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…)
Convert More Leads With
SnapEngage + HubSpot
The SnapEngage + HubSpot integration just got a whole lot better! We’ve updated our native integration with HubSpot to provide more actionable insights for your sales team to turn passive website visitors into qualified leads and valued customers. A few notable features and benefits of the enhanced integration are highlighted below.
Automatically create new leads and update existing contacts when you chat with your website visitors
When you chat with new website visitors, SnapEngage will automatically send your lead’s contact information into HubSpot at the close of a chat. For returning chatters, SnapEngage will display your contact’s information to your chat agent so your team always knows who they’re chatting with and what was said.
View chat transcripts in contact timelines
The most noteworthy update associated with our enhanced HubSpot integration is the ability to now view full chat transcripts directly in a contact’s timeline, providing a 360 degree view of your customers at any given time.
It’s Not You, It’s Me.
Live chat is much like a dating game. You can flaunt chat buttons all over your website and dish out the best pick-up lines to try to kindle a relationship with your website visitors, but in the end, your visitors are in control of swiping left and rejecting your invitation, or swiping right to explore more about what you have to offer.
Live chat software doesn’t have much use if nobody’s chatting. So, how do you maximize opportunities to engage with your website visitors? Here are a few tips to increase awareness and get more prospects and customers chatting with you.
If your visitors can’t see you, how will they interact? Make sure your chat buttons are strategically placed on your website so that visitors have easy access to start a conversation with your team. Use a floating button and/or consider adding chat buttons in the header and footer of your website so there is a consistent display and access point for visitors to start a chat while browsing through different pages on your website. Be sure to also optimize your chat buttons for mobile devices to allow for a seamless chat experience regardless of where visitors are browsing.
Using Google Analytics to Measure Proactive Chat Engagement
So, you’ve set up some automated proactive chat invitations on your website and visitors are responding to your messages. Excellent! You’re well on your way to better customer engagement!
But proactive chat is not a set-it-and-forget-it solution. As with any customer engagement strategy, ongoing evaluation and optimization is the only way to achieve continued growth.
Your SnapEngage Admin Dashboard gives you some overview analytics on Proactive v. Reactive Engagement, which provides a high-level snapshot of how your visitors are interacting with your chat buttons and proactive invitations.
How to handle angry chatters
We’ve all heard the compelling stats repeatedly proving that it’s easier to keep existing customers than acquire new ones. As competitive landscapes become saturated across industry verticals, customers are increasingly looking to customer experience as a differentiating factor when making purchasing decisions.
But keeping customers happy can sometimes prove challenging. Here are some tips to help front-line customer support agents deal with difficult conversations over live chat.
Listen and remain calm.
Sometimes easier said than done, but try to go to your happy place. Clients who choose live chat as a venting channel can sometimes come off a little harsher than they may through other communication methods (the natural effect of written communications). Focus on listening first and solving later. (more…)