Use Labels for Enhanced Chat Segmentation

Use Labels for Enhanced Chat Segmentation

We’ve introduced Labels for enhanced chat segmentation and classification!

The Labels feature allows users to disposition chat conversations and map them easily into an integrated CRM or Help Desk (in addition to chat log CSV exports). This allows for enhanced data tracking, reporting, and better segmentation of SnapEngage conversations. Admins can use Labels to define workflows and integrate SnapEngage more seamlessly with existing processes for more efficient marketing, sales, and support operations. It’s also easy for agents to use Labels to categorize chat conversations during or after a conversation.

 

Labels make it easier to integrate SnapEngage with existing workflows

Label chats directly from the Conversations Hub during or after a chat to categorize and distribute conversations appropriately for optimal customer experiences and make it easy for your team to take proper follow-up actions. Both freeform and pre-defined label options are available – use whichever suits your workflow best. In addition, we also offer label requirements settings.

Existing clients should note that the Labels feature significantly improves upon and replaces the Operator Variables functionality. However, agents can still use Operator Variables with chat commands or shortcuts in the legacy Chat Portal. All users can now configure pre-existing Operator Variables in the new Hub tab of the Admin Dashboard.

If you’re an existing SnapEngage user that hasn’t migrated to the Conversations Hub yet, take a peek here to learn more. The Hub offers an updated, intuitive agent interface where users can manage all conversations with visitors in one central location – no matter the channel.

Release Notes Sept. 19: IP Address Security Feature, Hub Help Knowledge Base Option & End Chat Confirmation, Chrome Sound Notifications

 

Hello Snapengagers,

Here is an update of what the dev team has been up to since the last release note blog post.

Updates:

  • We now offer a new security feature to automatically sign out the agent or admin when their IP address changes. You can find this option under the My Account -> Access Rules -> Security settings:

  • Hub:
    • In order to avoid missed chats we now show a notification banner when the Chrome browser is blocking sound notifications because there was no previous user interaction on the page.
    • There is now a Help option to easier access our SnapEngage support pages from Hub. This is an implementation of our existing Knowledge Base feature, you can learn more about how to use this to integrate your own Knowledge Base and Intelligent Pre-Chat for your agents and customers here.

  • We now show an end chat confirmation message when the agent closes the chat, to make sure the chat was not closed by mistake. As an improvement on the legacy Chat Portal end chat confirmation we will automatically end the chat after 10 seconds if no action is taken:

 

Resolved Issues:

  • Hub:
    • Fixed an issue where Hub threw a ‘Something went wrong’ error when trying to view an ongoing chat.
    • Fixed an issue where the agent status icons were temporarily missing from the agent list in team chat.
    • Fixed an issue with IE11 where the contact info column was not resizable.
    • Fixed an issue with the infinite scrolling in the team chat.
    • Fixed an issue with reverting to the Chat Portal not working.
  • Other Issues:
    • Fixed an issue where the wrong feature set was made available on some Self Service plan types.

Training Your Customer Support Team with Remote Learning Strategies

Training Your Customer Support Team with Remote Learning Strategies

Struggles of modern learners

If you were asked to paint an acrylic of a beach sunset in 60 minutes, could you do it? Most people couldn’t do this task without prior knowledge or access to a how-to video. It’s hard to perform a task well the first time without experience and proper guidance. This is why cohesive training programs and successful employee onboarding programs are so incredibly important for the growth and success of businesses.

The principles of adult learning aren’t so different from the concepts that teachers use to keep youngsters engaged in the classroom. When it comes to adult learning and training new employees, it’s natural that the motivation behind our inspiration to learn will change somewhat as we age.

Apply the foundations of adult learning to your organization

Malcolm Knowles, a leader in the field of adult learning and education, advocated five strategies for helping students acquire new learning. All of these elements can be applied to any employee training program. According to Knowles, adults want:

1. To understand why it’s important to know or do something.

2. The freedom to choose their own way to learn.

3. To learn through experiences.

4. To learn when the time is right.

5. To be part of a positive and encouraging process.

If you’re designing a company training program to help employees complete the steps in a task or process, consider these five key elements of the adult learning experience. Think about ways that you can demonstrate the purpose, reasoning, and importance behind each new training item. Try to get creative and provide different ways of explaining the same concept to cater to varied learning styles.

 

Help employees learn faster and easier

When you train employees to use a new or updated program or a website application, it might work best to break down every new concept or task into manageable chunks. Breaking down training sessions and concepts into manageable pieces makes it easier for employees to process and retain the information.

