How Tech Tools Enable Legal as a Service for Law Firms

Posted on by suzanneleigh

​

 

From our Playbook

Let’s look at how to design Legal as a Service for law firms to generate low-overhead revenue from a more diverse client base. 

Firms might consider a pre-paid legal services type of membership model. This model offers clients different service tiers based on their particular needs. 

Firms might instead prefer to compete with online legal services by offering a menu of flat rates for the typical legal needs of small and medium-sized enterprises. 

Whichever model your firm decides to design, live chat can organize all of it for you on the front end. All you have to do after booking the client is provide the service. Here’s how:

 

Measurable Goal: Increase client base
How: Offer non-traditional client services to capture a wider audience
Outcome: Streamlined, customized levels of support to a diverse client base

 

 

Broaden your client base with legal as a service for law firms

Particular clients require specific levels of support in different practice segments. Using chat, you can take a multi-disciplinary approach.

Rather than requiring every client to go through the same lengthy onboarding process, you can easily segment them into the appropriate client category for more efficient, customized service.

 

Identify client licenses upon website log in

When you add a snippet of SnapEngage code behind client logins, clients are filtered onsite and they’ll be directed to where they need to go. Clients are routed automatically since client information passes onto chat.

You can assign different licenses to clients that unlock specific levels of services upon login. The specific client licenses fire different bots — or route them directly to a human. Advanced chatbot automation helps your firm exceed customer expectations and increases workflow efficiency.

 

 

Use an Answer Bot to field common queries

Answer Bots connect to a Knowledge Base of your choice via SnapEngage integrations. Answer Bots then use that Knowledge Base to send answers back to clients and field a majority of common inquiries without human assistance. 

Bots can also transfer clients with unanswered questions to wherever they need to go based on your firm’s assessment.

 

Route clients to the correct agent using Agent Tags

Agent Tags connect staff to specific roles. Using Agent Tags with Routing by Tag, you can assign agents to different functions and route chats according to clients’ needs.  

Create multiple tiers for your live chat agents with Priority Tiers. Priority Tiers free up staff to focus on more complex and immediate tasks and reduce visitors’ queue time. 

As chat requests increase, the system scales up to the next tier of agents, making them available when they are needed most.

 

Legal as a Service for law firms — Tools for Success 

Empower clients to self-help with Answer Bots
Instantly connect plan users to the correct team with Agent Tags
Sort agent and bots by who will chat with clients first using Priority Tiers

 

Recapture legal clients with innovative tech tools

Your firm will be well-equipped to deal with a wide-ranging variety of services, when you offer a personalized and pragmatic approach to clients, in a more efficient and profitable manner. Especially for finding legal solutions using a legal as a service for a law firm model.

A tiered system maximizes your team’s effectiveness and provides enhanced service to your clients. Leveraging the right people’s skill sets as part of an overarching legal operating model can translate into a competitive advantage.

Firms provide higher value with technology-enabled services by structuring innovative and more complex business models. 

The greater law firms adapt to and differentiate from traditional models, the easier it will be to retain client relationships and scale their business amidst increasing competition.

Download Now  

Recent Posts

Blog Categories

Sign up to receive our latest research, updates and success stories.
Live Chat Newsletter
Let SnapEngage help you create new business!

2 Quick Tech Tips to Convert Real Estate Leads

Posted on by suzanneleigh

Real estate is a competitive business and striving for new leads is an ongoing and vital task. Roughly 50% of real estate agents annually spend $5000 or more on marketing efforts – some spending as high as $20,000 – $80,000. The goal is to convert leads, however a great deal of agents miss the initial opportunity to convert from the onset.

Real estate agents are fully aware of the value of referrals. Testimonials are essential to capture trust in the industry; success stories encapsulate the value of their expertise. Some 40% of sellers find agents through referrals directly from satisfied clients. 

Beyond testimonials, keeping satisfied clients relevant after closing may settle to the bottom of a busy agent’s list. This leaves immense potential unused. So what makes taking advantage of client-relationships critical?

30% of home buyers under the age of 29 plan on staying in their new home for less than five years – 60% for less than ten.  

Considering that 90% of buyers and 48% of sellers say they would use their agent again, savvy agents want to confirm that any clients returning to their website aren’t treated like first-time visitors. 

Returning site visitors have a stronger intent that should be catered to. Agents that take advantage of tools designed to leverage this intent reinforce the trust required to convert real estate leads. So how can you convert real estate leads?

 

Welcome returning clients immediately 

Goal:  Turn prior clients into converted leads
How:  Identify and welcome former clients with personalized messaging
Outcome: Increased client loyalty 

 

Let clients know you remember them

  1. Welcome back former clients with your integrated CRM client portal. Identify client information before a conversation ever starts. Clients love it when businesses recognize them as returning customers because it shows them you care about the relationship. The difference between “How can I help you?” and “Welcome back, Sarah!” is massive. It is paramount to address your clients personally. This is especially true for customers who previously made one of the most significant financial decisions of their life with one of your agents. 
  2. Personalize messaging automatically with proactive chat using Javascript variables. You can choose to expose selected variables from your CRM in your code, such as for those who bought a house in the last 90 days. This is the difference between “Welcome back, Sarah!” and a more personalized “Welcome back, Sarah! Congratulations on your new home!”

 

 

Tools for loyalty-building

Enhance your client portal to send personalized messages to clients 
Perform highly contextualized messaging in proactive chat with Javascript variables.

 

Create a custom experience for returning clients

Returning clients often signify more referral opportunities, or interest in additional properties and services. Treat your returning clients well by giving them a custom experience on your site. 

Clients recognized for the investment they’ve made are much more likely to trust you as the best choice for them in the future.

