6 Tips to Maximize Live Chat ROI

Posted on by marketing
live chat roi sales

It’s no secret that today’s business landscape is saturated with competition. Rival companies struggle to differentiate themselves as they vie for the fleeting attention of prospects. Many companies across a diverse set of industries have turned to live chat software to push themselves above the competition by creating more efficient and meaningful interactions with their prospects and clients.

However, it’s important to understand the fundamentals of how to make live chat truly work for your company. Keep these six tips in mind to ensure live chat success.

Tip #1: Know Your Audience

Knowing your audience is a critical first step that every company must take before embarking on any new live chat endeavor. Use live chat to find and attract new clients, support and nurture existing clients, or both.

For sales-minded individuals, live chat proves time and time again to be an excellent tool for boosting lead generation. A smart live chat program can provide that extra touchpoint needed to nudge qualified prospects into your funnel. For example, a strategically-placed chat button or proactive chat invitation on your website will attract prospective clients and provides an instant, direct line of communication to your sales team. Be sure to steer clear of slower, alternate communication methods which could deter prospects during their moment of peak interest.

For steadfast troops of customer support heroes, live chat provides an easy way to more actively and productively engage with valued clients. When a client is experiencing a problem, they need the answer now (or let’s be honest, five minutes ago). Live chat allows knowledgeable support staff to swoop in and proactively assist with potentially sticky situations before they escalate and result in lost business. As a bonus, the entire interaction bears a refreshingly human touch. 

Tip #2: Always Keep Customer Experience Top of Mind

In an age where customer experience means everything, the speed and convenience of connecting with prospects and clients via live chat cannot be overlooked as businesses strive to stand out and keep up. Saturated industries result in highly similar offerings/products from competing companies, so it’s only natural that consumers will begin to seek out additional factors by which to evaluate these offerings.

A successful live chat program will cut down on resolution times, increase CSAT scores, boost employee productivity, and ensure that your business is making the cut.

Tip #3: Strive for Quality and Efficient Interactions

Do you shudder when you think back to the times when, in the face of a pressing issue, you’ve been confronted with a completely mindless, robotic phone tree that wastes countless minutes (or hours) of your time without resolution in sight? We do too. Or perhaps you received pleasant and quality customer service, but the entire interaction took much longer than it should have and still left a bad taste in your mouth.

It may be cliche, but it bears repeating: time is money, and the more you can streamline processes and communications, the better positioned you’ll be to keep existing clients happy while taking on additional clients and focusing on growth efforts. Sales and support teams can chat with multiple prospects and/or clients simultaneously, while immediately resolving simple support issues. These time saving measures ultimately contribute to your bottom line, and will leave clients and prospects impressed with how quickly they were able to have their inquiry answered or issue resolved.

Tip #4: Take Advantage of Integrations

Every successful business relies on a combination of systems and processes, and the interaction of these tools is the ultimate influence upon a team’s efficiency and effectiveness. Live chat is another tool in your setup and is most effective when connected and adapted to your other processes.

To fully reap the benefits of live chat, it’s important to evaluate how it integrates with your workflows. Chat data can be automatically sent to any number of CRMs (Customer Relationship Management), Help Desks, Marketing Automation Systems, and can even be connected to social media outlets. Many live chat providers offer robust integrations with these platforms, creating seamless data transfer to your preferred platform and allowing you to close the loop on your marketing, sales, and support functions.

Tip #5: Initiate Conversations with Proactive Chat

Live chat is a great tool, but it’s worthless if your visitors aren’t interacting with you. Proactive chat allows you to target and send rule-based invitations to your most qualified prospects with advanced triggers such as time on page, page URL, geolocation, language, JavaScript variables, and more. Advanced programming allows you to automate the entire process behind the scenes in order to maximize sales efforts, while providing a personalized experience for your website visitors.

Proactive chat is especially effective in cases where visitors must complete a marketing/sales process within your website such as completing a purchase, filling out a form/questionnaire, or signing up for a trial.

