As technological advancements continue to infuse and transform every facet of society, the healthcare industry is no exception. While some may argue that healthcare technology adoption has been too sluggish at times, consumers, patients, and providers alike can all be thankful that a rapidly changing landscape solidifies the need for HIPAA compliant technology solutions in 2017 and beyond. Organizations already using HIPAA compliant technology have experienced profound results, including:

• Reduced cost-per-interaction
• Higher patient satisfaction
• Improved efficiencies
• Reduced risk of facing costly noncompliance penalties
• Improved reporting and data collection
• Increased conversion rates

The CDC reports that in 2015 alone the United States spent $3.2 trillion in healthcare expenditures, and this number continues to climb. Providers today can adopt innovative and creative uses of HIPAA compliant technology in their efforts to curb rising costs while meeting the needs of a growing population that is living longer than ever before.   

New audience; new technologies

The demand for advancements in healthcare technology has been spurred in part by our nation’s changing population and recent shifts in demographics. Millennials have officially overtaken Baby Boomers as the largest living generation in America, as reported by Pew Research Center. In fact, millennials now number 74.5 million in the United States alone and represent over a quarter of the nation’s population. It’s hard to ignore the fact that these 74.5 million individuals possess immense purchasing power.

As members of the generation continue to move into their prime spending years, advance in careers, raise families and assist aging parents and/or grandparents, this power and the generation’s desire for a revamped healthcare system that integrates with their lifestyle will increase. In fact, 60 percent of millennials are in favor of incorporating telemedicine (the use of telecommunications technologies to support remote health care, education, and administration) into their comprehensive healthcare strategy. Smart healthcare organizations looking to cater to a changing demographic while remaining competitive in the landscape can use HIPAA compliant technology solutions such as live chat to their advantage.

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How SIEM Provider, AlienVault,
Experienced Rapid Growth
After Switching to SnapEngage

About AlienVault

Founded in 2007 in San Mateo, CA, AlienVault is a top-rated, award-winning security information and event management (SIEM) provider. AlienVault’s mission is to enable organizations of all sizes to detect and respond to today’s security threats in cloud, on-premise, and hybrid cloud environments. 

Over 5,000 customers across the globe (including Subaru, U.S. Air Force, and Dole) trust AlienVault to provide highly intelligent security that is both affordable and simple to use. Their Unified Security Management™ (USM™) offering delivers a comprehensive array of security capabilities to help organizations meet the need for effective threat detection, incident response, and compliance. These capabilities include asset discovery, vulnerability assessment, behavioral monitoring, SIEM, and intrusion detection.

The Need for a Seamless Sales Solution

In June of 2014, AlienVault was experimenting with live chat services as part of an overall strategy to increase sales and their customer base, and began using LivePerson on the sales front (along with Footprint chat). The team knew that no matter which software they used, one of their key requirements for any chat solution was the ability to integrate seamlessly with Salesforce (the team’s primary CRM for all sales/marketing activities and lead tracking).

AlienVault had recently brought on Graham Cohen, a Web Product Manager within the team responsible for managing front-end products and operations such as the Open Threat Exchange, marketing website, Salesforce and Marketo integrations, and the company’s service-layer integration. Graham was tasked with fleshing out the organization’s live chat program further, and quickly realized that their current chat provider was not meeting their needs. (more…)

Happy Team, Happy Customers

Guest Author: Heather Younger, Customer Fanatix Founder & CEO

Which comes first: the employee or the customer? This is a constant question that businesses of all sizes face as they struggle to balance employee and customer needs. There are plenty of arguments to be made in favor of putting the customer first every time. After all, without customers that are ready and willing to buy, it is impossible to support and maintain a business and the employees that serve that business. Supports of this mentality believe that businesses should focus 100% of efforts on delighting customers if they stand any chance of being successful.

However, we have all heard the “Employee first, customer second” philosophy on growing and maintaining a flourishing business. Supporters of this philosophy believe that companies should put employees first in all situations, and the rest will fall into place.

Why does employee engagement matter to my customers?

My personal experiences in employee engagement have shown me that an effective employee experience strategy directly affects the customer experience. When my clients want to transform their customer experience, they often list off well-known companies that are praised for excellent customer experiences and ask what they can do to achieve the same results.

When I get these types of questions, my answer often surprises clients: It’s very exciting that you’re prepared to move forward with a customer experience strategy, but let’s take a look at your employee experience strategy first.  (more…)

At SnapEngage, we’re constantly finding new ways to improve the user experience and drive customer engagement forward. With that, we’re proud to share with you a quick round-up of some of our latest product updates, as well as tips to make the most of each within your organization. Check ’em out!

New Minimized Chat View

We’ve recently applied a new minimized view of the chat for enhanced end-user experience. When the chat is minimized, visitors now see the agent’s avatar displayed along with a preview of the agent’s message(s). A message ticker count will also display beside the agent avatar. Learn more about minimized view improvements here.

Tip for Sucesss: This feature will soon be implemented automatically on all SnapEngage accounts, but you can still take advantage of this update now. Just head over to your Admin Dashboard’s “Design Studio” tab, and click “Save Changes” to implement the new minimized view on your account. Also, consider your agent photos carefully when choosing them. They provide an easy way to add a human element to the chat experience. Check out these tips to choose effective agent photos.  (more…)

Avoid these common pitfalls to deliver
top-notch SMS customer support

Text is one of the most popular forms of communication. When you think about it, there are many reasons why. It doesn’t require an internet connection like Facebook Messenger and WhatsApp. It doesn’t even require a smartphone, most any kind of cell phone has the ability to send and receive texts. Even when cell phone reception is weak, texts can still get through. And once they do get through, they’re usually opened within 3 minutes.

All of these reasons also make text an excellent channel for customer service. Businesses can reach a wider range of customers more quickly and efficiently, and they can offer clients the luxury of instant customer support via a preferred communication channel.

That being said, there are good ways and bad ways to use text for customer support. Time zone snafus, messaging clients who haven’t opted in, giving long-winded explanations via text and other no-no’s can all lead to frustrating customer experiences – rather than successful resolution of issues and inquiries.

Here are the top 7 mistakes to avoid when using SMS for customer support:
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