New Patient Acquisition With Conversational Technology

Live chat and healthcare

Chat is becoming a preferred communication method for patients in healthcare. In many cases, HIPAA-compliant chat is the best real-time communication option for patients in cases where privacy, speed and convenience are critical.

The name of the game: increase your pool of new clients quickly.

But you’re busy. Quick wins are often the best option.

Live chat doesn’t have to take weeks of time to enable on your website. In fact, some healthcare clients are up and running in as little as 3 business days. Give patients the immediacy they deserve and are already familiar with, and start chatting today.

 

 

Quickstarter toolkit 

We recommend having a few handy tools in your toolkit, some of which you may already have. 

1. Professionally represent your practice with your own team members. Your team are the experts. Showcase your expertise across all patient communications, and provide a personal and delightful website experience the first time.

2. Streamline the new patient process with Proactive chat.

If live chat is a medical bag, then proactive chat is the stethoscope. Or the thermometer. It’s the tool you can get the most bang for your buck with, the one you use most often.

That’s because proactive chat allows you to customize messages to proactively trigger to website visitors. Do more than chat with site visitors, engage them at the right time and place with targeted messaging.

3. Customize and unify all conversations with Shortcuts.

Shortcuts provide an instant library of quick chat messages for chat agents to use. Shortcuts reduce response time so you can spend more time helping site visitors ultimately schedule an appointment.

Bonus: a common use case for shortcuts is as a frequently asked questions (FAQ) tool. 

 

Sample workflow

sample workflow

Build your live chat toolkit

 

Start communicating with more patients today. Conversational technology is no longer just an option, it’s a necessity. Patient trust and confidence are of the utmost importance. Show patients and site visitors alike that you care about them. We at SnapEngage believe in the power of conversations. If you don’t have live chat already, now is the time.

HIPAA-Compliant SMS Messaging, The Fastest Way To Connect With Patients

Connecting with patients has never been easier

 

Patients want to communicate on the go and from mobile devices. In fact, over 65% of all web interactions take place on a mobile device. Text messaging is the #1 way Americans under 50 communicate. And that goes for more than just millennials. Texting has amassed multiple generations. Healthcare providers have been feeling the pressure to accommodate this need while maintaining HIPAA compliance.

 

Free download: HIPAA Compliance White Paper

 

Is texting HIPAA compliant? 

On the surface, this looks like a grey area. Texting messaging, one phone to one phone, is itself not HIPAA compliant. But let’s take a look at the fine print. If the following can be covered, then HIPAA compliant texting is possible, and best of all, legal.

  • If the text messages can be encrypted
  • If PHI (Protected Health Information) can be prohibited

Why are these important factors? 

  1. No encryption means no auditing abilities. A big no-no in the HIPAA world. Encryption goes hand-in-hand with maximum security measures.
  2. Mobile devices are easily misplaced or lost, leaving conversations available to anyone
  3. PHI is protected and private. It is up to healthcare organizations to ensure privacy.

The bottom line is to do your homework and ask questions when dealing with HIPAA compliance. We recommend having an IT team to work with to ensure your website/system is under a secure firewall to protect against hacks.

Is HIPAA compliant SMS messaging right for my practice?

 

There are many pros to including a HIPAA compliant SMS line in patient offerings.

1. Remove hurdles that come with patient portals, emails, and phone calls Did you know that only 20% of emails are read, while on average 98% of text messages are read? Plus, patients can send you photos in real-time to address urgent ailments and get the quickest possible patient care.

2. Text messaging is a platform that patients already know how to use  It’s hard enough to train and support an internal team and internal patient portal. But on top of that, patients can be confused by the redirecting and might not feel comfortable entering in private information.

3. HIPAA compliant SMS is secure The name says it all, but this simple fact and verbiage can put a patients’ mind at ease. Healthcare providers communicate upfront about the security of the conversation, giving patients peace of mind right from the start.

