Request Email Transcript + End Chat Delay: A Powerful Duo for Lead Capture and Improved CSAT

 

 

For companies working to better educate their existing clients while growing their client base, closing the loop on client communication and finding ways to generate more leads can be big hurdles. To do this successfully with your chat platform, you need to be aware of all the tools at your disposal. Now, with the new Request Email Transcript and End Chat Delay features, you can more easily gather client feedback while maximizing your inbound lead conversion rates. 

There is an art to gathering client feedback, acting on client feedback, and encouraging open communication with clients. While this sounds like many steps, all can be achieved by narrowing your mission and focusing on what is important to your teams. Take a dive with us into how client education and feedback collection are guides towards amplified efficiency and lead generation.

 

1. Educate your client base and target audience 

Encouraging ownership from clients by putting chat transcripts at their fingertips will further serve your internal teams. Keeping clients well-informed lets client success teams focus on efficient problem-solving rather than rehashing resolved and ongoing issues. Help clients stay up-to-date on in-progress support tickets by ensuring that all communication between client success teams and the client are available to both parties. This allows clients to stay informed and encourages open communication.

 

Well informed clients:

  • Streamline follow-up for client support and success teams. This ensures that no chat conversation details are lost in translation and that both the client and the support team are working on the same goal.
  • Have higher customer satisfaction ratings. A client who feels that their own account details are hidden from them are more likely to churn and be displeased with your service. Open communication keeps clients in the loop and feel better understood when it comes to open questions. 
  • Improve internal operations. When your team can focus on their highest priority issues, they will thrive. There is no juggling back and forth between a chat conversation, email conversation or phone conversation.

 

2. It can save you time

We are all looking for ways to maximize our time and get the most out of our day. Every automated action that your chat platform can take to achieve this goal will move mountains for your team. Time is an irreplaceable asset and in this day and age is more valuable than money.

 

Saving time can: 

  • Amplify productivity: More tickets can be closed on time and more leads can be followed up within a timely manner.
  • Make your team more efficient: Quality of work will not be compromised and teams can work as the well-oiled machine they are meant to be.

Closing the loop of communication with clients can be time-consuming. In addition to connecting clients to conversations had with your team, allow your clients to educate your team and leave feedback. Your clients are smart; let them share feedback and educate your team. 

 

 

3. Generate actionable sales leads with improved lead capture capabilities 

Sales representatives often have dozens of chat conversations everyday with prospects and potential leads. These conversations may be recorded in a CRM or other database as a way for sales teams to keep track of contact information, details from conversations, and next steps. In the ever-busy world of sales, next steps and follow-up can take up the majority of the day. When time is of the essence, actionable follow-up tasks are a great way to empower members of the sales team. Leads that have a clear and actionable path forward are already set up for success and the sales team can have confidence in the sales process.

However, prospects can easily slip through the cracks and information can be lost. Using the Request Email Transcript feature helps prevent these missed conversion opportunities by empowering site visitors to enter their contact information directly during the live chat. Your prospect receives a copy of the conversation for easy reference, and your sales rep receives a new Marketing-Qualified or Sales-Qualified Lead complete with accurate contact information for future follow-up. It’s a win-win scenario.

 

Allowing prospects to leave behind actionable information in post-chat surveys leads to:

  • Empowered sales teams 
  • Aggressive lead generation and lead capture from your chat tool
  • Improved conversion rates while generating more Marketing Qualified Leads and Sales Qualified Leads (MQLs/SQLs)
  • Actionable chats with clear follow-up items for sales team members
  • Better team performance management and easier opportunities for sales managers to coach employees and pinpoint growth areas

 

 

Not sure where to start when it comes to open communication? Think about your clients and what is important to them. Does the support team chat about open tickets on a constant basis? Does the sales team receive helpful feedback from prospects after chats are completed? Chances are that all teams benefit from learning about clients and from having clear paths for next steps.

If you haven’t already, be sure to check out our updated Request Email Transcript and End Chat Delay features to turn more chats into actionable conversations and to start educating your client base.

 

 

Release Notes Sept. 23rd: New Hub Sidebar, Analytics improvements, Design Studio button options

Hello SnapEngagers!

Here’s what the development team has been working on in the last couple of weeks:

Analytics Improvements

As part of an ongoing effort to improve our analytics offering, the Overview, Agent Performance Response Time and Duration reports and weekly stats emails are now based on a more accurately calculated “Event” based data set.

  • This improvement is resolving an issue where some responded chats were incorrectly categorized as not responded chats in the reports.
  • We have also improved the previously restricted drill-downs for these reports, so they will return the correct results for larger data sets. Previously the drill-downs were restricted to 100 cases.
  • The weekly stats emails layout and dataset have been updated to reflect the Overview Report online/offline/responded split.

Please note: The new version of analytics relies on a new way of tracking event data. The data set supporting the new version of analytics only reaches back to 01/2018. If you want to look at older historical data before 2018 you can add the parameter ?old to the analytics URL. The new version of the report should not be run on data prior to 01/2018 because the data needed to drive the new report does not exist for that time period. You cannot compare “old” reports to “new reports” for this timeframe (the new report simply doesn’t have data for that period).

