7 Ways Live Chat Can Completely Change Your Recruiting Game

Even in these unprecedented times, organizations everywhere are still fighting to acquire and retain top talent. Just as the customer experience becomes ever more important, so do our candidates’ and employees’ experiences. Candidates require fast turnaround and quick responses, and yet, it’s rare for organizations to offer this kind of open communication.

Here are 7 ways that live chat can bring value to your recruiting operations.

 

1. Get more candidates

Conversations happen where the candidate wants and you can use live chat to meet this demand. Proactive chat is great for this. Instead of waiting for candidates to click the button to chat in, a message box is appearing in front of them, asking a specific, tailored question, such as, “do you have any questions about our Javascript Engineer position?” Add pictures so your recruiters feel more approachable. Make it easy for candidates to engage.

Remember, it takes effort to apply for a job. Most candidates won’t invest that time without being sure. Engaging with them pre-application enables you to keep the visitors you want and helps others redirect. You can even capture their email and track your chat to application conversion.

 

2. Communicate better

Recruiting seems to require update after update and it’s still not enough to keep candidates informed. According to a Glassdoor study, the aspects that job seekers find most important to a positive experience include clear and regular communication (58%), clear expectations (53%), and feedback regarding rejection (51%). By utilizing live chat, you put the candidate in control of seeking information when they need it.

Believe it or not, you can meet this demand without creating work for your team. Live chat offers shortcuts that make it possible to do things like auto-populate answers from a customizable bank of responses. You can plug in responses to frequently asked questions, such as “we expect to have an update on this role by the end of the week.” This enables recruiters to autofill in answers from FAQs with a fast click.

 

3. Speak more languages

Chat tools, like SnapEngage allow you to speak with anyone in the world with auto-translate. For global organizations especially, this means your candidates could have support around the clock and in their language. It allows you to extend your recruiters’ capacity and creates flexibility with the talent you recruit. Prospects from anywhere and any background can chat in and get answers.


4. Prescreen

While some positions have few candidates, others have many. For both cases, live chat eliminates a significant step in your recruiting process, screening. You can conduct quick screens, on the spot with a live agent, or you can use pre-chat forms.

Pre-chat forms are customizable and are best used when they include just a few, but meaningful questions. Sometimes they’re deal-breaker questions, such as “Are you authorized to work in the US?” or they can be more qualitative questions like, “What interests you about this opportunity?”.

 

5. Differentiate

Perhaps the most compelling reason for live chat is that, by simply having live chat available to candidates, your offering is unique. Giving this kind of access to candidates up front will also inspire confidence and achieve more loyalty and excitement. Live chat enables you to stand apart from the competition without expending more people resources.

In addition, it creates opportunities for you to highlight the strengths of your organization. You can use automation and chatbots to both answer FAQs or respond with selling points based on keywords. An example of this might be:

Make this a differentiator. Put conversations front-and-center, and make every touch-point count, not just the ones with your customers.

 

6. Get feedback!

In a recent article, Forbes recommends reinforcing how much you care about the quality of your candidates’ experiences by asking for feedback. Use shortcuts to ask quick, simple questions to gauge the effectiveness of your careers site, your visitors’ experience, candidates’ interest levels, and more. Continue the feedback loop by offering a post-chat survey where candidates can leave notes and ratings. This will build your brand and help you assess strengths and its improvement areas.

Take this a step further by ending positive conversations with an invitation for candidates to leave comments and reviews on sites that will drive more traffic to your site, like Glassdoor.

 

7. Engage

To sum it up, by having live chat, you’re offering something unique and memorable to your candidates. Top talent is looking for an exceptional experience, with an exceptional company. Using the tools that come with live chat, such as proactive chat, pre-chat forms, and automation makes this possible without expending more team resources. Earn your candidates’ attention and commitment by creating a place for open conversations and unprecedented transparency.

To learn more about how to choose the right live chat and automation platform for your organization, download our whitepaper “2020 Buyer’s Guide.”

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How to Meet Today’s (and Tomorrow’s) Customer Demands with Smart Bots

The way companies engage with customers is markedly different today than it was even a few years ago, and customer expectations only continue to evolve.

