8 Best Practices for a Successful Sales Chat Strategy

Sales chat technology has the potential to increase conversions and help you scale your brand. Adapting a sales chat strategy to your brand will result in a growing customer base if you capitalize on what chat can do for you. 

Beyond training the right sales agents, laying down sales objectives, and adopting a chat workflow, you’ll get the most benefit when you take advantage of live chat features and customize them to your brand’s needs.

A successful sales chat strategy is well thought out and develops over time. If you’re wondering whether your sales strategy currently takes full advantage of its live chat component, start by asking yourself the following questions.


#1 – Are you using live chat on all possible channels?


Multi-channel marketing is about consumer choice. Make it easy for customers to choose the channel they want to use no matter where they are in the customer funnel.

Your goal is to create a consistent brand story with a live chat option across as many channels as possible. Make yourself more accessible with an omnichannel reach and you’ll increase touchpoints.

It can take several touchpoints for a visitor to reach out directly for more information — Sales conversions can happen over time and over a variety of channels. 

The more accessible your brand is, the more often customers will be able to reach you. Not only do you get a convenience bonus for this, but you also have more access to all interested visitors at all points of the sales journey. In short, more opportunities for conversion.

Every touchpoint is an opportunity to display your brand in its best light. An omnichannel solution can move a customer more quickly through sales funnels from first contact to conversion, upsells, and cross-sells.


#2 Is your proactive chat stalking your site visitors?


Remember that consumers have different purchasing behaviors — in person and online.

A poorly configured proactive chat has been compared to that annoying sales rep who follows you around the store, asking you if you’re “finding what you’re looking for.” 

Some shoppers may need more hand-holding while others prefer to be left alone to browse without obtrusive interruptions from sales reps — or chat pop-ups.

Brands need to be careful not to overuse proactive chat invitations as they can be off-putting. The timing and placement of proactive messaging should be a well thought out part of your proactive chat strategy

For example, triggering a proactive chat the second a visitor hits your page can hurt you in two ways:  it can turn the visitor off, and it can rob you of the chance to analyze a user’s behavior. 


Run tests to set triggers

Look to set rules-based triggers that engage visitors at the most auspicious time by gathering leading indicators from each visitor first. 

For instance, you can analyze their interest or intent by observing their surfing behaviors before reaching out to them. Over time, you’ll be able to automate different triggers based on this type of data to optimize chat experiences and sales agents’ time.

Run tests with chat and fine-tune the timing of your proactive triggers to generate higher engagement rates. Try setting up different proactive triggers on different pages and play with different prompt times. 

You can use proactive chat analytics to measure success rates and see what works best with your site. 


#3 — Are you extending brand recognition to your sales chat strategy?


All businesses know that brand awareness increases loyalty. A huge piece of the brand loyalty puzzle is trust. 

Users today are bombarded with pop-ups everywhere they surf — from ads to cookie acceptance notices. You want your chat box to seamlessly flow from your brand so that it’s easily recognizable. 

To extend brand recognition to your chat strategy, note these two pointers: 

  1. Your live chatbox design should match your brand’s theme.
  2. Your live chat script copy should carry the tone and personality of your brand.

Brand recognition is especially critical in the early stage of sales development. New visitors to your site should be able to recognize you in your chatbox. 

Use your live chat design studio to customize color themes, images, and backgrounds so that your brand is easily recognized.

With the same care that you tailor tone to your brand’s personality in web copy, blog posts, and across emails, don’t skip on the copy for your proactive chat and live chat scripts as well. 

Your chat channel should be an organic extension of your brand in both aesthetics and feeling to raise visitor engagement. 


#4 — Should you be using a pre-chat form — or not?


Take a deep dive into your business needs before using pre-chat forms. They have their pros and cons. What may be a boon to one brand could be a barrier to another.

Pre-chat forms are for collecting data. A typical pre-chat form might be a name and address field in the chatbox that the visitor fills out before chatting. Or it can be customized to ask whatever you want. As such, it can also be a barrier to chat engagement.

You need to decide what is more important depending on your business needs — collecting data or removing barriers to engagement. 

If you are experiencing more chat requests than your sales agents can handle, a pre-chat form may work very well. And when live chat is integrated with your CRM, you can capture a lot of relevant data and pre-qualify leads at the same time, depending on how you customize your form.

On the other hand, younger businesses just beginning to build brand awareness might want fewer barriers to engaging with early adopters. They could decide to engage with visitors first and then offer a post-chat form to ask questions and gather data about their experience.

Deciding whether or not to use a pre-chat form also depends on your brand’s personality and your industry. 

