Announcing Agent Mapping for SalesForce, ZenDesk and Assistly!

On January 27, 2012, in integration, release, by chris.vieville
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It is always good to keep things connected. The song, “The knee bone is connected to the leg bone, the leg bone is connected to the metatarsal bones…” sure helped me in medical school and showed me the importance of interconnectivity. (I know you are humming the song now) One way that is very important when using SnapEngage and an integration like SalesForce, Zendesk or Assistly is to make sure that the chat is connected to the proper agent. In the past we had a few work arounds that involved a couple extra steps for the admin including doing the hokey – pokey and turning themselves around.

WELL NO MORE! We have put such schoolyard antics aside and now you can synch your agents directly with the integration of your choosing in one fell swoop.

To map your agents you will go to your Live Chat tab and hover your mouse at the end of the input field, right after the telephone configuration for the call me feature. In this example you will see the Zendesk logo appear and a field to start typing in your agent’s name, as soon as you begin typing we will look for all matching agents and highlight the names for you. Look at that, it found me after only 3 letters!

For an Assislty example click below 

For a SalesForce example click below 

Now possibly the most important part, don’t forget to click SAVE and you are all set.

Yes it was really that easy, now going forward when your agent has a chat we will automatically connect them to the conversation and they can follow up directly.

As you can see here Mr. Ninja is letting me know I have a few new cases to take a look at in Assistly that were generated from chats I had directly. Another great way to make sure I’m providing world class customer WOW!

You can even use custom data mapping and tagging to extend those functionalities even further, don’t forget your commands on the fly! We are proud to be keeping you more connected to your customers and now your helpdesk than ever before! Stay tuned for many, many more exciting developments in the coming months.

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Announcing SnapEngage FaceBook Chat App: FaceBook now with twice the Social

On November 15, 2011, in in the news, release, by chris.vieville
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We all know the benefits of using SnapEngage on our websites.  We are adding a human touch, a friendly hello and reaching out a helping hand; you know being social. Wouldn’t it be great if we could offer this same level of human interaction on places other than our website, you know somewhere REALLY social… somewhere like FaceBook? Ah FaceBook, currently the reigning champ of social media with more than 800 million active users! Of those users more than half log onto FaceBook EVERYDAY, and on average each user is connected to 80 pages (one of them might be yours). That is a very active, very powerful social group of people that probably want to chat with you, right on the page they visit on a daily basis…but unfortunately they can’t, or can they?

Take a moment and think about why your business even has a presence on FaceBook (other than the fact that 96% of small businesses already are!) You have a website and you want to drive traffic to your site but with more and more people spending time on FaceBook that’s less and less time they are spending on your website. A Facebook page is a great way for you to communicate with your fans and hopefully they will post and comment in return. Facebook pages are increasingly being used as an additional outlet for customer support and a way to drive traffic back to your website. With all the great features available to you as a page owner one thing that has been seriously lacking is the ability to have a one click chat capability, until now. Back in April we started working on a one click chat plugin for FaceBook based on suggestions from you, our amazing customers! In May of this year we secretly rolled out the plugin and there was much rejoicing.

Customer reception has been amazing, sales teams are ecstatic about the ability to capture interested leads via FaceBook and bring them back to the website via co-browsing. Customer supports teams have been doing the happy dance now able to interact directly with customers wherever they are and provide world class WOW!  Your custom chat forms even work directly in FaceBook, just take a look at what SkySlope did here .

Installing the SnapEngage Facebook plugin is actually quite fast and easy! Existing customers will login to their SnapEngage account and head over to the plugins tab, then click the Facebook image. You can find more detailed step by step instructions here as always feel free to come chat with us if you have any questions.

 

Anna Sawyer, Marketing Manager at Trada the world’s first and only crowdsourced online advertising marketplace recently installed the SnapEngage app. “I love how simple and straight forward installation was!” beamed the Content Queen. “We love to share the Trada story and connect with our fans but the one thing that was lacking on our FaceBook page was the ability to connect with a potential customer right when they are most interested in our service. Using SnapEngage has become a vital piece of our sales process, visitors love that they can chat directly with an expert”

 

FaceBook is undoubtedly one of the most successful social platforms on the web today.  Now with the SnapEngage chat app for your pages you just became 100% more social. If you don’t have a SnapEngage account yet remember we do offer a free 15 day trial if you would like to test it out or share with a friend.

