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. 

Don’t leave your clients hanging with the Auto Responder!

Introducing the Auto Responder

You would love to be available to your clients and site visitors at all times, but that is not feasible. The challenge is to be as available as possible and still support clients when you are not immediately available. In chat especially, clients expect answers (or at least engagement) almost immediately. Let SnapEngage work harder so your chat team can focus on day-to-day duties, lead/customer follow-up, and generally delighting your client base. We recommend turning on the Auto Responder as a quick solution to elevating your online presence.  

An Auto Responder is a time-based message that is automatically sent on your behalf. Auto Responders can work for different tools, like website live chat and email. In a chat scenario, the Auto Aesponder sends a message directly to a site visitor on your website who is interested in chatting with your team. This does not necessarily mean that your team is not online and available to receive chats, they could very well be. However, in this day and age humans have become increasingly distracted and pulled in different directions, chat agents included.

Even when your chat team is busy chatting with other prospects and clients, you want to be able to engage with your site visitors in not just a timely manner, but in robust fashion as well. The window for a timely response to clients is getting shorter and shorter as consumers crave fast responses today more than they ever have before. But do not fear! This is exactly where the Auto Responder steps in. The Auto Responder can work as the first touchpoint with a site visitor, letting them know that your team is excited to connect with them. This gives your chat agents a few seconds to wrap up ongoing chats or emails so they can focus on the task at hand: delighting your site visitors.

seconds is a suggested Auto Response time

The Auto Responder message will help set the expectation for a delayed response, reduce annoyance and increase customer satisfaction and survey scores.

Why use the Auto Responder 

You can take charge of setting clear response expectations for your clients and prospects. A common mistake is to leave clients in the chat queue with no notice of when a human agent might be ready to assist. One minute waiting in a chat queue could feel more like five minutes to a website visitor, especially when they have no idea when they will reach a live agent. The Auto Responder takes out the guesswork for a better overall chat experience. The Auto Responder also allows you to be transparent with your clients about why they may not receive an immediate answer. You are politely letting clients know that your team is busy, they are valued, and you are excited to assist.

Chat agents will feel less pressure to jump at every available chat. This may sound like a bad thing, but too much quickness (especially for newer chat agents) could accidentally result in unnecessary typos and/or poor, rushed customer interactions. Allowing your live chat software to work harder on your behalf will open the door for more positive client interactions for your internal team. Chat analytics will also flourish because chats previously denoted as “Not responded” will dramatically decrease. 

 

Auto Responder best practices

As a best practice, we recommend setting the Auto Responder to between 25-35 seconds to let site visitors know you are there. Encourage a delightful client experience by coupling the Auto Responder with Chat Reassignment. Set chat re-assignment for a few seconds after the Auto Responder to satisfy the site visitor while transferring the chat to other members of your team who may be more readily available. 

Another key tip: Use your brand voice and keep it human. We suggest a message that sounds like something your team would actually say or is even a bit creative if relevant to your brand voice. For instance, this would be a great Auto Responder message for an aerospace company: “We apologize for the delay, we are working on launching the next human into space! We will get back to you as soon as possible. Feel free to leave us a message if you have to jet.”

The Auto Responder is an easy and quick way to engage your clients and site visitors, set clear response expectations,  and make chat more cohesive with your brand voice. It allows businesses to customize the message you’d like to send so you can connect with more clients than ever before. This way, chat can be available even when your chat agent team is busy and can’t respond immediately.

SnapEngage Honored as Gold Stevie Award Winner in 2019 American Business Awards

SnapEngage is thrilled to be honored as a Gold Stevie Winner in the 2019 American Business Awards (Customer Service Department of the Year – Computer Software category). The American Business Awards are the U.S.A.’s premier business awards program. All organizations operating in the U.S.A. are eligible to submit nominations – public and private, for-profit and non-profit, large and small. 
More than 3,800 nominations from organizations of all sizes and in virtually every industry were submitted this year for consideration in a wide range of categories, including Startup of the Year, Executive of the Year, Best New Product or Service of the Year, Marketing Campaign of the Year, Live Event of the Year, and App of the Year, among others. SnapEngage was nominated in the Customer Service category for Customer Service Department of the Year in Computer Services. 

“We are ecstatic to once again be honored as a Stevie® Award winner in the Customer Service Department of the Year category, this year as a Gold Medal recipient. We don’t just call our team ‘technical support’, because a much more fitting name is ‘client success’. This speaks to the way we treat our clients; their success is our success. Congratulations to the winners in all categories for a job well done.”

                             

– Jerome Breche, SnapEngage Owner/Co-founder and Chief Product Officer

We always strive to do the right thing for our clients. We heavily emphasize our client success team and continually work to delight and educate our loyal clients. We are proud to once again be honored with an award in the Customer Service Department of the Year of the 2019 American Business Awards!