New Hub Sidebar

We have released the new improved left sidebar in Hub. Improvements include:

  • Visitor and Team chats are now combined to one view, to make switching between the two sections easier.
  • The background color has been updated to highlight the actual chat transcript column more.
  • The recent chat and team chat sections can be collapsed so agents can better focus on the live ongoing chats

Other Updates

  • Hub:
    • Fixed an issue where Secure Data Transfer data was not removed from Hub immediately after the chat ended and moved to the Recent section.
    • Fixed an issue where the chat history was not accessible in the chat transcript column.
  • Visitor Chat
    • Fixed an issue where proactive chat messages got duplicated in the transcript.
    • Improved the UI of the visitor email transcript function
    • Improved the UI of the post-chat survey feature
  • Design Studio
    • We have added a ‘secondary button’ option to the Chat Box settings to make previously not configurable button colors configurable.
  • Chat Logs
    • We now show the chat history of visitors from Facebook or SMS in the chat cases.

 

5 Ways SnapEngage Admins Can Optimize Their Accounts for Success, Part 2

 

Welcome to the second of our two-part series where our Client Success Manager, Leor, shares insights to help you and your team be successful. Part One of this series is agent-focused. If you have not read it, you can find it right here. 

There are many things that account administrators can do to see positive results from their teams and chat as a whole. Here are a few items to keep in mind:

 

1. Set your chat agents and site visitors up for success. 

Define what “success” looks like for your team. Goal-setting is a great place to start. Once you know what you want to accomplish, you can begin laying the foundation for a successful chat launch.   

An easy place to start is the chat agent settings. Your chat team is made up of mostly humans; showcase your amazing team and add a personal touch by adding their names and photos. You can also add their phone number to allow site visitors and clients to call the chat agent they are chatting with and create a seamless interaction from chat to call. Get to know the pain points of the team answering incoming chats. Gather frequently asked questions and create quick answers using “Shortcuts” (aka canned messages). 

This will take some of the stress out of the conversations and keep communication uniform across all chat conversations (regardless of which agent is chatting) to support cohesive branding standards. 

Another tip: Set a standard for chat response time, and have a backup plan if agents do not see a chat or can’t respond in a timely manner. If your organization has not yet set internal standards for this, a good rule of thumb is to coach chat agents to respond to incoming chats within 15 seconds or less. Set your teams apart from the pack by setting a precedence in response time. Allowing for chats to be reassigned to a different agent or allowing site visitors to leave a message if they are in a rush will decrease missed chats while increasing client satisfaction.

 

2. Categorize and organize chats quickly and easily

Chat conversations often need follow-up and/or must be kept to maintain accurate and up-to-date client and prospect records. Don’t miss out on client information gathered from chats – quality chat conversations produce a wealth of helpful information at all stages of the customer journey. Avoid the disconnect in client information by setting up an integration with your current CRM, help desk, or even send chats to an email address. 

Remember that you have options and full control over your operations. You get to decide what data you want to be sent to your CRM or help desk directly within SnapEngage. Now you can not only see chat transcripts, but your team is empowered to provide personalized follow up. 

Don’t see your CRM? Chat with us about your custom CRM and share your use case with us.

 

3. Create a fully-branded user experience.

Maintaining consistent branding across all channels increases revenue by 23% (Forbes). With no coding whatsoever, you can match the theme of your website within SnapEngage. This includes color schemes, font, chat button location, and more. Do you have information you’d like to gather before the chat starts (i.e. email address, favorite color)? A simple pre-chat form can do just that, passing the information you gather to the chat agent to close the loop.

 

4. Optimize customer engagement and create tailored customer experiences.

SnapEngage is very robust with many tools built in that are at your disposal. For example, file exchange allows agents and site visitors to easily send and receive files. Another Option is the Agent Survey. Enable the survey to fire when a chat is complete to see how your agent performed, if an issue was resolved, and see comments from site visitors and clients. 

The SnapEngage free trial offers a fast and easy way to get to know all the tools in the SnapEngage toolbox.

 

5. Just in time engagement at the right time and location.

Proactive chat is a great way to interact with more site visitors and clients and spur lead generation. But you don’t want to reach out to every site visitor without clear intentions. Customize your proactive chat offerings to reach out to site visitors based on their unique actions to facilitate a highly personalized outreach, rather than sending a poorly timed generic chat. 

Consider a telecom company with multiple branches in many different locations. One of these locations is having a sale. The administrator can create proactive chat greetings which display only to site visitors in the same geolocation as that exact branch. Site visitors outside this geolocation will not receive irrelevant chats, while visitors within the set geolocation will be readily made aware of deals in their area. This tailored outreach approach is much more likely to generate interest in your offerings and ultimately improve conversion rates.

 

Keep in mind that the goal of chat should be more than simply adding a chat feature to your website. A well-implemented chat solution is an integral part of any organization’s overarching customer engagement strategy. Setting measurable KPIs for live chat allows you to track specific chat goals and better understand how chat performance affects your business’s larger customer engagement goals and strategies.