Tip #6: Optimize Your Efforts

Don’t fall into the trap of setting up your live chat program once and assuming that the configuration which works for you today will work for you next month. Quality live chat software offers a host of advanced reporting metrics and analytics so administrators can make informed decisions about what’s working and what’s not.

This type of data is critical when evaluating the ROI of your live chat program and gives admins the necessary knowledge to optimize efforts. Perhaps a certain proactive rule has a low engagement rate and the wording needs to be tweaked, or a new chat agent is struggling and requires additional training. All of this and so much more becomes apparent once you dig into the numbers and trends that emerge. These findings will result in actionable steps you can take to further improve your ROI.

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Live Chat Myths Debunked

Posted on by Niki Finegan

Conversations are the backbone of great customer relationships. When you build conversations online via live chat, you create a personal connection that drives positive metrics across the board – from increased conversions and revenue to improved CSAT. That said, live chat can be unduly marred by myths regarding its efficacy. Let’s bust these myths and see what truth may lie beneath them.

 

MYTH #1: Live chat is just robots.

An all too common misconception is that chat is always a bot, but live chat is powered by people. It’s true that there are often chatbots within live chat, however these smart bots and Guide Bots work in-tandem with real, human agents. Most times, bots are there to direct you to the best agent for your particular issue, ensuring speedy resolution. The human-chatbot combo is syncretic, and always designed to provide the best possible customer experience.

If you can have a real, human interaction with one of your visitors, that emotionally positive experience will almost certainly be transferred into brand loyalty.

MYTH #2: You need to have agents available to chat 24/7.

Although the true effectiveness behind live chat is the power to communicate with website visitors in real-time, this doesn’t mean that you have to staff agents for online availability around the clock. Most businesses don’t have the bandwidth to operate sales and support functions 24/7, and that’s completely normal. Humans are humans. Luckily, bots fill in these hours as well, so when you’re sleeping, on holiday, or generally busy being a person, chatbots are always there to provide quick self-service options to visitors.

MYTH #3: Live chat is too expensive.

Live chat actually saves money. It’s implementation removes the need for dual-licenses, drastically reducing exorbitant costs. Instead of constantly having to pay for chat additions from leading MarTech, Sales CRMs, or Help Desks, you can invest in digital conversation technology that unifies your customer experience and unifies your workflows with robust integrations.

MYTH #4: Live chat is too impersonal.

Customer engagement essentially boils down to connection. Live chat offers the option of immediate connection and rapid. real-time problem-solving and behind-the-scenes data transfers. That said, be sure to use real agent photos in the chat window. A simple photo alongside an agent’s name can instantly forge a connection with your visitor. 

Lean into your brand voice. Do your customers know you for being approachable, fun, professional, maybe all three? Use language that matches your brand and customer relationships, whether that means utilizing emojis and exclamation points or language that is direct and straight to the point.

MYTH #5: Live chat is used only by young people.

While many recent studies have confirmed the popularity of live chat among younger generations, we continue to see an appreciation across all demographics for the immediacy that live chat brings. As older generations adapt and become accustomed new technologies, and more mainstream brands offer live chat as a communication channel, the usage of real-time communication will assuredly continue to climb among all audiences.

We can’t discount the importance of younger generations altogether, though. After all, they are the future of the marketplace. So regardless of what your audience currently looks like, chat is both a universal truth and ultimately entirely necessary for younger generations entering the fray of adulthood. At some point, every company will need to adapt to the youngest generation’s communication standards and norms – and it’s best to always have a head start.

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How to Personalize Patient Engagement

Posted on by suzanneleigh

Many patients enjoy conversational chat experiences  — sometimes expecting a wholly guided experience — when they visit your site or app. However there are others who would rather explore on their own before engaging in chat. The experience patients seek can be fickle, oftentimes they may not be certain of the type of experience they are looking for. This can create a significant disconnect. If you aren’t careful, patients and potential clients alike can be discouraged or driven away. The right tools to personalize patient engagement are mandatory in the modern digital environment, and these tools must be designed with respect for all user styles.

All kinds of people desire all kinds of user experiences. Some prefer immediate guidance and gentle ushering through next steps. Others prefer to navigate your site without feeling bombarded by frequent queries interrupting their onsite experience. Some may just want a bit of time on your site before they engage with you. 

