Enrich your customer conversations with dynamic messaging

Open lines of communication are becoming the norm for businesses. Where most fall short is personalizing conversations so clients and prospects don’t feel like just a number. 

With more and more conversations happening online, personalization can get lost in the mix. This is a huge problem, considering that the #1 reason customers switch to a new brand is because they feel unappreciated. 

Dynamic data for live chat software provides a way to pass live data from your website into SnapEngage. This gives you the ability to display relevant and contextual information in proactive messages and with chatbots

These use cases show how to pull in dynamic data to treat every client like a VIP to start having more productive, meaningful conversations. 

Javascript variables as a sales team best friend

Javascript variables can work with Proactive chat
Personalized conversations are great, but personalizing a conversation before your human team is involved is even better. Create custom, proactive messages so that every visitor sees only a message pertaining to their behavior on your website. 

Javascript variables work well with chatbots 
Chatbots can serve many functions, from gathering information, answering questions, routing conversations, and more. While those might be the main goal, chatbots can do even more using dynamic data for live chat software. Chatbots can (and should) communicate with other platforms, like a CRM. Data gathered by a chatbot can be sent to a CRM the same as any other conversation would be logged. 

Proactive messages can link directly to a chatbot, meaning that a chatbot can proactively reach site visitors with a contextual prompt, and then send that or store that information.

dynamic-data-in-chat

Javascript variables do not keep secrets from human team members
By this, we mean that any and all variables captured will be displayed in the live chat to the chat agent. That way, they don’t have to re-ask questions that might already be answered. 

For example, if the proactive message with dynamic messaging asked the visitor, “I see you are looking for shoes. Can I tell you about our current footwear deals?”, it would make no sense for the chat agent to respond by asking “What product are you interested in?”. 

Capitalize on visitor responses. Have more concise conversations after visitors have expressed interest and responded to your proactive, personalized outreach. Go further by pairing dynamic data for live chat software with Agent Links. Agent Links offer a way to embed unique content to chat agents directly in the Hub. 

  1. Agent Links can be used to showcase a clients’ order history. Each client has a different order that the agent can view without firing up multiple tabs. 
  2. Use Agent Links to display a discounts list or script to be used on every chat.

Dynamic Data in retail industry chat

Dynamic messaging use cases as part of your sales process

One of the best things about dynamic data for live chat software is the customization. A few key uses cases are outlined below, but know that options are limitless. Figure out your chat strategy before diving in and you will see much more refined results and higher engagement. 

Identify and influence purchase decisions

A person browsing on your site that continually clicks on one specific product line most likely has an idea of what they’re looking for. If you sell cell phones, and browser clicks and scrolls through only Apple products, you can know that they are probably in the market for an iPhone. 

Choose in-depth product pages to place a relevant, proactive message. For example:

  • I see you are looking at {iphones}, would you like to see our latest {apple} deals? 
  • The {iphone} ships globally. Would you like to find a store nearest you to take one for a test drive? 

By sending a targeted message, you are more likely to get a response. More responses equal more conversations, and ultimately lead to a better understanding of what prospects are searching for.  

Provide timely information based on visitor behavior

Some prospects have no interest in chatting with your sales team. They don’t want to provide an email, have a chat, or especially hop on the phone. However, you don’t need to leave these prospects to their own devices. You can still communicate valuable information to them to stay top of mind in their research. 

Providing positive experiences, regardless of outcome, will stick in a prospect’s mind. 

  • Hi there! Our in-person store is open {hoursofoperation} and we are available online anytime. 
  • Our medical staff is available until {endofday}. Can we help with new-patient forms? 

To a returning prospect who has yet to speak with you.

  • Welcome back! We are offering complimentary spending sessions until {sessiondate}. Are you interested in scheduling a 15-minute meeting? 
  • Hello again! Have you seen our latest study on {clientsurveyresults}? 

Ask open-ended questions. Prospects will respond when they are ready. During this time, it’s important to be proactive without being pushy. 

Dynamic messaging use cases as part of your ongoing client success process 

If there’s one thing clients hate, it’s having to re-introduce themselves every time they talk with you. In a world where 69% of clients feel treated like a ticket rather than a person, you have the chance to stand out. 