The selection panel noted that SnapEngage has a “well developed team to merit such strong service and satisfaction results” averaging a 96% CSAT score each year and a response time of 11 seconds. More than 200 professionals worldwide participated in the judging process to select this year’s Stevie Award winners.

Organizations nominated

%

CSAT score

Professional judges

SnapEngage was also honored with their second consecutive Stevie Awards Bronze medal for Sales and Customer Service

“The nominations submitted to The 2019 American Business Awards were outstanding. They illustrate the continued vibrancy of innovation and high level of achievement across the American economic landscape,” said Michael Gallagher, president and founder of the Stevie Awards.

About SnapEngage

SnapEngage is an enterprise live chat solution that partners with businesses to transform customer engagement and drive measurable business outcomes. Businesses that implement SnapEngage consistently experience increased sales conversions, increased customer satisfaction, reduced cost-per-interaction, and more. Every day, SnapEngage drives positive outcomes in the following verticals: SaaS and technology, healthcare, e-commerce and retail, travel and hospitality, real estate, insurance, government, education, and the nonprofit sector.

About the Stevie Awards

Stevie Awards are conferred in seven programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Women in Business, the Stevie Awards for Great Employers, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 10,000 entries each year from organizations in more than 60 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards here. More details about The American Business Awards and the list of 2019 Stevie winners are available here. The Stevie Awards for Sales and Customer service details are also available here.

Chat Agent Tips with a SnapEngage Client Success Manager, Part 1

You want to be successful with chat almost as much as we want you to succeed with chat. But getting started on the path to success as a chat agent can be daunting, especially if chat is uncharted territory. We sat down with our Client Success Manager, Leor, to discuss some chat best practices.

1. What are some easy things chat agents can do to be successful?

There are many things you can do as a chat agent without having to go to your administrator for help! One of the easiest is to make sure you have your desktop notifications enabled and that your volume on your computer is up so you can hear sound notifications. This will help you hear incoming chats, repeat messages, and will help keep you from getting auto-paused. Another very easy way to be successful is to simply be online and ready to chat. This may seem like a no brainer, but it can be easy to stay “paused” throughout the day, so check every once in a while that you are still “online” to answer incoming chats. If you are using SnapEngage specifically, we recommend that you have the Conversations Hub in a separate browser window because browsers can throttle tabs and not allow notifications to come through. This way, all communication will be smooth.

2. I get a ton of frequently asked questions and it can be cumbersome to type the same thing multiple times to multiple people. How can chat make my life easier in this regard?

Many companies offer a “shortcuts” or canned messages feature. Learn these shortcuts! You may already have some canned messages in place, try them out! Some example shortcuts include answers to frequently asked questions, your office hours, anything at all that makes sense for your business. SnapEngage users can view shortcuts in the Conversations Hub by clicking on the Shortcuts button where you enter your chat text. We even take it one step further, and you can find suggested shortcuts by simply typing the first few letters of a shortcut and choosing the one you need.

Shortcuts are added by your account administrator or a sub-admin in the admin dashboard. After you have familiarized yourself with existing shortcuts, feel free to look for gaps and coordinate with your administrator to suggest some new shortcuts that will be handy for the team. Once your admin adds the shortcuts they will be available for everyone to view and use.

3. My team is often asked if they are bots. We want to portray ourselves as a real human team who understands our clients’ needs and are eager to help.

We know what you mean, we are also asked this question and have to assure the client that we are, indeed, human people 🙂 We train our team on using our company tone and voice. We find this fitting because on chat, you are literally the voice of the company. The voice and tone of you as a chat agent can make or break the customer experience. Your company most likely has certain values that can help guide you when chatting with clients. Are you kind and honest and value your clients’ feedback? Chat is a method for communicating these values and your clients will feel the love.

We like to make our clients and site visitors feel at home. If you see their email or that this is someone you have chatted or emailed previously, feel free to greet them by name. This small gesture will help your visitors feel more relaxed and welcomed. A good rule of thumb is that if you treat visitors as friends, they will return the favor.

4. If someone is new to using chat and is striving to be the best chat agent on the team, where is a good place to start?

Simple, know your website. If you are new or even if your website has gone through a recent redesign, it is always important to stay up-to-date on current website happenings. When you know where everything is, you can quickly respond to site visitors when they come asking questions, or know where in your website you can go to start looking for quick answers.

We have a collaborative approach here at SnapEngage. When we make website changes we alert the rest of the team and send the link to the new page to make sure we are all growing in knowledge together. Team chat can be a great place to share any questions or extra bits of information. 

5. Chat is an excellent way to further provide a delightful customer experience. What is your advice to those agents who want to maximize the experience even further?