One of the “new normals” in customer service and engagement is the need to be available and operational at all times, with over half of customers now expecting a business to be open 24/7. Add to it the greater urgency among customers to get issues resolved, and the demand for faster response times is now higher than ever. And with an ever-proliferating number of channels and devices, customer communications are literally coming from every direction.

To keep up with these conditions, enterprises outsource more work to BPOs, like the frontline customer interactions that normally bog down their internal teams and make it harder to take care of higher priorities. But even with BPOs at the helm, it’s increasingly challenging to keep up with the growing volume and velocity of customer requests and interactions — and the results are less than stellar.

Customer service: a losing battle?

Recent research shows that a third of customers think customer service is getting worse with over 60% saying it’s not getting any easier. Customer satisfaction drops by 15% each time an issue isn’t resolved on the first call. Meanwhile, the average response time for a customer service request is over 12 hours, not to mention that 62% of companies don’t even respond to customer emails and 21% fail to respond to chat requests.

And though live chat is preferred among customers, the average time to acknowledge a live chat message is roughly the same amount of time — just under three minutes — as the wait time for phone support, which seems to defeat the purpose.

There’s no getting around the fact that meeting today’s demands has to involve some form of technology, yet customers still expect the option of human contact. The problem is, the turnover rate in customer service is high — averaging around 27% annually. Staffing with the number of humans needed at all times isn’t always possible, but customers’ desire for human contact simply can’t be ignored.

You know you need to respond to every request faster without sacrificing quality of interactions, but if your human teams don’t have the bandwidth or the right tools to manage this, it can feel like you’re up against a wall.

 

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%

dissatisfaction from first contact

hours of average response time

%

annual customer service turnover

Creating a hybrid human-chatbot environment

Instead of losing the battle, you need to address scale and personalization in one fell swoop. One way to do this effectively is to deploy smart chatbots with custom automation to handle the lower-value, more repetitive interactions that your human agents shouldn’t have to spend time on, such as password resets, product pricing information, FAQs, and other areas of customer self-service.

Chatbots with automation rules that can intelligently route customers and prospects act as an initial level of triage to either capture the request quickly and respond to it on its own, or send it over to the appropriate human team or agent for resolution. This minimizes the number of “hops” a customer has to make and reduces chat abandon rates.

Automation rules can also include the chat history so the agent understands the correct context and can resolve the issue faster, eliminating the need for the customer to repeat their issue each time they’re transferred to a different department or person. And the rules can even include warm handoffs to create a more personal interaction that’s in such high demand these days.

Smart chatbots allow you to leverage your existing live chat platforms and human teams by enabling them to focus on the more complex, nuanced, or personal issues that can make all the difference in customer satisfaction, such as complex product or solution comparisons or longer-term customer support issues like subscription management and product upsells or cross-sells. In this way, you maintain the benefits of human contact but enhance them with chatbot technology.

 

Gaining a strategic advantage

A hybrid human-chatbot environment can be particularly advantageous to BPOs like yours. On a practical level, a hybrid environment allows you to scale as needed to meet growing and changing customer demands faster and with less effort using bots available 24/7 that free your human agents for higher-value activities.

You can also better control costs since a human-chatbot environment doesn’t require the significant upfront investment in all-singing, all-dancing AI platforms that many organizations feel pressured to adopt. Instead of adding skilled experts to your team to oversee the technology, it can be implemented without special, hard-to-acquire, and exceedingly expensive technical skills.

 

“A hybrid environment allows you to scale as needed to meet growing and changing customer demands faster and with less effort using bots available 24/7 that free your human agents for higher-value activities.”

The technology can also be deployed methodically and incrementally, so that you can gain the experience and the data you need as you go. As you develop a better understanding of your own processes and where you need to improve the customer experience, you can fill other gaps for your enterprise clients by deploying additional purpose-built bots to further smooth and speed up customer service and engagement.

From a strategic perspective, a hybrid environment enables you to offer higher-value services and solutions to your enterprise clients that are adaptive, not resistant, to the changing nature of business. When you can confidently take on more work from enterprises, you’re not only helping them grow their revenue, you’re also growing your own.

