SnapEngage + Join.me Chat and Screen Share Join Forces

On April 19, 2011, in integration, release, by chris.vieville
2

We have been very busy over in the SnapEngage laboratory cooking up all sorts of exciting new features, integrations & plugins. Thankfully we have managed to keep the explosions to a minimum *this time*. From this magic mix of toil, sweat and creativity we have given life to our latest plugin! Today we would like to invite you to join us in welcoming join.me!

join.me Logo

Now you are most likely asking yourself, “Self, what is join.me?” Well let me tell you, join.me may be the simplest screen share app we have ever met, period. Direct from their site:

“It’s an impromptu online meeting space, the opportunity to share your screen to collaborate, meet, train, demo or show-off, and the last two words in an invitation. join.me”

I don’t think I have to tell you just how awesome chat + screen share is. In the history of matches made in heaven there is peanut butter + jelly, peanut butter + chocolate, peanut butter +… well you get the idea and then there was SnapEngage + join.me.

Here you can see Jerome showing a customer his back end.

With the join.me plugin you can now start a screen share directly from a chat with a visitor. There are actually two ways you can use join.me:

  • 1st you can use \share to start a join.me session with your website visitors. (Places the agent in control of the visitor’s screen)
  • 2nd you can use \view to provide your website visitor with a join.me screen sharing link. (Allows the visitor to share his screen with the agent)

To get started using this great plugin simply login to your SnapEngage account and go to the “Plugins” tab. If you don’t yet have a join.me account do not fear we have included a link to sign up for their free trial.

As always we want to hear from you, how do you think join.me will impact your business? What cool creative ways will it allow to you to provide awesome customer service? Please share your ideas below and be sure to connect with us on Facebook and Twitter, we love friends!

 

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SnapEngage Saves the Day

On March 30, 2011, in Stories, by chris.vieville
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Almost daily we get to hear some really great story from our customers about how SnapEngage has impacted them or their business directly. The team has often sat back (just kidding we never have time to sit back) recounting the best tales of the day. Then we figured why keep all this gooey goodness to ourselves, we should share! So that’s exactly what we are going to do, share the great stories from you our customers.

Our first story comes from Laura Roeder who recently started using SnapEngage on her website. We met Laura at SXSWi earlier this month over some tasty Mexican food and equally tasty conversation. Laura is a firecracker of knowledge when it comes to using Social Media on par with the Jalapeño in my tacos.

Laura was intrigued when we started talking about SnapEngage and wanted to give it a go on her own site. After only a week or so of using SnapEngage she sent us this little gem.

“It was about close to midnight New York time and a message came in from a reporter in Japan – he was looking for an expert quote for a story that would run on one of the biggest international news bureaus and he needed it as soon as possible.
SnapEngage allowed me to respond to him immediately and jump on the opportunity – who knows if he would have bothered to fill out our contact form.
As a result, I was quoted in his story the next day. It’s my most impressive press clipping yet! I started using SnapEngage to connect with prospects but I’m discovering so many unexpected side benefits as well. It’s a must-use tool for an online business.”

We think that is the bee’s knee’s and further proof that you never know when or where SnapEngage is going to come to your rescue and save the day, or at the very least lead to international stardom!

Do you have an awesome story about SnapEngage saving your day? An epic tale that includes you wielding SnapEngage like the knights of old and slaying customer problems left and right. Have you made a sale that would make Mr. Monopoly himself green with envy? Please leave a comment below, poke us on Facebook, Tweet at us or even use that antiquated system called email! We would love to hear from you.

 

Meet RapLeaf, SnapEngage’s newest Plugin

On March 22, 2011, in Uncategorized, by chris.vieville
2

Ever wanted to know a little bit more about the people that you chat with on your site?

Now you can using SnapEngage’s newest plugin RapLeaf!

Rapleaf’s goal is to personalize the customers’ online experience. To do this, they help businesses better understand who they are engaging with so they can show more relevant content and allow for a better customer experience. You can learn more about what they do at their website www.rapleaf.com and sign up for an account even.

To enable this plugin for your SnapEngage account simply login, go to the Plugins Tab of the configurator and click on the RapLeaf icon to get age, gender and location information for free. If you have a RapLeaf API key you can input that as well to get even more information. Now you will receive more detailed information at the beginning of your chats.

 

Feel free to test out the new plugin and let us know what you think. As always if there are other plugins you would like to see please let us know!