SnapEngage provides highly customizable tools for rolling out the red carpet to your website visitors.

Find out more about how our tools can help you enhance the trust required to convert real estate leads.

Tech tools for loyalty-building

Release Notes May 4th: Queue Status Messages, Guide Bot improvements, Bot API support for Labelst

Posted on by Jan Worath

Hello SnapEngagers!

Here is what our team has released in the last few weeks:

New Features and Improvements

Queue Status Message

You can now display the queue position to your visitors to provide more context and transparency during their wait for an agent.

This option can be found under: Agent Settings -> Chat Assignment -> Queue Settings

Label Support for the Bot API

It is now possible to let the Bot API set one or more labels on every step.

The developer documentation can be found here.

Guide Bot:

– We have increased the button limit from 10 to 20 button options per step, after the release of the horizontal button alignment option.

– Added an UI improvement to the bot builder to show when the maximum number of steps was reached.

– We added a new Guide Bot template for post-chat custom surveys.

Other Updates

We are now including the \goto command (redirect) from the agent as a response event if it was sent as the first message at the beginning of the chat. This affects the response time analytics and chat assignment logic – before only a chat message by the agent was counted as a response for the chat start.

Resolved Issues

Guide Bot

– Fixed an issue where the Guide Bot got stuck when the first step was a rating step.

– Fixed an issue where the Guide Bot builder crashed when deleting a step.

– Improved the UI for access-right conflicts in the bot builder.

Hub:

– Fixed an issue where the integration links and Chat Details were redirecting to the SnapEngage homepage

– Fixed an issue where auto-translate did not automatically turn on in some chats.

Visitor Chat:

– Fixed an issue where a very large first message by the visitor could cause the chat to not be broadcasted to the agents successfully.

– Fixed an issue where the SnapEngage button UI on the website was showing an additional button in some specific CSS configurations

– Added some improvements to the visitor chat to improve accessibility of the button.

Download Now  

Recent Posts

Blog Categories

Sign up to receive our latest research, updates and success stories.
Live Chat Newsletter

What AI Solutions Can Do for Financial Services in 2021

Posted on by suzanneleigh

Quick answers are in more demand than ever — especially from organizations that can affect their financial wellbeing. In today’s digital economy, if an organization can’t deliver the solutions consumers need immediately, they will seek out other options. Financial institutions with legacy structures, uninterested in digital adaptation, will inevitably suffer churn. AI solutions for financial services are critical to stay relevant in the contemporary digital economy.

Finance, banking, and insurance customers are not your typical retail consumers. As a company, you’re involved directly with their money, livelihood, and wellbeing. Traditionally, changing banks or financial service providers is a hassle. Clients weighed the perceived inconveniences of continued dealings with your organization versus the larger inconvenience of switching financial institutions. The Covid-19 pandemic has changed that forever. 

There is a surging market of innovative digitally-based financial enterprises that can serve people, from their screens, with the least amount of effort. 

The economic environment brought on by Covid-19 also increased unease amongst banking customers, instigating concern about finances, investments, retirement funds, debt, and government stimulus options. It’s imperative to keep up with the digital economy by giving your customers the information they need to thrive, or you might very well lose them to the growing list of competitors. AI solutions for financial services are necessary to stay relevant in an industry undergoing rapid, technological change.

 

The high cost of not meeting consumer demands

In today’s digital economy, close to 50% of business and retail consumers will abandon a company after a poor customer experience, costing global businesses nearly $100 billion each year. Financial institutions are no different. A survey by Digital Banking Report found that 54% of banks and credit unions ranked leveraging AI solutions for financial services even more important than improving the overall customer experience.

The truth is, consumers don’t really care how friendly the representative is on the other end of the call if they must pick up the phone to find information that a competitor offers through simple and quick self-service capabilities. 

 

Brand loyalty stems from how easy you make it for customers to do business with you

 

Conversational banking that fully enables secure chatbots and virtual assistants provides personalized interactions across all customer channels. They offer customers the answers they need with the least amount of effort and time. Essentially, when it comes to banking and financial services, exceeding customer expectations with point programs and niceties is just not as key as meeting their demands quickly and effortlessly.

According to a report by Gartner, current drivers of brand disloyalty today are directly related to the amount of effort your customers need to exert to resolve questions or service issues. When customers have to contact your organization more than once, repeat information several times, and ultimately feel like they are being treated like an inconvenience, they will search for alternative banking solutions.

 

 

Conversational banking via self-service channels give consumers what they need immediately

Customers want to be able to contact your organization through the channels they are most familiar with. When you offer an omnichannel experience to your customers, they won’t need to call you and repeat information. You can also avoid creating consumer frustration due to long hold times and multiple intercompany transfers. You free up your human staff to focus on more complicated issues, thereby increasing efficiency and decreasing service overhead.

Robust AI solutions for financial services offer feature-rich smartbots that merge with your agents and reporting dashboards in real-time, providing customers with a single touchpoint for interacting with your company. When you give your customers greater access to the information they need, you naturally reduce direct service calls. Juniper Research’s new study predicts that by incorporating chatbots in banking, operational cost savings will reach $7.3 billion globally by 2023, representing the equivalent of 862 million working hours — about half a million working years.

Intelligent bots that leverage conversational AI provide 24/7 support, manage fraud detection, provide risk assessment, and are significantly more cost-effective than adding human agents for reducing resolution times.

 

SnapEngage offers the most secure banking AI solutions

SnapEngage has built one of the most secure live chat solutions on the market and is committed to the highest standards of industry-recognized accreditation, ensuring customer data is always secure and protected with end-to-end encryption. Our secure data transfer enables safeguarded business operations, including secure banking data, data masking, and PCI-compliant live chat.

