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

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…)

New Feature: Sneak Peek for chat

SneakPeakTextPreviewWouldn’t it be great if you could read your visitor’s minds? Get a glimpse into their questions and thought process before they send you a question? Just a little peek so you can work on having the best answer in the world prepared and look super responsive to boot? Well guess what you no longer have to be a super hero with x-ray vision or mind reading capabilities. You don’t even need to attend the 3 week mail in, online, by phone undergraduate course from the local Boulder psychic institute to be able to have insight into your customer’s questions before you actually see them! (more…)