Another option to automate the process of developing a training guide is to perform the task(s) yourself and use a software solution such as a learning management system (LMS) to record the steps as you go. You can also use an LMS to create customized, pre-built training programs that employees can work through at their own pace. This has been very beneficial for new chat agent hires right here at SnapEngage!

Building knowledge on a remote team

The challenge of providing effective training to a customer support team becomes even greater when the members aren’t working in the same building – or even the same country. Our team has extensive experience in this more challenging aspect of training, with offices located eight hours apart in both Boulder, CO, USA and Berlin, Germany.

Employees need to be able to perform their jobs even when they can’t regularly attend a face-to-face training session. Even if you can organize on-site training, staff will have ongoing learning needs, and getting everyone together won’t always be feasible.

So, you can try sending a training guide over email and then provide online or offline chat support as they try to use it. The SnapEngage team chat functionality is perfect for internal training and communication. You can even walk step by step with new staff through the training manual and answer any questions they may have. However, keep in mind that many tech-savvy employees today often prefer to work through online tutorials, manuals, or training guides independently at first.

Ensure training success for remote employees

When your employees are learning in ways that help them to be more productive, everybody wins! However, you also want to be aware of the fact that working with a co-located customer support team has challenges. For example, you could give all team members a series of ‘angry-customer’ scenarios to work through in a virtual learning management system and have a debriefing meeting to collect their ideas.

This kind of session enables both new and veteran employees to share what they have learned or reflected upon with other team members. They can even bring up different, specific scenarios from work that were similar to the training scenarios. It’s important for the team leader to carefully assess, coach, and expand upon the learning connections that other team members derive from training materials.

Virtual barriers to communication and collaboration for remote teams

Whenever you work with a virtual team, there are barriers to effective collaboration of all members, especially in a learning context. For example, during the group’s communication using technology, there can be many accidental misunderstandings. Dhawan and Chamorro-Premuzic explained this well on HBR.org:

“Remote communication can distort the normal pace of our conversations. The delay between our messages can often postpone or hide emotional reactions to our comments.”

When you follow up with members of the customer support team about a training guide or a customer service debriefing, look for ways to ensure that they have truly processed and understood the new information. Using a video chat or a telephone conversation will provide you with even more in-depth information about their level of understanding.

Omnichannel Expansion with Zalo + SnapEngage Integration

Omnichannel Expansion with Zalo + SnapEngage Integration

We’ve recently expanded our Channels offering with the SnapEngage + Zalo integration. Zalo is one of the fastest-growing mobile messaging applications in Vietnam and was launched by VNG Corporation. As of August 2017, Zalo had over 70 million users concentrated in Vietnam and other areas with large Vietnamese communities (including the United States, Cambodia, France, Australia, Japan, Canada, Taiwan, Germany, South Korea, and more).

 

Explosive growth continues in mobile messaging and online e-commerce

Omnichannel shopping, e-marketplaces, and the continual advancement of social networks have all led online and offline retail to grow at a rapid pace within Vietnam and throughout the world. In fact, the Vietnamese e-commerce market is expected to grow to $10 billion by 2022. Nguyễn Bạch Điệp, the general director of FPT Retail (an IT services company in Vietnam), summed up the evolving market well in a 2018 article and stated:

“The retail industry has seen a rapid change in its business model, from traditional retail to online retail, to serve higher demand from customers. Enterprises that are quick to employ the tools will significantly increase their sales efficiency.”

– Nguyễn Bạch Điệp, General Director, FPT Retail

Businesses with the ability to employ and optimize platforms like Zalo, WeChat, Facebook, Instagram, and e-marketplaces in addition to conventional store websites will be much better equipped to serve the changing needs of today’s shoppers. Modern shoppers now prefer the ability to browse and purchase via mobile or even gaming devices (in addition to the traditional desktop) and also prefer the flexibility to choose from multiple application options when making their purchases.

Reach buyers where they are with Zalo + SnapEngage

With the new Zalo + SnapEngage integration, messages sent to your Zalo account from visitors will be automatically directed to chat agents’ Conversations Hub within SnapEngage. All incoming messages to Zalo will be handled just like any other live chat coming from your traditional website. We’ve also made it easy to connect more than one Zalo account with each SnapEngage widget for a more flexible setup.

This new integration streamlines processes and increases efficiency for agent teams, who can now handle both Zalo and SnapEngage conversations directly inside SnapEngage. This means that sales and support agents don’t need to spend their limited time learning another system or switching constantly between two platforms.

The Zalo integration is another exciting expansion to our Omnichannel offering, which also includes a WeChat integration, Facebook Messenger integration, and SMS-to-Chat functionality.