March 2nd, 2015 Release Notes: Post-Chat Survey Changes

Hello from bright and snowy Boulder!

We have made a couple of snazzy UI changes to the post-chat agent survey that your visitors see after a chat has been ended or timed out. (To offer your visitors the post-chat agent survey, please make sure you have enabled this feature in your dashboard by going to Settings -> Options -> Agent Survey).

  • The survey now appears directly beneath the chat transcript after a chat has been ended or timed out. This allows the visitor to scroll up and view the chat transcript after their chat has ended.
  • We’ve also added some animations: The visitor’s chat box will autoscroll down to view the whole survey. When the visitor clicks to “Submit” or “Cancel” the survey, the survey will fade out and the chatbox will stay open for the visitor to view the transcript.

We hope you and your visitors find these changes useful. If you happen to be chatting with us, please tell us what you think!

Important Update for Google Talk Users

Hello everyone!

The majority of our users rely on the native online Chat Portal to communicate with web visitors and team members. However, we have an important update for current Google Talk users. Google has officially announced that they are discontinuing the Google Talk app for Windows as of today in favor of continuing to build out Google Hangouts (which we are not currently compatible with).

So, what exactly does this mean for you? If you were previously using the GTalk app for Windows, this would be a great time to reconsider using our online Chat Portal. We’ve added new features recently, such as an Activity Monitor which allows users to keep tabs on current chats directly from the Chat Portal. We’d recommend giving the SnapEngage Chat Portal a try to see if it’s a good fit for you. Making the switch is easy from the Admin Dashboard “Agent Settings” tab.

If you’d prefer to continue using Google Talk, there are still plenty of options! Users are still able to use GTalk inside of Gmail. This discontinuation does not affect that. Another key point is that you can still use 3rd party XMPP clients such as Adium, Pidgin, Trillian, IM+, etc.

In addition, the SnapEngage technical team has been working hard to develop a SnapEngage mobile application for our users interested in chatting directly from mobile devices. The mobile app is currently being tested internally. We’ll release the application once it’s polished and ready for prime time. Are you interested in hearing updates about the future mobile application? Please email us at support@snapengage.com.

Feel free to contact the SnapEngage Support team with any questions!

Take Twitter Support to New Levels with the SnapEngage App for Hootsuite

Interested in providing stellar customer support? Of course you are! We’re always seeking new ways to help you help your customers, and today we have an announcement that is sure to delight everyone: the SnapEngage App is now available in Hootsuite!

In a nutshell, the new SnapEngage App provides an exciting new avenue for joint SnapEngage/Hootsuite users to boost their customer support via live chat initiated through Twitter.

Customer View Tweet to Chat

Scenario: Your customer is frustrated and upset. They are experiencing issues with your product. They need an answer right now (in their mind: yesterday). They don’t want to sit on the phone waiting to speak with a real live human, email a generic support address, or submit a support ticket into the void where it could take 4, 12, or even 24+ hours to receive a response (let alone a resolution). In today’s social age, your customer might consider taking the problem to Twitter, casting their grievances across the social sphere for all to see. Surely this will spur a quick response, right?

Luckily, there’s a better approach, and critical instances like this are where the SnapEngage App for Hootsuite shines. Now you can connect with customers that require support before issues like this have a chance to escalate. Target customers that mention your company and Tweet for assistance, or simply listen for keywords to alert you of issues.

How exactly does it work?

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Once SnapEngage users log into their Hootsuite dashboard, they can send out invitations to specific Twitter users in need of assistance and invite them into a real-time chat session. This allows companies to solve customer issues with the immediacy, simplicity, and privacy of a live chat conversation. The chat invitation can be sent directly from any of your SnapEngage widgets, which ensures that customers will be connected with the right team to help with their particular scenario.

Invite to Chat

With this integration, agents are empowered to resolve customer issues right then and there instead of going back and forth via Twitter or getting caught up in a sluggish email thread. Chat From Tweet helps agents avoid the D.M. dance and move beyond 140-character constraints, not to mention bypassing the security issues that resolving issues publicly via Twitter could pose. Inviting Twitter users to resolve issues via private live chats will also cut down on ticket submissions, which frees up customer support teams to tackle more problems as they arise, and decreases overall resolution times.

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Solving problems proactively and quickly via Twitter will boost customer satisfaction, trust, and brand loyalty. When an issue occurs, customers will know they can count on your team to give them the prompt and quality attention they deserve. In addition, the SnapEngage App for Hootsuite allows agents to easily reach out to interested prospects at crucial moments within the sales funnel, starting valuable conversations that result in increased sales.

Read more here to learn about how the Hootsuite Support Team uses the SnapEngage App every day to deliver exceptional customer support! Ready to get started? Take a peek at this help article and let the conversations – and resolutions – begin.

Audit Logs Have Arrived

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SnapEngage now keeps track of who is making changes to your Account, Widgets, and Permissions, when those changes were made, and what the changes were.  This allows you to keep better track of when things are changing, what they’re changing from, and who is making those changes.  We feel this knowledge helps you to better manage your account by not only keeping track of who is making changes, but lets you go back to previous settings by keeping track of what values changed from.

The Audit Logs offer filtering by date, type, and Widget to help you find exactly what you’re looking for.  They are also available for download if you do need to pull the information into your own system.

Sleep better knowing that you can now stay on top of what is changing within your account.  See our help doc to learn more about Audit Logs.

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!