Welcome clients by name 

A client that takes the time to login to a customer portal or app has already gone the extra mile. They didn’t have to become members. Since they have gone through the trouble and are logged in, treat them to a VIP experience and recognize them by name. 

  • Welcome, {clientname}! How can we help you today? 
  • It’s been {timesincelastvisit} since we last chatted, how have you been, {clientname}? 

Both examples show that you know your customers. In turn, they will feel more appreciated and comfortable interacting with you. 

Communicate account information, including outstanding balances, account number, or upcoming payment dates.

Customer portals and logins often serve a specific purpose and outside of that purpose, are not often used by the customer. Consider a healthcare provider login. You may only login to schedule an upcoming appointment. When this is the case, it is even more important to communicate quickly with clients with pertinent information. 

  • Hello {clientname}, it’s great to see you! Your next appointment is scheduled for {appointmentdate}. Would you like to confirm or reschedule your appointment? 
  • Welcome back {clientname}. You have a current balance of {accountbalance}, would you like to pay this off? 
  • Your account will expire on {expirationdate}, can I help you update your payment information? 
  • The {product} you had in your cart is still available. Would you like to see it in other colors? 

These examples are concise and to the point. Clients who respond know exactly where the conversation will go, and so do your chat agents.

Drive better conversations with dynamic messaging

The above examples are only a small sliver of how dynamic messaging can work for you. There are some cases where it’s a “one size fits all”, but we recommend making dynamic messaging a part of your overall strategy. 

Start small and test with a few pages on your site. A page with a specific, high-intent product line or a scheduling page are a great place to begin. Watch the conversations triggered on these pages carefully, and be sure to check analytics for accurate numbers and survey scores. This allows you to tweak messaging as needed. 

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BPO Secrets: Co-Existing With AI

Free eBook

How BPO call centers and answering services can create human-chatbot harmony and outperform in the age of AI.

Download Now

Staring Down an Existential Crisis

Enterprises have long looked to business process outsourcers (BPOs) to handle front-line customer support, incremental revenue programs, and lead generation efforts because outsourcing these services is essential to free up in-house resources so they can focus on more strategic activities.

But as a new generation of artificial intelligence (AI) powered chatbots and customer engagement systems emerges, many BPO companies and even internal contact center leaders worry that technology will replace the need for qualified, well organized, human-powered customer support and engagement teams that are core to their business. Complete the form to download our E-book & read more.


%

Over 50% of customers expect a business to be “open” 24/7.

%

89% of customers expect a response to their email within an hour.

%

66% of customers who switch brands do so because of poor customer service.

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More than 70% prefer to communicate through channels like live chat and text

New Challenges Can Create More Fear

Rapidly evolving customer expectations

To say that customers today are more demanding than ever is an understatement. They expect immediate attention, no matter the time or day.

More CX emphasis, less brand loyalty

These days, customer loyalty feels like a thing of the past. Recent research suggests that by the end of this year, customer experience — more so than price and product — will become the biggest brand differentiator.

Rapid scaling for sustainable growth

As enterprises look to grow their customer bases and geographic footprints, they need resource pools and systems that can expand with them. Now that there are more personal devices and more ways for customers to connect and interact with brands than ever, providing the responsive,

%

Chatbots help save customer service costs by speeding up response times, freeing up agents for more challenging work, and answering up to 80% of routine questions.

Laying the foundation for a long-term shift

As a trusted BPO partner, you’re in a unique position to leverage what you learn about chatbot technologies and act as automation advisors, helping your enterprise customers adapt to and meet ever-growing demands for AI. By integrating chat technologies into your processes now, you can maintain the advantage by setting the pace of progress at which your customers move toward AI and mostly humanless operations and advising on best practices. In other words, what you sow in the next year or two before AI reaches its full potential can have far-reaching implications five or ten years down the road, when AI is more firmly established.

Want to continue reading?

Inland Cellular and SnapEngage

Inland Cellular Live Chat

Before SnapEngage, our chat feature was not robust and prohibited growth. We needed a way to streamline payments. SnapEngage allows us to actually take credit card information in a live conversation. This change alone decreases our time to close and immediately boosted our sales. Especially with COVID-19, processing transactions through chat is the easiest way to facilitate payments.

