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. 

Double Your Results: How to Leverage Both Proactive Live Chat and Reactive Chat

Written by guest author Mary Tian, SnapEngage Client Success Manager

Combine the power of proactive and reactive chat to boost the power of your chat strategy. SnapEngage Client Success Manager, Mary, dives deeper into boosting customer engagement by using both types of chat. Get to know the options and start chatting with 30% more site visitors.

 

What are Reactive and Proactive Chats?  

Just like many conversations, there are two types of chats, reactive chat and proactive chat. Utilizing both proactive and reactive chat allows for twice the power to reach site visitors more effectively than before.

What is reactive chat?

Reactive chats are chats initiated by your website visitor, and responded to by an online agent. The trick to success is making sure those inbound chats are responded to within seconds. Visitors can be turned off quickly when their inquiries aren’t reciprocated. To help facilitate rapid response, reactive chat distribution can be set up two different ways.

  1. Notify all online agents at once of each incoming chat (limited to a maximum number of 5 agents). 
  2. Automatically rotate each incoming chat to a specific agent.

Using SnapEngage in the second scenario, chats are assigned to agents with the least number of current chats. If all agents have an equal number of ongoing chats, then the system will randomly assign the chat to an agent. 

 

What is Proactive Chat?

Proactive chats are initiated by the SnapEngage system and will appear to the website visitor like a direct message to them from an agent. As a best practice, we recommend setting up proactive messages to populate at different times and on different pages for site visitors. For example, setting a proactive chat trigger after a site visitor has been browsing the same page for 1 minute serves as a reminder that your team is there to help with any questions.

You can create page-specific proactive chats for products or pages you’d like to highlight. The chat is hyper-personalized to create a seamless customer experience. These chats are first assigned to agents with the least number of chats when a visitor is on your site and meets the criteria you’ve selected in your Admin Dashboard under Proactive Chat. All things being equal, proactive chat assignment is random.

You can use reactive chat and proactive chat in conjunction. Proactive chat can be especially helpful for sales teams looking to increase visitor engagement. For example, sales team in the past had the option of connection with clients through email and phone only. Flash forward to present day. Chat opens doors of collaboration to transform the sales process and makes it easier than ever to communicate with prospects throughout the entire sales process.

The American Marketing Association found that B2B companies who used live chat see, on average, a 20% increase in conversions. Proactive chat also works to transform your customer engagement. Not only is live chat is a cost-effective customer support channel, but on average, companies using live chat save up to 50% or more on support costs versus other support channels. We have found that live chat increases the productivity of client support agents because one person can handle up to 10 simultaneous chats at once, depending on the complexity of the issues at hand.

Capitalize on SnapEngage’s routing capabilities

The two main ways to route chats to specific agents are routing by tag or skill, and routing by widget or department.

In some organizations, there are chat agents with different skill sets and expertise. Our routing by tag feature allows you to capitalize on these different skill sets by assigning the chat agent specific “tags” to coincide with their expertise. For example, a “Spanish” tag would imply that the chat agent speaks Spanish, while a “Construction” tag implies that the chat agent has extensive knowledge in the construction field. Website visitors can seamlessly chat with those agents assigned the correct “tag” or expertise according to their needs.

To use routing by tag, you would assign the visitor “tags”, like “Spanish” or “construction”, via the JavaScript API. When your website visitor starts a chat with you, they will have already been assigned tags based on the logic you/your developers build.

You can assign tags to your agents in the Admin Dashboard. SnapEngage will then know which agents to direct the chat to, as the tags will have already been passed to the system.

You may find your chat agent team expanding, in which case you can use routing by widget. Widgets enable different configurations for different sites, products or departments. For example, a “Sales widget” and a “Support widget” act as a clarification between the two teams. Now that the teams are separate, you can easily and quickly allow your website visitors to be connected with the correct department by using the “widget selector”. The widget selector tool allows visitors to choose the nature of their inquiry-based on pre-populated selections you have provided prior to starting a chat. Now, chats can route seamlessly to the correct department without any unnecessary transfers.

About the Author:

Mary is a Client Success Manager at SnapEngage, focusing primarily on clients in the United States. In true Colorado style, when she is not delighting our clients, you can find Mary mountain biking and relaxing with her 85-pound puppy, Atticus.

A Day in the Life of a SnapEngage Account Executive

Coffee with SnapEngage 

Welcome to our newest series, Coffee with SnapEngage! We are proud of the culture that we live here at SnapEngage. Join us in celebrating our talented team in both our Berlin, Germany and Colorado, U.S.A. offices! 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 are chatting with Jasmin about sales, travel, and even a few fun facts.

1. Tell us a little about yourself. 

My name is Jasmin, I am a German living in Berlin and I’ve been with SnapEngage for over 4 years now. In my role as an Account Executive I am in charge of the European and Asian markets. 

At heart I am an adventurer. I love travelling and immersing myself in different cultures. Due to my natural curiosity and being a good listener, I am able to connect authentically with people both in and outside the company.

2. How did you find your way to SnapEngage?

It was meant to be! I found SnapEngage’s job posting when I was still living in Canada but was looking to move back to Germany. (After 3 Canadian winters I just couldn’t deal with the cold anymore!) SnapEngage and I are the perfect match, just like chocolate and peanut butter. 