With the right tools in your toolbox, you’ll easily identify the types of instances in which patients respond to chats. But you’ll also decrease bounce rates by identifying users who ignore chat boxes — and those who need a little more time before engaging.

Respectful patient engagement for all user types 

Goal:  Retain patients and mitigate the risk of patient churn. 
How:  Patients that engage positively with chat messaging receive regular chats, while accounts that ignore chats do not. Extend chat window time openings based on user activity.
Outcome: Patient users of all types experience respectful patient engagement.

Personalize the patient site experience

Identify instances where patients respond to Proactive chat. Analytics offer valuable insight into chat activity and various SnapEngage metrics. Tag accounts that engage well with chat, and engage with them more frequently.

Make your messages even more dynamic with Javascript variables. You can accomplish this by passing data from your site or integrated application into SnapEngage. This data can then be inserted into your messages. For example, you can automatically identify a client and trigger a rule that reminds them to schedule their next appointment.

Extend the time before a chat window goes away, or you can set it to never auto-close. It may take some people a bit longer to respond to chat invites. You can delay the auto-close by adding one line of Javascript to your widget code. 

Disable proactive chat for users who are already converted or consistently closeout or ignore chat using a single line of Javascript.

 

 

Tools to personalize patient engagement

Proactive Chat:  Highly customizable with a variety of rules to choose from.
Javascript Variables:  Personalization for even more dynamic engagement.

Engage patients at the right pace and time. 

SnapEngage provides robust tools for intelligently engaging your website visitors.

HealthEngage proactive chat enables real-time engagement with your patients at the precise moment they have questions. It also allows you to customize rules to respect a wide array of users’ preferences.

Find out more about how our highly configurable system can help you personalize patient engagement on your site.

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HealthEngage: Humanize the patient experience

How to Improve Patient Satisfaction

Posted on by suzanneleigh

Patient satisfaction — the bread butter of any healthcare organization. It’s elusive, coveted, and seriously necessary. When you know how to improve patient satisfaction, brand loyalty and referrals skyrocket. 

A primary tenant of any healthcare organization, especially those intent on scaling, is to satisfy patients. Patient satisfaction is scripture. Coupled with that existing patients are 50% more likely to spend on adjacent and expanded services, it can’t be brushed off. That said, studies confirm that the second most frequent patient complaint centers on communication problems. 

Communication problems drive further issues. Access to services, staff attitude, and level of caring impede healthcare organizations’ abilities to satisfy patients.

Patient complaints are often emotional in nature. Unsatisfied patients typically express distress when they aren’t heard, can’t get an answer, or don’t feel cared about. No one wants to feel unimportant. 

Many of these types of complaints can be easily avoided from the start by adopting the right HIPAA-compliant SMS communication tools to guide patients through the patient journey. 

Improve patient satisfaction – accessibility and communication  

Goal:  Improve patient satisfaction 
How:  Stay engaged with patients on the platform of their choice
Outcome:  Patients who feel satisfied and heard

Humanize the patient experience

  1. Follow-up with patients after their visit. Send a quick HIPAA-compliant SMS message. Whether or not it says it directly, you are articulating to the patient: “thank you for coming in, we appreciate you!”
  2. Guide patients from surgery to post-op, from post-op to follow-up services, via their most preferred channel — SMS. When the patient clicks the “chat with us” link, the chat opens on a dedicated landing page.
  3. Set up separate Guide Bots based on the page (e.g. the stage in of the patient’s journey). For example — Surgery, Post Op, Physical Therapy, and so on. If the patient is on a post-op-specific page, guide them to physical therapy as their next step. Then use Guide Bots to organically usher patients through the patient journey.
  4. Fire a dedicated proactive chat message from the dedicated landing page:      
  • “Hi, thank you for coming in!”
  • Give us feedback (closes chat and redirects to a survey).
  • Book your next appointment (redirects to the scheduling page or an agent). 

