New Bizible Integration for ROI Tracking and Marketing Analytics

Hello friends!

The folks here at SnapEngage have teamed up with a few friends over in Seattle and together we’ve cooked up a little something that is sure to cheer you up during these dark, frosty days (No, it’s not a box of chocolates. You’ll have to wait until the 14th for that).

We are excited to unveil our new integration with Bizible Marketing Analytics!

For those of you Salesforce users out there, read on. This new integration allows savvy marketers to combine the power of SnapEngage live chat with the marketing insights of Bizible, all within your Salesforce leads.  Continue reading “New Bizible Integration for ROI Tracking and Marketing Analytics”

SnapEngage Chat, Now Live in the SAP Store

We are very pleased to announce our newest integration with SAP and specifically the SAP Business ByDesign CRM. For those of you unfamiliar with SAP Business ByDesign and the SAP family of “Line of Business” applications, feel free to pop on over to the SAP Insider to learn more: “End-to-End Business Processes in the Cloud – A Tour of Today’sBusiness ByDesign” for some background that explains the solution.

Current SAP Business ByDesign customers can subscribe to SnapEngage from the SAP Store.  Configuring the integration is easily done by logging  into your account and heading right over to the Set Destination Tab, then click on the SAP logo. Once you input your credentials you will be all set to start sending your chats directly to ByDesign as well as knowing more about your visitor when they come to chat with you.

As always we love to hear from you, please leave any comments or questions below or hit us up on chat. We are super excited to be the first cloud App from Google App Engine available for licensing  on the SAP Store.

Announcing Agent Mapping for SalesForce, zendesk and desk.com!

January 27, 2012

It is always good to keep things connected. The song, “The knee bone is connected to the leg bone, the leg bone is connected to the metatarsal bones…” sure helped me in medical school and showed me the importance of interconnectivity. (I know you are humming the song now) One way that is very important when using SnapEngage and an integration like SalesForce, Zendesk or desk.com is to make sure that the chat is connected to the proper agent. In the past we had a few work arounds that involved a couple extra steps for the admin including doing the hokey – pokey and turning themselves around.

WELL NO MORE! We have put such schoolyard antics aside and now you can synch your agents directly with the integration of your choosing in one fell swoop.

To map your agents you will go to your Live Chat tab and hover your mouse at the end of the input field, right after the telephone configuration for the call me feature. In this example you will see the Zendesk logo appear and a field to start typing in your agent’s name, as soon as you begin typing we will look for all matching agents and highlight the names for you. Look at that, it found me after only 3 letters!

For an desk.com example click below 

For a SalesForce example click below 

Now possibly the most important part, don’t forget to click SAVE and you are all set.

Yes it was really that easy, now going forward when your agent has a chat we will automatically connect them to the conversation and they can follow up directly.

As you can see here Mr. Ninja is letting me know I have a few new cases to take a look at in Assistly that were generated from chats I had directly. Another great way to make sure I’m providing world class customer WOW!

You can even use custom data mapping and tagging to extend those functionalities even further, don’t forget your commands on the fly! We are proud to be keeping you more connected to your customers and now your helpdesk than ever before! Stay tuned for many, many more exciting developments in the coming months.

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Announcing SnapEngage FaceBook Chat App: FaceBook now with twice the Social

We all know the benefits of using SnapEngage on our websites.  We are adding a human touch, a friendly hello and reaching out a helping hand; you know being social. Wouldn’t it be great if we could offer this same level of human interaction on places other than our website, you know somewhere REALLY social… somewhere like FaceBook? Ah FaceBook, currently the reigning champ of social media with more than 800 million active users! Of those users more than half log onto FaceBook EVERYDAY, and on average each user is connected to 80 pages (one of them might be yours). That is a very active, very powerful social group of people that probably want to chat with you, right on the page they visit on a daily basis…but unfortunately they can’t, or can they?

Take a moment and think about why your business even has a presence on FaceBook (other than the fact that 96% of small businesses already are!) You have a website and you want to drive traffic to your site but with more and more people spending time on FaceBook that’s less and less time they are spending on your website. A Facebook page is a great way for you to communicate with your fans and hopefully they will post and comment in return. Facebook pages are increasingly being used as an additional outlet for customer support and a way to drive traffic back to your website. With all the great features available to you as a page owner one thing that has been seriously lacking is the ability to have a one click chat capability, until now. Back in April we started working on a one click chat plugin for FaceBook based on suggestions from you, our amazing customers! In May of this year we secretly rolled out the plugin and there was much rejoicing.

Customer reception has been amazing, sales teams are ecstatic about the ability to capture interested leads via FaceBook and bring them back to the website via co-browsing. Customer supports teams have been doing the happy dance now able to interact directly with customers wherever they are and provide world class WOW!  Your custom chat forms even work directly in FaceBook, just take a look at what SkySlope did on their fan page.

