Customer Conversations | A Chat with Tim Chingos of Wrike

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Who is Wrike?

Productivity is the result. Market-leading project management software is their product. Changing the way businesses are working is what they do. Effective and efficient customer service is how they do it.

They are Wrike, a SaaS technology firm that is praised for their innovative and flexible software, as well as for the continual support they provide to their customer base.  When it comes to software, support is a key component to having happy customers, and Wrike has found the best way to provide that is through the use of SnapEngage’s live chat service.

Since 2011, Wrike has relied on SnapEngage Live Chat to help them deliver exceptional customer service and enhance their sales strategies. We recently spoke with Tim Chingos, Manager of Customer Operations at Wrike, master juggler, and self-described Husband of the Year.

Used around the world, more than 30% of Wrike’s customers are international. A business like Wrike requires a chat solution that can scale globally, and SnapEngage delivers. Wrike loves the fact that SnapEngage allows prospects, near and far, to connect with them in real-time. They also enjoy that SnapEngage gives their agents immediate insight into which area of the world their customers are chatting from, which has helped them to accommodate cultural differences and norms, tailoring each experience to every single customer. His non-native English-speaking agent team also loves the Sneak Peek feature, which gives them more time to formulate responses during a chat.

Wrike_Grid2Tim is acutely aware of the positive impact that SnapEngage has had on Wrike. Wrike first used live chat for customer support and has recently branched out, adding chat to their sales efforts as well. Tim spearheaded this project and loves the fact that SnapEngage is so easy to setup and use. To further enhance sales efforts, the sales team uses SnapEngage’s Salesforce integration, which Tim describes as “phenomenal.” His team enjoys the seamless integration and the custom field mapping, allowing them to send data on leads directly from SnapEngage to Salesforce after a chat.

The response from Wrike’s customers since implementing SnapEngage has been overwhelmingly positive, and customers are consistently impressed by the speed and availability of customer support due to live chat. Tim noted that “…live chat has to be part of [Wrike’s] support strategy, [Wrike’s] customers expect it.”

Wrike prides themselves on delivering excellent customer support, and they expect nothing less from their live chat provider for their own support needs. The Wrike team loves the consistent and quality customer support they receive from SnapEngage whenever they encounter an issue or have a question regarding their account.

Wrike also agrees that SnapEngage is strong in its simplicity. The user interface of SnapEngage is simple and intuitive even for non-technical individuals, which allows Tim and his team to resolve issues over chat around the clock without the need for extra help from their IT department.

Stay tuned for our next customer conversation, coming soon!

Announcing the new Chat Monitor!

We have completely overhauled our Real-Time Chat Monitoring system to make it easier for you to understand all your chat activity at a glance. Whether you have one widget or many, we have a monitoring page for you.

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And what’s more, you can grab a link to share with your team which removes any sensitive, identifying information about your visitors. Try putting your monitor page up on a big screen somewhere in the office, or share the link with each of your agents so the whole team can monitor your widget’s chat activity together. Chats waiting in the queue will be bright red dots, so you’ll always know when you need to pull one of your agents off pause to handle the overflow!

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If you’re not sure what each of the colors mean, feel free to check out the Legend in the top right corner!

The “Multi Monitor” also gives admins the ability to see details about every chat currently in progress, including links to the active chats’ transcripts. On the Multi Monitor view, you can also re-order the list of widgets to bring your most active widgets to the top of the view. By hovering over the “Agents Mini View” on the right side, you can also see a summary showing which agents are online and which are paused on any given widget.

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For a more thorough explanation, feel free to check out the Intro to the Chat Monitor guide on our Support Knowledgebase!

Introduction to our New Security Settings

Nothing can bring a real sense of security except true love. We do love you, for sure, but in a world of complex threats we want to, tangibly, offer you a secure service as well.

That is why we’re proudly introducing our new Security Settings!

Our conscious developers’ team has been working during the past few weeks on a series of configurable settings that will protect you more effectively against any malicious hacking and mischiefs. As the account owner, you – and only you- will now have actual control on the security of your SnapEngage account.

*The new security settings are available on premier, unlimited and enterprise accounts.


Password Rules

The security of your team’s passwords is by all means imperative for the overall security of your account. You are, now, able to choose among and combine a series of password requirements that will add up to the password complexity and increase the difficulty of password cracking.

Being safe is good but being paranoid with safety could drive your team crazy since every time you increase the requirements of your passwords all your users passwords will be expired. For your users’ sake, keep this to a minimum!

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Password Complexity

Your password complexity can be based on four different elements; namely  length, mIxed caSE LetTers, special characters! and user information. 