If you bill yourself as a straightforward and friendly brand, a pre-chat form may run against the grain for your customers. But chat users on a health organization’s site may have no issues with a pre-chat form as they already expect to be asked for information.

If you’re worried about your visitors getting cold feet when they see required fields, ditch the pre-chat form and train sales chat agents to organically gather additional information during chat conversations.


#5 – Are you integrating live chat with your sales CRM? 


Sales teams rely heavily on CRM tools as they allow them to stay on top of lead generation, development, and conversations.  Your CRM records all the interactions your company has with customers and prospects from various channels.

Integrating chat with your CRM gives you free insight into your customers and allows your sales teams to stay on top of current conversations and negotiations. CRM and chat integration can keep track of customer intent by observing which actions actually drive sales. 

Data pulled in from live chat can include customers’ demographics, product interests, buying history, and any issues they have. This data can be added as tags allowing you to follow up in a personalized manner automatically.

Integrating CRM with chat syncs up customer names, emails, and personal preferences, and identifies where customers are in the sales funnel. Your sales chat agents can easily pick up where they left off.  

Seamless dialogue, regardless of platform or agent,  creates a holistic, ongoing conversation between your customers and your brand.


#6 — Are you using analytics and measuring the right stuff?


Simply put, live chat analytics is a tool that allows you to observe how your customers move through your website to make a purchase.

Track chat ROI and solve data challenges with advanced analytics in the Labels Report. Categorize conversations to perform detailed analysis and increase CSAT (customer satisfaction scores).

Chat can pull in customer details, such as location, keywords in a customer’s inquiry, and preferences that you can use to improve chat deployment.

But chat analytics can also measure agent productivity ratings, customer average wait time, customer satisfaction, bounce rate, shopping cart abandonment rate, sales conversion rate, and many other metrics. 

You can even integrate Google Analytics with chat and your CRM to track live chat events and measure engagement and performance statistics.

For instance, you can drill down on what pages your site visitors hang out on the longest and what pages have the largest bounce rate. This data could help you develop a sales chat strategy designed to guide visitors to more useful content that resonates with what they are looking for.


What are you measuring?

With all of this data available, knowing where to focus is half the battle. You need to set benchmarks to determine what is working for your brand and what needs improvement. 

If you’re just getting started with analytics, choose a few metrics that are most important to your organization, and measure them consistently.

To get ideas for what metrics to measure, ask yourself the right questions when you look at your KPIs. 

For example, instead of asking, “how much did our conversion rate increase last quarter?” a better question might be, “what pushed the increase in our conversion rate last quarter?” 

Analytics and data are only as useful as you make them. Take the time to get to know your analytics integrations and learn how to let them help your brand.

In truth, if you don’t know where you are now — and where you want to get to — you won’t be able to determine whether your sales chat strategy is successful.


#7 – Are you reviewing your chat logs for common questions?


Reviewing chat logs can allow you to audit your sales chat conversations to find room for improvement. You can find out what was said and who ended the chat. And you can formulate the best responses for live sales chat agents to use quickly at their fingertips.

Chat logs also give you valuable insight into your visitors’ most common questions and pain points. 

Analyze chat logs to unearth the most common questions your site visitors have. Then you can free up sales agents’ time by easily resolving the most common questions using an Answer bot.   

Chat logs can help you decide what information to include in simple forms. Pre-chat forms can be built right into chat, which makes it easy for sales agents to gather basic information and qualify a lead. 

Regularly audit chat logs to move towards a more efficient sales chat strategy.


#8 – Are you targeting pages?


You can customize proactive chat and chatbots according to the activity on each website page. 

For example, if analytics is telling you that visitors are bouncing quickly from your product page to your pricing page, it’s giving you information you can use to customize chats on both of these pages. 

On the product page, you might decide to trigger a Guide Bot that asks whether the visitor has any questions about pricing. Guide Bots can qualify sales leads by asking key qualification questions. Depending on your visitor’s answer, you can decide where in the sales funnel the prospect is. Direct hot leads to a sales agent for faster conversions and continue to nurture those in the research phase. 

Pricing pages are examples of high-intent pages. High intent pages are those that a user visits when they are seriously considering a purchase. Sales agents can offer live assistance on high-intent pages or even streamline payments by receiving credit card information in a live conversation and decreasing time to closure.

Targeting pages allows you to trigger the right conversations at the right time. As you get more accustomed to targeting pages, you can branch out to provide customized messaging on blog posts and other pages on your website. 


Experiment, Learn, Deploy — for the most successful sales chat strategy


Chat is an incredibly powerful tool when you take advantage of all its features. If you aren’t seeing an increase in conversion rates, you may not be leveraging everything that live chat can do for your brand. 