Installing the SnapEngage Facebook plugin is actually quite fast and easy! Existing customers will login to their SnapEngage account and head over to the plugins tab, then click the Facebook image. You can find more detailed step by step instructions in the Facebook fan page live chat plugin help document as always feel free to come chat with us if you have any questions.

FaceBook is undoubtedly one of the most successful social platforms on the web today.  Now with the SnapEngage chat app for your pages you just became 100% more social. If you don’t have a SnapEngage account yet remember we do offer a free 15 day trial if you would like to test it out or share with a friend.

~Photo courtesy of Flickr user Snugg~

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Ancient wisdom and a new integration, meet LeadFormix

Sun Tzu a 6th century Chinese General once said, “If you know others and know yourself, you will not be imperiled in a hundred battles”. Sometimes doing business feels a little bit like you are sauntering out onto the field of battle ready to tackle an enormous force rallied against you. When faced with such a challenge it always helps to be prepared and level the playing field anyway you can. If you are an intrepid general then you already know the power that is SnapEngage and wield it with strategic fervor. Now what about knowing others? Thanks to a new upgrade in your SnapEngage arsenal now you can know even MORE!

We are pleased to announce our newest integration with LeadFormix. “Hold the press!” you say, “just what is this LeadFormix aside from having a really cool name?” Well why don’t I let them tell you a bit more:

LeadFormix is a highly proactive, cloud based, B2B Marketing Automation 2.0 platform that helps identify and create sales opportunities by measuring visitor intent. It provides unmatched actionable intelligence to qualify opportunity accurately and provide a scalable solution for targeted response, using a state of the art data mining engine

Well if that doesn’t sound like a battlefield upgrade I don’t know what does! Now at the start of your chats you will automatically receive detailed company information like address, phone, website, # of employees and industry.

To enable LeadFormix with you SnapEngage account simply go to the Plugins section in your SnapEngage account:

  1. Click on the LeadFormix logo
  2. Check the box to enable the integration
  3. Put in your LeadFormix Username and API Key
  4. Click Save

It is as simple as that, now go win!

SnapEngage + Join.me Chat and Screen Share Join Forces

We have been very busy over in the SnapEngage laboratory cooking up all sorts of exciting new features, integrations & plugins. Thankfully we have managed to keep the explosions to a minimum *this time*. From this magic mix of toil, sweat and creativity we have given life to our latest plugin! Today we would like to invite you to join us in welcoming join.me!

Now you are most likely asking yourself, “Self, what is join.me?” Well let me tell you, join.me may be the simplest screen share app we have ever met, period. Direct from their site:

“It’s an impromptu online meeting space, the opportunity to share your screen to collaborate, meet, train, demo or show-off, and the last two words in an invitation. join.me

I don’t think I have to tell you just how awesome chat + screen share is. In the history of matches made in heaven there is peanut butter + jelly, peanut butter + chocolate, peanut butter +… well you get the idea and then there was SnapEngage + join.me.

Here you can see Jerome showing a customer his back end.

With the join.me plugin you can now start a screen share directly from a chat with a visitor. There are actually two ways you can use join.me:

  • 1st you can use share to start a join.me session with your website visitors. (Places the agent in control of the visitor’s screen)
  • 2nd you can use view to provide your website visitor with a join.me screen sharing link. (Allows the visitor to share his screen with the agent)

To get started using this great plugin simply login to your SnapEngage account and go to the “Plugins” tab. If you don’t yet have a join.me account do not fear we have included a link to sign up for their free trial.

As always we want to hear from you, how do you think join.me will impact your business? What cool creative ways will it allow to you to provide awesome customer service?

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What’s New

Thanks for stopping by and checking out what’s new with SnapEngage. We have a few new developments to reveal!

Some of you may have noticed this mysterious new icon in the set destination tab.

We have good news for our Auto Dealerships out there. SnapEngage now integrates with Auto-lead (ADF).

To start using it, simply select Auto-Lead (ADF) in the “Set Destination” tab and configure.

Speaking of the destination tab, are you currently using Highrise as your destination? Have you always wished you could use your CRM and still send chat transcripts to email, or at least have the choice? Well we listened and your wish has been granted; now you can. Here is an example of the new option in the Highrise integration:

Localization Updates: We are happy to announce that we have added Korean to our list of supported languages and made some corrections and updates to a few existing ones based on feedback from users.

We have also corrected an issue with Hebrew language localization and now properly tracks from right to left.

If you have been itching to try the Skype integration now is a great time. Under the “Live Chat” tab you can now input your Skype User ID in the configure agents field.

We have many more exciting features planned this year. Keep an eye out for new integrations, new plugins and new functions coming soon!