Allow patients to engage with you

Use the power of SnapEngage’s omnichannel solution. Purchase an SMS number right from the SnapEngage Admin Dashboard, avoiding the need to add any additional software.

Advertise the SMS number and a “chat with us” link in: post-service emails, post-service pages, post-payment pages, reminder emails, newsletters, and at the office.

  • Best practice would be to include verbiage similar to: “save this number in your contacts, and text us anytime, on the go.” 
  • Incoming chats from SMS will come into the SnapEngage Hub. The same goes for chats from your website or Facebook Messenger. Your agents can work with precision, and all from one platform.
  • Incoming chats from the SMS number are easily identifiable.

Tools for patient satisfaction success

HIPAA SMS: Use HIPAA-compliant SMS-to-Chat feature to reach patients in their preferred communication mode.
Guide Bot:  Configure a guide bot that shows up in proactive chat. 

Improve patient satisfaction – make it a core tenant

Satisfy and keep your current clients so you will secure the foundation for scalability, free up staff for better efficiency, and act will precognition against the most common patient complaints.

Find out how easy it is to add HIPAA-compliant SMS to your patient communications platforms and enhance patient engagement to assure top-tier patient satisfaction.

Satisfy patients with HIPAA-compliant SMS-to-Chat

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What the Right Customer Engagement Platform Does for Your Brand

Posted on by suzanneleigh

The ongoing global crisis is pressuring brands to innovate faster to deliver superior digital experiences with the right customer engagement platform. Unfortunately, many brands are still struggling with their digital customer engagement strategy due to not having the right tools or fully leveraging the tools they do have. 

Fully-engaged customers represent almost a quarter more revenue than average. Brands that don’t consistently strive to improve digital customer engagement won’t be able to compete with the brands that do. The first step in building the right customer engagement platform is to understand what it should do for your brand.

What is a customer engagement platform?

A customer engagement platform leverages technology to create a centralized, universal framework for all customer interactions. The right customer engagement platform for any brand manages complex customer relationships, from any channel, across all stages of the customer journey. Brands that deliver superior digital customer experiences, across all platforms, can increase revenue by 50%.

When designing the right customer engagement platform for their needs, organizations have various options to choose from. To build the right customer engagement platform, without the massive overhead of complete digital transformation, it is key to keep all lead/customer communications and activities in a single hub. To this end, it is necessary to leverage customizable workflows, smart bots, and AI that integrate directly with your CRM (Customer Relationship Management) system. 

Without breaking the budget, brands can design the right customer engagement platform — coupled with the omnichannel reach of chatbots — to suit any business process, style, and ethos with SaaS applications and hybrid-cloud strategies that combine CRMs such as Salesforce, Hubspot, and more.

Why are customer engagement platforms essential?

Brands need to nurture complex consumer relations, making customer engagement platforms essential. Organizations with the right customer engagement platform experience increased conversions, customer satisfaction, and retention.

Consumers expect issues to be resolved in minutes, with services available across all channels at all times. This requires tools that are able to securely share data in real-time across teams, departments, and consumer-facing platforms. 

With the right customer engagement platform in place, service requests from any channel can convert into sales opportunities — and sales can easily route issues to service for prompt resolution. Chatbots, agents, or any other automation can then follow up.

The right customer engagement platform gives you a 360-degree view 24/7

76% of consumers expect consistent interactions across all departments. However, most agree that experience is disjointed. Many feel that it seems as though they’re not even communicating with the same company when dealing with different departments. Herein lies a massive issue with disconnection. 

A company with a rightly designed customer engagement platform will possess the cross-department finesse required to completely satisfy customers, whether via sales or service. This remains true throughout all customer journey milestones. The platform provides organizations the ability to tend to customer needs and highlight existing products and services, without increasing support overhead.

Service and sales can focus on the customer, rather than the incident or lead, with the right customer engagement platform.

  • AI integrations can proactively engage with site visitors. 
  • Intelligent routing can send customers where they need to go. 
  • Returning customers are recognized, and their up-to-date conversation history is available to all agents for personalized support. 

