume has tripled since implementation in 2014, and the team has fielded over 11K live chats since the adoption of SnapEngage services. Chat volume has increased so much that they now hire dedicated chat reps to meet customer demand. Graham has taken steps to scale up the chat program and train new agent teams in chat etiquette and best practices, and even created a SnapEngage/AlienVault training guide for new sales agents.

Graham explains the driving reason for his success with SnapEngage best: “Chat puts you right in front of the visitor immediately. It opens a portal to create that instant dialogue between the visitor and the sales rep.” SnapEngage allows AlienVault site visitors to instantly receive accurate and quick answers about “exactly what [visitors are] looking for. It works to our advantage.”

As for Graham? “SnapEngage has made me look like a champ.”

Ready to get started with SnapEngage?