Use analytics to measure where you are compared to where you want to be, then take advantage of all of the live chat features that can help get you there. Be open to experimenting with different approaches to tweak your strategy. The best practices for your brand’s sales chat strategy are those that bring you to your goals.

To learn more about how to increase revenue and empower sales teams with a digital conversation solution, click the link below to see dedicated sales solutions.

2 Ways Live Chat Increases Patient Loyalty

Marketing experts agree that it costs much less to retain existing customers than to acquire new ones. Yet many health care organizations struggle with finding cost-effective ways to increase retention rates and patient loyalty. Live chat increases patient loyalty in two effortless ways.

Loyal patients have a higher customer lifetime value than one-time visitors. Patients that trust you are simply more receptive to expanded and adjacent products and services. 

Every touchpoint you have with a patient increases the likelihood that they’ll stay loyal to your practice — and even provide referrals. 

Don’t let returning clients feel as if they are first-time visitors. What are you doing to let your existing patients know that you care about them?

With live chat, you can automatically create a custom experience for returning patients on your site to foster patient loyalty. 

Reward loyal customers


Goal:  Increase patient loyalty.
How:  Dynamic engagement through personalized messaging.
Outcome:  Patients feel cared for and are more likely to stay loyal.


Show your patients you remember them


1)  Show your patients you remember them with Proactive Chat

Returning patients are often treated as if they are first-time visitors to your site. 

Imagine the difference your patients feel when they visit your site, and you can instantly show them you remember them by using their first name. 

Depending on where they are on your site, these rules can also be customized to guide them swiftly to a resolution.

If they are on the scheduling page, for example, you can create personalized messages that even note the date of their last appointment. 

This is the difference between a generic greeting and  “Great to see you again, Sarah! Your last appointment was (date). Would you like to schedule an appointment?” 

Let your patients know you care about them


2)  Deliver extra value using Javascript variables. 

Simply showing patients that you care goes a long way. Recognize returning customers with something thoughtful — such as wishing them a happy birthday. 

SnapEngage automatically collects data from site visitors you’re chatting with — but sometimes it can be useful to collect additional information depending on your needs. 

Additional information can be collected in the form of Javascript variables — and can be anything you like. You make the rules.

You can choose to automatically insert any variable data from your site or application into your messages —  all while remaining HIPAA compliant.

Tools to increase patient loyalty


Enhance your patient portal to send personalized messages to patients 
Include focused messaging contextual to each patient with Proactive Chat
Recognize milestones and celebrate accordingly using Javascript variables 

Don’t miss the opportunity to nurture your existing patient relationships with every interaction. Two simple tools in your tool box can make a big difference in building a solid patient base.

Proactive Chat and Javascript variables allow you the flexibility to create dynamic engagement with your patients and customize messaging according to your needs. 

SnapEngage live chat increases patient loyalty by showing patients that you remember them — and that you care. 

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3 Simple Site Tools to Optimize Real Estate Lead Conversions

Your Site May Be Losing Real Estate Lead Conversions

Many real estate sites try to capture real estate lead data with site-native forms. Offering forms on your site can pull in valuable lead data, but they traditionally have a low conversion rate because most people simply don’t like filling them out. Turning off those visitors with intent can affect your real estate lead conversions. 

When faced with a form, many visitors will bounce. But those visitors that do take the time to fill them out can turn into quality leads. How do you capture real estate lead data and keep the site visitor engaged if they don’t want to fill out the form? 

Give visitors real-time options with some simple tools to get the best of both worlds and cast a wider net. Ask visitors to fill out forms on your site, but give them a way to bypass the form and go directly to an agent with a few simple steps.

Engage with your visitor to guide them where they need to go

The Measurable Goal: Capture high-value data while increasing real estate lead conversions.
The Obstacle: How do you collect valuable data without losing traffic? 
The Solution: Offer the form on your pages but give visitors the ability to opt-out. Then you can use a bot to drive visitors directly where they need to go, such as an agent.

On pages with forms, you have several options to present the opportunity to both collect visitor lead data and engage leads. 

Choose your own adventure 

1. Give visitors the option when they come in with Guide Bot. Include a bot that initiates when the visitor lands on your page. The bot gives them two options:

  1. Fill out the form, or
  2. Skip the form and go to an agent.

2. Show the form first but give them an option later. When a visitor lands on your site, show the form first. If the form is not filled out, or a certain amount of time has passed, you can initiate the bot to give them the option to skip the form and chat directly with an agent.

