Announcing: New Integration with Talkdesk

Talkdesk_logo

We’re happy to announce that Talkdesk call center software has built a new integration with SnapEngage! This integration provides additional methods of connecting with your website visitors. By using SnapEngage + Talkdesk, you’ll create an optimal user experience which maximizes efficiency, communication, and satisfaction for both customers and your team.

Key Integration Features:

  • Seamless integration between SnapEngage + Talkdesk provides an easy way to stay on top of customer information and previous interactions
  • After a chat, all data and visitor details from SnapEngage transfer directly to Talkdesk
  • Chat transcripts and offline messages are pushed to Talkdesk after a chat closes or when a user submits an offline request
  • View all SnapEngage chat interactions directly within Talkdesk, for a complete view of customer activity in one place
  • The best part? Setup is quick and easy, no programming required. Please view setup instructions here.

If you’d like more details, you can read all about it on the Talkdesk blog. Let us know if you have any questions!

Introducing: File Exchange For Chat

FEATURE RELEASE IS SCHEDULED FOR JUNE 4TH

Your Agents and Visitors Will Thank You

live chat file sharingAll users now have the ability to exchange files with visitors during a chat!

How many times have you been in a chat and wished you could send an image or document rather than typing a lengthy explanation? With SnapEngage’s new File Exchange feature, you can now share screenshots, product images, documents and so much more right in the chat window! And better yet, this feature is mobile optimized so your visitors can upload images right from their phone.

Your sales and support services just got a whole lot better!


Send files to a visitor during chat

live chat file sharing
live chat file sharing


Request files from a visitor during chat

live chat file sharing


Receive a file from an offline/prechat visitor*

live chat file sharing
*If your widget uses a custom form, this feature must be manually added to your custom form code by a SnapEngage developer. To request that this feature be added to your custom form, please chat with us or email us. If your widget does not use a custom form, this feature will automatically be added to your prechat/offline form.


Integration Support

Receive the files as attachments after the close of a conversation.

Email Integration – If your account is set up with an email integration, the email transcript that you receive at the end of a conversation will also contain any file attachments (assuming files were exchanged).

ZenDesk Integration – If your account is set up with a ZenDesk integration, the ZenDesk ticket that is created at the end of a conversation will also contain any file attachments (assuming files were exchanged).


In the Works

The following features/settings are currently in the works and will be released at a later date. Stay tuned to the blog for updates!

Admin dashboard settings – 1.) Option to enable/disable file exchange.  2.)Option to whitelist/blacklist specific filetypes (i.e. .jpg, .doc, .pdf, etc.)

Security settings – Option to permanently delete the exchanged files from the SnapEngage server after the close of a conversation

Mobile optimized chat integration – Swap files with your mobile visitors.

More integration support – Let us know which ones you would love to see!


We would love your feedback! Chat with us or email us anytime.

Introducing: SMS Chat

SMS Chat Is Here

We’ve added yet another way for your customers to engage with you while they’re on the go. With text messaging quickly becoming a preferred method of communication across demographics, SnapEngage’s new SMS-to-Chat feature allows your visitors to communicate with your agents via SMS text message.

The Admin Dashboard now provides you with the ability to select and manage your phone numbers so that your agents can interact with your customers just like any other chat.

UPGRADING YOUR ACCOUNT IS QUICK AND EASY

1. Login to your Admin Dashboard.
2. Click on the ‘Text’ icon in your Settings tab.
3. Select your preferred phone number and click the ‘buy’ button.
(Repeat for additional phone numbers on subsequent widgets.)
4. Engage with your customers just like any other chat.

 

SMS CHAT FEATURES

Select Your Preferred Phone Number

Select your country (currently only offered for US and Canada) and preferred area code to view a list of available phone numbers. Select your preferred number* and click the ‘buy’ button. Yes. It’s that easy!

SnapEngage SMS Chat Feature

Agent-Driven Canned Messages

Agents are notified and can interact with incoming SMS chats in the same way that they are accustomed to handling other chats, including use of shortcuts or pre-populated canned messages. Customers receive quicker responses and agents spend less time typing. It’s a WIN-WIN!

Intelligent Agent Routing

Our intelligent agent routing feature recognizes your agent chat load and distributes your incoming SMS chats to available agents. And a bonus for Plus and Premier accounts:  Establish agent tiers to customize message distribution to specific agents!

Offline Messaging

Don’t leave your customers hanging. Set up an automated response during off-business hours prompting your customers to leave a message for your agents to follow up later.