Length

Each added character in your password increases exponentially the time it would theoretically take for it to be cracked. ‘alongerpassword’ would be harder to crack than ‘password’. Thus, you can require your users to set their password using a certain number of characters.

Require letters in mix case

By requiring your users to combine both upper case and lower case characters also improves the password strength. In such a case ‘notsafepassword’ would not be accepted but a ‘safePassword’ would have to be used instead.

Require at least one special character

Can question marks strengthen your password? Yes they can!!! Exactly as exclamation marks can also do. So, require your users to include at least one special character (non-alphabetic and non-numeric) in their passwords and instead of having a ‘notsafepassword’ to create a ‘safepassword!’ or a ‘safe+password’. With so many special characters one can be quite creative ;-) .

Password cannot contain user information

If someone tries to guess your password, it is more likely than not that they will also try to get information from your users login. This is common practice for hackers because it is also a common for users to include elements from their login in their passwords in order to, more easily, remember them. That is why you should make sure that your users are not using parts of their login information in their password. Thus, if you log in your SnapEngage account with the email: name.surname@domain.com, you  would not be allowed to use neither ‘name’ nor ‘surname’ in your password.

Password Handling

Besides the password complexity per se, there are more tools at your disposal which can increase your account’s safety, the first one of them being the password originality.

Require password originality and forbid password reuse

Why prohibit password reuse? -Because of risk mitigation and human psychology.

Imagine that you become aware of a password leak in your administration. The first and easiest thing to do, would be to ask your account owner to reset all user passwords. Nevertheless, we, humans, tend to be wary of changing our passwords. Many of us would actually decide to just  set our old password as our new one again; this however, would render the safety action of resetting all passwords useless. To make sure this does not happen, you can disallow password reuse when a user renews their password.

You have the option to either not allow any password that has been used during the last 1, 6 or 12 months or any of the 5-8 most recently used passwords.

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*If the two password settings get compared, we would consider the ‘x last passwords’ option more secure than ‘passwords in the last x months’.

Password expires automatically

By using this option you obligate your users to renew their password on a recurring basis (every 1,3,6 or 12 months).

Lock account after a number of failed login attempts

We are no robots and same applies for you and your colleagues. As humans, we all make mistakes and we are entitled to forgetting one of the many passwords that we are required to use in our everyday life. Many of us use multiple email accounts – personal and professional – Facebook, twitter and other social media, credit cards etc.These are many passwords and pins that we need to remember.

Nevertheless, many failed attempts to log in an account could also mean that somebody is trying to hack it. Thus, after a certain amount of failed attempts you can have an account locked which will then be unlocked again after a certain amount of time (except if specifically required to be locked permanently) or manually from the admin dashboard.


Access Rules

To, even further, protect your account, you can allow restricted access to SnapEngage based on IP addresses. You can either give specific IP addresses or use wildcards.

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For more details on the Access rules please click here.

Deactivate an agent’s account due to inactivity

Automatically deactivating an agent’s account if they haven’t logged in for a set amount of time is another additional safety measure that you can decide to use.

 

Whatever the settings that you decide to use are, please remember that the basic rule is to always play it safe. It might get a bit uncomfortable at some point but it can save you from a lot of trouble later.

 

 

Open API Integration Now Delivers JSON

For those who are unfamiliar with the SnapEngage Open API, this is a service we provide where a SnapEngage customer can register a URL which will receive support requests represented as a JSON object.  What this means is that you can integrate SnapEngage into your own system without any work other than configuring the Open API integration.

How To Configure the Open API Integration

In the SnapEngage widget configuration, under the “Integrations” tab, select “Open API” and enter the URL of where you want to receive the support request JSON object.  A POST will be made to this URL when a new offline request or live chat is processed by SnapEngage. Once you are done making changes, just make sure to click the “Save” button.

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What Happens Next

Once the API is activated, whenever a new support request is received, SnapEngage will automatically send a POST transaction to the URL specified in the Open API configuration. The transaction will provide details about the support request as a JSON object.

For further information please see our POST API doc

SnapEngage Accepts the ALS Ice Bucket Challenge

SnapEngage was nominated by our good friends over at Survey Gizmo to do the ALS Ice Bucket challenge.

ALS Ice Bucket Challenge via Twitter

So naturally we accepted!

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Icy Doom

The idea of dumping buckets of ice cold water on a colleague sure sounded like a great idea and having an “excuse” to do just that was icing on the proverbial cupcake. We rushed out and bought a bunch of buckets and were fully intent upon dousing each other with copious amounts of bone chilling water. You could literally hear the ice cubes clinking out their ominous promise of a frigid shock to the nervous system when our CEO Jerome Breche (obviously the most likely target) raised his hand, causing the advancing horde of ice water laden buckets to pause their approach… (more…)