4. Healthcare teams do not have to use their own mobile phones There is also no need to purchase a separate mobile phone for your office. In order to stay compliant, all text conversations route back to and live in a secure chat portal. This means that only the patient needs a mobile phone for the conversation to happen, and the healthcare provider on the other side will answer from a desktop computer. One device for the patient, one device for the provider, because sometimes life is fair 🙂

How SnapEngage keeps texting HIPAA compliant

Purchasing an SMS number through a HIPAA compliant provider is the first step. SnapEngage is an example of a HIPAA compliant provider. Next, determine verbiage to let patients know they will be redirected to a secure portal. This takes out any guesswork. SMS also allows patients to remain anonymous if they so choose. The patient will be prompted to click a link to continue on a secure channel. They are redirected, and ta-da! Healthcare chat agents continue to chat from one chat portal, and the conversation remains secure.

Is texting right for you?

Think about patient demographics and how a text solution could work for them. Consider also asking current patients what they think of a secure text feature. And if you decide to purchase an SMS line, tell everyone! You can advertise the number on your website, new patient brochures, new patient check-ins; anywhere you think patients and prospective patients can find it useful. Lastly, start texting. Everyone’s doing it.

 

One Proven Way To Convert More Leads

Make every conversation count

Sales strategies require ever more frequent engagement at every key stage in the customer journey. That starts when they’re a prospect. Most already know something about you from your website, but then decide to move on if time is tight. If you’re depending on Sales to follow up, you’ve likely lost them. Smart sales organizations use chat to engage potential buyers at the first moment of truth.

Align the sales team with the strategy

51% of online prospects prefer live chat options for the quickness and convenience that it offers. Real-time interactions allow the sales team to instantly connect with site visitors and clients alike. Incorporating live chat with your sales strategy allows you to turn every conversation into an opportunity. We take it one step further by recommending a robust proactive chat strategy for your customer engagement mix.

Proactive chat allows us to quickly and easily engage potential customers. We are much more sufficient.

Co-Founder, Zferral

The Secret Sauce

Proactive chat is an under-utilized secret of the chat world. A well-planned proactive chat strategy can reap massive sales leads and drive communication with visitors. Less work. More play. Proactive chat can:

  • Enable complex outreach strategies: Engage prospects with ease using highly contextual, rule-based messages
  • Build trust and rapport: Use advanced triggers to reach out to prospects and clients at exactly the right moment to start meaningful conversations
  • Keep the door open: Make sure site visitors know that your website is staffed
  • Bring joy to the customer journey: Send relevant messages to create a custom and tailored experience and connect site visitors to the right person at the right time

Proactive chat greetings can be triggered based on factors such as site visitor location, time spent on a page, and abandoning a full shopping cart.

Picture this: you enter a store shopping for your first flat screen tv. You’re ready to shell out some serious cash and need help finding your perfect tv. Nobody asks if they can help you, shows you where the tv’s are at in the store, or makes suggestions on the tv’s that offer high-definition. Not a great experience. Now pretend you walk into another store with the same goals in mind. An employee welcomes you warmly and lets you know about the current sales. You wander through the phone section and another employee asks about your day and points you in the direction of your goal: tv’s. As you browse tv’s, another employee offers to demo a few different options, mentions their price-match promise, and helps you pick the perfect tv for you. These are vastly different scenarios, with the second one highlighting a delightful customer experience. It is not enough to simply have tv’s if site visitors don’t know where to find them. You have the chance to be their guide, take advantage!

 

Stay on your toes

Proactive chat is highly customizable. You have the freedom to test proactive chats on certain pages, test specific messages, even fire messages for a limited time only. Check out your chat analytics to see which messages are getting the most traction and continually refine messaging to stay on-brand.

The Live Chat Holiday Checklist

The Live Chat Holiday Checklist

 

 

Maximize your sales and support potential during the holidays

 

“Tis the season to be chatty…”

The holidays are approaching fast and while some of us are preparing to survive the crowded malls and airports, others are flocking to your website. Some are seeking gift purchases, others are getting those last minute work projects completed before the year’s end.