SnapEngage SMS Chat Offline Message

SMS Threading & Logging

Your SMS chats are automatically grouped and stored by phone number so your agents and administrators can easily access chat history in transcript logs.

Unlimited Messages – Low Flat Monthly Rate

Don’t worry about trying to keep track of your inbound and outbound message counts. We charge a low, flat monthly fee of $25 per phone number for unlimited text messages.**

*Each widget requires its own unique phone number.
**Beginning July 1, 2015, users who have participated in the beta testing period for the SMS Chat feature will be charged $25/month per active phone number.

line-break

How one SnapEngage customer is using SMS chat

City Unveils New Text 311 ServiceCity of Evanston SnapEngage SMS Chat

Evanston City Manager Wally Bobkiewicz today unveiled a new service that will let residents easily send text messages from their mobile phones to the city’s 311 information center, but said a similar connection to the 911 emergency service may be a year or more away.

Bobkiewicz said that with the popularity of another recent feature — an online-merchant-style customer support chat service on the city website — he’s now convinced the new text messaging service will be quite popular.

About 2,000 people have used the chat tool in the past six months, Storlie said, compared to over 70,000 phone calls to the 311 line in the same period.

Stowe said the city has used the web chat service from SnapEngage so 311 operators can deal with both types of messages using the same interface on their computer monitors.

FULL ARTICLE >

Questions? Chat With Us!

Introducing: Mobile Optimized Chat

Your customers are mobile, and now so are all of your favorite SnapEngage chat features

Our newly improved mobile-optimized visitor chat window automatically detects when users are on a mobile device and allows your visitors to seamlessly interact with your agents. And better yet, your admin dashboard settings allow you to customize the look-and-feel of your mobile chat window to best represent your brand.

mobile optimized live chat by SnapEngage

mobile-optimized-chatProactive Chat Support

Now you can send targeted proactive chat invitations to mobile website visitors in addition to desktop users. And the best part is that the same rules that you set up for desktop chat automatically carry over to mobile, so you only need to configure your rules once.

Offline Request Support

No agents online? Not a problem. Our offline form allows your mobile visitors to leave a message (with their email address) for your agents to follow-up later.

Customizable Styles

Within your admin dashboard, use the mobile browser style settings (shown above) to configure your chat window and buttons, including positioning, colors and text. And for those of you who want custom images, hang tight… this release will be coming down the pipeline.

Dynamic Chat Window

The mobile optimized visitor chat window is semi-transparent, allowing users to reference their location on your website while in the chat window. Visitors can also minimize or expand the chat window at any time, enabling them to browse through your website while maintaining their conversation with your agents.

Improved Support for Non-Responsive Pages

Regardless of how your website renders on mobile devices, the new mobile-optimized visitor chat interface has been configured for mobile-friendly display to your visitors. So even if some (or all) of the pages on your website are not yet mobile-friendly, at least your chat is.

Javascript API

For our more advanced users with current desktop Javascript API customizations, our first release of the mobile-optimized visitor chat feature partially supports with full support coming soon. For more details on how your code could be affected, please contact our support team via chat or email.

Q&A: How Demographics Impact Live Chat

Live chat has firmly planted itself in both the B2B and B2C spaces, and every year hundreds of companies decide to conduct their online sales and/or support efforts through a live chat service for the first time. Yet, have you ever stopped to think about the key role that demographics play in the live chat sphere? Craig Borowski of Software Advice wanted to explore this very question, and recounted his findings in this recent study. We had a chance to chat with Craig about his findings, detailed below!

how_can_we_helpSnapEngage: Which specific aspects of live chat correspondence do you feel appeal to those aged 18-34? Which psychological and/or lifestyle traits of those in this age bracket make these aspects of live chat more appealing than other forms of communication?

Craig: “It’s the immediacy of live chat that Millennials find so appealing. Immediate, instant results appeal to them primarily because they’re more used to getting them than other generations. Having grown up in the age of high-speed Internet access, with nearly ubiquitous mobile data networks and richer online resources, they’re used to having the answers always at their fingertips, so the prospect of writing an email and waiting for a reply is, by contrast, not at all appealing.

On the other hand, this isn’t to say that other generations don’t appreciate immediacy. They certainly do. The main difference being that unlike Millennials they’re less likely to expect it. In that sense, live chat has even more to offer to older generations. It’s a chance to really impress them with a new type of help desk service solution.”