We are able to make quick adjustments on our Proactive Chat settings. Changing our proactive outreach to 7 seconds has greatly increased our total interactions. The ability to customize Proactive messages on different pages has led to more personal conversations.

As in-person stores are closing, we needed a new way to incentivize our sales team. Sales representatives can continue to virtually sell, even though foot traffic is down.

Chatbots allow us to communicate outages or downtimes across our entire customer base. Our website is the source of truth for clients, so being able to quickly update downtime or outage information has offloaded our teams. The Guide Bot configuration couldn’t have been simpler. The chatbot automatically routes visitors to the store location or internal department that is most helpful. We are looking forward to building out our FAQ list to serve a larger customer base.

Best,
Jeff Purcell
Senior Website Developer
Inland Cellular

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American Academy of Pediatrics Conquers Their First Virtual Conference

Virtual Attendee List Soars To 15,000 With SnapEngage

From in-person to virtual conferences 

Jane Jesudoss is the Manager of Registration Services at The American Academy of Pediatrics (AAP), whose mission is to attain optimal physical, mental, and social health and well-being for all infants, children, adolescents, and young adults. Throughout their 90-year history, the APP has hosted in-person conferences every year, only missing conferences during World War II. The conference attendance continues to grow every year and attracts attendees world-wide. Due to the pandemic, many organizations faced new challenges with how to manage conferences, including the AAP. They knew the impossibility of having an in-person conference and held its first-ever virtual National Conference.

 Evolving and improving online support

AAP previously relied on in-person conversations during the conference. They needed a way to adapt quickly to engage attendees virtually, making the conference as personable as possible. 

The AAP researched several live chat options and found SnapEngage to be the right fit to meet the needs of their attendees. AAP leveraged SnapEngage and the power of Auto-Translate to tie together their virtual conference. Jane notes, “As we developed a virtual platform this year, SnapEngage proved to be a powerful tool and allowed us to answer live chat questions seamlessly for over 15,000 attendees from countries all over the world,”. 

 Multi-language solutions with automation and Auto-Translate

AAP needed a solution that would not only let them communicate with attendees in multiple languages, but also a solution that was quick to implement and onboard. Checking both of those boxes is SnapEngage, which can be added in minutes and has a live technical support team for both agent onboarding and live assistance throughout the conference. 

The change was apparent. The questions came in rapidly, with the team handling over 5,800 questions during the three-day conference alone. Agents handled questions ranging from registration, membership, conference schedule, and log in credentials. Jackie Beck, AAP Conference Planner adds, “SnapEngage was easy for the conference attendees to use and offline hours worked without a hitch.” 

The team also employed the power of chatbots to respond to visitors instantly, boasting a 1 second response time thanks to their “Greeter Bot.” The Greeter Bot worked exactly as AAP named it, it politely greeted and quickly transferred conversations to the correct live agent for the quickest and most accurate support. 

Agents were prepared to answer all questions that came their way. Jackie also notes that, “the SnapEngage Support Team was hands on, available for last-minute calls and questions any time of the day.”

The AAP virtual conference was proud to welcome attendees from all over the world. There were participants from the United States, Philippines, Mexico, Peru, Lebanon, and more.  All attendees had the opportunity to chat live with the AAP agents in their native language while chatting in. Adam Parise, United Communications Administrator credits Auto-Translate further, “Using Auto-Translate worked fantastic. Now, both we and the international attendees know how easy it is to connect and get questions answered.”

The future of virtual conferences 

The substantial amount of effective conversations contributed to the success of the 2020 AAP Virtual National Conference and Exhibition. The power of chatbots combined with the live agents proved to channel an amazing amount of interactions, over 2,500 about general information alone. 

“SnapEngage was the perfect tool for our international conference. As a matter of fact, we have already recommended SnapEngage to some of our member associations for their upcoming events.” Jackie remarked. 

The AAP combined SnapEngage’s strong product line, including the translation feature, with training and onboarding to tie together customer care and experience to make their first ever virtual National Conference a success!