 

SnapEngage Going to South by Southwest?

On March 7, 2011, in in the news, by chris.vieville
0

Attention! Attention! The SnapEngage team is heading to South by Southwest Interactive this year and would love to meet up with any of you that will be there. This is our 1st time going to the event and we are more than a little excited!

We will be in Austin Friday, March 11 – Tuesday, March 15 getting social. If you’re around, we’d love to meet-up, grab a bite to eat and hear more about how you’re using SnapEngage and what we can do to improve it. Speaking of getting social: Remember to follow us on Twiiter or friend us on FaceBook – we’re always happy to meet you!

If you’re interested, shoot Chris an email at chris.vieville@snapengage.com and he’ll set up a meeting time.

Hope to see you there! We might even have some SnapEnagae swag to hand out :)

 

What’s New

On February 23, 2011, in Uncategorized, by chris.vieville
0

Thanks for stopping by and checking out what’s new with SnapEngage. We have a few new developments to reveal!

Some of you may have noticed this mysterious new icon in the set destination tab.

We have good news for our Auto Dealerships out there. SnapEngage now integrates with Auto-lead (ADF).

To start using it, simply select Auto-Lead (ADF) in the “Set Destination” tab and configure.

Speaking of the destination tab, are you currently using Highrise or Batchbook as your destination? Have you always wished you could use your CRM and still send chat transcripts to email, or at least have the choice? Well we listened and your wish has been granted; now you can. Here is an example of the new option in the Highrise integration:

Localization Updates: We are happy to announce that we have added Korean to our list of supported languages and made some corrections and updates to a few existing ones based on feedback from users.

We have also corrected an issue with Hebrew language localization and now properly tracks from right to left.

If you have been itching to try the Skype integration now is a great time. Under the “Live Chat” tab you can now input your Skype User ID in the configure agents field.

We have many more exciting features planned this year. Keep an eye out for new integrations, new plugins and new functions coming soon!

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Live Chat and CRM for Small Business: SnapEngage and Batchbook

On February 7, 2011, in integration, by jerome.breche
1

Batchbook you social CRM We are a small business and like many others really like what the Batchblue team is doing.
So it is now official: SnapEngage talks to Batchbook!

Batchbook users, you can now manage all interactions with your leads and customers from your preferred existing CRM. SnapABug automatically sends offline requests and live chat transcripts to Batchbook.

But wait, this is not all. Using SnapABug and Batchbook you will always know who you are talking to and what was said before. As soon as a new chat starts, SnapABug pulls contact informations from Batchbook and display them directly in your IM (Instant Messenger), the same one you use to chat with your website visitors.

SnapEngage Chat - Batchbook integration

> Learn more about SnapEngage’s integration with Batchbook.

And as always, please let us know how we can make this integration even better for you.

Give SnapEngage a try today!

Give SnapEngage a try for free

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Search Engine Keywords Decoded

On December 27, 2010, in Uncategorized, by chris.vieville
0

Finding out how your website visitors came to be on your site is always helpful information.

In the past you may have seen something like this .google.com/search?q=snap+engage&ie=utf-8&oe=utf-8&aq=t&rls=org.mozilla:en-US:official&client=firefox-a which shows that the visitor found you by searching on Google with the key words snap engage. Now if that made you want to reach for your decoder ring you were not alone!

Introducing a new feature: “Search Engine Keywords Decoded!”

Now instead of a confusing line of gobble gook you are presented with:

The same information is also available in the case details.

If you have anymore great feedback or ideas check out the new forums page. You can even vote for features you would like to see! http://support.snapengage.com/forums

 

What’s New

On November 30, 2010, in Uncategorized, by chris.vieville
0

What’s New

The team at SnapEngage has been very busy these past few weeks cranking out new and exciting features based on the feedback we are getting from you our wonderful customers. In fact we just did a new deploy last night!

Chat Monitoring – Now with Chat Monitoring when you are logged into your SnapEngage Account you can view all the chats currently in progress. You even have the ability to view specific chats in progress.

Live Chat MonitoringUpgraded Configurator – We have made a few cool tweaks to the configurator, now under the “Get the Code” tab you are immediately greeted by new options for your SnapEngage button settings. We have even included the ability to preview how the button will display on an example page.