3. Engage them before they leave your page. Show them the form first, if no action is taken and the visitor is about to leave the page, initiate the bot so they can skip the form with Engagement Saver.  This Proactive Chat rule monitors a visitor’s cursor movement to trigger a Pop-up chat when your user is about to abandon the page. 

Real Estate Lead Conversion Tools for Success Recap:

Automatically nudge visitors who might be at risk of leaving without first engaging with your business with Proactive Chat.
Gently guide visitors to the right place (e.g. an agent, scheduling too, FAQ) with Guide Bot.
Capture traffic before they leave with Engagement Saver.

Competition for real estate leads can be fierce. SnapEngage tools provide you with 24/7 coverage to avoid those opportunities for a lead to lose interest. Automate your personalized  marketing to capture valuable lead data and engage high-intent traffic — and start filling your calendar with showings.

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Streamline Real Estate Scheduling From Your Site

When first-time prospects seeking appointments land on your site, how they’re handled is a message to them about what kind of service they can expect. Real estate clients tend to remain loyal to agents they feel care about them from the onset. When you can streamline real estate scheduling from your site, you get them where they need to go faster.    

According to the National Association of Realtors (NAR), websites are the most popular information sources for 93% of home buyers. SnapEngage live chat allows you to connect with them directly when they land on your site.

39% of home sellers found their agents via referral by satisfied loyal clients. You can lay the groundwork for building loyal relationships with your real estate clients — Guide clients where they need to go the first time and streamline real estate scheduling.

SnapEngage Smart Routing Technology takes the pressure off your agents by more efficiently routing chats for optimum client-centered service that captures leads directly from your site. 


Measurable Goal:
  • Faster scheduling and lead capture 
  • Increased agent efficiency with a higher deflection of commonly asked questions



  • Give site visitors the opportunity to ask their questions in real-time
  • Answer commonly asked questions from your site
  • Route leads to the right agent or resource for greater client satisfaction
  • Capture more site leads
  • Give site visitors a clear understanding of the new-client intake process
  • Increase agent efficiency and time 


Quickstart toolkit

  • Help clients understand their options and guide them to the correct person with Widgets. Enable different Widgets for buyers and sellers, and other functions like open houses. Widgets can also represent different teams or departments, and be easily customized with unique chatbox designs and settings. 

  • Customize the chat experience with Guide Bot. You can accurately route chats based on office location, chat agent skill sets (think home buyer assistance vs home seller assistance), and language. The main goal is to get clients where they need to go faster and streamline real estate scheduling.

  • Troubleshoot issues on the fly and get clients to a native site form for scheduling with Redirect and CoBrowse. Redirect is particularly helpful when a client or lead can’t find a specific page on your site. You can even cobrowse with clients for joint-navigation, allowing the chat agent to push a visitor exactly where they need to go by changing the URL in their browser for them. Create Shortcuts to commonly used web pages for efficiency and ease.

Sample workflow

Tools for success recap:

Understand client concerns immediately with Guide Bot
Support all segments of the practice with multiple Widgets
Troubleshoot issues and help with form fill using Redirect with CoBrowse and Shortcuts.

Create the bridge between lead and loyal client

The loyal client journey starts long before an open house and doesn’t end with closing. Build the type of relationships that give you shining testimonials. SnapEngage live chat gives you the tools you need for the communication reach and response ability to elevate your agency above the competition.  

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Is SMS Texting HIPAA Compliant?

SMS texting makes it easy and convenient for physicians and healthcare staff to communicate. It also drives patient engagement and improves operational and administrative efficiencies. But how safe is it? Is SMS texting HIPAA compliant? 

HIPAA rules don’t explicitly mention SMS text messaging. But HIPAA Covered Entities (CE) and Business Associates (BA) must command technical control over any form of communication, such as email and messaging, involving electronic Protected Health Information (ePHI)  — and that includes SMS texting. 

For example, SMS texts are always in violation of HIPAA Rules if they contain any ePHI without the patient’s permission. Beyond that, SMS texting is not HIPAA compliant because it isn’t encrypted.


Healthcare organizations must maintain technical control 


ePHI that is transmitted outside of technical control, such as a firewall, has to be protected by encryption to NIST standards. Technical control must not only allow patients to access their ePHI, but must also ensure the confidentiality and integrity of the ePHI at all times.  

Device control can also be a problem. If a sender or receiver of an SMS text message containing ePHI loses their device, they lose technical control. And, of course, SMS texts can be accidentally sent to the wrong person.

HIPAA penalties are steep — $50k per violation per day, up to $1.5M per year. The only way for Covered Entities and Business Associates to take advantage of the benefits of SMS texting and avoid violating HIPAA rules is to adopt a secure text messaging solution.


