New and Improved Live Chat Analytics

More intuitive display and additional agent performance reporting

These days, every strategic decision is a result of how we interpret data, which is why we have made some recent enhancements to your Live Chat Analytics. These updates include more user-friendly displays and additional agent performance reporting capabilities.

Overview Breakdown Report

SnapEngage’s Overview Report is intended to provide a high-level view of chat activity within a given timeframe. This homepage of your Analytics Dashboard shows a breakdown of online v. offline chats, and of those incoming chats, how many were proactive v. reactive (manual online) and responded v. not responded.

live chat overview report

In addition to a more intuitive display of your incoming chat breakdown, we’ve also added a new donut chart that provides an instant snapshot of your chat activity so you can more easily identify trends and areas for improvement.

Agent Transfer Reports

SnapEngage’s new Agent Transfer Reports provide a breakdown of chats transferred between widgets and agents, along with agent reassignments and failed transfers. These reports are intended to provide insights into widget setup and agent performance.

Live Chat Agent Transfer Reports

For instance, suppose you are seeing frequent transfers between your sales and support widgets. This could indicate a need to evaluate where your sales and support widget codes are installed on your website pages. Or maybe there is a lot of transfer activity from certain agents. This could be a sign of an agent being set up on a proactive chat that they should not be on.

Stay tuned for more enhancements to your live chat analytics, and let us know of any additional reporting feedback or requests.

(By the way, if you want to hear more about the importance of data and closed loop marketing, check out my recent interview with Bedrock Data here.)

HIPAA Compliant Live Chat Support for Healthcare Open Enrollment

Delivering better healthcare support through real-time communication

For U.S. based individuals and businesses, November 1st marks the beginning of 2016 Open Enrollment on the Health Insurance Marketplace. Each year from November 1st through January 31st (with varying coverage deadlines in between), millions of Americans scramble to evaluate their health insurance needs and shop new and revised plans available through the state-guided health exchanges.

For healthcare-related businesses, this short window presents an influx of questions, activity and opportunity that requires increased support resources. Live chat is an excellent tool to get consumers’ questions answered efficiently and effectively.

live chat for healthcare

Key benefits of live chat for healthcare

More Personal

While live chat software provides a lot of powerful technological capabilities, its effectiveness ultimately comes down to human connection. Consumers want to speak to qualified representatives who display a genuine interest, especially when it comes to the world of healthcare. In the world of healthcare, communications can be personal and emotional. Using agent photos and human communication in live chat conversations can go a long way in establishing trust with your website visitor.


When comparing live chat with other support methods, mainly phone and email, it’s easy to see why many businesses are transitioning to live chat support services. Live chat tools allow agents to seamlessly handle concurrent conversations, often communicating with 3-5 visitors at a time (numbers vary based on agent skills and comfort level). Furthermore, you can avoid many of the delays, follow-up and subsequent customer frustration that accompany phone (automated systems) and email communications.

Integrate with other technologies

Powerful integrations allow you to work with the systems that you are already using. Send, track and manage live chat transcripts within your CRM, Help Desk, Project Management and other tools to keep all of your client interactions in a single hub. More advanced API integrations are also available for custom integrations to fit your specific needs and goals.

Convenient & Immediate

Perhaps the most obvious benefit of live chat is the ability to instantly answer your visitors questions, sometimes even before they have to ask (see proactive chat). In this increasingly connected world, consumers expect on-demand service and will often move onto the next provider if there’s a delayed or no response.


HIPAA Compliant Live Chat

When dealing with Protected Health Information (PHI), you need to be sure that you remain compliant with the U.S. Health Insurance Portability and Accountability Act of 1996 (HIPAA). SnapEngage provides secure HIPAA Compliant Live Chat services that adhere to the data handling mandates outlined under the federal protections.

For more information on how SnapEngage’s HIPAA Compliant live chat services can benefit your business, click on the link below.

HIPAA compliant live chat for healthcare


7 Ways to Prepare Your Live Chat Team for The Holidays

Maximize Your Holiday Sales Potential

Live Chat Holiday PrepDon’t blame the messenger … only 37 days until Black Friday, 40 days until Cyber Monday, 46 days until Hanukkah, 65 days until Christmas and 66 days until Kwanzaa. Ok, deep breaths! No need to panic just yet, but time is a tickin, so let’s get your live chat team prepared for holiday sales success.

Here are some quick tips to make sure you’re set up to hit the ground running come Black Friday.

1. Evaluate your staffing needs.

Your live chat software is only as effective as the humans behind it. Plan ahead by looking back. Use analytics from previous holidays to determine high traffic days and times so that you can properly hire and staff your business to handle the holiday rush.

live chat traffic report

But it’s not just a numbers game. If you need to hire reinforcements, be sure to seek out talent whose skills and communication style align with your organization’s needs and culture. Don’t forget to allow plenty of time for proper agent training on all of the features available within the live chat portal.

Add Chat Agents

2. Establish agent priority tier settings.

Agent priority tiers allow you to route incoming chats to a designated group of agents first, and when they reach their maximum chat volume, routing will move down to the next tier of agents and so on. This may be especially helpful if you are bringing in staff members who do not typically handle chats as backup agents during the holidays. (Note: This feature is available on Plus and higher plans.)