You will want to ensure that your live chat strategy is tuned up for the coming surge in site traffic so that you can crush those conversion rates and end of year goals while continuing to deliver the top notch customer experiences that you already do. We’ve created this holiday checklist to serve as a guide for you and your team to ensure that “all systems are go” before the holiday launch.

The Live Chat Holiday Checklist

 

Step #1: Staff accordingly

An influx in site traffic leads to more chat demand. You might want to consider beefing up your chat team to assist with the holiday rush. Using analytics from previous years, you can get a rough idea of what volume of chats you can expect and hire/staff agents accordingly.

The new SnapEngage Capacity Report is a very powerful feature that will allow you to maximize staffing efficiency and provide better insights to use to help allocate your resources. Businesses that strive to provide quality customer experiences must plan and staff accordingly to ensure that all customer inquiries are addressed in a timely manner. Read more about the Capacity Report here.

Step #2: Set up new channels

Today, live chat is about much more than just a chat box on your website. Make yourself available wherever your customers are with the new Channels tab! Channels allows you to connect your SnapEngage account to Facebook Messenger, SMS-to-Chat, and WeChat. When connected, your visitors can chat with you wherever they are without the need to visit your site. Your organization has never been more reachable! For more tips on SMS-to-Chat best practices, check out this guest blog post.

 

Step #3: Update your chat box design

For the folks who end up chatting with agents from your website, give your chat buttons and windows a holiday facelift with the Design Studio! The Design Studio allows you to create the opportunity to unify your entire customer experience and match your brand. With so many more eyes looking at your site around the holidays, wow visitors with a chat design that is truly unique to your organization.

In addition to adding a new chat box design, start using Auto-Translate chat to speak with customers and site visitors around the world. You can now speak your customer’s language without extra staff or coding. Auto-Translate works seamlessly across your website, Facebook Messenger, and SMS-to-chat. 

 

 

Step #4: Prepare holiday-specific shortcuts

We’ve said it time and time again… In the live chat environment, response time is paramount! One easy way to help reduce agents’ average response time is to configure shortcuts for common responses.

Try to work with your agent team to identify frequently asked questions, such as ‘What are your holiday hours?’ or ‘What is your holiday return policy?’ . Once you’ve identified trends and FAQs, create shortcuts to cut down on agents’ typing/response times. Don’t forget to include quick and friendly holiday greetings if appropriate (i.e. “Happy Holidays! How may I help you today?”). This step may seem insignificant, but every keystroke saved is valuable time that can be spent making more sales or assisting more customers.

“Every keystroke saved is valuable time that can be spent making more sales or assisting more customers.”

Step #5: Tune up proactive chat rules

Haven’t touched your proactive chat triggers in a while? We never advise a set-it-and-forget-it approach to proactive chats (or any chat messaging strategy, for that matter). You definitely want to rethink your proactive chat strategy as you prepare for periods of high traffic volumes on your site. Consider creating specific messages on certain product pages and be sure to add a little holiday flair. Remember, site visitors are more likely to engage in a conversation if your proactive chat messages take on a more human approach and tone.

What’s next?

Remember, a successful holiday season comes down to more than just headcount and enabling all of your communication channels. You will want to ensure that your newer agents continue to deliver excellent product knowledge and employ a communication style consistent with that of your organization.

Be sure to allow ample time for training on the chat platform and teaching best practices so that your new agents are well-prepared for the holiday rush. This is especially important if you hire seasonal and/or part-time teams who may be less familiar with your product and brand.

Need training assistance during the busy holiday season? Whether you’re a brand new client or have been with us for years, the SnapEngage Implementation team is here to provide additional agent and admin/supervisor training services. Use the button below to schedule a call and learn more about how we can help you achieve your goals during the holidays (and beyond).

Yikes! You Mean Even My Chat Solution Now Has To Be “Secure”?

If you operate in any of the more than 26 states with new privacy laws going into effect, Yes.

 

Check out this recent article from Axios for a quick overview of the rapidly changing world of privacy in the U.S.

So what does that have to do with chat?

