Introduction to our Shiny New Analytics

If you’ve been with us for a while, hopefully you’ve made good use of our Reports system to monitor and improve both your live chat activity and chat agent performance.

We know that actionable data is vital for improving both your business and your customers’ experience, and although our Reports were very useful, we knew we could make them better and more useful for you!

That is why we’re proud to bring you our new Analytics system!

It’s better, faster, stronger, more accurate, and completely rebuilt! (Also prettier.)

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The new system has been custom built by our developers over the last several months to be perfectly suited to your needs and specifications, so you have all the tools at your disposal to increase your live chat performance, and grow your business! We have much greater control over the new system, and we plan to continually improve our Analytics features and offerings.

A few notable features and improvements:

  • Faster, more responsive reports. 
    • With a vastly superior back-end system to support them.
  • The new reports are far more interactive.
    • You have greater control over how you wish to visualize your data — chat type filtering, period scaling, agent selection, etc.
  • Timezone struggles are now a thing of the past.
    • Your Analytics reports are now tied directly to the Timezone configured in your “My Account” settings.
  • Drill down on data in the graphs to find all correlated chats.
    • Simply click on a bar or datapoint to see the drilldown!
  • More granular visibility on individual agents’ performance.
    • Click on agents in the “Agent Table” to see individual data visualized in the graphs above.

To see answers to commonly asked questions about the new reports, check out our Analytics FAQ.

Or, to get a detailed description of each new report, check out the Intro to Analytics.


A harbinger of what’s to come!

You’ll also notice that the Analytics system is using a completely re-designed Admin Dashboard. We are currently in a transitional period as we work to migrate our entire Admin area to the new, easier-to-use layout.

One of the biggest improvements of the new design:

Never forget which widget you’re working on again! The new layout offers significantly improved visibility for your current widget and the current chat status of that widget. If your widget is in “unavailable” status, mouse over the yellow bead to see a tooltip with more details.

Click on the dropdown to switch to another widget, or just to see the chat status of all your widgets in one convenient view!

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Any questions or comments about the new Analytics, or our new Look and Feel? If so, please come chat with us or drop us a line at [email protected] to let us know!

Call Me is becoming international!

Our Call Me feature has been limited only to US and Canadian number, however we are now allowing you to communicate with your international customers by phone.

Currently we are supporting these countries United States, Canada, Brazil, Mexico, Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, Finland/Aland Islands, France, Germany, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Spain, Sweden, Switzerland, United Kingdom, Russia, Kazakhstan, Cyprus, Argentina, Australia, Cocos Island, Christmas Island, New Zealand, Chile, Colombia, South Africa, Israel

If you want to start using this feature this article would please have a look at this article and it will point you in the correct direction.

Use Salesforce Solutions for your knowledgebase

Salesforce Solutions allows you to create articles to help answer common problems. By connecting your Solutions articles to SnapEngage you will be able to search these articles to quickly answer your customers questions from within the SnapEngage chat portal.

To set everything up please follow these steps:

Make sure that you have the Salesforce integration connected. You can check this by going to the “Integrations” tab in the admin dashboard where you should see this screen:

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Look for the green “Connected” message. If it’s present, proceed by clicking on “Knowledgebases” tab then click on the Salesforce icon. If you see a red “Not Connected” message please follow these steps.

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Next, click on the “Save” button:

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After that, create a Solution in Salesforce if you don’t have one already:

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Make sure that the Solution is set to reviewed, we will not list any drafts.

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Now, whenever you get stuck, you can search your Solutions in the chat portal knowledgebase for the answer:

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Good luck chatting!

Intelligent Pre-Chat, Empower Customers to Find the Right Answers Before you Do.

Better Customer Support With Less Effort? Yes.

Intell_Pre_ChatHow would you like to answer customer support questions in a matter of seconds without ever moving your mouse or even touching the keyboard? You might be telling yourself this ability simply isn’t plausible, but with SnapEngage’s new Intelligent Pre-Chat feature it’s actually very simple.

What is It?

Intelligent Pre-Chat is a feature that allows visitors to quickly get answers to FAQ’s by providing customers with a relevant list of support articles, FAQ’s, and blog entries in a matter of seconds. This allows visitors to be immediately directed to a list of possible solutions without having to leave the chat box.

Lets take a look at how this feature works and how to enable it for the benefit of your website visitors: (more…)

New Feature: Agent Reassignment

How often have you stepped away from your desk, only to realize that you accidentally forgot to “Pause” yourself? Or perhaps you’re sitting directly in front of the computer, but you aren’t able to answer an incoming chat as quickly as you’d like to because you’re talking with a colleague or tied up on the phone. Take it from us, these things happen to even the most seasoned Chat Agents from time to time. That’s why we’re excited to announce a snazzy little feature that will help mitigate these problems while helping to enhance your visitor’s experience (because no one enjoys sitting around waiting for an agent to respond to their chat). If you dive into the Admin Dashboard, you’ll be able to get a closer look at our new Agent Reassignment feature.

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(more…)