While we have many innovative and unique features, I love our focus on measurable business outcomes. We are closely working together with our prospects and clients to specify KPIs and develop custom chat strategies to achieve their business goals. Proven ROI is the key ingredient to happy clients that become true advocates of SnapEngage.
-Jasmin, Account Executive

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

An ongoing project I am very passionate about is growing our customer base in the EU. As part of this we have been focusing on GDPR compliance, more localized content, targeted marketing outreaches, and more. 

4. What makes SnapEngage stand out?

SnapEngage has been in the chat space for 10 years now and has grown steadily as a completely customer-funded company. Today we are a leading live chat software provider, installed on over 10,000 websites worldwide.

While we have many innovative and unique features, I love our focus on measurable business outcomes. We are closely working together with our prospects and clients to specify KPIs and develop custom chat strategies to achieve their business goals. Proven ROI is the key ingredient to happy clients that become true advocates of SnapEngage.

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

The team makes all the difference. Every day I am surrounded by amazing people who are working hard towards the same goal: making SnapEngage the best chat solution there is. Having such amazing co-workers makes it a joy coming into the office. Even on Monday morning.

6. What piece of advice would you give a new employee starting in the sales team?

Take interest in the challenges we are facing and trying to solve. Being new to the team does not mean you should not contribute ideas or suggestions.  Be all in – in life and at work.

7. How would you describe the sales team culture?

I might be biased but I’d say the sales team is the coolest team at SnapEngage! 

We are a group of passionate sales professionals who deeply care about SnapEngage and its users. We are working closely together and supporting each other to reach our goals. While we can totally geek out about numbers, we are also passionate about the cutest pets, the best hiking spots, and finding the perfect gif for any conversation.  

8. How does the SnapEngage product help other Account Executives?

Live chat turns every website visitor into a conversion opportunity and is one of the most efficient and effective tools for any Account Executive. With SnapEngage you will instantly build rapport with prospects, fill your sales pipeline, and boost lead conversion. Come and start a chat with me on snapengage.com to find out more!

Introducing the Chatbot API

Introducing the Chatbot API

Getting started with chatbots and APIs

Join us in welcoming aboard our newest addition to our chatbot offering! The SnapEngage Chatbot API allows you or your developers to create your own chat bot or build a connection with third-party bot providers. Chatbots and Artificial Intelligence have been buzz words for quite some time. The Chatbot API easily allows you to customize the entire visitor experience and can save your chat agents heaps of time. 

That can all seem a bit intense, so let’s break it down. First, what is a chatbot? According to G2Crowd, a chatbot is either powered by pre-programmed responses or artificial intelligence to answer a user’s questions without the need of a human operator. Chatbots can work 24/7 to provide the best customer experience possible to your visitors and clients.

Why would anyone need a chatbot, and what goals can chatbots help achieve?

Chatbots allow you to be there for your clients and site visitors at all times, regardless of how busy your internal team is. You can allow your clients to reach you anytime through a self-service model of chat, freeing up your team to work on other projects or to only chat with those site visitors who need an extra human touch. Visitors and clients have the option to chat with a human at any time, bringing your sales team more qualified leads. The support and client success teams will also be able to chat with more informed clients who may have already searched your internal help documentation. 

Chatbots can also be built to stay on-brand with the rest of your marketing materials and website. It can provide uniform answers across the board to deliver the same brand experience. We suggest using chatbot transcripts as learning materials for new employees so that your brand can become second nature for your chat team.

What is an API?

An API, or Application Programming Interface, is a set of functions and procedures allowing two applications to talk to each other. Think of an API like a bridge between different applications. API’s are very helpful and can cut down on developer time and resources. For example, an interactive Google map embedded on a website works because of an API. Without the API, web developers would have to create their own maps and provide all the necessary data just to have a map show up on a website.

Why use the Chatbot API?

Our Chatbot API provides even more customization to the chat experience for your site visitors and clients, and can free up more of your chat agents’ time so they can focus on more qualified leads. The Chatbot API is designed to be used by those who have some developer resources handy or for those who have developer knowledge as setup does require some engineer work. You or your web developer have the ability to design conversations, answer frequently asked questions, even route the chat to a human agent when the situation calls for it. By creating custom workflows for the chatbot to answer, you can ensure that all site visitors are receiving the same level of care, correct answers, and ensure chat conversations are on brand.

Using the Chatbot API to chat with site visitors

The Chatbot API makes it easy for you to customize the entire visitor experience. All of the tools are at your disposal and you can create as many questions and answers for your site visitor as you’d like. 

Using the Chatbot API will help scale your business. Your live chat team may not be able to answer every chat 24 hours a day in a timely manner. The chatbot can help pick up the slack. 

In addition to all we discussed, the chatbot will be able to follow some of the same commands that your human team can. A big piece of this is routing capabilities. While chatbots can be extremely helpful to your team and can help streamline sales leads and customer support queries, it is important that the bot can also recognize when a real human would be a better fit for the site visitor. For that reason, the chatbot can transfer the chat to a human agent at anytime. And not just an agent in one particular widget, the bot can transfer the chat to a human in the same widget, different widget, even to one specific human. Routing to a human agent will help keep your site visitor from getting frustrated if they need more information or just want to talk to a person.

The SnapEngage Chatbot API is still in beta, so we want to hear from you! Chat with us about your specific scenarios and where you think the chatbot can help your exact situation. Since no two bots have to be alike, there are endless opportunities for you and your team moving forward into the chatbot space – no need to limit yourselves! Share with us your stories and we will tell you how we can help.