Chat is one of the best ways to engage with clients and website visitors. But companies can no longer have just any chat platform. Like all of their data systems that could send or store personal information (names, addresses, emails, financial info, etc.), the chat platforms will need to meet new privacy law requirements that will protect that data.

As more and more states in the United States are enacting data privacy laws (following data privacy laws in the European Union), we want to remind you of a few helpful security best practices to look into as you research SaaS products, and specifically, chat providers.

1. Securely manage all confidential data

 

Confidential information comes in the form of personal identifying information–basically any information that when used together, could let an outsider identify and/or find the person. It also includes credit card information, images of customers or prospects, Social Security numbers, and more. Keep your business compliant with up-to-date security requirements and provide site visitors and clients peace of mind.

 

“We must adhere to strict security regulations from highly regulated states like California. Compliance with GDPR and HIPAA was a key factor in selecting SnapEngage as a partner.” 

Marketing Innovation Manager at a global moving company

2. View and filter all live chat account changes

 

As your business grows, more and more individuals may have access and accounts within your data systems. Having a proper audit system in place provides much-needed checks and balances when monitoring account changes.

 

“In addition to HIPAA compliance, the ability to send and receive images and secure data is indispensable. These are ‘WOW’ factors for our clients, they are amazed.”

 

 

-Jenna Vallejo, COO, Potomac Pediatrics

 

3. If you do business internationally, be aware of GDPR

 

The European Union (EU) has had data privacy laws in place for quite some time. Called the General Data Protection Regulation, it mandates strict requirements for any business doing business with European or UK customers. Look for software that satisfies the EU’s data privacy laws, known as the General Data Protection Regulation (GDPR). Aligning your business with GDPR allows for secure communication with clients in the Americas and the EU.

 

4. If you’re a healthcare provider or service those organizations, safeguard patient data

HIPAA-compliance: Usually reserved for United States healthcare providers or any business possessing Protected Health Information (PHI), and is considered one of the most intense forms of compliance for the commitment to privacy, security, and transactions. If your business or state has in-depth security laws, HIPAA compliance, as the gold standard, is a safe avenue to take.

 

Choosing new software for your business is not easy. Use your internal team and don’t be afraid to reach out to other industry experts to see what has worked for them. Use your community to make informed decisions, and be prepared to learn as you go. The right software can upgrade your business in a big way, be patient in the process.

Building An Award-Winning Chat Support Team

Part 1 – The Basics

 

There are plenty of reasons why you should be leveraging live chat at your company. But just implementing a chat solution doesn’t mean you will instantly reap these benefits. Just like every other aspect of your business, you must invest in this strategy in order to make it succeed. 

In this series, we are going to share some of the best practices that keep the Best Support Stevie Awards flowing in the door at SnapEngage. We’re all striving to reach as high of a Customer Satisfaction Score (CSAT) as possible; you can use this as your guide.  

Let’s start with the basics in this initial piece.

 

1. Agent photos

A more detailed blog post on Agent Photos was recently published, but if you’re looking for the quick hitter version, here are four tips for taking engaging agent photos:

 

  • Smile! Visitors like a smiling face greeting them.
  • Use a longer focal length as studies show that they make you look more competent and trustworthy.
  • When taking the actual photo, have the light source facing the subject or you will mask the details of the agent’s face.
  • The worst thing you can do is have an avatar representing your humans!

 

2. Response time

 

You purchased chat to provide your customers with more timely responses at scale, so you should measure your agents against response time to assure a great chat experience for your visitors: 

  • Individual agent performance metrics are available in your chat application.
  • 15 seconds is a good target, but high-performing chat teams average no more than 12 seconds per an initial response.
  • You don’t need to solve every case immediately, ask for contact info and let your visitor know you will get back to them with an answer.
  • The worst thing you can do is activate chat and not have anyone answering the line!

“15 seconds is a good target,

but high-performing chat teams

average no more than 12 seconds

per an initial response.”

