Info-Capture Chatbot Available Now

Info-Capture Chatbot Available Now

We’re excited to announce a new SnapEngage product offering: The Info-Capture Bot. This bot provides an easy way for B2B and B2C companies to capture website visitor information even when no human agents are online and available to chat.

The Info-Capture Bot captures key visitor contact information required for proper follow-up, and after the chat, your sales and support representatives will be able to follow up appropriately. Before chatbots like this were available, website visitors had to submit offline requests when agents were unavailable. Many web visitors that submit offline requests have to rely solely on a minimal form submission confirmation (i.e. “Thank you for your message.”). The Info-Capture Bot provides a more interactive, improved visitor experience via a real-time chat conversation.

Sales and support teams can rely on the Info-Capture Bot to supplement agent resources 24/7/365 during peak and off-hours, and ensure that critical visitor information (like email address) is recorded for timely support and sales follow-ups. Admins seeking additional data about peak activity hours and current staffing gaps can use our Capacity Report feature to assist in the development of an effective chatbot strategy.

Use chatbots to supplement (not replace) human agents

As a best practice, it’s important to keep in mind that chatbots are an incredibly useful tool to supplement team/agent resources, but they should not be considered a full replacement for human chat agents.

The chatbots of today cannot fully replace the in-depth business knowledge, contextual reasoning, critical thinking skills, creativity, empathy, and decision-making skills that your agents already possess. Therefore, it’s recommended to staff sales and support teams with human agents first, and then incorporate chatbots thoughtfully and strategically to enhance existing resources.

Here’s how the Info-Capture Bot works

When you enable the Info-Capture Bot, the bot will appear to website visitors just like another agent. When there are no agents online (such as during off-hours, overnight, etc), your SnapEngage widget will still appear in “online mode” to website visitors, and any incoming visitor chats will be routed directly to the Info-Capture Bot.

When human agents are online but maxed/unavailable per standard agent routing rules and tiers, the Info-Capture Bot takes over to field incoming chats.

This bot works completely out of the box for both proactive and reactive chat, and requires no special installation. All admins need to do is add the bot from the Agent Settings tab. You can use our existing friendly bot avatar, or update the bot’s avatar with any image or logo that more closely matches your branding. Learn more about integrating SnapEngage with your branding strategy.

Stay tuned for new updates and additions to the SnapEngage chatbot offering!

Release Notes July 18th: Info Capture Bot, Zalo Messenger Visitor Channel, Various Hub improvements and fixed issues

 

Greetings SnapEngagers,

here is what the Development team has been working on in the last weeks:

New Features:

  • We have released a ‘Beta’ version of our Info Capture Bot to capture visitor inquiries while your team is offline or maxed out. You can read more about this feature here.
  • We have also released a new visitor messenger channel integration with Zalo, you can read more about this option here.

Hub Updates:

  • Fixed an issue where the Hub was freezing intermittently when a second chat arrived and appeared as a duplicate of the first chat.
  • Fixed an issue where the sound notification for the first chat was not playing because of a new auto-play policy of the Chrome browser.
  • Fixed an issue where selecting and copy&pasting text was broken.
  • Improved the display of the contact column content in the minimal view.

Other Fixed Issues:

  • We are currently working on an issue where duplicate cases are created when transferring a chat to a maxed out widget. While we are working on a full fix to enable the queue again, in the mean time it will not be possible to transfer a chat to the widget in this case. You can still transfer a chat to individual agents directly even if they are maxed out.
  • Fixed an issue where the proactive chat was being hidden on mobile browsers after minimizing.
  • Fixed issues with checkboxes on the chat box: The content was jumping up in very long forms  – and a short lived issue where the offline checkbox was not clickable.
  • Fixed an issue where the rounded button corner setting was missing in the Design Studio configuration.
  • Fixed an issue in the Chat Agents admin Tiers configuration, where agents could be set up above Tier 1 in a not functional Tier 0

 

 

Remote Work: An Integral Part of Today’s Business Landscape

Remote Work: An Integral Part of Today’s Business Landscape

Remote workers continue to flood the job market, which is a rather surprising twist for this vocational classification. That may be surprising to some, in part because remote positions seem commonplace today and in part due to many of those individuals being Millennials. It’s hard to believe there was once a time when taboos were attached to the “work from home” label.

Although that may seem somewhat inexplicable in the marketplace now, the classified job sections of papers and online publications were once inundated with, essentially, scams. Even today, you can look on any job site and likely stumble across those too-good-to-be-true remote job positions. Plenty of job seekers have either seen or unfortunately investigated these types of “get rich from home” schemes. So that once-dreaded taboo on remote work, work from home and no-commute opportunities was understandable, even justifiable.

