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

Posted on by marketing

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.

Use the SnapEngage Approval Checker to ask for website visitor consent before a chat session is initiated. 

 

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 technology provider can upgrade your business in a big way.

Have questions about buying a secure chat platform? Ask us

Building An Award-Winning Chat Support Team

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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!

 

Already a high-functioning customer support team? Chat with us to level up.

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

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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/

Interested in joining a company that drives results for businesses around the globe? We're hiring!

Request Email Transcript + End Chat Delay: A Powerful Duo for Lead Capture and Improved CSAT

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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.

See the Request Email Transcript feature live

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Release Notes Sept. 23rd: New Hub Sidebar, Analytics improvements, Design Studio button options

Posted on by Niki Finegan

Hello SnapEngagers!

Here’s what the development team has been working on in the last couple of weeks:

Analytics Improvements

As part of an ongoing effort to improve our analytics offering, the Overview, Agent Performance Response Time and Duration reports and weekly stats emails are now based on a more accurately calculated “Event” based data set.

  • This improvement is resolving an issue where some responded chats were incorrectly categorized as not responded chats in the reports.
  • We have also improved the previously restricted drill-downs for these reports, so they will return the correct results for larger data sets. Previously the drill-downs were restricted to 100 cases.
  • The weekly stats emails layout and dataset have been updated to reflect the Overview Report online/offline/responded split.

Please note: The new version of analytics relies on a new way of tracking event data. The data set supporting the new version of analytics only reaches back to 01/2018. If you want to look at older historical data before 2018 you can add the parameter ?old to the analytics URL. The new version of the report should not be run on data prior to 01/2018 because the data needed to drive the new report does not exist for that time period. You cannot compare “old” reports to “new reports” for this timeframe (the new report simply doesn’t have data for that period).

New Hub Sidebar

We have released the new improved left sidebar in Hub. Improvements include:

  • Visitor and Team chats are now combined to one view, to make switching between the two sections easier.
  • The background color has been updated to highlight the actual chat transcript column more.
  • The recent chat and team chat sections can be collapsed so agents can better focus on the live ongoing chats

Other Updates

  • Hub:
    • Fixed an issue where Secure Data Transfer data was not removed from Hub immediately after the chat ended and moved to the Recent section.
    • Fixed an issue where the chat history was not accessible in the chat transcript column.
  • Visitor Chat
    • Fixed an issue where proactive chat messages got duplicated in the transcript.
    • Improved the UI of the visitor email transcript function
    • Improved the UI of the post-chat survey feature
  • Design Studio
    • We have added a ‘secondary button’ option to the Chat Box settings to make previously not configurable button colors configurable.
  • Chat Logs
    • We now show the chat history of visitors from Facebook or SMS in the chat cases.

 

5 Ways SnapEngage Admins Can Optimize Their Accounts for Success, Part 2

Posted on by marketing

 

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. 

Build a strong chat foundation

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

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Written by guest author John Maxwell, 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.

Learn more about proactive chat

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Release Notes Aug. 15th: Post-Chat Visitor Transcript Request

Posted on by Niki Finegan

Hello SnapEngagers!

Today we have a great update for our recently released Visitor Email Transcript Request option.

Using the new “End chat delay” option in the Integrations settings, your visitors can now request the email transcript for a short configurable time following the end of the chat. This feature is particularly useful to convert unknown visitors and gather their email address.

(Please note that the chat still counts as closed for the agent, so it will not occupy a chat slot or increase the chat duration in the analytics.)

  • Once enabled, the email transcript option will be offered below the chat transcript, and if applicable, above the survey option.
  • If the visitor requested a chat transcript already during the chat, this form will not appear.
  • If your configuration is set to only send the chat transcript to the destination when the visitor email address is valid, entering the email will also trigger sending the case to your integration.
  • The email address the visitor entered is now included in the CSV export option, custom data mapping option and logs API.

 

Other updates

  • Bot API: We are now no longer sending system messages to the bot (reloading or browsing on the page, transfer system messages, etc) so the bot does not mistakenly try to respond to messages not sent by the visitor.
  • The chat transcript in the Logs section now includes the widget name as an additional field below the agent survey section.

Resolved Issues

  • Hub:
    • Fixed an issue that resulted in a ‘Something unexpected happened’ error on Internet Explorer and Edge.
    • Fixed an auto-pause sound notification issue.
    • Fixed an issue where the number of ongoing chats of other agents did not show up in the transfer menu.
    • Fixed an issue where some chat messages were removed from the input box before being sent when trying to copy&paste.
  • Visitor Chat: Fixed an issue where the ‘Please wait…’ system message was not showing to the visitor before connecting to an agent.
  • Admin Dashboard:
    • Fixed an issue where saving the proactive chat configuration page with a lot of rules showed an error.
    • Fixed an issue where the Save button sometimes did not show up in the admin dashboard.

A Day in the Life of a SnapEngage Account Executive

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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!

Interested in joining a company that drives results for businesses around the globe? We're hiring!

Release Notes August 1st: Survey rating & comment integration mapping, visitor email transcript request option

Posted on by Niki Finegan

Hello SnapEngagers,

We have some nice improvements to announce today:

Visitor email transcript request

We have added a much-requested feature to the visitor chatbox: Visitors can request their email transcript, so chat agents do not have to manually forward those to the visitor anymore. You can read more about this option here.

A shortly upcoming improvement to this option is an option for the visitor to request the transcript for a brief time after the chat has ended. This feature will be available in conjunction with the other improvement:

Survey grace period

This option allows the closing of the case to be delayed by a few minutes (1 to 10) for the visitors to fill in the survey, so it can also be sent along with the integration, transcript email or integration API. You can read how to set up this feature here.

Resolved issues

  • Fixed an issue when the transcript still recorded the location after setting the option to not store it.
  • Bot API:
    • Fixed an issue where the bot responded to a system transfer message
    • Updated the API code template linked in the help article to take care of some system response issues. If you are interested in using the Bot API Beta, please contact us on [email protected]
  • Visitor Chat: 
    • Fixed an issue where the agent avatar did not update on transfer.
    • Fixed an issue where the text button disappeared after ending the chat in IE11
    • Fixed an issue where the visitor chat JavaScript code assigned incorrect values for the visitor name, if no name was given.
  • Hub:
    • Fixed some issues causing a ‘something unexpected’ error to appear.
    • Improved syncing the Hub after the chat to automatically display unread team chat messages.
    • Fixed an issue causing agents to be logged out when labeling a chat.
    • Fixed an issue where the Knowledge Base option disappeared when switching the widget during the chat.