Chat Agent Tips with a SnapEngage Client Success Manager, Part 1

You want to be successful with chat almost as much as we want you to succeed with chat. But getting started on the path to success as a chat agent can be daunting, especially if chat is uncharted territory. We sat down with our Client Success Manager, Leor, to discuss some chat best practices.

1. What are some easy things chat agents can do to be successful?

There are many things you can do as a chat agent without having to go to your administrator for help! One of the easiest is to make sure you have your desktop notifications enabled and that your volume on your computer is up so you can hear sound notifications. This will help you hear incoming chats, repeat messages, and will help keep you from getting auto-paused. Another very easy way to be successful is to simply be online and ready to chat. This may seem like a no brainer, but it can be easy to stay “paused” throughout the day, so check every once in a while that you are still “online” to answer incoming chats. If you are using SnapEngage specifically, we recommend that you have the Conversations Hub in a separate browser window because browsers can throttle tabs and not allow notifications to come through. This way, all communication will be smooth.

2. I get a ton of frequently asked questions and it can be cumbersome to type the same thing multiple times to multiple people. How can chat make my life easier in this regard?

Many companies offer a “shortcuts” or canned messages feature. Learn these shortcuts! You may already have some canned messages in place, try them out! Some example shortcuts include answers to frequently asked questions, your office hours, anything at all that makes sense for your business. SnapEngage users can view shortcuts in the Conversations Hub by clicking on the Shortcuts button where you enter your chat text. We even take it one step further, and you can find suggested shortcuts by simply typing the first few letters of a shortcut and choosing the one you need.

Shortcuts are added by your account administrator or a sub-admin in the admin dashboard. After you have familiarized yourself with existing shortcuts, feel free to look for gaps and coordinate with your administrator to suggest some new shortcuts that will be handy for the team. Once your admin adds the shortcuts they will be available for everyone to view and use.

3. My team is often asked if they are bots. We want to portray ourselves as a real human team who understands our clients’ needs and are eager to help.

We know what you mean, we are also asked this question and have to assure the client that we are, indeed, human people 🙂 We train our team on using our company tone and voice. We find this fitting because on chat, you are literally the voice of the company. The voice and tone of you as a chat agent can make or break the customer experience. Your company most likely has certain values that can help guide you when chatting with clients. Are you kind and honest and value your clients’ feedback? Chat is a method for communicating these values and your clients will feel the love.

We like to make our clients and site visitors feel at home. If you see their email or that this is someone you have chatted or emailed previously, feel free to greet them by name. This small gesture will help your visitors feel more relaxed and welcomed. A good rule of thumb is that if you treat visitors as friends, they will return the favor.

4. If someone is new to using chat and is striving to be the best chat agent on the team, where is a good place to start?

Simple, know your website. If you are new or even if your website has gone through a recent redesign, it is always important to stay up-to-date on current website happenings. When you know where everything is, you can quickly respond to site visitors when they come asking questions, or know where in your website you can go to start looking for quick answers.

We have a collaborative approach here at SnapEngage. When we make website changes we alert the rest of the team and send the link to the new page to make sure we are all growing in knowledge together. Team chat can be a great place to share any questions or extra bits of information. 

5. Chat is an excellent way to further provide a delightful customer experience. What is your advice to those agents who want to maximize the experience even further?

Continually work to improve your response time. If you’re ever in a response time rut, have a competition with your coworker! Your administrator can check your average response times for the past week and whoever has the lowest response time wins! We highly recommend ice cream for the victor.

We like to take this one step further, and keep response time in mind not just for the first response to a visitor, but for all responses during a chat. If you are investigating an issue for a client and need to debug something, let them know you are working on it and if it will take a long time to solve, offer to follow up with them via phone/email. The more communication, the better.

6. I have a hard time showing clients exactly what to look for. How can I streamline this process?

Screenshots and screencasts are a great way to show a client exactly where or what they need to do. We recommend a free program like JING for doing this. Keep in mind that not everyone is a visual learner and some may prefer help documentation. If you have a company help site and are using SnapEngage, make sure your administrator enables the help site in the knowledge-base section of the Conversations Hub from the Admin Dashboard.

We hope this helps drive your performance as a chat agent. We only touched the surface on all of the things that make a successful agent and there are always ways to improve. Reach out to us if you’re ready to take yourself to the next level and we are always happy to nerd out about chat with you.

Here are some parting words from Leor about what inspires him to delight our clients on a daily basis. 

“What inspires me most about delighting clients is deepening the relationship between their business and SnapEngage. Our main goal is to help clients be successful, so when I am able to help solve an issue, I believe that I am enriching their lives and making their work days better.”

Release Notes April 18th: A New Agent Status and Event API, New Chat Bot API Beta, New Approval Bot Button UI and New Chat Logs Transcript Design

Hello SnapEngagers,

it has been a while since my last update, the dev team has been really busy and released on a number of great new features and improvements in the last few weeks.

New Agent Status and Case Event APIs

Our Agent status API provides you with the ability to send and receive status information from and to SnapEngage.

At the same time, The case event API allows you to receive information on when an agent receives a chat and when the chat is closed.