66% of customers believe companies should understand their expectations. Exceeding customer expectations, by making each interaction customer-centric, presents a unique differentiation opportunity for brands of all sizes.

Customer engagement platforms increase client conversions 

83% of customers expect to immediately engage with someone when contacting a company. Proactive chatbots on your site present visitors with more options to move forward in the client funnel and increase conversions. 

Team efficiency is increased with proactive bot solutions in place. Staff members have more time to focus on complex issues, and still remain available for anything an intelligent bot might route to them based upon the context of a chat. 

Today’s smart bots can save up to 30% in customer support costs, speed up response times, and answer up to 80% of routine questions. Trust and customer loyalty are fostered when website visitors are promptly addressed and satisfied.

Customer engagement platforms build client loyalty

While humans are creatures of habit, we have no qualms about moving to brands that treat us best. Brands need to continually exceed expectations to build a foundation of lasting loyalty. 

91% of customers who have a positive experience with a brand report they’re more likely to purchase from that brand again. A series of smooth and positive interactions between a customer and a company are the building blocks of a successful communication strategy that consistently builds client loyalty. 

Customer engagement platforms deliver more value to clients

 It’s necessary that you can meet new challenges with a leaner overhead. Your customer engagement platform should give you the power and flexibility to expand, scale, and pivot based on real-time customer data so you have the stopping power to meet these challenges head-on.

Analytics allow you to understand how and when clients engage with you. This understanding is essential so you can answer client questions quickly, adjust to their needs, and maximize staff utility. 

Multichannel delivery makes every facet of an organization shine and unlocks opportunities from an existing client base. Performance metrics and data analytics simplify reviewing your marketing funnels’ effectiveness and the efficiency of your team members.

Customer engagement platforms reduce churn

An often-quoted Harvard Business Study concluded that customer retention rates — even as slight as 5% — can increase overall profits up to 95%. It’s plainly less expensive to retain long-term customers than it is to acquire new conversions. 

The right customer engagement platform can automate retention strategies, such as industry-specific metrics tracking, so brands can analyze benchmark retention rates by industry and competitor. 

Brands who maintain strong omnichannel customer engagement retain close to 90% of their customers. The longer you exceed your customers’ expectations, the more brand loyalty is cemented. 

Aside from increasing profit. retained customers become brand champions, provide valuable feedback, and share their experiences with others.

Be where your clients are and cater to their needs

To compete in the upcoming post-pandemic world, it’s necessary for brands to be where their clients are and be able to cater to their needs. Always-on customer engagement potential increases the odds of every site visitor becoming a client, and every client becoming a loyal customer.

The right customer engagement platform provides companies the digital transformation needed to foster convenience, personalization, and empathy. The root of strong organic growth lies in building superior customer relationships.  

SnapEngage integrates seamlessly with your CRM, helpdesk, project management, knowledge base, and other database and workflow systems. We understand simplicity is key; we streamline the process for you to customize the perfect customer engagement platform for your brand. To learn more about using integrated chat tools and custom automation for your brand, schedule your free, personalized demo of the SnapEngage platform.

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Integrate SnapEngage Live Chat with SAP Service Cloud and SAP Sales Cloud to deliver exceptional customer experiences

Posted on by marketing

Eliminate silos with the world’s most powerful live chat integration for SAP

SnapEngage delivers the industry’s most trusted, most comprehensive live chat integration with SAP. We offer an enterprise-class digital conversation platform that integrates natively with SAP Service Cloud and SAP Sales Cloud (both part of the SAP Customer Experience suite). This powerful solution pairing is backed by our industry-leading customer support and is built for companies that are passionate about driving engagement and boosting satisfaction throughout the entire customer lifecycle.

Gain a unified view of customer engagement

SnapEngage’s robust integration with SAP Service Cloud and SAP Sales Cloud makes it quick and easy to engage, convert and retain customers. Capturing the right data is critical, but too often this process is tedious and manual. The SnapEngage integration with SAP automatically captures and maps the data that is most relevant to your business.

Each SnapEngage conversation flows instantly into SAP to deliver critical data insights and provide global customer service, support and sales teams with a 360° view of customer engagement. Send SnapEngage conversations directly to SAP and create and manage Tickets and Contacts (Service) or Leads (Sales) to eliminate silos and unify customer data.