If you’re looking to maximize efficiencies with more advanced chat routing capabilities, check out our Routing by Tag Configuration feature. (Note: This feature is only available on Premier Plans, but perhaps a short-term upgrade might make sense for your team?)

3. Audit proactive chat rules and messages.

We never advise taking a set-it-and-forget-it approach to your proactive chat settings and messages. While we recommend ongoing optimization throughout the year, this is especially important leading up to high traffic periods on your website.

Think about creating customized holiday messages around specific product categories or special promotions. Also be sure to set up one (or more) delayed proactive message(s) within your checkout process to help reduce cart abandonment.

4. Prepare holiday-specific shortcuts.

We’ve said it time and time again… In the live chat environment, response time is paramount! One easy way to help reduce agents’ average response time is to configure shortcuts for common responses.

Try to identify frequently asked questions, such as “What are you holiday hours?” or “What is your holiday return policy?” Then create shortcuts to cut down on agents’ typing time. Don’t forget the short holiday greetings (i.e. “Happy Holidays! How may I help you today?”). It may seem insignificant, but every keystroke saved is time that can be spent making more sales.

holiday live chat shortcuts

5. Configure Secure Data Transfer settings.

Help ease the path to purchase by enabling the Secure Data Transfer feature (available on Plus and higher Plans). This feature allows agents to quickly and safely collect credit card information (and other forms of sensitive information) right in the chat window. Beyond purchases, this feature can be especially helpful in resolving billing issues and facilitating returns and exchanges.

credit card transfer live chat

6. Consider adding SMS-to-Chat for the busy season.

Give shoppers yet another touch point to engage with your team. With text messaging quickly becoming the preferred method of communication across all demographics, the SMS-to-Chat feature allows prospects and customers to reach your team by sending a text message from any mobile device. Those SMS messages will then appear in the chat portal for your agents to reply, sending an SMS right back to your visitor’s handheld device.

SnapEngage holiday chat templateNOTE: SMS-to-Chat is an additional $25/month per widget for unlimited text messages. Currently only available in the U.S. and Canada.

7. Get in the holiday spirit with a custom chat window.

Customize a special edition holiday chat box (or use our pre-formatted winter theme – see image to the right). Combine your creative design with clever proactive chat rules and messaging to engage your audience and allow your agents to lead them down the path to purchase.

Learn more about creating your own unique chat window design.


Need more assistance in preparing for your holiday sales rush? We’re here to help!

Chat With the SnapEngage Team

How to Boost Sales with Live Chat

Intelligent Tagging for Live Chat Routing

Instantly Connect Website Visitors With Your Most Qualified Team Members

Live chat enables real-time engagement with website visitors at the precise moment they have questions, even before they have to ask. It’s all about timing and immediacy. How quickly are you able to meet that visitor’s needs so they can accomplish what they came for and be on their way?

But getting visitors to engage with live chat is only the first step. Once they engage, it’s important to get their questions answered quickly and efficiently, and this begins with connecting them to the appropriate members on your team. How much time does your team spend transferring visitors between agents? (Hint: Take a look at your transfer reports to gauge agent-to-agent transfer activity.)

Live Chat Routing by Tag

SnapEngage has introduced a new advanced feature that enables routing of chats to the most appropriate agent based on skill set, language, specialty, department, product, team, geography, support level – You name it!

The new routing by tag configuration allows you to assign relevant tags to your agents and associate those tags within your widgets via the javascript api or through proactive chat rules.

NOTE: This advanced feature is currently only available on SnapEngage Premier Plans.

Want to see how you can benefit from enabling Agent Routing by Tag?

What the EU’s Denouncement of Safe Harbor Means for SnapEngage Live Chat Users

With offices in Germany and the United States, SnapEngage serves a broadly international client base. So, how does the recent announcement by Europe’s highest court regarding US-EU Safe Harbor terms affect SnapEngage?

Safe Harbor Terms No Longer Apply

How the Safe Harbor Ruling Affects Live ChatIn a seemingly sudden and surprising ruling on Tuesday, the European Union’s highest court denounced the US-EU Safe Harbor agreement that has been in place since 2000. Safe Harbor terms provided by the U.S. Department of Commerce were accepted by the European Commission in 2000 to address the issue of privacy with personal data transfers from the EU.

In Tuesday’s ruling, the European Union Court of Justice found the protection protocols contained in the Safe Harbor terms to be insufficient and illegal. However, uncertainty should not breed panic just yet. The U.S. Department of Commerce and European Commission have been working for some time to amend the old Safe Harbor framework and this decision serves to hasten the release of new legislation resulting from these negotiations.

How Does This Affect SnapEngage Users?

There is still a great deal of ambiguity surrounding how this ruling affects businesses who deal in the collection, use and retention of personal data from European Union member countries. While we wait on further compliance details to be released, SnapEngage already has separate server infrastructure in the U.S. and Europe to accommodate our clients’ needs in adhering to local privacy and data protection mandates. The SnapEngage application also offers varying security and privacy settings that can be customized to each client’s specific requirements.

If you’d like to discuss your specific data handling requirements or get more details on European hosting solutions,  EMAIL US or CHAT WITH US.