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International Audiences Are Now Within Reach With Auto-Translate

Auto-Translate Live Chat

The world is getting smaller, especially in the world of technology and communication. A conversation can happen in moments rather than weeks or months. To keep up with growing levels of globalization, it is necessary to have the ability and skill to communicate with international prospects and clients.

It’s time to boost your CSAT and global reach by speaking your customer’s language. Here are four reasons you should be using live chat with auto-translation capabilities.

1. Gain a competitive advantage in the global marketplace

Having a global presence sounds like a great idea. But becoming an international player is easier said than done. There are often significant costs involved and international strategies can take months and years to develop. However, there are ways to increase your international presence without adding obscene costs and lengthy timelines. Using a chat platform with real-time language translation is an effective way to communicate with clients and prospects locally and internationally. It’s time to transform the conversations you are already having and open your product up to the world.

With our new Auto-Translate feature, you can automatically detect and translate over 100 languages into your preferred language – directly within the chat conversation. Auto-Translate works seamlessly across multiple channels, including your website, Facebook Messenger, and SMS-to-chat. This provides a consistent communication experience for both site visitors and chat agents alike. 

2. Overcome communication barriers

A major piece of the global market pie is having an international team. Team members that natively speak your target prospects’ languages are an amazing asset. They can also be expensive and difficult to onboard and keep in the loop depending on where a company is headquartered and their international resources.

For those dipping their toes into the international world for the first time, Auto-Translate allows you to:

  • Optimize your existing chat team: Auto-Translate works as a natural communication channel between international prospects and clients of all languages, meaning you do not have to grow your company exponentially to have conversations with those who speak a different language.
  • Meet prospects in their space while saving time: Natural language detection means your chat agents are not frantically trying to search the web for translations. The conversation can continue in a timely manner while keeping all parties on the same page.
  • Make your team more successful: Think about it – you have just given your sales representatives the opportunity to connect with prospects all over the world. If that’s not a gift, we’re not sure what is.
  • Have meaningful conversations: As the flow of conversations become easier, your chat team will have the opportunity and power to share meaningful details on your product or service to further educate your client base.

3. Diversify your product offering

Give yourselves the opportunity to market to the international community. You may even discover that your product can be used for a different function that you thought, and you have the opportunity to gather product feedback from an exponentially larger and more diverse customer base.

Using a diversified sales chat strategy, you give yourself the opportunity to:

  • Increase the reach of your current product offering
  • Reach additional markets 
  • Increase profitability
  • Generate higher sales volume

4. Showcase outstanding customer service to the global market

Auto-Translate gives you the chance to deliver value to new and existing clients in an innovative way, all the while strengthening your brand image. Chat is already an excellent avenue for customer engagement – now take it a step further by engaging with more diverse clients in the languages they prefer. This will improve customer satisfaction, strengthen your overall brand and turn your clients into raving fans. Global communication will also open the door to your business becoming an industry thought leader.

If you haven’t already, check out and subscribe to our blog to be the first to know about new features like Auto-Translate. If you are ready to chat with the world and begin having more meaningful conversations, check out our Auto-Translate guide with step-by-step directions to get started.

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Live Chat Salesforce Integration

Life before clients and companies were unified

*Ping* oh look, a visitor is on your website and wants to chat with you. They’re interested in learning more about your product. A great opportunity to make a sale has been bestowed upon you! 

You tell the prospect all the wonderful things that your product can do for them. You use your Challenger Sales skill set to become their trusted advisor, laying brick after brick of value, putting together a foundation of trust………and they’re gone

They’re gone and you didn’t get their name, email address, company, or phone number. Nothing was salvaged from the conversation. 

Little did you know the person that just abandoned your chat has chatted in before. They’ve already given their name, email address, company, and phone number. — and even asked about that specific product. 

If you’d captured all the data from this chat — and the hundreds of chats just like this one — you’d have been able to both recognize and engage this visitor as the ideal buyer that your organization works to solve problems for.

A better way to manage sales interactions

Recording client data in a CRM, like Salesforce, is imperative for businesses to remain competitive today. And capturing the right data is critical. 