Secure SMS text messaging solutions for HIPAA compliance


Secure text messaging solutions exist for healthcare organizations to facilitate HIPAA compliant SMS texting for physicians, nurses, staff, and patients. 

Secure text messaging solutions incorporate the technical controls necessary to ensure that ePHI remains safe from interception by unauthorized individuals during and after transmission.

Technical controls must include access, audit, integrity, and security controls to ensure HIPAA compliance.

  • Access controls monitor who can access what within an enclosed network by governing login credentials, role-based permissions, and messaging procedures. 
  • Audit controls record when ePHI is created, accessed, transmitted, changed, or deleted. 
  • Integrity controls protect ePHI from being corrupted or tampered with.
  • Security controls — such as end-to-end encryption — ensure that data is protected while in transit and data audit trails are recorded. If an employee loses their phone, data can be remotely erased.


The added benefits of HIPAA compliant messaging tools


HIPAA compliant SMS provides a variety of benefits to healthcare organizations — from more efficient patient care and new patient acquisition to flexibility in administrative and marketing. 

A HIPAA compliant SMS texting platform incorporated with other HIPAA compliant tools such as live chat with omnichannel integration opens up even broader channel communicative abilities such as SMS-to-chat and social media messaging access.

CRM and database integration options give healthcare organizations analytical and organizational insights into business processes for data-driven improvements across the board. 

Finally, today’s consumers prefer to communicate with their mobile phones — and patients aren’t any different. With a business SMS line, healthcare organizations can advertise an SMS number on websites, brochures, and new patient literature to reach broader markets, streamline patient scheduling, and increase patient convenience. 

Learn more about Snapengage’s Healthengage suite of HIPAA compliant tools that provide secure, HIPAA compliant live chat, SMS messaging, and chatbots for optimal patient engagement and stay ahead of industry standards. 

  • HIPAA-compliant website chat with third-party certification of compliance
  • HIPAA-compliant SMS messaging
  • Contract requirements (including BAA and Downstream BAA options)
  • Data security, encryption, audit logs, and more.

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Real Estate Client Engagement Tools Extend Your Reach

Never Miss a Conversation — Measure Real Estate Client Engagement Success


It’s no secret that loyal real estate clients love to share the great experience they had with you through word of mouth advertising. When you can be available 24/7, you can do more for your existing client base to increase client loyalty. Real estate client engagement tools help agents provide the most value throughout the conversation — and measure chat results instantly.

A mix of prospects and clients provide a richer community on your site. Clients that receive impeccable service from you — no matter where they are in their journey — are more likely to return to you for their next property — and remain your strongest property advocates for referrals.

Engage with clients more often and measure your success


Measurable Goal: Engage with existing clients more often to drive retention and lead referrals
How: Be available to respond to your existing client base every time they visit your site with real estate client engagement tools.
Outcome:  Solidify client loyalty for future property deals and create loyal advocates of your agency.

Quickstarter toolkit

Never miss a client inquiry with Info Capture Bot. Existing clients might not be aware of all that you have to offer. They may also come to your site when agents are unavailable. The Info Capture bot supplements the human agent team, working behind the scenes to leave no site visitor left behind. It gathers contact information so your team can follow-up and dig deeper into any questions. 

Ensure clients have questions answered from the correct expert with Chat Transfer command. You can enable agents to transfer chats to any department. Because no chat conversation data is lost upon transfer, the receiving agent can pick up right where the previous agent stopped. 

Stay on top of your game with Post-Chat Surveys. You want to know how you’re doing so that you can improve. Post-chat surveys are a quick way to take the pulse on agent performance. Measure survey scores over time for continuous improvement and growth opportunities.

Sample workflow

SnapEngage Live chat

Tools for success recap:

Supplement client support 24/7/365 with Info Capture Bot. Scale your ability to support traffic, without scaling your support costs.
Take advantage of the hyper-flexible Chat Transfer command so the right team can always have the right conversation.
Gather valuable client information with Post-Chat surveys.


Position yourself as a trusted and available real estate resource

Clients signing the dotted line is not the end of the relationship. Clients already trust you, so you can take advantage of opportunities to drive home even more value. Position your agency as the accessible resource and expert in your industry. SnapEngage’s real estate client engagement tools allow you to differentiate your real estate business by focusing on exceptional and consistent service at all phases of the real estate client journey. 

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Real Estate Funnels Nurture Site Visitors Based on Need

Your Real Estate Funnels Should Do The Work For You

Visitors come to your site for different reasons — you don’t want them all to have to jump through the same hoop. If you can understand your visitors and what drives them to make decisions, your real estate funnels will do the work for you and lower staff overhead. 