Pause Command – Have you ever wanted to stay “Online” while using your IM client but appear “Offline” to your website visitors? Now you can by using the “Pause” command. Use \pause to appear offline (although you can still receive transfers) and use \online to remove the pause. If you forget these commands you can always type \help to see them again.

Continuing with our Skype Beta – We are still continuing with our Skype Beta. If you are interested in testing out this function let us know.

 

“Hello…hello?…HELLO!…hello?” How to avoid this rather embarrassing Live Chat situation with a few quick IM client settings.

On November 22, 2010, in Uncategorized, by chris.vieville
5

No one likes playing to an empty crowd, and your website visitors certainly don’t like chatting with a non responsive avatar. Communication is at the base of any good relationship so make sure you are properly communicating your availability to your website visitors with a few quick settings in your IM client. One great way to do just that is simply set up an auto away status in your IM client based on parameters you define. For example, if your computer has gone into idle mode SnapEngage will display “Leave a Message” or anything else you choose to designate. In the SnapEngage office we mainly use Pidgin as our client of choice but the settings for other clients are very similar. I will walk you though how I went about setting up the auto away function myself using Pidgin as an example:

The very first thing is to click on Tools then Preferences. If you are like me you can also just use a shortcut ctrl+p

From there we will go to the Status/Idle tab and set the Minutes before idle to something that works for you.

Make sure your status is set to Offline

Set Idle Status in Pidgin

Now if you leave your computer but forget to log off your IM client the appropriate message will be displayed to your visitors.

This process is fairly similar for other IM clients compatible with SnapEngage. If you have questions about a particular IM client or have any trouble please feel free to leave a comment below.

 

Add comments to Salesforce Cases

On November 21, 2010, in integration, release, by jerome.breche
0

As you may know SnapEngage already lets you update CRM and Help Desk informations “on the fly” while you are chatting with your website visitors (for Salesforce or for Zendesk).

Now for when you wish you could remember a small piece of information about your visitor, you can add a note that will stored in your Salesforce Case as a comment, while you are chatting with this visitor.
This comment is private and cannot be viewed by your visitor, but it will be very useful to your support team when looking back on this case.

To add a comment to a chat, simply use the command: \note = <your note>
e.g.: \note = This customer is awesome, please remember to thank them for the feedback.

We’ve added this capability to the Salesforce Support integration first, but if you are interested in the same capability for your Help Desk or CRM of choice please let us know and we’ll be happy to get it added it quickly.

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What’s new this week

On October 29, 2010, in release, by jerome.mouton
0

Let’s do a quick recap of what we’ve put in production these past few weeks. We missed a few weekly updates this month as a lot of the engineering efforts have been focused on the product rebranding to SnapEngage.

Released these past weeks:

  • Chat duration and chat wait time are now available through our Open API, and the data mapper for our Zendesk and Salesforce integrations.
  • The chat transcript can now be mapped by itself to any field of Zendesk and Salesforce through the data mapper.
  • Salesforce Cases are now set to a Close status by default for live chats. You can override this default setting in the data mapper.
  • Chat timeout notifications are no longer posted to your agents. Chat still time out after 10 minutes to let you take on new discussions with customers, but do not interrupt you with a notification anymore.
  • In addition of the user email address being set in the pre-chat dialog, through our JS API or captured during the chat when the visitor provides an email address, the agent can now manually set this information through the /email= command. When you know who you are talking to but the visitor did not provide his email, just key in /email=email@domain.com.
  • The JavaScript API now allows to set the locale using the language name. This is done using the SnapABug.setLanguage(lang); The language name is compatible with Zendesk, and therefore allows an automated locale selection when the SnapEngage widget is added on your Zendesk support site.

In pilot/Beta this week:

  • A Skype integration is in early pilot. We will extend this pilot to additional customers who shared their interest in using Skype as their live chat communication platform in the coming weeks.
 

Introducing SnapEngage Live Chat

On October 8, 2010, in Uncategorized, by jerome.breche
0
By now, you’ve seen the change. SnapABug is now SnapEngage.

So, why the name change?
Well, we always listen to your feedback. When you told us that SnapABug didn’t represent how you use your Live Chat solution, we immediately got to work to think of a better name.
SnapEngage is now powering your sales, your support and feedback gathering, in other words it helps you engage with your website visitors.
This is what SnapEngage does and with this name change we are committed to providing you with the best customer engagement solution and will help you turn more visitors into customers.
 
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