But manual data capture can be a tedious process. Automating data capture using SnapEngage’s live chat integration with Salesforce solves these issues and ensures that every chat instance is an opportunity for conversion. 

Salesforce integration with SnapEngage automates and maps the information that is most relevant to your business. Out-of-the-box Salesforce fields are easily mapped in minutes without the assistance of developers.

You can customize the data mapped into Salesforce to fit workflows you already have in place. Chat data —  such as Leads, Contacts, and Accounts — is easily mapped into all Objects in Salesforce. 

SnapEngage users can map data in one of four ways:

  1. Directly map information — from the SnapEngage Hub. Any information populated in the Hub can be automatically mapped to Salesforce, either to Service Cloud or Sales Cloud.
  2. Javascript — Use Javascript variables to map information from pre-chat forms and offline forms automatically.  Tailor messages to that visitor based on your data to provide a more personalized experience. 
  3. Text — Use “Text” to auto-populate a field with text for each chat that gets mapped over to Salesforce. For instance, having a text that maps the words “Live Chat” to the field in Salesforce titled “Lead Source” will ensure everyone knows that this lead came from a live chat. Reports in Salesforce can then be run to understand how many leads are coming from your chat solution. 
  4. Labels — Have your agents “Label” chats and map that information directly to Salesforce from the SnapEngage hub. 

live-chat-salesforce-integration

Customized data, sent automatically

Chat agents provide the best opportunity to capture critical client information to foster a customized buying experience. . 

Agents can use the “Labels” feature to map client information from Label fields in chat to the corresponding field in Salesforce. This is all done from the SnapEngage Hub — agents never have to toggle between chat and Salesforce.

Say a client chats into your retail website wanting to purchase shoes, and they input their shoe size. A Label can be created called “Shoe Size” to map over to a custom field in Salesforce called “Shoe Size”. When the client returns to chat again, the chat agent already knows the visitor’s shoe size and only offers shoes available in that size. 

This is the type of personalized experience that lets the customer know they matter.

44% of shoppers who are offered a personalized buying experience will become repeat buyers.  Forbes  

Most companies that use Salesforce build out their Salesforce instances with customized fields, which allows them to capture the information that is most important to them. 

Many instances of Salesforce have a “Chat Description” or “Notes” field — a free form area for  a synopsis of the chat. Labels allow chat agents to fill these fields out, or choose from pick lists — all from within SnapEngage hub. 

Snapengage’s Salesforce integration eliminates the need to manually transfer data from chat transcripts to Salesforce fields — and ensures that every chat is an opportunity for lead data capture. 

The Salesforce CRM is an incredible platform. SnapEngage makes it even more efficient. SnapEngage’s Salesforce integration allows information to be seamlessly captured, helping you better understand your website visitors so that you can master the level of customer satisfaction that scales your business.

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Five reasons why chatbots should be part of your frontline strategy

Teams are constantly being asked to do more with less. For many smaller companies, the same people often cover sales, customer service, and billing.

Chat was supposed to relieve some of this pressure since, as a channel, chat is more efficient than phone calls and emails. However, staffing live chat full-time can be challenging.

Many companies invested in a chat solution in order to better support clients and capture more leads. But how they manage chat can spell the difference between exceptional and terrible customer experiences. Why? Customers expect immediacy and expertise when it comes to chat. They will wait less than 1 minute too hear back after sending a chat and their threshold for dead end loops is low.

Even companies with dedicated, full-time chat teams are hard-pressed to support every single request. Unifying human resources with chatbots in the right way is a match made in Client Experience (CX) heaven.  

An intelligent mix of chatbots and humans is the key

Achieving a perfect record of zero missed conversations is a sizable goal. While most teams either try to staff chat with sales and support teams, others rely too heavily on costly AI solutions. Keep in mind that customers want to use live chat. Quality, live conversations are the goal for clients and businesses alike.

SnapEngage found that 11% of all conversations are missed or do not happen in real-time. This is the equivalent to a customer calling and emailing, but never hearing back. Missing over 10% of conversations means loss of sales, decreased customer satisfaction and negative brand recognition.