A client who enters your site on the “Listings” page has a more pressing need than one reading a blog post titled “How to Find the Right Real Estate Agent.” You need to see site visitor actions to present them with messaging that meets them where they’re at. You’ll want to chat with some immediately, but nurture slower funnel leads with existing marketing content. 

SnapEngage tools can unveil visitors’ intentions through their browsing actions for you — so you can present them with messaging that meets their needs. Performance metrics and data analytics make it easy for you to review the effectiveness of your marketing funnels and the efficiency of your staff.  


Route visitors to the correct funnel and measure your success rate

Measurable Goal:
  • Successfully segment site visitors based on urgent needs, education, or casual browsing. 
  • Gain insight into visitors’ actions and staff response.
  • Route visitors to the correct funnel based on browsing action. 
  • Measure the success rate of chats so you know what you’re doing right.
  • Nurture slow and fast funnels by providing compelling education to clients looking to learn more. 
  • Lower staff overhead by answering commonly asked questions quickly.

Quickstarter toolkit


Identify client and site visitor actions and guide them through the marketing funnel with Guide Bot. There are both “slow” and “fast” marketing funnels that clients can self-identify as. The slow funnel visitor might click to learn about real estate options while the fast funnel visitor clicks to a Listings page. Guide Bot will usher them through the proper funnel by tracking their actions from your Home page —  all with the use of conversational technology. 

Respond to visitors’ needs by giving them options with ProActive Chat. Use an Answer Bot with a proactive chat message to allow people to search for answers before they even speak to your agents. Want to give visitors a chance to fill out a form before chatting with an agent? You can do this with bots!

Understand what you’re doing right with Analytics. You can learn which of your agents is most effective by pulling data and measure the success rate of different real estate funnels. For example, set up a time range to review click percentage for the prior 7 days to determine the success rate of customized chats triggered from different pages. 


Sample workflow


SnapEngage live chat Real Estate Funnels

Tools for real estate funnels success recap:

Understand visitor intent and guide them through your marketing funnel with Guide Bot
Streamline the client support process with Redirect and targeted Proactive Chat
Manage productivity for valuable insights and chat agent optimization with Performance Metrics and Analytics

 Master real estate funnels that work for you

Effective real estate funnels nurture site visitors based on needs. You’ll have the power and flexibility to understand how and when clients engage with you so that you can answer their questions and lead them through your services quickly and maximize staff utility. Use reporting and analytics tools to understand how and where clients engage with you. Guide visitors through your site from where they enter to turn visitors into leads, leads into prospects, and prospects into clients. 

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Satisfied Real Estate Clients Guide You to Next Steps

Tech Tools For Satisfied Real Estate Clients and Optimim Growth


There are many options when it comes to real estate. Do you know why your satisfied real estate clients choose you? What pages on your site do they respond to? Once you know why clients choose your real estate agency, you can duplicate that model to use with other website visitors to grow your business. 

Conversational technology tools help you differentiate yourself by understanding your clients and getting them where they need to go quickly. Let clients guide the conversation, knowing you have the ability to pair the most helpful chat agent with the perfect client. 

Duplicate successful chat road maps to use with other website visitors. When your agents are organized around client satisfaction, the outcome is innovative and competitive — particularly when backed by records of valuable data that keep returning visitors from getting lost in the funnel. 


Understand your clients on a deeper level


Measurable goal: Understand the top 10 reasons that clients choose your agency. Capitalize on your strengths for consistent growth.
How: Show clients that you understand their specific needs. Be inquisitive and allow them to guide the conversation so you can pair them with the perfect chat agent with a record of their history.
Outcome: Yield more value from a perpetually satisfied client base — both through their own interactions with you and their testimony of the special attention they receive from your agency.


Quickstart toolkit


Present clients with helpful suggestions using Guide Bot. You can create simple “if-then” choices to help pilot clients to their desired goal easily — such as Listings, Seller Resources, and Buyer Resources. 

Seamlessly guide clients to the correct agent with the correct Tag. Intelligent Tags assign appropriate bot choices to the correct team to provide smart answers across all conversations.

Enhance your marketing efforts by categorizing chats with Labels. Agents can Label the chat accordingly to keep client information and questions up-to-date for future reporting. Your teams can then organize Labels to ensure no visitor is lost in the funnel. For example:

  • Listings experts might Label chats Residential, Commercial, or Condominium. 
  • Seller Resources experts will have a different set of Labels e.g. Ready to Sell, Financing, Market Research. 
  • Buyer Resources experts will also have their own sets of Labels such as First-time Buyer, Loan Options, Open House. 