Continually work to improve your response time. If you’re ever in a response time rut, have a competition with your coworker! Your administrator can check your average response times for the past week and whoever has the lowest response time wins! We highly recommend ice cream for the victor.

We like to take this one step further, and keep response time in mind not just for the first response to a visitor, but for all responses during a chat. If you are investigating an issue for a client and need to debug something, let them know you are working on it and if it will take a long time to solve, offer to follow up with them via phone/email. The more communication, the better.

6. I have a hard time showing clients exactly what to look for. How can I streamline this process?

Screenshots and screencasts are a great way to show a client exactly where or what they need to do. We recommend a free program like JING for doing this. Keep in mind that not everyone is a visual learner and some may prefer help documentation. If you have a company help site and are using SnapEngage, make sure your administrator enables the help site in the knowledge-base section of the Conversations Hub from the Admin Dashboard.

We hope this helps drive your performance as a chat agent. We only touched the surface on all of the things that make a successful agent and there are always ways to improve. Reach out to us if you’re ready to take yourself to the next level and we are always happy to nerd out about chat with you.

Here are some parting words from Leor about what inspires him to delight our clients on a daily basis. 

“What inspires me most about delighting clients is deepening the relationship between their business and SnapEngage. Our main goal is to help clients be successful, so when I am able to help solve an issue, I believe that I am enriching their lives and making their work days better.”

Let’s Talk Chat, Your Sales Team Will Thank Me

Businessman climbing gear icons

Chat for sales teams 

Sales teams need more than product knowledge and sales-smarts to retain credibility with prospects. In the ever-changing landscape of technology, time management, open communication, and passion drive sales teams to be better. Chat is a benefit not only to your internal team, but makes the lives of your prospects easier as well. You may be missing out on potential leads and not even know it. Perhaps you have noticed a majority of visitors to your site leave without interacting with any content or leaving their contact information. Or perhaps your team has been feeling disconnected from one another. This is not a slight to your sales team, but rather provides an exciting opportunity to introduce something new that will boost those prospect interactions.  

Here are 5 reasons that a chat platform can positively impact your sales team.

1. Real-time conversations are convenient 

Chat is convenient the same way that cell phones are convenient. Both channels offer instant communication. Chat can be that perfect avenue to double-down on response time. A properly trained sales team can interact with site visitors and potential clients on the fly rather than relying on email communication or phone calls. You can also customize proactive chat messages to fire to site visitors prior to them clicking to chat. Say goodbye to constantly monitoring site traffic, and hello to more effective targeting.

2. Reduce your sales cycle

Speaking of speed, how about speeding up your sales cycle? Enter chat. Chat allows your sales team to more quickly and easily qualify prospects and move them through the pipeline. Your prospects will feel more valued, and your sales team can work leads more efficiently. You may be thinking that your site visitors still want to talk on the phone in addition to chat. You can easily configure this exact feature right within SnapEngage with our Call-me feature. Now there is no limit to winning in the chat/phone call ballgame, touchdown! (Go sports!) Set goals for your chat team, and check the reports in the dashboard to see big wins and training opportunities. 

Ready for faster conversations?

3. Treat your prospects as they wish to be treated 

Chat is rapidly becoming a preferred method of communication for site visitors. Forty-five percent (of customers) have used chat to interact with a live agent. Now you can meet your prospects where they want to be met, in the chat space. Your sales team has the opportunity to halt buyer’s remorse in its’ tracks while providing a premium service to visitors. 

Forty-five percent (of customers) have used chat to interact with a live agent.”

4. Enhance your brand

Next, let’s talk branding. Chat is a friendly reminder that you can strengthen brand awareness quickly and easily. With SnapEngage, you can add your logo directly to the chat box, and take an even deeper dive by customizing a color scheme and even adding real pictures of your sales team. You will ensure that your site visitors know they are talking to a valued member of your team who is proficient in helping them through the buyer journey. 

Free download: Find the right chat solution for your business

5. You’re human, own it

Lastly, chat is a relatively easy technology for your sales team to learn. Let’s face it, your employees spend most of their time doing chat-related activities anyway, so chat is a natural next step. Your employees are used to sending rapid fire texts, and with the help of our training materials and Implementation team, the onboarding process will be a breeze. Plus your team can add a little personality into the conversation, keeping prospects delighted and excited for further discussions. 

Chat can be helpful, but requiring your sales team to run multiple different programs solely to follow up on leads is not. That’s why we integrate with CRM and Help Desk platforms that you already utilize. The goal of making contact with more potential leads and moving prospects through the sales funnel, all while keeping your sales team happy, just became a reality. 

If chat has been in the back of your mind or if you are just looking for new ways to excite your sales team, feel free to chat with us and look over the additional resources on our blog.

We are excited to learn about your use case. Click the “chat with a real human” button to connect with us.