That’s where chatbots come in. As a first line of defense, chatbots guarantee responses. Unlike human agents who need coffee breaks, bots work tirelessly and can answer unlimited site visitor requests. The best companies are setting up chatbots for the most repetitive tasks, while routing to human agents when needed.

A healthy combination of chatbots and humans provide a seamless and valuable customer experience. If set up properly, bots can be trusted to handle interactions, even when human availability is limited. All interactions deserve a response. Here are five reasons why chatbots should be part of your frontline strategy.

1. Chatbots as automated assistants

  • Bots can ask predefined questions to uncover customer needs. Bots can then route conversations to the appropriate team member, department, or offline option (like an email address, CRM, or Help Desk)

2. More valuable conversations, more often

  • Breaks for humans is a good thing. Breaks for bots are unnecessary. Not only do bots provide unlimited support, but they are not limited to 1-2 conversations at a time. While humans can focus on only a few conversations at a time, bots can manage unlimited chats. They can then send the higher value conversations to a live human agent.

3. Answers to frequently asked questions

  • As many as 80% of customer questions are repetitive, quick and frequently asked questions. 
  • 64% of consumers and 80% of business buyers said they expect companies to respond to and interact with them in real time.
  • Consider how invaluable instant interactions are. Is the best solution a radical increase in headcount in customer-facing departments, or the deployment of uchatbots and other AI-powered technology?

4. Guides to the best next step

  • Having multiple communication channels doesn’t have to mean scattered conversations. Just as humans track client journeys, so can skilled chatbots. The best chatbots can track conversations across channels (like Twitter and Facebook)
  • Well-configured chatbots are always prepared for the next step, whether the visitor needs routing to a live human with a specific skill set, a prospect is ready for a product demonstration, or a technical action needs to trigger (like a password reset). 
  • Integrations are key. The best chatbots can send additional questions (along with the chat transcript) to a Help Desk or CRM for follow-up.
  • Chatbots that learn from conversations will always have an edge. Where are clients getting stuck? Perhaps some documentation is unclear or missing. The top chatbots uncover these insights.

5. No downtime

  • Customer expectations have changed. Customers already expect to have products or services available at all times. That same expectation is now manifesting in client engagement. Instant interactions mixed with exceptional customer service is the new way to win at client success.
  • Real-time responses are the new normal. As business leaders try to understand their customers and provide instant answers, they must have a strategy for staffing chat.
  • Chatbots provide a constant, valuable and inexpensive way to automate certain tasks so that your human talent can focus on more complex issues and opportunities.

Use chatbots to retain and grow

If done right, chatbots build powerful experiences that help customers stay connected to brands. Supercharge retention and expansion efforts by providing flexible, customizable chatbot solutions.

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Guide Bot: How to Increase Sales With Chatbots

Qualify leads without human capital or pesky web forms

Chatbots take care of an age old problem, web forms. Web forms quickly go from a lead-generating tool to a barrier of entry.

SnapEngage’s chatbot solutions can help. A customizable Guide Bot guides prospects through the sales funnel and works to pre-qualify (or disqualify) leads. 

Best of all, the end result is up to you. Guide Bot conversations can be sent to your CRM or helpdesk, to the correct human chat agent, to a page, or even to another bot. Options are endless. 

Sales teams can focus on higher-quality leads, minimizing repetitive human interactions. Reduce operational costs and increase the quality of communication while building up the sales pipeline.

Chain together dialog trees

How many questions does it take to qualify a lead? A lot. Many questions open up different topics that a salesperson can easily pivot to. Now, the Guide Bot can too. Chain together up to 100 logical steps to create complex dialog trees. 

Create highly-sophisticated, multi-step bots within minutes. Not all prospect conversations are the same. Bot conversations shouldn’t be, either. The Guide Bot opens up the realm of flexibility, allowing leads to drive the conversation. You provide the choices, prospects do the rest. 

Create a Guide Bot in minutes, no coding experience required 

This is not a drill. The Guide Bot can be designed without using developer resources or brushing up on code 101. 

See the Guide Bot come to life with in-app testing. Tweak messaging quickly and further customize the dialog trees by adding routing rules.

