[Case Study] Hootsuite Reduces Tickets and Boosts Customer Satisfaction with SnapEngage Live Chat

How Hootsuite elevated and streamlined their customer support with SnapEngage Live Chat

This case study tells the story of how one SnapEngage client was able to dramatically increase their customer satisfaction and efficiency alongside exponential growth in support channel volume, all without increasing their team’s headcount at the same rate.

Hootsuite, the most widely used social media management platform, was founded in 2008 and since then has amassed over 13 million customers in over 175 countries, 2500+ of which are Enterprise customers which comprise 800+ of the Fortune 1000.

Teri Bayrock HootsuiteTeri Bayrock
Senior Manager of Customer Support Operations at Hootsuite
Teri shares her story of integrating live chat into their support channel offerings and the overall impact that it has had on response time, ticket reduction and customer satisfaction. (more…)

SnapEngage Named Colorado Companies to Watch Winner

SnapEngage Recognized Among Top 50 Second Stage Companies in Colorado

CCTW awardWe’re excited and honored to announce that SnapEngage has been named a 2016 Colorado Company to Watch. Colorado Companies to Watch honors second stage companies that develop valuable products and services, create quality jobs, enrich communities, and create new industries throughout Colorado. SnapEngage was one of 50 winners selected from over 1,000 nominations.

“We are honored to be recognized among such elite company in the Colorado business community,” says Jerome Breche, Co-Founder & CEO of SnapEngage. “I attribute our company’s success to our amazing team who continue to drive and inspire me every day. On behalf of everyone at SnapEngage, we congratulate all the other winners and thank the award committee for this presitigious accolade.”

A few SnapEngage team members had the privilege of accepting the prestigious award at a gala awards dinner in Denver on Friday, June 17th. The night offered winners, business leaders and community ambassadors the opportunity to take a break from helping fuel Colorado’s economy and come together to celebrate each other. Governor John Hickenlooper delivered the keynote address, commending all of the winners and inspiring each of us to continue to dream big.

“We are pleased to recognize SnapEngage for their outstanding contribution in fueling the economic fire of Colorado. Thank you SnapEngage,” says Sean Nohavec, Colorado Companies to Watch Board Chairman. (more…)

Improved Visitor Chat History in the Chat Portal

Introducing a more complete and accessible chat history for agents

closed chat historyAgents are no longer limited by their Chat Portal browser session to access their recent closed chat history. Our newest release makes visitor chat history more readily available to agents within the Chat Portal. While complete chat transcript log history remains restricted to the Account Administrator, we recognize that agents often need to refer back to recent visitor chats to view what was said and plan follow-up actions.

The new ‘Closed Chats’ tab within the Agent Chat Portal displays a history of all visitor chats that occurred over the past two days, chronologically ordered from most recent to oldest. So now agents can easily scroll through recent chats, click on a chat session and view the complete chat transcript right in the Chat Portal window. (more…)

Why We Believe In Company Retreats

What we’ve learned from doing almost 5 company retreats

One of the highlighted employee perks at SnapEngage is the annual company retreat in ‘exotic locations’. [Sidebar: This year we’re heading to Maine, so depending on your background, this may or may not fit into the ‘exotic’ category, but nevertheless, it’s a beautiful place to visit!] Past locations include: Dominican Republic, Mexico (twice) and Iceland. But the retreat is so much more than a perk.

The obvious benefit of the retreat is that it provides an opportunity for our two geographically divided teams (from Boulder and Berlin) to really come together and connect, beyond our daily video conferences.

SnapEngage Company Retreat

How the retreat benefits our clients

Aside from the team-building benefits, our true intentions for the retreat center around enhancing our client experience. We know that our success hinges on the success of our clients. So we take a few days out of the day-to-day office environment to celebrate successes, reflect on shortcomings, discuss short-term planning and strategize our long-term vision. (more…)

The Future of Customer Experience [INFOGRAPHIC]

The Top 8 CX Trends in 2016

If you have an amazing intro video and the follow up is terrible. FAIL.
If the marketing is amazing but your fulfillment ducks aren’t in a row. FAIL.
If the package ships and it’s not what was promised. Yep, FAIL.

Crucial touchpoints can make or break your company, and it’s one and done; you don’t have a second chance.

Customer experience is a competitive advantage, and failing is not an option.

So how do you adopt and champion a customer experience strategy that focuses on the needs and wants of your customers? You can start by taking a close look at current and emerging buyer behaviors.

Our friends at The Service Manager put together this infographic noting some of the most relevant customer experience trends that businesses should plan for. (more…)