Those Labels can then be then mapped onto custom fields on your Salesforce integration. 

Bonus: Have a different CRM? Ask us!


Sample workflow


live chat for satisfied real estate clients

Tools for satisfied real estate clients recap:

Smart routing based on client actions with Guide Bot
Connect clients to the perfect agent with Routing by Tag
Categorize conversations with Labels

Satisfied real estate clients reveal your wins

What you do right is where your success lies. With the right tech tools, not only are you able to foster client satisfaction, but also map your successful pathways and put them on repeat. Clients feel understood when you can provide smart answers to their inquiries and remember who they are on next visits. Satisfied real estate clients deliver more for your bottom line than a sale — they teach you how to make more of them.

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Real Estate SMS-to-Chat is Today’s Email

real estate sms chat

Real Estate SMS-to-Chat is Today’s Email 

Reach to a More Diverse Client Base with Real Estate SMS-to-Chat

Text messaging has become the predominant form of communication across all industries today. In real estate, communication with clients, prospects, and leads is extremely time-sensitive. Real estate SMS-to-chat allows buyers and sellers the responses that beat out email and phone in terms of speed and convenience.

To engage new and existing clients before the competition, you must go to where they are as soon as possible. In fact,  65% of home buyers expect to be able to communicate via text message with their agents. 

SMS live chat allows your site visitors to reach your team by sending a text message from any mobile device. Those SMS messages appear in SnapEngage’s Conversations Hub for your agents to reply — sending an SMS right back to your site visitor’s handheld device. 

Real estate SMS-to-chat opens new channels 


Increased adoption and accessibility of all offered real estate services.

Reduce time-to-resolution (TTR) for all steps in the client funnel.


Remove communication hurdles with SMS live chat omnichannel solutions.

Advertise your SMS number on all marketing for accessibility.

Outcome: Successful communications lead to a broader and more diverse satisfied client base. This is especially important with younger demographics.

Quickstart toolkit


  • SMS-to-chat is part of our Omnichannel Solution. All SMS conversations are in the Hub for chat agents, the same as chats from the website and Facebook. Bring the easiest form of communication to your communication options. No passwords, no portals with SMS-to-chat.


  • Request client photos without using an external email service. Clients appreciate a new and innovative way to provide information all in one place. Buyers can send photos of homes or interior design they are interested in. Sellers can send you pics of their home so your team can address if it’s “showroom ready”. 


  • Advertise your text number on your website, client mails, behind client login and anywhere else clients have access. Clients can save the number in their phone and text your agents their convenience. 


Sample workflow


SnapEngage real estate SMS-to-chat


Tools for communications success recap:

Modernize the client experience with SMS-to-chat
Allow chat agents to request photos, giving sellers a chance to showcase their upcoming open house and share interior design ideas
Increase brand awareness with free advertising of the SMS-to-chat number

Communicate at every step of the client journey

Provide added value that requires minimal effort from clients by making it easy for clients to reach you. Mobile texting is the most preferred and expected platform for customer service — Why should real estate be any different? Add your SMS number everywhere clients can find it. Live chat with SMS integration encourages communication at every step of the real estate client journey.  


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The Future of Bots and Why They’re Here to Stay

future of chatbots

Today’s consumers are used to the speed, convenience, and accessible 24-hour service they’ve come to expect from chatbots. Competitive enterprises have learned to take advantage of chatbots for the highly valuable user data that helps them understand their customers and scale their business. Chatbots are awake 365 days of the year and can speak in many different languages. But that’s not all they can do. Let’s take a look at why bots are here to stay and what the future of bots might bring.

Why bots are here to stay

Bots are here to stay because both consumers and enterprises have come to depend on them. Intelligent chatbots increase customer engagement. Increased customer engagement drives revenue.

Bots provide continuous customer engagement across multiple channels for consumers. Over 50% of consumers now expect a business to be open 24/7. 

For enterprises, chatbot buyer intent technology enables a higher ROI and conversion rate — with increased internal efficiency. 56% of firms report that engagement through chatbots is ROI positive.

It’s highly unlikely that we humans will outgrow our appetite for accessible, personalized interactions that give us immediate access to products and services from any device we’re using. 

And it’s equally unlikely that enterprises will abandon a technology that offers them rich user data, reveals consumer sentiment, and assists in product and service development.

As chatbot technology continues to advance and consumers’ expectations continue to rise, the chatbot market size is projected to grow from $2.6B in 2019 to $9.4B by 2024.

Continuous customer engagement 

Chatbots create a more personalized service for customers, which makes them want to return. Increased user engagement gives the chatbot more opportunity to learn from actionable data and personalize service even further. 