SnapEngage Smart Routing Technology captures simple requests and responds through automation. It intelligently routes banking customers to the right agent the first time, removing the type of consumer frustration that leads to brand disloyalty. SnapEngage immediately integrates with your existing workflows, CRM, ERP, or other databases, so you can extend your live chat functionality with in-use applications. 

Our Onboarding Assistance Program and Training Services are committed to crafting a customized program catered to your organization’s specific needs, from account setup, agent training, database integration, and more. Our award-winning customer support team is multinational and consistently achieves a 95% average CSAT rating.

Contact SnapEngage to learn more about how you can benefit from the industry’s best AI solutions for financial services. Ensure your customers’ data is safely collected and stored with end-to-end encryption, and in compliance with the latest local and international data privacy laws. We’ll help you get up to speed with the most secure AI solutions for financial services available, so you can stay relevant across your digitally fluent consumer base to meet and exceed their demands.

Download Now  

Recent Posts

Blog Categories

Sign up to receive our latest research, updates and success stories.
Live Chat Newsletter

Why You Need SnapEngage Chat When You Have Salesforce

Posted on by suzanneleigh

Salesforce is a household name, it’s the world’s most widely used software for customer service teams. It boasts prebuilt, right-out-of-the-box functionalities that every sales team needs. When Salesforce’s renowned platform is integrated with SnapEngage’s powerful solution, you have an enterprise-level CRM with extended reach and that’s customizable to scale. If you partner these platforms, you’ll experience how a Salesforce with SnapEngage integration delivers world-class service and growth in modern markets.  

The Salesforce platform stands out in the CRM market chiefly because of its flexibility with integration, as well as customizable options for smooth and straightforward onboarding. In Salesforce, neat organization is a core tenet; records tie all related information in one, easy-to-drill-down place for quick access to the data you need. 

Salesforce is a living, user-friendly meta-spreadsheet that gives a universal view of your company, prospects, and customers as you scale. SnapEngage integrates seamlessly with Salesforce, allowing you to chat with prospects and customers wherever they are.

There are significant bonuses to run the marketing, sales, and support teams on the Salesforce platform with SnapEngage. Your sales team will know when your customers run into issues, and your support team will know when your customers are seeking additional products. Sales and service data are pulled for marketing, so your marketing team will know where to target for the biggest drives. 

 

SnapEngage with Salesforce for high-velocity sales

Response time is critical to increasing conversion rates. SnapEngage’s proactive, intelligent bots allow you to engage prospects within seconds. Improving first-contact response time directly increases lead conversion rates and reduces time to close. 

Every customer interaction provides an opportunity to create a long-term customer relationship, but every conversation counts to drive revenue. Enhance your customer engagement capabilities with SnapEngage secure chat, SMS-to-Chat, chatbots, and social media integrations.

Give your Sales team the freedom to close higher-value accounts

Routine sales tasks are streamlined and automated so agents can focus on accounts of higher-value. Chatbots let businesses answer every incoming question quickly, giving customers a direct line to the specific information they need. They also can absorb and provide answers to repetitive and simple questions for peak efficiency and speed. When you give people what they need, they come back for more.  

SnapEngage’s intelligent routing functions map all relevant data inside Salesforce for a comprehensive view of your sales pipeline, at all times. Sales teams can customize targeted cross-sell and up-sell recommendations and drive sales velocity. 

 

 

SnapEngage and Salesforce for top-tier customer service

 With alternatives just a click away, customers can be gained or lost in seconds. SnapEngage’s AI-driven conversational intelligence equips service agents with the necessary tools to offer rapid resolutions and reinforce client loyalty.  Your customers can reach you how and when they want — your service agents will have the data they need to always offer a world-class customer experience and effectively manage churn. 

SnapEngage’s seamless connection with Salesforce captures and maps the most relevant data to your business. You can integrate every customer-interactive part of your company, including marketing, sales, and service – and give all teams a shared view of every customer.

Offer solutions via chat with customers wherever they are

SnapEngage chat transcripts are sent to Salesforce records for a real-time evolving and accurate history of all customer interactions. Automatically map any SnapEngage data to a Salesforce standard or custom field.  

SnapEngage automatically notifies you when your website visitors reach out to you. You can have offline requests and chat transcripts sent to you directly. You can easily select how and when you want chat transcripts and records sent to Salesforce – and change it anytime you want.

 

SnapEngage with Salesforce for superior marketing

A SnapEngage-Salesforce integration enables you to adopt a customer-centric marketing strategy that increases conversions at minimal cost. AI-powered analytics provide marketing teams the insight necessary to recognize opportunities, and intelligent bot analytics optimize your marketing budget and boost ROI metrics.

 It’s easy to plan events and campaigns with Salesforce and SnapEngage integration. You can link to campaigns created from live chats and offline messages. Marketing analytics gathered from SnapEngage bots can be viewed on a customizable Salesforce marketing metrics dashboard – with a drag and drop builder – for clear visuals of all metrics. 

 

Customizable to scale and secured to your standards

SnapEngage with Salesforce means AI-automated workflows that are customizable to scale to any size while keeping your data safe according to your own standards. Cutting-edge conversational AI relieves all teams of frequent common questions and tasks with AI-capable solutions. 

Using SnapEngage with Salesforce is especially beneficial for smaller businesses where teams need the flexibility to do more with less. Everyone in your organization can see entire customer relationships with your company, so you can keep operations fluid and informed.

Give your teams what they need for surefire success. Consult with a SnapEngage Solution Specialist to learn more about why you need a Salesforce with SnapEngage integration, and take your business to the next level in today’s business culture.