You’re also integrated more deeply into the enterprise’s business. Rather than acting as just another transactional vendor, you’re able to position your organization as a long-term strategic partner with the knowledge, tools, and trustworthiness needed to help your enterprise clients reach their goals.

As change marches on, incorporating chatbot technology now helps you keep up with today’s customer demands and respond more effectively to whatever tomorrow brings.

 

Turn Insights Into Action With Advanced Chat Analytics

Advanced Chat Analytics

If you manage a conversational technology platform, you know how difficult it can be to tie ROI back to the platform. You constantly need to prove why a messaging solution is worth the time, effort, and budget. Great conversational technology integrates across many (if not all) areas of business to ensure that existing workflows flow seamlessly. Many live chat managers struggle to connect even the most routine workflows, like a customer request to a ticket in a helpdesk. Internal teams end up manually updating a ticket status rather than rely on automation.

The 2020 SnapEngage annual survey found that the #1 way to measure live chat success is through a Customer Satisfaction Scores (CSAT). CSAT scores are closely followed by Agent Performance metrics and Quality of Chat Interaction. This group finds that data is king.

To solve data and insights challenges, we’ve excited to announce the Labels Report – a powerful chat analytics tool built to maximize an existing tool, Labels. The Labels Report makes it possible to review and analyze chat data within SnapEngage, no exporting required.

Easy data gathering, less time wasted

As part of the Labels Report roll out, we are re-introducing Labels. Labels are one of the most powerful tools SnapEngage provides to do more with chats. 

  • Categorize conversations in either structured or open-ended ways
  • Pass data to your CRM or helpdesk system to automate workflows or perform detailed analysis 
  • Set by humans during a live chat conversation 
  • Automate Labels using a Guide Bot or Answer Bot

Labels are customizable within the SnapEngage Hub. Like all useful data, Labels are passed on to a CRM/Helpdesk system where they can be used to further automate workflows or segment cases. 

The Labels Report enhances existing analytics by allowing clients to report and segment chats based on Label. Drill down further and view chats with each corresponding Label. 

For example, suppose the Label options for all chats are “Sales”, “Service” or “Tech Support”. It would be very valuable to be able to review all chats of a certain type (e.g., Support). You can directly tie back ticket creation to this Label. 

Conversely, all chats with a “Sales” Label can be viewed as revenue generating chats. 

labels report chat analytics

Getting started with advanced chat analytics

The Labels Report is to be used in conjunction with Labels. Conversational technology, without utilizing insights and analytics to make informed business decisions, will not be successful. 

The Labels Report is not a “set it and forget it” option. Run this report as often as you see fit. Drill down on the data points by time range, widget selection, number of results, and more. 

Label chats even when no one is online. Automate conversational data with chatbots to ensure every chat can be categorized for follow-up and further analysis. 

Data is evergreen, keep tasks streamlined 

Reporting on Labels is possible right within SnapEngage, but take reporting further with custom mapping options. As mentioned above, each Label can coincide with a specific action with a CRM or helpdesk. The more targeted the Label, the more successful follow-up actions will be. 

A support team member who is confident that that a ticket is timely will reach out to that client immediately. They will also know that a closed ticket does not require a second set of eyes, multiple clicks, and @ team mention pings for help. 

Chat Mapping labels

Use the Labels Report

If you’re a SnapEngage Professional or Enterprise client you can report on custom Labels and analyze chat data today! Professional and Enterprise users also have access to SnapEngage chatbots, including Guide Bot Templates for guided implementation. Sign up for a complimentary strategy session to get started with the Labels Report and automation now. 

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Speed To Contact Is Everything

How Nextiva increased lead quality and conversions with live chat

Customer Stories

About Nextiva: 

Over 150,000 businesses trust Nextiva for their cloud-based communication needs. Nextiva products include business VoIP phone service, call center software, and CRM software for sales and support teams. 

Launched in 2006, Nextiva has expanded to more than 1,000 team members and count Delta Airlines and Conan O’Brien as clients. This expansion has transformed Nextiva from a traditional VoIP services provider to an up-and-coming leader in the unified communications (UC) vertical. 

Rapid growth enabled Nextiva to continuously innovate and improve. That same success also brought growing pains. 

Gaetano DiNardi is the Director of Demand Generation at Nextiva. As Gaetano explained, “Speed to contact is everything. Quick touch points with prospects are invaluable.” 