Chatbots learn new techniques and provide more accurate responses over time. Greater accuracy generates higher visitor engagement with contextually appropriate messaging that guides customers to the right solution in a proactive way.

The ultimate future goal of chatbots and conversational AI is to be perceived as human by the user. Future bots will inevitably appear even more natural as developers try to simplify the integration of human and machine. 

As bots evolve, their ability to execute task automation on intent recognition will increase — moving closer to a human communication style for a more natural experience. Bots that can offer a more human-like service will be able to provide an even more engaging experience for consumers.

“Moving into the future, chatbots will become increasingly witty and will be used in various fields.”  Alex Muchiri, Founder of Itesyl Technologies



Accessibility across channels

In the past, consumer accessibility across multiple channels was a nice-to-have. Today, omnichannel integration is a must-have for businesses to survive the increased complexity of the digital age. 

An omnichannel experience allows customers to interact with bots or agents from a variety of platforms. Digitally savvy consumers expect to reach a business through a chat on a firm’s website or social channel — and have the same streamlined experience. 

Conversational AI across channels also means that a user can start a conversation on one channel and complete it on another without losing context or continuity. 

Omnichannel accessibility is becoming the norm — customers want to be able to reach a business from whatever device they use every day and receive a response. 80% of consumers feel that receiving an immediate response from a business increases their loyalty. 

Buyer intent technology

Intent technology is a critical asset for customer acquisition, retention, and growth. Intent data is like a record of a user’s behavior —  a digital footprint of activity and clicks.

Intent data on a firm’s website guide bot decision triggers and offers insights into customer needs. User intent data allows businesses to both deliver hyper-personalized messaging and identify high-value leads.

How does a business decide which leads to pursue? If a firm has access to intent data, it understands the pain points of the user by their behavior based online activity. 

Intent data empowers sales and marketing teams to prioritize leads based on behaviors that indicate a likelihood to engage and convert to a sale — improving ROI and boosting conversion rates.   

Buyer intent data can also inform whether a client has researched alternative solutions from competitors or third party sites. In these situations, bot triggers can be set to request client feedback for future improvements. 

The ability to monitor consumer sentiment, especially during times of economic volatility, gives enterprises the insight to switch up marketing tactics, or even identify trends for future product development. This insight is an edge all enterprises will need in the future to compete.


Chatbots are fast becoming a business imperative for businesses that want to engage with their customers.”

 Eileen Brown, ZDNet


Greater internal efficiency 

For conversational tools to increase efficiency and reduce response time, their interfaces need to have access to a broad array of backend services. In short, a firm’s chatbot needs to be able to integrate with its other systems.

With the increased interplay between dissimilar systems within a tech ecosystem, integrations between chatbots and CRMs, ERPs, and other databases drive communication efficiency and customer satisfaction while reducing service time.

Integrations with a CRM assists hyper-personalization. Bots can read, change, and write information to databases. Bots can retrieve data from backend systems. And bots can alert humans if necessary — all the while keeping the user engaged. 

The future of bots

Chatbots have come a long way from simple front-end solutions for answering standard questions. And they will continue to mature. 

The AI in chatbots is generally two technologies, Natural Language Processing (NLP) and Machine Learning (ML), that work collaboratively to automate tasks previously done by humans.

The hybrid marriage of these two technologies has allowed bots to continually evolve from a text and menu-based approach to a more human-like conversational and user intent approach. 

The future of bots will likely provide an even more organic experience for users with increased cross-channel flexibility. The development of strategies integrating text, interactive voice chatbots, and other conversational platforms is evolving at a rapid pace. 

Future advances in language technologies will improve complex linguistic decision making — beyond linear scripts and menus. So, bots will get fancier.


“The chatbots of the future don’t just respond to questions. They talk. They think. They draw insights from knowledge graphs. They forge emotional relationships with customers.”

Christie Olsen, Head of Evangelism for Bing at Microsoft


NLP has advanced in areas like sentiment analysis which focuses on identifying user emotions — bots that can learn to identify an angry customer can route them to the right customer service agent immediately.

Firms can expect even greater efficiency with bots learning to field a broader array of customer queries — freeing up human resources for more comprehensive tasks.

Perhaps future chatbots will take on personalities based on the style, preferences, and intent of the users communicating with them. In the future, enterprises may be able to design different bot personalities based upon the user data collected from disparate market segments.

No matter what form future bots evolve into, they will undoubtedly continue to provide even more innovative solutions that are taken seriously by competitive enterprises across all industries — and appreciated by consumers of all demographics.  


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