Download Now  

Recent Posts

Blog Categories

Sign up to receive our latest research, updates and success stories.
Live Chat Newsletter

Hidden Perks in Your Live Chat CRM Integration

Posted on by suzanneleigh

It’s not only easy to integrate SnapEngage live chat with your CRM, it’s our bread and butter.  You can manage all interactions with prospects, leads, and existing clients, with live chat CRM integration. 

Control the customer funnel by capturing the most relevant data and automate data capture by integrating your CRM with live chat. Consistently provide a level of personalized service with live chat CRM integration, so you stay competitive. 

However, there are some hidden perks in your live chat CRM integration that you might not be aware of.

 

Leverage the free services offered by your live chat CRM integration

Cast a wide net and capture valuable customer data from all site visitors by customizing Pre-Chat forms. 

Pre-Chat forms collect basic information via chat from online visitors before they hop off. You can customize Pre-Chat forms to ask visitors a set of questions before the chat — or even add an optional opt-in checkbox for visitors to receive your newsletter or promotions. 

Visitors that engage with live chat, and check your opt-in box, are automatically mapped to your CRM mailing list to enroll in newsletter and drip campaigns. 

You can remain in communication with all visitors for future conversion opportunities, upsells, and cross-sells down the road.

 

Measurable goal: Reduce churn and increase client upgrades.
How: Update your current chatbox to include a Pre-Chat form with an optional checkbox to sign up for newsletters and promotions. 
Outcome: Increased opportunities for conversion opportunities, upsells, and cross-sells.

 

Customize Pre-Chat forms in Design Studio to build your mail list

It’s simple to Enable a Pre-Chat form. In Settings, options exist to update an existing theme or create a new theme for a Pre-Chat form, and add any fields or questions you prefer. 

Build an email list of leads from site visitors by adding an email field and an opt-in checkbox on a Pre-Chat form. They’ll receive newsletters, promotions, or recent blog posts to pull in their attention and keep them in the know.

 

 

Connect custom SnapEngage fields to your CRM 

With custom mapping, add customized fields in your Pre-Chat form that will be sent to your CRM from SnapEngage. 

You can sort a list in your CRM of all clients who opt-in to your newsletter or promotional deals. Now for every lead or contact created in your CRM, you’ll know if they’ve opted-in to the newsletter. You can also use those lists for future marketing.

If someone asks to unsubscribe from a newsletter list, it’s easy to adjust the field in your CRM. Or you can always update the lead in SnapEngage so the client can remove themselves from the newsletter by unchecking the box the next time they are on chat.

 

Use chat conversations to showcase extra value and drive upgrade opportunities

It’s far easier to grow an existing client base than acquiring new ones. Use your CRM to track upgrade opportunities, within your current client base, using Labels.

SnapEngage Labels are summaries of a chat, generated by a chat agent, that is sent to your CRM. Labels are tracked in your CRM and simple for agents to pull up. 

Labels provide a framework for you to sort your clients based on position in a sales funnel. For example, if you’ve already presented a client with an upgrade opportunity, agents can update this information so it integrates with their CRM. 

All Labeled conversations are saved in SnapEngage and your CRM. Previous Labels are visible to chat agents anytime the same client chats in — keeping staff informed of the most recent data for that prospect.

Repeat visitors aren’t burdened by listening to the same pitch again, the agent has access to all communications along the client journey. SnapEngage Labels integrated with your CRM provide personalized service that keeps clients loyal to your brand.

 

 

Tools for Success

Enroll clients in constant communication with a Pre-Chat form
Organize conversations according to upgrade potential with Labels

Unify customer relationships with Salesforce

Bonus:  Have a different CRM? No problem. SnapEngage has a solution.

 

Take your live chat strategy to new levels

Even with the rise in support and brand outreach through social media, live chat continues to be the preferred communications channel. Live chat offers consumers immediate support, and with minimal effort.

Live chat CRM integration is a necessity for customers and businesses alike. Increase client retention and improve staff efficiency with the data you need at your fingertips to provide real-time personalized assistance to your clients every time they visit your site. 

Leverage the hidden perks that live chat CRM integration offers, and you can take customer service and sales to new levels, reduce churn, and surprise your clients every time they reach out to you. 

 

Download Now  

Recent Posts

Blog Categories

Sign up to receive our latest research, updates and success stories.
Live Chat Newsletter
Find out how to integrate SnapEngage with your CRM

Trends in Live Chat in 2021

Posted on by suzanneleigh

Digital conversations and messaging drive exceptional customer experience for business buyers and individual consumers. There are several trends in live chat in 2021 that will impact the messaging industry. All-in-one communications platforms, AI/ML bots, and the drive towards integrated solutions, all affect live chat messaging performance and the ability to deliver exceptional customer experience.

Companies that leverage technology to provide an exceptional customer experience realize an increase in revenue of 22% and 1.9x higher year-over-year customer retention. As functional engineers continue to innovate, delivered digital conversations can be affected by the types of systems that companies choose. Let’s dive into why to tackle the trends in live chat in 2021, it is imperative that growing brands target dedicated function over form.

 

 

The problem with all-in-one and “chat as a function of” platforms

One trend in live chat in 2021 is all-in-one bundles and systems that offer chat principally as a side feature. This trend is set to impact the digital communication industry. All-in-one communication platforms are massive business process systems that, in addition to myriad primary business functions, attempt to manage any communication you might have with a customer such as voice, email, SMS, chat, Facebook, Twitter, and more.

While many systems claim to be all-in-one systems, true all-in-one platforms are relatively few and far between. They are often massive cloud-based ERP (Enterprise Resource Planning) platforms made up of several integrated modules.