SnapEngage: Describe a common barrier experienced by businesses when implementing a live chat solution, and how businesses could take steps to overcome this barrier. conversation-bubble_1

Craig: “Most of the common barriers businesses run into when implementing live chat stem from not fully understanding live chat from their customer’s point of view. It’s not uncommon for a business to consider implementing live chat by asking traditionally business-oriented questions: Can live chat improve sales? Can it increase conversions on our site? Can we improve our first-contact-resolution rate by offering service and support on live chat? When implemented correctly, the answer to all these questions will almost certainly be Yes.

However, designing a live chat implementation with only these types of bottom-line goals is not the best approach. Instead, a business should carefully appraise how their customers are currently using their online resources. What pages do they view most often? What actions do they take on those pages? Are they returning to the same pages again and again? After understanding the variety of interactions customers are having with their existing website, a business will have a better idea about how to most effectively implement live chat. They’ll avoid the common barriers (poor adoption, unprepared agents) and the bottom-line goals mentioned above will follow.”

SnapEngage: According to your research, which negative aspects of phone and email correspondence are not present in live chat?

Craig: “If you’ve ever emailed a company with a customer support question, you probably received a reply moments later. Did that reply answer your question? Probably not. Chances are it was just an automated response stating that your email was received. Your real answer may not arrive for another 2 – 4 business days. While email can be an effective support channel, and some companies do prioritize fast, helpful responses, the simple fact is that email is not a real-time communication channel. Once you send one, you can only sit back and wait for a reply.

Live chat is a real-time channel. You ask a question and a reply follows immediately. If the agent needs more information to help you, they ask for it immediately. If for some reason they still cannot answer your question, they can explain why they can’t and let you know when they will. So even if the customer doesn’t get an instant answer— though they often do— they’re kept in the loop and know when to expect one. They’re not kept in the dark waiting for an email reply.

call_me_confusionPhone is a real-time channel, but it comes with its own rocky history and cultural baggage. For decades, consumers have been trained, albeit inadvertently, to expect long hold times, IVRs that speak slowly and listen poorly, and repeated requests to repeat the same information over again. It doesn’t matter if your company’s phone line does none of those things. The fact remains, many consumers expect these inconveniences whenever they call a larger company.

While live chat and phone are both real-time channels, live chat has many important advantages. Not least of which is the fact that it doesn’t carry the historical baggage of phone communication. Customers don’t engage live chat with lowered expectations, as is so often the case with phone.”

SnapEngage: Do you see any trends emerging in terms of specific business sectors that are especially well-suited for live chat interactions with customers and prospects? expanded_1

Craig: “E-commerce and online-shopping businesses are especially well suited for live chat and it’s likely that adoption in that sphere will remain very strong. Use of live chat to provide customer service and support will continue to grow and likely spread to more verticals. Industries with specific regulatory requirements, like healthcare and finance, are starting to look at live chat as a viable option now that more live chat platforms incorporate the security and encryption needed to meet compliance.

Apart from those uses, I think we can all look forward to seeing more creative implementations of live chat as more companies discover what it brings to the table. As I mentioned above, it’s critical that businesses approach a live chat implementation with a customer’s point of view. As more do this, and look beyond the traditional metrics of business like increased sales, more uses for live chat will be discovered. There’s a lot to look forward to.”

SnapEngage: What are some of the primary points a business should consider when selecting a live chat provider?

Craig: “They should consider how easily it will integrate with their website and with whatever software they use internally. They need to ensure it will be customizable to their exact needs (the exact needs of their customers). And they need to be comfortable with the pricing and deployment models, the contract and the QoS terms and know that the platform will scale with projected growth.”

chat_transfers_bubblesSnapEngage: Successful live chat efforts are reported across even the highest age brackets in this report; how do you feel companies with older target audiences will approach live chat in the future after taking into account these new findings?

Craig: “That was one of the most interesting findings in this report: that people of all ages, including seniors, are attracted to the same qualities of live chat, it’s convenience and immediacy, that make it great. I spoke with many businesses who had recently implemented live chat. Their impressions were overwhelmingly positive. A few that cater specifically to older consumers did mention that, at first, it was challenging to get more customers using it. Live chat can be implemented very unobtrusively, such that customers need to look for it. If customers aren’t aware that it’s an option, then they might miss out, and this can often be the case with less tech-savvy or older customers.

In these cases, it helps to be more proactive with live chat. Have the chat window appear earlier in the customer’s visit to the site, have it begin by offering very specific messages— not generic “How may I help?”— based on what the company understands about their customers and how they’re using the website.”