Rapid, customized deployments drive immediate service and sales results

This integration is built natively on SAP’s most advanced API technology. The SnapEngage and SAP integration can be deployed out-of-the-box within a matter of minutes without the assistance of developers. SnapEngage offers one of the world’s most customizable digital conversation platforms that seamlessly connects with SAP and other tools in your existing ecosystem. The integration is deeply customizable and can be readily adjusted to support sophisticated customer engagement strategies for complex organizations.

Provide world-class customer experiences with SnapEngage and SAP Service Cloud

Customer experience has never been more important. Integrating SnapEngage with SAP Service Cloud equips service teams with all the tools necessary to boost customer satisfaction, engage with customers in a meaningful way and expand and retain your customer base.

Benefits of pairing SnapEngage with SAP Service Cloud:

Skyrocket customer satisfaction

Use SnapEngage to engage with your customers at the right place and the right time. Every time a customer interacts with a chatbot or human agent, instantly send all conversation data to SAP and automatically generate tickets to ensure optimal service, monitor customer health and decrease overall time to resolution.

Resolve inquiries faster and reduce cost-per-interaction

Automatically label conversations based on key criteria and map unlimited data captured by SnapEngage into default or custom SAP fields to kick off downstream workflows. Ensure your team always has critical customer information at their fingertips to resolve customer inquiries efficiently and reduce cost-per-interaction.

Delight with omnichannel experiences

Engage with your customers wherever they are in the channels they prefer. Send all SnapEngage conversations originating from web chat, in-app chat, SMS, Twitter, Facebook Messenger and WeChat directly to SAP Service Cloud for a truly omnichannel customer experience.

Convert more leads and increase revenue with SnapEngage and SAP Sales Cloud

Every interaction is a chance to form a lasting customer relationship. Use the SnapEngage and SAP Sales Cloud integration to ensure you make every conversation count and ultimately drive revenue for your business.

Benefits of pairing SnapEngage with SAP Sales Cloud:

Never miss out on key opportunities

SnapEngage ensures you never miss out on an opportunity to win a sale. Our chatbots and routing capabilities allow you to engage with prospects within seconds and you can maintain all data inside SAP for a comprehensive view of your sales pipeline.

Reduce time to close

Capture critical data to rapidly qualify leads and use it to connect prospects with the correct sales team or representative. Map custom data from SnapEngage into SAP to initiate downstream workflows, assign follow-up tasks to sales reps, convert more leads and reduce time to close.

Increase sales velocity and boost productivity

Increase win-rates and empower teams by streamlining and automating routine sales tasks so that your sales organization can focus on higher-value interactions. SnapEngage chatbots and advanced routing paired with SAP Sales Cloud solution lets your team foster meaningful connections while simultaneously increasing sales velocity.

Award-winning integration support and services

SnapEngage is backed by an award-winning Client Success and Support team that partners with you to understand your unique business and customer engagement goals. We’ll work with you every step of the way to ensure that your SnapEngage + SAP implementation is successful and drives measurable business results.

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SnapEngage vs HappyFox

Posted on by marketing

Using HappyFox?
You’re missing key chat functionality that enhances productivity and business processes.

Live chat should fit your business processes, not the other way around. SnapEngage delivers a value-rich, customizable chat experience that allows you to integrate chat as a part of your existing business processes. Complete the form below for a detailed demo on what SnapEngage can do for you.

SnapEngage Makes It Easier

Thousands of global customers agree that SnapEngage is more cost-efficient and easy to use with award-winning support to achieve your growth goals quickly.

Easy to get started

Let’s face it, as chat and chatbots have matured so has the complexity of the setup. Our award winning support and implementation teams make it easy and quick for you to realize your goals.

Meet your needs

Your chat, your way. Craft every detail of the conversation experience from the look-and-feel, routing, conversation behaviors, and more.

Onboarding and support

SnapEngage prides ourselves on our ongoing relationships with clients. You are joining a support network and our goal is to help you achieve your goals.