ERP systems are employed to manage all business functions from SCM (Supply Chain Management) to payroll. It is typical for enterprise-size organizations to adopt ERP systems to manage operations, including: project planning, product launch, and price configurations.

The ERP concept is to unify business functions on a single platform in order to reduce costs. For SMBs seeking phenomenal customer communication systems, ERP systems are often much more than they need or want.

 

Communication breakdown when chat is not the primary offering

Chat as a “function of” platforms focus on a target spectrum of communications based on a particular business aim. For example, Hubspot focuses on “top of the funnel” sales and marketing, Zendesk focuses on service and support, and Intercom focuses on SaaS apps.

As small and medium businesses grow, but before they reach enterprise level, it’s common for them to consolidate customer communications around one or more critical business functions — such as marketing, sales, or service. Chat almost always comes included with these functions. As companies grow to a larger mid-market, they can accumulate multiple systems that include a chat feature, which causes problems over time.

Brands that emphasize providing a consistent, universal, and omnichannel customer experience — but are using multiple systems — often run into increased communication barriers as consistency breaks down across platforms.

 

Chat support features follow primary functions

As both all-in-one and “function of” systems don’t feature chat as their primary offering, they also tend to have severely limited chat support. This weakness opens the door for dedicated chat platforms that offer robust unified chat systems which seamlessly integrate with underlying platforms.

SnapEngage has one primary function — to provide an outstanding chat solution. We invest in our product’s future, perform regular reviews and incorporate customer feedback, and keep our finger on the pulse of industry innovation. Our live chat specialists educate and empower your teams by providing the targeted knowledge and support they need.

 

AI and machine learning bots are increasingly more versatile

Advancement of artificial intelligence and machine learning in bots is another major factor that will impact the live chat market. Though bots have been around for quite some time, only recently have their full impact been felt in the live chat market.

Advances in AI and machine learning make bots increasingly more powerful and versatile. They are able to absorb a considerable percentage of simple questions to augment support teams and liberate human labor hours.

Because of the rapid advancement of AI in recent years, it’s not unthinkable that AI/ML-powered bots will eventually be able to resolve over 90% of common issues without the need for human live chat.

Though AI/ML bots are still expensive and complicated to employ, increased adoption in the future will usher in lower costs and a flattened learning curve. AI/ML-powered bots may even be offered as a plug-and-play service. Medium and large companies alike will see the cost savings of trading 100 support agents for a $200,000 super bot to cut overhead.

 

The future trends of bots

AI/ML-powered bots will be integrated with all back-end systems and offer state-of-the-art customer experience enhancement. For instance, bots will be able to respond to customer behavior analytics for customer retention. If a customer is unhappy, bots might offer and apply a discount, issue a refund, cancel a service, or process a return — all without the assistance of a human agent. This type of service far exceeds the capabilities of today’s basic “FAQ bots.”

SnapEngage believes bots are here to stay — both consumers and enterprises have come to depend on them. Intelligent chatbots increase customer engagement. Increased customer engagement drives revenue. As a fully-featured bot platform, SnapEngage has doubled down on our chatbot investment strategy by successfully launching our bot suite in the summer of 2020.

Now, we are invested in the next generation of GuideBot, AnswerBot, and Chatbot integrations and have partnered with companies such as GetJenny, Cresta, and XSell technologies for the deep AI/ML capabilities. SnapEngage also offers customized bot onboarding services to fit any organization’s business goals, and we specialize in catering to your team’s specific needs.

 

 

The rise of integrations and APIs

Another trend in live chat in 2021 that impacts all digital communications (and all cloud computing) is the rise of integrations and APIs. Integrations allow the specialization of “best of breed” systems — those systems considered masters of their respective niche — to manage targeted functions. Novel advancements in APIs (application programming interfaces), made by functional systems engineers, continue to improve universal connectivity and secure data sharing.

Medium-to-larger enterprises that seek peak performance and business agility frequently select “best of breed” systems to perform a specific function. However, only if those systems have robust, flexible integrations to their other systems.

Large mid-sized companies, with a critical dependence on powerful APIs, usually have budgets for technical teams to build what they need when they need it. While this represents an ongoing investment rather than an out-of-the-box solution, it allows potential for companies to scale.

However, custom API work is often seen more as a “gap filler” rather than the primary method of interconnecting systems. Even for large companies, the majority of integration points must work out-of-the-box, and then gaps can be mended with customer API work. In this manner, customized API is an enhancement rather than a system itself.

Integration and API strategies are pivotal to the SnapEngage roadmap as an extension of the SnapEngage product promise to deliver scale, experience, and insights. Clients such as Dropbox are already investing in our API roadmap, precisely because we offer a highly customizable platform.

 

Relevant systems will adapt to trends in live chat in 2021

SnapEngage is the premier conversation platform for exceptional customer engagement. As functional engineers continue to master cross-connectivity complexities in the future, SnapEngage is fully positioned to meet and exceed innovative challenges and trends that will affect live chat and digital messaging over the coming years.

SnapEngage offers the agility to evolve and create new business opportunities within systems of all kinds, whether challenges come from the twin forces of all-in-one customer communication platforms and AI/ML bots, or the ongoing necessity of integrated solutions and API customization.

By integrating with Hubspot, Zendesk, Salesforce, and more than 100 third-party platforms, SnapEngage chat solutions provide all enterprises the agility to customize. In response to trends in live chat in 2021, SnapEngage continues to craft and offer best-in-class live chat and digital messaging with finesse. 

