Live chat, “on the fly” data assignment for Salesforce CRM.

On April 26, 2010, in integration, release, by jerome.breche
3

Several SnapABug for Salesforce users asked us for the ability to manually update leads and contacts information while chatting with website visitors.

While the ability to automatically map any SnapABug data to a Salesforce standard or custom field is very useful, sometime the information is not available before starting the chat. In this case, while on the phone (using the “Call Me” button) or in a chat, you can directly record important information provided by your visitor, to his profile by using one of the commands bellow. Simply provide the data you want to record after the ‘=’ (equal) sign and SnapABug will assign it to the Lead or Contact it will create for you in Salesforce CRM.

Command

Available in

Sales mode (Leads)

Support mode (Contacts)

/name =

X

X

/phone =

X

X

/fax =

X

X

/mobilephone =

X

X

/description =

X

X

/title =

X

X

/company =

X

/website =

X

/department =

X

example:
/phone = (555) 444-6666
/name = first last

Please let us know if we overlooked a field that is important for you, and will be glad to add it.

Cheers,

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Increase web visitor engagement with proactive chat

On April 22, 2010, in release, by jerome.mouton
0

Now your sales team can automatically grab your online visitors attention with an actual chat window connected to a real person.

This feature is especially useful to assist users stuck on a signup or checkout page for too long. Instead of just popping up a “chat with me” badge, SnapABug proactive chat automatically greets the visitor with a message in the name of an agent currently online. This personal message shows to your visitor that you care and are here to help them.
It is also a great way to explain your service to new visitors and ultimately convert them into customers.

Simply log in your SnapABug configurator to enable proactive chat:

Feel free to use it to help lingering visitor, but as Chris Cameron said on his ReadWriteStart blog post:

Don’t be “Clippy”


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Automatically or selectively send Chat Transcripts to Zendesk, Salesforce, Fogbugz, etc…

On April 20, 2010, in Uncategorized, by jerome.breche
0

One of our primary goal when designing SnapABug is too keep it very simple for the most common use case scenarios. However, there are situations where a few additional parameters are necessary to make SnapABug work exactly right for your specific needs.

In order to keep the main widget configuration interface fairly simple we’ve grouped those more complex functionalities under the “advanced” sections.

The capability we would like to introduce today is one of them.

Because you may not always want to receive Live Chat transcripts in your Help Desk, Bug Tracker or CRM solution (Zendesk, Salesforce, Fogbugz or Pivotal Tracker), we now have two modes for sending those chat transcripts.

You can either continue sending all chat transcripts to your destination system by default, but manually tell SnapABug to not send the current chat by typing the command ‘\ignore’.

Or you can change SnapABug default behavior to never send chat transcripts to your destination system unless you type ‘\record’ during the chat.

You can find this new option in the “Live Chat” tab, in the “Advanced” section.

Simply choose the mode that works best for you!

Cheers,