Flexibility and Customization

Don’t settle for HappyFox’s basic chat functionality when live chat is a necessity for businesses. SnapEngage offers a value-rich, flexible experience with advanced routing and automation capabilities. We also provide superior integrations with your CRM or Helpdesk to kick off downstream workflows.

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Award Winning Support

Need access to a support agent? No problem. We’re available on chat 3am EST to 7pm EST. Our experienced, industry-leading team is always happy to help. We’ve won multiple awards for our customer service and we love supporting our customers and helping them achieve their goals.

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Release Notes March 19th: New Guide Bot Features, Bug Fixes

Posted on by Jan Worath

Hello SnapEngagers,

We have released a number of improvements and bug fixes since our last release note with a focus on our Guide Bot.

Feature Updates

 

New Guide Bot assignment option for the pre-chat prompt

If you have multiple Guide Bots configured in your widget, you can now select a specific Guide Bot in the Design Studio -> Pre-Chat Form settings.

This prompt is displayed when the visitors click on the SnapEngage button and will display the first Guide Bot step content.

Agent integration mapping for Guide Bot

You can now map Guide Bot chats to be assigned to specific agents in your integration, with any integration that supports agent mapping. Just start typing the name of the agent in the integration field to get a dropdown list and select the agent.

You can configure this if you want all the chats from this bot to go to a specific account in your connected integration, similar to the human chat agent mapping.

Guide Bot – Page redirect feature

The Guide Bot now has a new action to automatically redirect visitors to a page on your website, in addition to labeling the chat. You can find this option by clicking on ‘Add another action’ below the Label field

Please note that the manual \goto http://www… command is no longer supported in the bot configuration.

 

Redact Social Security Numbers from transcripts

In addition to Credit Card numbers, you can now also automatically filter out Social Security Numbers from the chat transcript. The setting can be found in the Options Tab

 

Other updates

* We have improved the Labels report to show when more labels are available than the current filter view is displaying.

Resolved Issues

Hub

* Resolved an issue that impacted loading the Hub with IE11.

* Resolved an issue where bots were available in the transfer menu for agents.

Bots

* Resolved an issue where the proactive chat was not firing for the Guide Bot, if a line break was in the prompt message.

* Resolved an issue where default JavaScript Variable placeholders did not resolve correctly when configured in the Guide Bot prompt

* Resolved an issue where the bot did not recognize the hours of operation of other widgets on transfer.

Analytics

* Resolved an issue where some responded proactive chats were marked as not responded

Visitor Chat

* Resolved an issue where [Just a moment..] showed in the minimized view when reloading the page.

 

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HIPAA Compliant Digital Healthcare

Posted on by suzanneleigh

HIPAA Compliant Digital Healthcare in the Demand Economy

96% of Americans own a smartphone and are accustomed to the immediacy of the demand economy. Healthcare is no exception. Consumers will expect to communicate in real-time with primary care physicians and healthcare providers. To stay competitive, healthcare organizations require HIPAA compliant digital healthcare. 

The internet is king for determining answers to health-related queries. These searches can vary to be on everything from health websites to social forums, and even on social media. Today, is it common for consumers to seek answers online and use several digital devices to further assist in their healthcare questions and concerns. It is essential that healthcare groups adapt to these industry changes, and adopt HIPAA compliant digital healthcare standards, in order to stay ahead of the curve. 

According to a 2019 study by Stanford University, Center for Digital Health:

  • 44% of respondents tracked a health indicator using digital tools 
  • 56% discussed their tracking data with their physicians 
  • 66% selected a healthcare provider based on online reviews
  • 58% proposed a diagnosis to a physician based on what they learned online
  • 56% proposed a treatment plan to a physician based on what they learned online
  • 53% asked a physician to prescribe or discontinue a specific drug based on what they learned online
  • 82% want to control who has access to their health data
  • 81% want to know what health data has been collected about them

Digital Communication Enhances the Physician-Patient Relationship

Effective communication is critical in the physician-patient relationship. HIPAA compliant digital healthcare both enhances patient care and streamlines medical services. Test follow-ups, prescription refills, scheduling appointments, and simple health inquiries — are all significantly more efficient with digital communication.