 

Download Now  

Recent Posts

Blog Categories

Sign up to receive our latest research, updates and success stories.
Live Chat Newsletter

Survey Chatbots Drive Critical Business Insights in 2021

Posted on by suzanneleigh

 

Contemporary digital dependence has solidified the chatbot as a necessary feature for all businesses across industries. However, many organizations are still missing the opportunity to directly tap into the voice of their customers by using survey chatbots for invaluable customer experience (CX) metrics. Survey chatbots drive critical business insights by opening a window into precisely what your customer is thinking, and they provide data needed to continually heighten the customer experience.

Traditional online surveys fall short of capturing the full picture due to notoriously low engagement rates. It’s not often that someone will pause their busy day to respond to a survey request, whether it’s in their inbox or in a website pop-up. Surveys need to be seamless and expertly integrated with the customer experience to grab attention. Without cohesion, it’s too often that valuable insight is lost. 

Survey chatbots (like the SnapEngage Guide Bot) are easy to set up and they collect a variety of valuable customer feedback: Net Promoter Scores (NPS), Customer Satisfaction ratings (CSAT), and neatly integrate collected data into your CRM or database. This feedback provides the distinct advantage of having metrics on-hand to drive business decisions in the best direction.

 

 

Survey chatbots are superior to traditional survey methods 

Organizations are at a massive disadvantage without access to robust customer feedback. For organizations to understand the scale of customer satisfaction, and what leads are seeking, it is instrumental that a vigorous survey-taking system is in place, such as through a survey chatbot. Top-performing enterprises tend to pay special attention to the voice of their clients. This allows them ample opportunity to make informed decisions that enhance the customer experience. 

A popular way to collect customer feedback is by asking customers to engage with customer surveys via email or a webpage’s survey pop-up. These methods require additional attention and action and so customers often ignore them. Feedback gleaned from traditional methods can therefore be inconsistent, limited in scope, and misleading.

 

AI-driven chatbot technology continually provides real-time metrics

The expectations of consumers and current trends are in a state of constant evolution. Businesses must keep their finger on the pulse of real-time customer and lead sentiment to anticipate needs and exceed expectations. AI-driven chatbot technology integrates conversational and survey data to impart valuable metrics that organizations can then pivot to act on.

Survey chatbots can even embed the survey within chatbot conversations. In this case, users may not be aware they are taking a survey at all. Users chatting with a survey chatbot tend to answer with more honesty when questions are asked in the context of a conversation. 

The data collected in bot histories can be compared with user suggestions and complaints to personalize the customer experience. Data integrated with a CRM or database is continually updated, allowing a real-time window into a client’s mind.

 

Customer Experience Metrics (CX) Made Simple

Survey chatbots that collect Customer Experience metrics give brands the insight needed to deliver the optimal customer experience. CX represents specific customer perceptions across all interactions with your brand. 

Brands can achieve deeper insights into customers, employees, products, services, and overall brand loyalty, by combining experience data with operational data. 

Survey chatbots can be customized to collect data for key CX metrics such as NPS or CSAT. When CX metrics are incorporated with AI-driven chatbot analytics, invaluable business insights surface that allow brands to hone in on specific areas.

 

What is a Net Promotor Score (NPS)?

A Net Promoter Score is a typical barometer of the customer experience metric to measure customer loyalty. Commonly used by businesses in all industries to track and measure customer perception, NPS is one simple question that packs the punch of a great deal of information.

How likely is it that you would recommend [X] to someone else? 

Customers respond on a scale between 0-10. This simple question is usable in multiple contexts and frequencies for aligning particular data metrics. 

A transactional NPS retrieves targeted data about a product or service at the granular level to measure data such as: new customer onboarding, the response to a launch of new products or services, or individual customer service experiences.

A relational NPS offers a bird’s eye view by capturing perceptions of your overall brand. Business insights gained from a relational NPS reveal larger-scale trends year-over-year and help you compete intelligently with industry-wide NPS comparisons.

 

What is CSAT?

CSAT is a basic Customer Satisfaction measurement that covers a wide range of metrics from overall brand impact down to product-specific impressions. 

A typical CSAT program might ask for satisfaction levels, after a certain interaction, with available responses ranging from Very Satisfied to Very Unsatisfied. However, survey chatbots can be customized on the front end to portray a brand’s personality. With a personalized system, composite satisfaction scores are determined by the average of the responses.  

Access to real-time customer experience metrics via survey chatbots provides brands the opportunity to act on critical feedback. This will drive customer acquisition and retention. Organizations that gather CX metrics are able to track progress, calculate ROI, and prioritize future investments. 

 

 

Survey chatbots give you better CX metrics

Successful companies see when customer expectations shift and know that these changes will continue to evolve. But what isn’t measured can’t be managed. 

Customer-focused metrics such as NPS and CSAT supply insight into consumer satisfaction. However, they are much more powerful when applied in tandem with the holistic metrics of conversational AI statistics, which are collected by survey chatbots and then integrated into an organization’s CRM or database.

Chatbot analytic tools can analyze historical bot conversations to gain further insight into the customer experience for a greater understanding of individual needs for future initiatives. Importantly, chatbots can be trusted to measure themselves. In analyzing chatbot performance, you can learn how to simplify processes for user-friendly interactions across all channels. It’s easy to set up a survey Guide Bot in less than 5 minutes so that you can immediately begin collecting and actioning on critical customer insights. 

The digital reliance of 2020 made it clear that customers expect brands to anticipate their needs, personalize their interactions, and offer them an exceptional customer experience across all channels and all touchpoints. Survey chatbots provide you and your brand the business insights necessary to exceed these growing expectations and earn greater success on the digital marketplace.