Test the Guide Bot without adding payment information. Create bot “rough drafts” to prepare for a future launch. Pay only when the bot is set up to support your unique use case and you’re ready to go live

Keep tabs on the bot. If you see a link in the Guide Bot chain isn’t functioning correctly, easily test and remedy the issues.

Customize messaging

Take customization a step further. Dynamically inject content into bot messages that add further personalization. For example: 

  • “I see you’re interested in [item in cart]. I can help you check out!”
  • Hi there, [first name], welcome back!”
  • Your account expires on [expiry date]. I can help you extend so that you don’t lose service.”

Bots can get a bad reputation for being, well, too robotish. Adding tokens of personalization allows bots to remain automated while delivering individualized solutions.

Route conversations to the most qualified sales team member

The Guide Bot has done its job, the prospect is pre-qualified. It’s time to handoff the qualified lead to a sales rep. Not any sales rep, but the right sales rep. Trigger the Guide Bot to display calendar links for visitors to schedule a demo or call directly from the chat window. Save your agents time while standardizing data that passes through bot conversations. 

Generate automated workflows to your CRM or helpdesk to further reduce agent clicks. Follow-up quickly with pertinent information and create personalized experiences for prospects.

Route Chat Conversations Using GuideBot

Be helpful without seeming like a pesky salesperson 

Allow prospects and customers to self-service. Chatbots can work to understand visitor intent and attempt to provide a solution. Prospects in the research phase must be allowed to search for help without being bombarded by bots or humans. A negative first experience can lead to site abandonment and can even foster a lack of trust moving forward. 

Rather than using the full force of sales resources, create a positive environment with self-service chatbots. We solve this with our Answer bot. A chatbot that is simple to deploy, provides helpful resources, stores conversations, and can take appropriate action is unparalleled.

Create the most personalized chatbot interactions possible 

Truly customize chatbot conversations to each client’s needs. Your customers are all different, shouldn’t you treat them as such? Custom chatbots are the most flexible, powerful ways to integrate bot functionality into your digital customer engagement strategy. 

At SnapEngage, we have the Custom Bot API. Because sometimes, out of the box doesn’t cut it. 

Go beyond answering common questions and integrate custom bots into your overall business to take your engagement and support strategy to the next level. 

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What are Chatbots?

What Are Chatbots

 

Chatbots, or “conversational agents” are software applications that mimic written or spoken human speech for the purpose of simulating and interaction with a real person. Chatbots are most commonly used in the customer service space and are becoming more common partly due to the fact that they can provide round the clock accessibility and highly sophisticated human-like conversations.

Chatbots are becoming smarter and easier to install and use. We explored different kinds of chatbots to see what problems chatbots can solve and who should use them.

“Chatbots can reduce customer service costs by up to 30%.”

Types of chatbots

1. Problem-solving chatbots allow human chat agents to spend more time on difficult problems as opposed to handling inquiries that often can be answered by referencing guides on the website (FAQ). These chatbots provide:

  • automated answers
  • instant resolutions to clients
  • 24/7 support to eliminate wait times and boost customer satisfaction

2. Chatbots that start a personalized conversation to understand the visitor’s intention and guide them to the best human resource for further assistance, like the Guide Bot. Chatbots can further:

  • provide clients with triaged options
  • connect visitors with the correct human resource 
  • support specific job functions, like help book more meetings or boost lead generation

 

3. 100% customizable chatbots, like the Chatbot API, allows teams to scale chat conversations without inflating a human team, keeping conversations personalized and meaningful. This “bring your own bot” approach can:

  • automated answers
  • instant resolutions to clients
  • 24/7 support to eliminate wait times and boost customer satisfaction

4. Chatbots to build trust with site visitors by asking for only the information needed to fill an inquiry. They work to:

Choosing the right chatbot

While chatbots are all the rage, research needs to be done to accurately choose the best chatbot for your team. Critically assess what your team needs and what technological resources you have. Don’t be afraid to ask the hard questions!

  1. Do your clients tend to ask easily answered questions or require more in-depth assistance?
  2. How important is the voice and tone of the chatbot?
  3. What resources are you prepared to put towards a chatbot solution?