The Challenge

Speed to Contact

Gaetano was looking for a way to increase inbound lead conversion. Getting prospects to the site is one thing, but capturing and qualifying those leads quickly is quite another. Every opportunity to reach site visitors counts, and not only from the conversion side. Every touch point is a chance to showcase your brand and put your best foot forward. 

Meanwhile, the Nextiva sales team was also dealing with rapid changes brought on by the COVID-19 pandemic. Not only were they managing their own remote teams, but they were also  servicing the influx of prospects looking to use communications products like Nextiva’s to facilitate remote work. 

While the number of leads was growing, Gaetano noticed that some visitors would arrive at the site, peruse content, and then leave without starting a conversation. He realized that speed to contact was a critical factor in lead conversion. 

Technology has changed the market’s expectation of client engagement. Today, people expect fast food, fast internet connection, and fast answers to their questions. Many even expect businesses to anticipate their needs.

As Nextiva uncovered that prospects wanted immediate answers and helpful touchpoints, Gaetano knew they needed a multi-channel solution to quickly graduate engagement from an initial online touchpoint to a phone call. 

The need to streamline processes and reach prospects faster was suddenly front and center.

The Solution

Chat as an instant lead-to-sales connector 

“Chat is easier and better than prompting visitors with web forms,” Gaetano noticed. 

Chat doesn’t discriminate. Any business, regardless of size, is welcome and feels comfortable using web chat. 

When compared with a web form, the chat platform at SnapEngage gave Nextiva visitors confidence and ease by:

  • Giving prospects a path of least resistance
  • Enabling prospects to chat on their own terms (like including or excluding contact information)
  • Proactively providing value through automatic touchpoints

“Chat gives us the opportunity to answer prospects’ questions. Once we do that, prospects feel more confident in our relationship and the entire sales process goes smoothly,” notes Cameron Johnson, the Business Segment Leader who oversees all of inside sales. 

In addition to being the path of least resistance for prospects, chat is also a powerful channel to have more conversations. Nextiva has seen significant year-over-year growth with chat. Last year, Nextiva saw 195 leads from SnapEngage in one week. This year, they see 355 leads from chat each week. 

%

82% increase in leads since creating a proactive chat strategy

%

2x year-over-year chat volume growth

%

24.3% rate of chat conversations to sales quotes

%

13% increase in year-over-year chat lead-to-sale

Chat becomes a top lead source for Nextiva:

Chat has become a top lead source for Nextiva. Sales team members even have to earn their chat license. Why? Getting access to this coveted channel is an incentive given to top performing sales people.

SnapEngage’s analytics have enabled Nextiva to test chat messaging and identify the top performing pages. Using a combination of SnapEngage analytics and Salesforce KPIs, Nextiva can identify the best and lowest performing pages. 

Nextiva can also quickly tweak messaging on low-performing pages in order to get higher-quality traffic. The strongest pages boast a 24.3% rate of chat conversations to sales quotes. 

Key to this strategy was the addition of SnapEngage proactive chat and bots to the Nextiva marketing site. Nextiva can customize proactive chat and chatbot messages depending on the web page the visitor is on, the visitor’s physical location, the product they are viewing, and much more — hyper-personalizing the prospect’s experience.

Nextiva sees a 13% increase in year-over-year chat lead-to-sale. 

Nextiva now sees a 13% increase in year-over-year chat lead-to-sale after integrating chat. The sales team is busy, happy, and most importantly, efficient. 

Chat has become the quickest and easiest way for Nextiva to gather lead information and start moving the prospect through the sales funnel. Chat has even short circuited a significant portion of the Nextiva sales funnel — resulting in faster closes and improved customer experiences. 

Gaetano is now able to use specific pages and keywords when auditing chats, and can refine messaging instantly. He can easily tweak proactive messages to test updated text, tracking what messaging works best. 

The experience for prospects has also improved. They’re able to chat on their own terms and ask their own questions. Rather than being overwhelmed by a salesperson looking to book a meeting, the prospect can now drive the conversation. 

Ready to increase inbound lead conversion?

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.

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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.

%

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

New Challenges Create Uncertainty

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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