Download Now  

Recent Posts

Blog Categories

Sign up to receive our latest research, updates and success stories.
Live Chat Newsletter

SnapEngage with SAP for a Winning Customer-Centric Strategy

Posted on by suzanneleigh

In the digital space — speed, responsiveness, and instant access to data — are all necessities for driving revenue. To prevent losing frustrated customers to your competition, silos must be eliminated and customer data unified into a singular, cohesive structure. An enterprise-level digital conversation platform, that integrates fluently with your database or ERP, is essential for a winning customer-centric strategy. 

Your business can rely on customers but not be customer-centric. If this is the case, you’re at a disadvantage. Your business must be as fluid as possible for your customers to interact how they prefer with your company — be it self-service, chat, email, phone, SMS — from wherever they’re located. 

Your sales and service agents must be able to access the data necessary to offer personalized service that informs customers and provides solutions in real-time. This demands well-crafted tools that seamlessly integrate, across applications, with all the support of top-end Application Programming Interfaces (APIs). 

SnapEngage’s integration with SAP Sales and Service Clouds is natively built on SAP’s cutting-edge API technology, providing you with the business benefits essential to enrich your customers and challenge your competitors.  

 

Enterprise-level digital conversation platform integrates natively with SAP

API technology plays a critical role for your business.  It facilitates the accessibility of internal data and ensures that customer-centric interactions are possible. SnapEngage’s empowering connection with SAP, and other tools in your ecosystem, allows you to capture and map the most relevant data to your business. 

SnapEngage chat transcripts are sent to your SAP account for a real-world diary of all customer interactions giving your agents a 360-degree view of all customers and prospects at any given time.

 

A sales-focused winning customer-centric strategy 

Adopt a customer-centric marketing strategy and increase market share with SnapEngage SAP integration. Push down concurrently on overhead by decreasing development costs with the tools afforded by integration. AI-powered analytics give you the transparency to recognize opportunities.

Know where your leads are and what they respond to – set systems in place to deliver exceptional follow-up and increase conversions. Bot analytics optimize your marketing budget with the insight you need for a healthier share in your ROI metrics.

With every customer interaction, you are given the chance to create a long-term customer relationship. You’ll drive revenue and increase profits by making every conversation count. Upgrade your customer engagement capabilities with our secure chat, SMS-to-Chat, chatbots, and social media integrations.

 

 

Never miss out on key opportunities 

Response time is paramount for potential customers. Customers have come to expect a response in minutes which is why 80% of customers prefer live chat. 

Chat gives customers a straight pipeline to specific information they need, by enabling businesses to quickly answer every incoming question. Bot or human, when you give people what they seek and fast, you cultivate retention.  

Engage prospects within seconds with proactive intelligent bots. Improving first-touch response time ushers in reduced time-to-close, and increases conversion rates. Routine sales tasks are streamlined and automated so agents can focus on high-value accounts that require human attention.

Sales teams can drive sales velocity and maximize revenue by leveraging customizable recommendations and target cross-sell and up-sell. Intelligent routing functions maintain all relevant data inside SAP for a comprehensive overview of your sales pipeline at all times. 

 

A service-focused winning customer-centric strategy

Customers can be won or lost the instant they need your support, especially since alternatives are seconds away. If you can first allow your customers the freedom to choose how and when they reach out to you — then provide a world-class customer experience — you’ll minimize churn. 

Customer service teams are empowered and more productive when SnapEngage is paired with SAP. AI-driven conversational intelligence equips service agents with the necessary tools to offer rapid resolutions that reinforce client loyalty. 

Chatbots give your service customers immediate responses with cutting-edge conversational AI. Relieve staff of commonplace queries and AI resolvable issues, and they’ll have the freedom to manifest creative solutions to complex matters — reducing the chance of losing frustrated customers to competitors.

 

Monitor and improve customer health

Service agents need access to a contextual knowledge base so they can offer immediate, personalized solutions. With access to customer profiles, histories, and product information while chatting, they’ll have the critical data to resolve customer inquiries on point and nurture consumer relationships. 

Service teams can automatically generate tickets for simple to complex inquiries. Intelligent technologies categorize and relay tickets to the appropriate agents. Every time a customer interacts with a chatbot or an agent – all conversation data, including chat transcripts – is labeled and mapped to SAP from SnapEngage, supporting real-time agile and cross-team workflows.

SnapEngage + SAP is a winning move

It’s no longer up for debate, the answer has been found. In the digital business world of today, your digital tools play an insurmountable, critical role in whether or not your teams have the capacity to deliver. To boost team productivity, reduce churn, and foster the kind of customer loyalty that scales, your staff must possess the technological ability to compete effectively. 

Intelligent systems that deliver consistent customer experience can integrate sales, service, and marketing with the rest of the enterprise. Eliminate silos by supporting your teams with the tools they need to collaborate effectively for increased sales and service efficiency.    

SnapEngage and SAP integration is a winning choice for enterprises seeking to improve customer experience metrics, and decrease cost-per-interaction. Out-of-the-box cloud-based solutions simplify application development and provide support to save time and resources. Receive tailored recommendations and pricing options based on your business requirements. 

Contact SnapEngage to learn more about our customizable protocol that can adapt to all your business processes and our award-winning Client Success and Support team committed to ensuring your success. Let SnapEngage help you develop the enterprise-level digital conversation platform you need for a winning customer-centric strategy.

Download Now  

Recent Posts

Blog Categories

Sign up to receive our latest research, updates and success stories.
Live Chat Newsletter

What Our New and Improved SAP Integration Does for Your Brand

Posted on by Niki Finegan

We understand the importance of powerful software services as well as essential chat solutions, and that’s why SnapEngage provides a totally upgraded and new SAP integration, providing the most trusted, vigorous, and comprehensive native live chat integration with the benchmark CRM.