3. Practice empathy

 

You’re on your quest for that 97% Customer Satisfaction Score, you have agent photos and you are initially responding to chats within 12 seconds – what’s missing? EMPATHY! You are the first line of defense for your company, chatting with customers who are potentially frustrated or looking for a resolution. Take a deep breath and try considering the importance of:

“Be more interested than interesting”

  • Acknowledgment: Get on the same page (be more interested than interesting) to discover the root issue.
  • Transparency: Let the client know what you are doing each step of the way to set up realistic expectations.
  • Feedback: Get accurate information and feedback from clients / give accurate information back.
  • Follow-up: At times a resolution can’t be found on chat and you need to escalate additional information. Be sure to collect a good email address from the client and check-in during the process to reassure and further comfort them.
  • The worst thing you can do is not care, so show a little empathy for crying out loud!

Follow these three best practices and you’ll be well on your way to boosted Customer Satisfaction scores.

Already doing these things well, are you? Looking to level-up? In Part 2 we’ll get into the advanced best practices that bring home the gold!

 

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.

A Day in the Life of the SnapEngage UI/UX Director

Coffee with SnapEngage 

Our clients are global and so are we. Culture is more than a word, culture is how we live and work every day. Join us in welcoming Jackson Carson, our UI/UX Director, in our Coffee with SnapEngage series which celebrates SnapEngage employee culture and our mission to connect people wherever they are.

When you chat with us, you are always chatting with a real member of our team; it’s about time you meet them. Today we learn about Jackson, all things regarding UI/UX, and exciting upcoming projects.

 

1. Tell us a little about yourself. 

My mission is to bring delight to the world through music, photography, and user experience design and strategy.

 

2. Share a bit about your role within SnapEngage. 

As UX/UI Director at SnapEngage, I help build the bridge between the founders’ vision and their customers’ needs, with delight as the magical element that binds them.

 

3. What exactly is UI and UX? Are they different?

Many people are confused about the difference between UX and UI. UX stands for ‘user experience’ and UI stands for ‘user interface’. I like to think of UX as being is about people. UX addresses what the user feels and thinks while engaging in your product or service. What are their expectations? What is their mental model? What are their emotions and thoughts? Is their experience effortless? Is it confusing? Are they delighted? Miserable?

UI is more about the cosmetics of the design and what the user sees or hears. How do the buttons and icons look? Is it visually integrated with your brand? A good visual interface should be pleasing to the eye, accessible by sight challenged users, and be well integrated with the surrounding environment in which the interface exists. “It’s very attractive” or “I love how the new feature looks in the app” would be praises you might hear about a UI.

The two go hand-in-hand. A beautiful interface can be ruined by a clunky or confusing navigation just as a brilliant user flow can turn sour with an unattractive interface. These days, users expect a higher aesthetic in the interfaces they use. A delightful experience requires that interfaces look good. But it’s not just about cosmetics. As the saying goes, you just can’t put lipstick on a pig. A good UX should mean that the user doesn’t have to think. Users will say “it just works” or “it’s super easy to use”.

 

As UX/UI Director at SnapEngage, I help build the bridge between the founders’ vision and their customers’ needs, with delight as the magical element that binds them.

-Jackson, UI/UX Director

 

4. What is an exciting project you’re working on currently?

I’m super excited to be working towards a more cohesive brand and experience across SnapEngage in our communications and product.

 

5. What makes SnapEngage stand out?

We are a strong incumbent with some of the most powerful features around. And we live our mission every day of connecting people and helping them reach their goals.

 

6. What is your favorite thing about working for SnapEngage?

The people! Our team is so well-intentioned, talented, and has amazing tenacity to get stuff done. I’m so proud to be working with this group of amazing people!

 

7. What piece of advice would you give a new employee starting in the software space?

Listen to your customer and always learn.

 

8. Why is chat essential to companies?

Chat is a great channel to connect with your users in a way that is both personable and efficient.

 

9. How do you collaborate with the other teams in the organization?

I work across most of the business. Whether it’s strategic planning with the product team or helping Sales and Marketing put their best foot forward.

 

Jackson takes photographs in his spare time, including these here! Check out more photographs on his website: https://www.jxnpx.com/

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.

 

 

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.