Easing Visitor Frustration on 404 Pages

Keep visitors on your site longer with 404 proactive chat

It’s an all too common occurrence. You’re smoothly navigating through a website when all of a sudden, you land on the dreaded 404 page. As a visitor, it’s a super frustrating experience. For businesses, it can result in a lot of lost opportunity.

While there are some measures that website owners can take to prevent 404 errors, several 404 culprits are beyond a website administrator’s control, such as a visitor mistyping a URL.

One creative way to reduce 404 abandonment is by leveraging proactive chat triggers.

Adding a proactive chat trigger to your 404 page

Rather than leave your visitors to figure out how to find the content they’re looking for, why not lend a guiding hand? Sure, you can suggest alternate links or prompt user-defined searches, but if they don’t find it after the first attempt, you’ve most likely lost them for good.

With SnapEngage, you can easily add a proactive chat trigger to your 404 page, immediately inviting visitors to start a chat for assistance.

404 proactive live chat (more…)

New and Improved API Key Access

A More Accessible Live Chat API

While we strive to meet the demands of all of our users, there is no one-size-fits-all solution when it comes to software development… BUT we still want to help see all of your out-of-the-box ideas to fruition, which is why we offer a flexible live chat API to adapt to your own use cases. And even better… you can now generate your custom API key quickly and easily within your SnapEngage Admin Dashboard. (NOTE: The API Key Generator tool currently only allows access to the Visitor Chat API with more API functionality coming soon.)

SnapEngage API key generator (more…)

[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…)