Integration is an art form. The contemporary business landscape is awash in myriad digital solutions. This can be great – choice matters, and there is ample opportunity to find the right solutions for your business, such as SAP, a powerful and popular enterprise software developer. That said, these solutions often lack an essential function: high-quality live chat. Driving the customer journey, maintaining client interest and loyalty, providing award-winning services – these are all focuses necessary for any organization to scale and experience success. These focuses are integral functions, and key components, of live chat integration.

Organizations intent on sustainable growth require powerful solutions built to accommodate and facilitate their passions. There’s no surprise that many companies go to SAP for this task, some 77% of the world’s transactions involve SAP and their software. However, a live chat solution is nothing short of essential for robust customer engagement. 

 

Improve the service and support experience

Everyone likes a dream team. The powerful pairing of SAP and SnapEngage chat solutions is founded on our industry-leading and award-winning customer support. Drive engagement, boost satisfaction, and provide an always-positive journey to all of your online visitors. SAP is a powerhouse, and keeping with that status, SnapEngage provides the world’s most powerful native live chat integration. 

With integrated live chat, you’ll never miss an opportunity to engage with customers and deliver instant service and support. You’re also afforded the ability to maintain the data inside SAP for a full analysis and comprehensive view of your support history. 

An exceptional customer engagement tool offers your customer-base heightened experiences and fosters meaningful connections. These connections both solidify customer loyalty and convert leads. With chat, you pique client interest and provide lightning-speed responses and guidance. 

To drive engagement and address any service concerns, capturing the right data is critical. However, doing so is often a tedious process and demands manual oversight or actual tallying. Our integration with SAP performs automatic and instant captures, and also maps the data that you judge as most relevant to your business.

SnapEngage’s enterprise-class digital conversation platform integrates seamlessly with SAP Service Cloud and SAP Sales Cloud (both part of the SAP Customer Experience suite). It’s an impossible choice when deciding between powerful software or an exceptional chat solution, so why not both?

Taking advantage of cutting-edge APIs and functionalities, SnapEngage’s upgraded SAP integration boasts exciting features such as custom data mapping and agent mapping. Our new and improved integration with SAP is even more powerful, impactful, and optimal to perfect your customers’ experience.

 

SnapEngage’s SAP Integration empowers your sales opportunities

The sales process can be arduous and piecemeal. Winning sales and maintaining steady pipelines is a science. With SnapEngage’s chat integration, the process is streamlined and optimized for unity. Capture critical data instantly, and quickly qualify leads. Connect prospects with the optimal sales team or representative and drastically reduce the sales timeline. Convert more leads and reduce time to close. The chat integration with SAP empowers you to engage prospects and win sales in record time with laser-focused precision.

 

 

Eliminate silos and capture critical customer data

Chances are that your business software needs are complex, and you need sub-accounts, or “widgets.” Using widgets, you can easily configure data flow, preventing the build-up of silos. To keep communication open and accessible, each widget can write to separate use cases, whether they’re Service Cloud or Sales Cloud. 

You can configure these relationships in unique ways that best suit your business requirements. Specific mapping can be done on a widget by widget basis, providing you the ability to easily communicate and instantly transfer information, and solutions, between sub-accounts. 

The integration automatically sends the SnapEngage chat transcript (or offline request) to SAP Service Cloud or Sales Cloud. All you have to do is choose the best path for you by utilizing the customizable configuration in the SnapEngage dashboard.

Using the service workflow, a ticket and a contact in SAP will be created (or update an existing contact). If the sales workflow is used, a new lead is created and a new task assigned to that lead.

These systems are optimized to simultaneously eliminate silos and capture critical client data, streamlining your process. Smash silos separating departments and reshape your customer’s journey to your direct benefit. All you have to do is leverage the tools SnapEngage and SAP provide via integration. 

 

Immediate service and support results

The core SAP integration functionality SnapEngage already provides is powerful in its own right. However, the integration is even more so with the addition of custom mappings. Custom data mapping allows users to send and map data from a variety of sources (SnapEngage general data, Labels, JavaScript, and Text) into any field desired.

Agent mapping confirms that the created lead or ticket is owned by the appropriate user. This applies to all chats, whether they are handled by human agents or bots. Another ticket response option is sending a chat link to the customer.

For service workflow specifically, when a web-visitor starts a chat SnapEngage queries SAP to determine if the specific contact already exists. If it does, a link to the contact is displayed to the agent. The display provides the agent with the framework to easily view the information that already lives in SAP.

The flexibility and automation the enhanced SAP integration provides is nothing short of essential for contemporary enterprises. Business ecosystems are complex and only becoming more so, verifying the necessity of integrative navigation.

The integration will prevent data gaps and support information flow within and across departments. Sales, Marketing, Support or Client Success, can all access valuable information during an ongoing chat or after. Time to first touch, time to revenue, and time to resolution – all significantly boost client satisfaction and retention.

SnapEngage and the SAP integration create a monumental impact on major metrics, skyrocketing acquisition, adoption, expansion, and retention.

 

 

Getting Started

The SnapEngage SAP integration can deploy out-of-the-box immediately without any technical assistance. It’s simple to implement and operate so you can reap the rewards without a hitch.

Please visit our help site for a detailed overview of the SnapEngage SAP integration, with instructions for getting started.

If you would like additional guidance on using the live chat SAP integration, please reach out to our Client Success team. Our award-winning team will partner with you to understand your unique business and customer engagement goals. We’ll work with you, every step of the way, to ensure your SAP integration is successfully implemented and drives measurable business results.

 

*The new SAP C4C integration is available on Enterprise accounts only.

Download Now  

Recent Posts

Blog Categories

Sign up to receive our latest research, updates and success stories.
Live Chat Newsletter