An example use case would be to integrate SnapEngage with a PBX or phone system and automatically pause the agent on SnapEngage when they receive a phone call, or in the phone system when a chat started. You can read more about this feature here.

Chat Bot API Beta

We are currently testing a new Chat Bot API in ‘closed Beta’. If you would like to be part of this Beta please email [email protected]!

This API allows you to create your own chat bot, or build a connection with 3rd party bot providers. Through the API the bot can take chats from your website visitors, respond to messages with text messages or button options, transfer to a group of agents, to a widget, a specific agent, etc.

You can read more about the API here in our help docs.

New Chat Logs Transcript Design

We have applied a new UI for the chat transcripts in the Logs section. The visitor email, page of the chat and the time stamp has been made more prominent, and the rest of the information moved to a column to a right side column, similar to the Hub layout. This is a first update to the design which we plan to improve further based on your feedback, so please let us know what information is most important for you.

New Approval Bot Button UI

Alongside with the Bot API we have added a button UI for the visitor chat. This option is also already automatically enabled for the Approval Bot as a much more user-friendly way to accept or decline the initial opt-in question.

Other Updates and fixes

  • Improved the stability of the chat lifecycle logic to resolve some issues where chats were stuck in the queue or closed chats appeared to be “stuck” for some agents in Hub. We are currently still working on more under the hood improvements to the Hub to alleviate this further and will release an update shortly.
  • Fixed an issue with the Hub favicon notifications not clearing out for closed chats
  • Visitor Chat:
    • Improved the “agent says…” tab title notification behavior on the visitor side, to detect if the tab is in focus.
    • Fixed an issue where the chat was not showing an error to the visitor when no agent is available.
    • Improved the chat on iOS where the page scrolled the top when the chat was used.
    • Improved support for Japanese keyboards on Internet Explorer 11

Let’s Talk Chat, Your Sales Team Will Thank Me

Businessman climbing gear icons

Chat for sales teams 

Sales teams need more than product knowledge and sales-smarts to retain credibility with prospects. In the ever-changing landscape of technology, time management, open communication, and passion drive sales teams to be better. Chat is a benefit not only to your internal team, but makes the lives of your prospects easier as well. You may be missing out on potential leads and not even know it. Perhaps you have noticed a majority of visitors to your site leave without interacting with any content or leaving their contact information. Or perhaps your team has been feeling disconnected from one another. This is not a slight to your sales team, but rather provides an exciting opportunity to introduce something new that will boost those prospect interactions.  

Here are 5 reasons that a chat platform can positively impact your sales team.

1. Real-time conversations are convenient 

Chat is convenient the same way that cell phones are convenient. Both channels offer instant communication. Chat can be that perfect avenue to double-down on response time. A properly trained sales team can interact with site visitors and potential clients on the fly rather than relying on email communication or phone calls. You can also customize proactive chat messages to fire to site visitors prior to them clicking to chat. Say goodbye to constantly monitoring site traffic, and hello to more effective targeting.

2. Reduce your sales cycle

Speaking of speed, how about speeding up your sales cycle? Enter chat. Chat allows your sales team to more quickly and easily qualify prospects and move them through the pipeline. Your prospects will feel more valued, and your sales team can work leads more efficiently. You may be thinking that your site visitors still want to talk on the phone in addition to chat. You can easily configure this exact feature right within SnapEngage with our Call-me feature. Now there is no limit to winning in the chat/phone call ballgame, touchdown! (Go sports!) Set goals for your chat team, and check the reports in the dashboard to see big wins and training opportunities. 

Ready for faster conversations?

3. Treat your prospects as they wish to be treated 

Chat is rapidly becoming a preferred method of communication for site visitors. Forty-five percent (of customers) have used chat to interact with a live agent. Now you can meet your prospects where they want to be met, in the chat space. Your sales team has the opportunity to halt buyer’s remorse in its’ tracks while providing a premium service to visitors. 

Forty-five percent (of customers) have used chat to interact with a live agent.”

4. Enhance your brand

Next, let’s talk branding. Chat is a friendly reminder that you can strengthen brand awareness quickly and easily. With SnapEngage, you can add your logo directly to the chat box, and take an even deeper dive by customizing a color scheme and even adding real pictures of your sales team. You will ensure that your site visitors know they are talking to a valued member of your team who is proficient in helping them through the buyer journey. 

Free download: Find the right chat solution for your business

5. You’re human, own it

Lastly, chat is a relatively easy technology for your sales team to learn. Let’s face it, your employees spend most of their time doing chat-related activities anyway, so chat is a natural next step. Your employees are used to sending rapid fire texts, and with the help of our training materials and Implementation team, the onboarding process will be a breeze. Plus your team can add a little personality into the conversation, keeping prospects delighted and excited for further discussions. 

Chat can be helpful, but requiring your sales team to run multiple different programs solely to follow up on leads is not. That’s why we integrate with CRM and Help Desk platforms that you already utilize. The goal of making contact with more potential leads and moving prospects through the sales funnel, all while keeping your sales team happy, just became a reality. 

If chat has been in the back of your mind or if you are just looking for new ways to excite your sales team, feel free to chat with us and look over the additional resources on our blog.

We are excited to learn about your use case. Click the “chat with a real human” button to connect with us.