Winterize your Chat Box

On December 8, 2011, in release, Tips & Tricks, by chris.vieville
0

Looking out at all the lovely snow on the beautiful mountains surrounding Boulder, there is no arguing winter has arrived. Many of us are bundling up to stay warm, sipping hot cocoa and taking bets on who will sustain the worse skiing injury this year and it really puts you in a festive mood. To celebrate we thought it would be a great idea to create a Winter Themed chat box and in the spirit of sharing it is available for all our customers to use.

Winter Chat Box

To enable this brrrrrrilliant theme you will need to make a small change to your SnapEngage code. You are looking for snapabug.js in your widget code, easiest thing to do is a ctrl+F and search directly for snapabug.js

Once you have located snapabug.js you will want to replace that line of code with snapengage-winter.js update and then you are all set!

As always free to chat with us if you have any questions about enabling the new chat box. We hope that you are able to enjoy these winter months and keep warm. We wish you all a wonderful holiday season and the best for the New Year!

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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
0

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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Announcing SnapEngage Priority Tiers

On October 5, 2011, in release, by chris.vieville
2

At SnapEngage we are always listening to the feedback you give us and looking for ways to improve our service even more. Recently we released a new feature that will address a common challenge associated with effectively responding to chat requests. We have added the ability to create priority tiers for your agents so now you can segment your agents into easier to manage groups. Additionally you can assign a priority to each of those groups creating 1st responders, 2nd, 3rd and so on.

Here is a short video detailing how to use the new system so that you can create those multiple tiers for your live chat agents.

YouTube Preview Image

The way priority tiers work is proactive chats and new help requests will go to your Tier 1 agents first until those agents reach their maximum # of chats (by default it is set at 4 but you can change that in the Live Chat Tab -> Advanced section).

Once your Tier 1 agents reach capacity the system will move to the agents listed in Tier 2 using the same logic and them move onto Tier 3 and beyond as needed. Agents can always transfer a chat to another agent no matter what tier they are in with the \transfer command.

Using priority tiers you will allow your agents to focus on their immediate tasks while at the same time reducing the chance that you will have visitors waiting in a queue to chat. As your chat requests increase the system will always scale up to the next tier of agents making them available when they are needed most. When chat volume is low and can easily be handled by your tier 1 agents this allows your higher tier agents to focus on other tasks.

Using tiers is a great way to maximize the effectiveness of your team and always make sure you are providing world class service to your customers and constantly creating new friends!

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SnapEngage Call Me Feature Now with Twice the Cake

On August 23, 2011, in release, by chris.vieville
1

FOR IMMEDIATE RELEASE: Now SnapEngage live chat features include advanced Call Me. Your website visitors can place a Call Me directly thru their computer using a headset or mic and speakers to call from anywhere in the world for Free! <for more details see below>

In an age where more and more business is being conducted on the Internet we are often confronted with challenges that have never existed before. When you stroll down to the local shop “Awesome 3ft Cakes” there is a helpful clerk at the cash register, perhaps someone stocking shelves maybe even a baker proudly displaying tarts and treats. When you stop to admire the cornucopia of goods you will most likely get a personal greeting.

“Hello, thank you for visiting. How may I help you?”

“Actually yes I was wondering about that beautiful triple chocolate 3ft monstrosity you have there, is it raspberry filling?” you ask sheepishly.

Typical interactions to say the least and most likely you now want cake.

Let’s fast forward now and throw in a bit of teleportation for good measure placing you in front of your computer but on vacation in Papua New Guinea. You just remembered you need a cake delivered to your house on the day you return to the States but completely forgot! Quickly you go to www.awesome3ftcakes.com. Well they have a great collection of photos to browse through but you have some questions, what to do? Thankfully you notice a pop up in the lower portion of your screen with a picture of the baker.

 

“Hello, thank you for visiting. How may I help you?”

“Actually yes you can, but please forgive my slow typing. I was injured in a Wolverine washing incident earlier today.” You sheepishly type back.

“No worries just click the Call Me button and we can talk on the phone or even through your computer using your mic and speakers.”

“No way!” you painfully single finger type back wondering what type of witchery is this?

Throwing caution to the wind you eagerly click on the Call Me button and are presented with two options

Well seeing as your headset was already plugged into the computer and not relishing the thought of reaching into your pocket for the cellphone with all the bandaging on your hands; why not… here it goes, you click the Call from my Computer icon. A small pop up comes into view asking you to allow access to your microphone and webcam but knowing that this is a voice call there is no need to primp your hair.

“It’s ringing!” your inner monologue exclaims. Then you are greeted by the sultry sounds of your local baker who proceeds to direct your page to a variety of lovely cakes while you chat away using nothing more than your headset giving your battered fingers a rest.

Not only was the day saved and the cake ordered you were so impressed with the awesome service and realizing how many people you would need to feed you upgraded to the 6ft cake. Also turns out the baker used to be a professional Wolverine wrestler and had some helpful tips for you to try next time. Reflecting on an amazing vacation you lay your head down and think to yourself I’ve got to check out that SnapEngage when I get home, THEN my site will truly rock!

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Ancient wisdom and a new integration, meet LeadFormix

On August 9, 2011, in integration, release, by chris.vieville
6

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

On May 4, 2010, in integration, release, by jerome.breche
3

It is now possible to assign Zendesk tag values while in a chat.
 Imaging that you are chatting with one of your website visitor and you want to flag this specific request as a lead in Zendesk for later follow-up. You can now type “/tag = lead” in your preferred instant messaging client and the Zendesk ticket will automatically be tagged with the “lead” keyword.
Now if you couple this capability with Zendesk custom Triggers, you get a very flexible system…

Here is the generic documentation:

To assign Zendesk tags during a chat, support agents can type: /tag = {tagValues}.
e.g.: /tag = sales, or to assign multiple tags at once: /tag = tag1 tag2 tag3
The tag assignment command can be used multiple times during the same chat session.

And a bonus:

We’ve also added the ability to send arbitrary data to Zendesk the same way. Simply substitute tag by any other word you want and it will be added to the ticket message (Zendesk can have rules setup based on the ticket content).
e.g.: /SnapABug = awesome

Enjoy,
and please keep letting us know how we can make SnapABug better for you!


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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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