Sometimes you have to look past the clutter, chaos, and noise to see the truth.

The Remote Worker 

The simple truth is that remote workers have become an essential component of today’s evolving workforce. The irony here may be that remote work isn’t necessarily a new concept. One recent Forbes article talking about the future of remote work began this way:

“Remote work has been a small part of the employment landscape throughout history. Thanks to the internet, those opportunities are now abundant, spurring many new companies.”

There are freight brokers, insurance agents, IT professionals and countless other roles that have been staffed by remote workers for decades. Some of these positions are remote by job definition and others (the vast majority) have been created over time by shifting organizational structures and needs.

The driving force behind the growing popularity of working remotely can be traced to the multiple benefits that remote workers afford companies:

  • Cost Effective Solutions: The considerable expense of insurance, office space overhead costs, and the necessity of supplies are all examples of expenses that companies can reduce or cut out entirely via remote workers. (American Express reported annual savings of $10 million to $15 million thanks to its remote work options). The amount of worker’s compensation required can be reduced. The amount of space needed can be minimized and the supplies like computers, ink, paper and more can be all but eliminated. For a company with a few employees, these savings can aid growth, profit, and success. For a company employing large numbers, these savings can become quite significant (just ask American Express).
  • Bigger, More Talented Employee Pool: More isn’t always better but in the case of businesses having job candidates to choose from – it is always better. Having more job candidates improves the odds of getting more qualified and more diverse people. Being able to interview candidates from entire regions, countries, or even the entire world means that your company has an opportunity to find the very best people available – anywhere.
  • Better Business Model: We have discussed the advantage of having plenty of qualified candidates. We have also talked about the many and considerable financial benefits of employing remote workers. Another advantage of using remote workers is the ability to be more personal as a company. Businesses have done amazing work in recent years on humanizing and personalizing their companies and brands, and these businesses understand that there will never be a replacement for an actual human being. A friendly face, a real person working behind the scenes – this goes a long way to facilitate positive customer experiences. Many industries that have the structure to do so have employed that advantage, delivering their services via remote, human workers. What begins to take shape here is a new and better business model.

All of this is technology driven.

Where Technology Goes…

Business and industry follow technology and sometimes they are created by technology, too. That is the case with remote work – without technology, it simply doesn’t exist. Technology transformed advertising, changed how we communicate and redefined customer service…but it created a mobile workforce.

While technology continues to test and push the boundaries of all things mobile, data, communication and business – the mobile workforce continues right alongside it. For every mobile device offering more capability is a mobile worker who becomes that much better at their job. For every improvement in data handling is a mobile worker who becomes better equipped to perform their tasks.

The increasing number of companies using this avenue in their operations creates more roles for remote workers. The New York Times recently reported on the findings of a Gallup poll that stated:

“Last year, 43 percent of employed Americans said they spent at least some time working remotely…”

This increase in viable, real and important job positions along with the decrease of those over-advertised, questionable work from home jobs has created yet another opportunity – dare we say industry?

Serving the Remote Worker Industry

We started this discussion by commenting on the wave of remote workers entering the workforce as a result of more companies using these options. Did you wonder what impact this has had on business and technology? So have other companies, in particular, those in the tech market. Let’s consider the plethora of mobile apps available.

Apps are merely one example of how the technology world has been focusing on mobility, specifically on mobility in the business arena. It seems everything in technology is now centered around mobile business operations. How to get and retrieve data. How to communicate information. How to process legal, financial, and collaborative transactions. A Forbes article said this regarding technology and the remote workforce:

“Companies are making it easier for employees in any location to log in to critical systems, store files where their colleagues can access them, and quickly tap into any company information.”

It becomes rather apparent that this shift can only benefit and promote remote workers and the companies who employ them.

Technology is on the Move (Literally)

It isn’t surprising that one of the most heavily-impacted job fields is that of technology. From developers and administrators to Tier 1 technicians and marketers, finding an opportunity to work remotely is becoming easier than ever before. With the demands on businesses to cut costs and improve talent pools growing in tandem with employees’ increasing preferences for more flexible job options and work-life balance, the future of remote work looks incredibly promising.

One of our century’s technology leaders put the idea of remote work this way:

“If you’ve got development centers all over the world, you’ve got a sales force out with the customers, the fact that tools like Skype [and] digital collaboration are letting people work better at a distance—that is a wonderful thing.”

 

– Bill Gates, Founder, Microsoft

Providing companies with a multitude of benefits while simultaneously offering employees attractive, flexible and optimal working environments is a wonderful thing, indeed.