Keep your site visitors and clients in mind throughout the vetting process so you can continue to deliver the best experience possible.

Growing with chatbots

Treat chatbots as a member of your team that needs continuous training to ensure continuous improvement. Research solutions fully and test when possible. Understand what your team needs from an internal standpoint so you can ask the right questions to chatbot providers.

We recommend keeping stats on both your chat agents and chatbots so you can compare customer satisfaction scores and see what clients are really asking your chatbot. Continue to refine your chatbot process. Chatbots are flexible and designed to fit different needs, use this to your advantage.

Chatbots + humans

Chatbots cannot be expected to perform the same duties as a real human. It is widely recommended that chatbots be used in conjecture with a human chat team. Doing this will allow your human team to focus on the important issues and increase your website conversion rate. Together, chatbots and humans can:

  • Serve more clients than ever before
  • Have more precise and meaningful conversations
  • Focus on the important issues
  • Drive conversion rates
  • Improve customer satisfaction

Keep learning

Ask questions and be curious. Companies using chatbots effectively enjoy elevated customer service and automated business processes. What is right for your team today may not suit your business needs in the future. Continue to refine and rethink chatbots in the marketplace to make informed decisions. Ready to begin?

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Live Chat Accessibility And The ADA

Web security and accessibility

Digital accessibility today

Digital accessibility across the web and websites are becoming increasingly popular and necessary. For one thing, we are in the digital age. Brick and mortar businesses are moving to the web at a furious pace. But that’s not the only reason to keep accessibility top of mind.

Supporting accessibility is even more important from a social standpoint, as broadening businesses scope and reach strengthens company brands. SnapEngage is committed to serving the needs of all types of demographics, including users with disabilities.

Chat opens the door to more powerful customer relationships, and is known as the channel with the highest customer satisfaction rate across the web. Users with disabilities can be empowered to experience greater access to the internet.

We strive to meet the most current guidelines for compliance, including the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA. By addressing and believing in these access standards, SnapEngage is delivering greater value to all users, including our clients’ users.

What is digital accessibility?

Let’s break this term down. Accessibility is about making things friendlier and more accessible to all people, whether they have a disability or not. Digital refers to anything related to the internet, which today, is everything.

Put the two together and see a world where the web is accessible to everyone, including those with disabilities. Guidelines can be put into place to ensure anyone using digital tools and platforms are able to have a pleasant experience.

Why are we hearing about this now?

Digital accessibility may be a newer concept to some industries, but for others it has been top of mind for quite some time. One reason is because digital accessibility lawsuits are on the rise. Ask Domino’s pizza. Now is the time when ordering a pizza, planning a vacation, paying bills, and checking package statuses all happen on one device, all without talking to a single person. The SnapEngage visitor experience (what customers experience when they are chatting) has been designed to follow the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA to assist you in overall web presence compliance.

3 important aspects to consider when discussing accessibility

SnapEngage is built to be accessible. Serving a larger community, including community members with disabilities, should not be an afterthought. With that in mind, here are three aspects to consider for your business.

1. Any business using chat for support or to provide a service must make chat equally available to disabled persons under the law. 

2. A disability, like hearing, visual, and color-blindness, should not keep anyone from participating in a web conversation. 

3. Software accessibility can require a lift from both the provider and the business. Take care to do your due diligence.

Web accessibility best practices

There are many tools available today, and we recommend checking out the Web Content Accessibility Guidelines for in-depth details. From the SnapEngage side, we have a few suggestions.

Keyboard navigation Every component of the chat can be accessed using a keyboard without requiring a mouse or trackpads.
Outlined elements Actionable elements (like button choices) can be outlined with a border.
Color contrast Create high-contrast color schemes palettes in the Design Studio so all text is clearly visible.

Communicating with all visitors

Accessibility needs to cover the entire website, including extra site tools like live chat. Chat enables engagement throughout the entire customer journey and is the quickest way for customers to get in touch with you.

Accordingly, chat should be a top accessibility priority.

Continuing to make your online site accessible will ensure that the internet as a whole becomes more welcoming. For more ways to improve communication, reach out to us.

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