Get personal. Add a face to the name.

On October 5, 2010, in release, by jerome.breche
2

You can now engage your visitors more personally by adding a picture to your live chat identity.

Combined with a custom proactive chat invitation, your website visitors will know that they are not talking to a robot and will want to engage with you.

To add a picture to your agent profile, simply:

- go in the “Live chat” tab.
- Click on the “set an agent picture” icon
- Select your favorite picture
- Resize it and click “Save”

Your are now all set and can show your real face to the world (or not, it is up to you).

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What’s new this week

On October 5, 2010, in release, by jerome.mouton
0

Here is our weekly short summary of what we have been working on from the product development standpoint. As usual, let us know if you have any questions, and what you would like to see us adding next. We have a pretty busy roadmap and we love to get customer’s input to prioritize it.

Released last week:

  • Agent picture in the chat window: We have rolled out the chat agent picture that has been in limited pilot earlier. You can now set a picture for each agent from the Live Chat tab in the configurator.
  • New chat conversation presentation: The organization of the text on the website chat window has been improved to group the text per writer and to colorize and add spacing in the content.

Note that if you are using a custom widget (skinned widget), we are rolling out the chat improvements selectively on these widgets this week. If you are excited to go live with this new feature, let us know and we will activate your custom widget quickly.

In pilot/Beta this week:

  • Reseller support: We are improving the unbranding on the case viewer and some emails for our customers reselling widgets from their account to their customers.
  • Granular upgrades: For our larger customers needing more than what our default packages offer, we are simplifying the process of adding more widgets or support agents to your account.
 

What’s new this week

On September 27, 2010, in release, by jerome.mouton
2
Here is a short summary of what we have been doing this past week on the product development standpoint. As usual, let us know if you have any questions, and what you would like to see us adding next. We have a pretty busy roadmap and we love to get customer’s input to prioritize it.

Released last week:

  • Integrations: new plug-in to get real time detailed information on a visitor from your Flowtown account when a chat starts, or when a visitor provides an email address
  • Chat agent facing: information about the length of the chat on session end
  • Chat visitor facing: reworked visitor facing messaging and updated translations (customer driven)
  • FAQ: updates and new content in our frequently asked question document based on questions and feedback we have received; thank you for your contributions

In pilot/Beta this week:

  • Chat data: we are now aggregating the length of your chats such as we can provide you with new stats soon.
  • Chat user interface: Agent picture or avatar image in the chat window, and re-organized how the messages from the agent and the visitor are presented; you can see this functionality in pilot on our website for instance as we work on productizing it and deploying it to all customers in the coming weeks.
 

Flowtown plugin

On September 24, 2010, in integration, release, by jerome.breche
0

We are excited to announce today the integration of SnapABug Live chat with Flowtown social media marketing platform.

This integration brings all the social data collected by flowtown to your finger tips when responding to a new chat. So you always know who your are talking to, and can call your leads and customers by their actual name.

When a visitor provides an email address during a chat, it also automatically added to your Flowtown social database. Providing you with a completely automated way to connect with your visitors on Twitter, Facebook, and other social networks after the chat is over.

Turn your website visitors into customers using SnapABug and keep them engaged with Flowtown.

Learn more about SnapABug’s Flowtown Plugin.

and checkout Flowtown’s blog for their announcement of the integration.

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What’s new this week

On September 20, 2010, in release, by jerome.mouton
0

Here is a short summary of what we have been doing this past week on the product development standpoint. We will try to get this in the weekly routine to keep you more up to date about what we are busy doing for you. As usual, let us know if you have any questions, and what you would like to see us adding next. We have a pretty busy roadmap and we love to get customer’s input to prioritize it.

Released last week:

  • JavaScript API: new function showScreenshotOption(false) to control the removal of the screenshot checkbox on the pre-chat and offline dialog
  • JavaScript API: new function setSecureConnexion() to force the communication to be encrypted with SSL even if the current page is using plain http protocol
  • JavaScript API: corrected small glitch when setButtonOffset() was called after the addButton()
  • Proactive chat: the URL rules matching works fine even if you forget the trailing slash (was a common user mistake)

In pilot/Beta this week:

  • Async load of the SnapABug library: Several customers are using this load mode right now to render their page before SnapABug loads and initializes. We will publish the related documentation shortly to make it available to all.
 

Highrise – Live Chat integration

On September 16, 2010, in integration, release, by jerome.breche
0

SnapABug talks to Highrise!

Highrise 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 Highrise.

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

37signal highrise live chat integration

Learn more about SnapABug Live Chat Highrise integration.

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

Cheers,

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Enhanced Zendesk Live Chat integration

On July 30, 2010, in integration, release, by jerome.breche
2

Our customers are saying that we already have a deep integration with Zendesk, but today we are happy to release an even tighter integration:

Now every time that one of your Zendesk contact starts a live chat from your website, SnapAbug automatically retrieves up to date contact information from your Zendesk help desk.
zendesk live chat integration
Your customers will love the personal touch when you call them by their real name or remember the last time they contacted your help desk. And it will also be easier for your agents to retrieve previous tickets.

See our updated Zendesk integration page for more details.

And as always, let us know how we can make SnapABug better for you.


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New report helps you schedule live chat staffing

On July 26, 2010, in Uncategorized, by jerome.breche
1

With this new report, SnapABug shows you when you are receiving most Live chat and Offline interactions.

Using this knowledge, you can now plan on being online when your website visitors need you the most. This means more sales and increased customer satisfaction!


You can configure the report to show you the activity per hour of the day in your time zone and filter what day of the week you want to look at.

See it for your SnapABug widget here

 

JIRA integration

On July 7, 2010, in Uncategorized, by jerome.breche
1

Several of you asked us to get SnapABug talking to ATLASSIAN JIRA.

So here it is!

As always, no programing or modification of JIRA is necessary to use this integration. Simply select JIRA in the “Set Destination” tab, provide your server address, your login credential and specify the project where you want the bugs to go. This is it, your SnapABug live chat and offline requests will go directly into your project in JIRA.

Please give it a try and let us know how we can make it better for you.

Cheers,


 

SnapABug shines the beacon for Lighthouse

On June 1, 2010, in integration, release, by jerome.breche
1

In other words, SnapABug now integrates with Lighthouse.

You can receive directly in Lighthouse detailed feedback and debug information from your website visitors.

No programming required, just enter your Lighthouse system address, select a project and you are ready to go.

Give it a try…


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We ♥ our customers

On May 27, 2010, in Uncategorized, by jerome.breche
1

>> Follow us on Twitter <<

 

Get SnapABug debug information and screen captures in Basecamp

On May 14, 2010, in integration, release, by jerome.breche
3

By integrating SnapABug with Basecamp, you can receive detailed feedback and debug information from your clients, along with a screen capture of the problem, directly in Basecamp.

No programming is required to use this interface, simply enter your Basecamp system address, your Basecamp API key and select a project and you are ready to go.

Basecamp message generated by SnapABug:

Give it a try…


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