~Photo courtesy of Flickr user Snugg~

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Ancient wisdom and a new integration, meet LeadFormix

On August 9, 2011, in integration, release, by chris.vieville
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Sun Tzu a 6th century Chinese General once said, “If you know others and know yourself, you will not be imperiled in a hundred battles”. Sometimes doing business feels a little bit like you are sauntering out onto the field of battle ready to tackle an enormous force rallied against you. When faced with such a challenge it always helps to be prepared and level the playing field anyway you can. If you are an intrepid general then you already know the power that is SnapEngage and wield it with strategic fervor. Now what about knowing others? Thanks to a new upgrade in your SnapEngage arsenal now you can know even MORE!

We are pleased to announce our newest integration with LeadFormix. “Hold the press!” you say, “just what is this LeadFormix aside from having a really cool name?” Well why don’t I let them tell you a bit more:

“LeadFormix is a highly proactive, cloud based, B2B Marketing Automation 2.0 platform that helps identify and create sales opportunities by measuring visitor intent. It provides unmatched actionable intelligence to qualify opportunity accurately and provide a scalable solution for targeted response, using a state of the art data mining engine”

Well if that doesn’t sound like a battlefield upgrade I don’t know what does! Now at the start of your chats you will automatically receive detailed company information like address, phone, website, # of employees and industry.

To enable LeadFormix with you SnapEngage account simply go to the Plugins section in your SnapEngage account:

  1. Click on the LeadFormix logo
  2. Check the box to enable the integration
  3. Put in your LeadFormix Username and API Key
  4. Click Save

It is as simple as that, now go win!

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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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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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Flowtown plugin

On September 24, 2010, in integration, release, by jerome.breche
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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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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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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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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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SnapABug for Zendesk

On December 10, 2009, in integration, by jerome.breche
2

ZenDesk is a help desk platform that simplies the customer support management process for both the enterprise and the customer.

Using SnapABug with Zendesk, you can now receive the remote screenshot and detailed information captured by SnapABug in your Zendesk support requests directly and help your customers faster.

Here is how a support request generated by SnapABug looks like in Zendesk:


Configuring SnapABug for Zendesk:

1. Sign Up at http://snapabug.com

2. Define how you want the button to look like, grab the javascript code from the configurator and place it on your website




3. In the “configuration” tab, select the action “create a Zendesk support request”



That’s it. You are all set to start seeing what you visitors are seeing from Zendesk.

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SnapABug for FogBugz

On November 29, 2009, in integration, by jerome.breche
1

FogBugz is a great issue and customer request tracking system.
We’ve launched a couple of weeks ago our initial integration with FogBugz and we are happy to announce today the release of an even better integration between SnapABug and FogBugz, Making it easier to record customer support actions in FogBugz from your SnapABug help widget.

Here is an example of a FogBugz bug generated by SnapABug.
From one place, you get all the information you need to support your customer effectively.

The problem along with all the debug information such as location, url where the user was when he/she requested support, the operating environment and browser versions, language and additional plugins installed on the user machine) are in the FogBugz Support Request.
Both OS and Browser are automatically added as tags to the ticket, letting you easily find all problems experienced on Internet Explorer 6 for example.
But more importantly, the snapshot of the webpage as seen by the user is directly available in FogBugz.

Go ahead, give it a try.

Here is how to configure your SnapABug widget to report support requests to FogBugz.

- In the SnapABug configurator, select “create a FogBugz case” from the action list

    - Enter your FogBugz url and a valid user credential, then click “Validate Connection”. Don’t worry, we do not keep the password, it is only used once to generate a token that will allow SnapABug t talk to your FogBugz system.

    - Select a project and an area where new support requests will be directed

      SnapABug configuration, select FogBugz project and area

      - Click “Save”

        That’s it!
        You are now all set to receive your SnapABug requests directly in FogBugz.

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