However, even though most organizations have adopted some form of digital immediacy, the healthcare industry has struggled to keep up. The strict regulations required to protect Patient Health Information (PHI) imposed by HIPAA are necessary — but they do pose a barrier to adoption. Consumers want efficiency and convenience, but they also want personal information to be protected.

Bridging the Gap Between Compliance and Innovation

Technical innovators are seeking solutions that satisfy the expectations of digitally enhanced healthcare experiences and concerns about data privacy. As a result, HIPAA compliant digital healthcare solutions are rapidly evolving. 

For example, Amazon began searching for a HIPAA Privacy Officer two years ago. Last year, it purchased the online pharmacy PillPack, acquired Health Navigator — a healthcare start-up that provides online symptom checking — and announced a partnership with Warren Buffet and JPMorgan Chase to create healthcare solutions stated to benefit all Americans.

Even Amazon’s Alexa Voice AI is now HIPAA compliant. The Alexa Skills Kit assists patients in performing healthcare needs from home through voice assistance. Certain Covered Entities (providers) and Business Associates (3rd parties) subject to HIPAA were invited to build Alexa’s skills. These skills include the ability to transmit and receive PHI (Personal Health Information) in a HIPAA governed environment. Ultimately, Amazon is engaging developers to expand Alexa’s skills so any consumer can perform functions from their home that previously required an office visit.

The Future of Healthcare is Digital

The race is on for HIPAA compliant digital healthcare services. As technology advances, consumers frustrated with traditional healthcare service protocols are exploring options with providers that employ the latest HIPAA compliant healthcare digital communication tools. Contemporary consumer preference favors healthcare experiences that are convenient, meaningful, and available on their most accessible devices — their phone and personal computer. 

Digital tools that support HIPAA compliant digital healthcare in real-time communication on mobile devices — such as HIPAA compliant SMS-to-Chat functions — are rapidly developing and entering the healthcare market. These tools give patients more options for convenient care. They can eliminate unnecessary appointments for test follow-ups and prescription refills, streamline intimate physician-patient communication, and significantly improve overall patient satisfaction. 

The future of healthcare is digital. Platforms that drive patient engagement and improve operational and administrative efficiencies will become the norm. Healthcare organizations will struggle to compete that lag in enacting digital solutions and functionalities. However, the healthcare organizations that adopt HIPAA compliant digital healthcare solutions today will retain patient loyalty tomorrow. 

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Integrate SnapEngage with your CRM in 5 Minutes

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SnapEngage has many native integrations with some of the most popular CRMs such as Salesforce, Microsoft Dynamics, SAP, and more.

SnapEngage’s custom mapping feature allows you to capture any data point and map it directly to your CRM from your chat with an online visitor. No copying data from chat transcripts and no toggling back and forth from chat to CRM. 

Watch this video on how to integrate SnapEngage with your CRM!

There are 6 key data points that can be set up in under 5 minutes. These data points will be the foundation of your mapping that can then be built upon over time. 

  1. Email

  2. First Name, Last name

  3. Company

  4. Phone

  5. Source of lead/contact/case/account

Mapping some or all of these data points for each chat will provide enough information to follow up with a chat visitor and know where the source of this new contact came from. 

Email – SnapEngage detects email address and automatically maps that to the CRM

First Name,Last Name, Company, Phone – Go to the “Hub” tab in your SnapEngage Dashboard,  click “Add Label” for “First Name”, “Last Name”, “Company”, and “Phone” we recommend making the first name a “required” label, meaning that your agent has to provide this information for each chat, the other labels can be optional. 

Source – Use the “Text” option under “Source Type” in the “Integrations” tab to map “Live Chat” to a Lead Source field. This will allow for future reporting within the CRM to know how many Leads, Contacts, or Cases are coming from your live chat. 

Note: Most businesses have customized their CRM, this means that there can be required fields that need to be filled out in order for the integration to map.

Schedule a free 15 minute CRM integration strategy session!

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