Elevate and Enhance Your Brand with Powerful New Chat Design Tools Contributors: Addie Levinsky, Abby Schmautz & Kent Riggs Your brand is important. It’s unique. It’s not (nor should it be) confined to a singular image, color, pattern, or name. At SnapEngage, we truly believe the user experience is a culmination of a company’s earnest, varied efforts across all touchpoints large and small – and this includes perception of your brand. We’ve now made it easier than ever to tailor the chat experience to your brand with the recent unveiling of the SnapEngage Design Studio. This exciting new release infuses our customization options with powerful new design tools to help you fully customize your brand’s chat experience. […]

Full Article →

Improved emoji support for SnapEngage clients and visitors We’re excited to announce that we recently added expanded emoji support to our live chat interface on both the client and visitor sides. So, now, whether you’re chatting with your team or chatting with your website visitors, you can say what you want to say with emojis. The new release brings the following enhancements: Improved image library We’ve added an expansive library of commonly (and not-so-commonly) used emojis so every emotion, symbol and reaction is at your fingertips. From animals to food to sports, whatever you have to say, you can now say with an emoji! […]

Full Article →

A More Accessible Live Chat API While we strive to meet the demands of all of our users, there is no one-size-fits-all solution when it comes to software development… BUT we still want to help see all of your out-of-the-box ideas to fruition, which is why we offer a flexible live chat API to adapt to your own use cases. And even better… you can now generate your custom API key quickly and easily within your SnapEngage Admin Dashboard. (NOTE: The API Key Generator tool currently only allows access to the Visitor Chat API with more API functionality coming soon.) […]

Full Article →

SnapEngage Recognized Among Top 50 Second Stage Companies in Colorado We’re excited and honored to announce that SnapEngage has been named a 2016 Colorado Company to Watch. Colorado Companies to Watch honors second stage companies that develop valuable products and services, create quality jobs, enrich communities, and create new industries throughout Colorado. SnapEngage was one of 50 winners selected from over 1,000 nominations. “We are honored to be recognized among such elite company in the Colorado business community,” says Jerome Breche, Co-Founder & CEO of SnapEngage. “I attribute our company’s success to our amazing team who continue to drive and inspire me every day. […]

Full Article →

We’re Chatting About Chat SnapEngage’s new live chat webinar series is a free, low-commitment way for you to learn more about how to leverage SnapEngage’s live chat software to boost sales and customer satisfaction. Each week, our team of live chat experts will present brief walk-throughs that include live chat best practices, feature demonstrations, integration spotlights and more! When we say brief, we’re talking 20-ish minutes, because let’s be honest, who has much more than that to spare in their day? […]

Full Article →

More intuitive display and additional agent performance reporting These days, every strategic decision is a result of how we interpret data, which is why we have made some recent enhancements to your Live Chat Analytics. These updates include more user-friendly displays and additional agent performance reporting capabilities. […]

Full Article →

With offices in Germany and the United States, SnapEngage serves a broadly international client base. So, how does the recent announcement by Europe’s highest court regarding US-EU Safe Harbor terms affect SnapEngage? Safe Harbor Terms No Longer Apply In a seemingly sudden and surprising ruling on Tuesday, the European Union’s highest court denounced the US-EU Safe Harbor agreement that has been in place since 2000. Safe Harbor terms provided by the U.S. Department of Commerce were accepted by the European Commission in 2000 to address the issue of privacy with personal data transfers from the EU. In Tuesday’s ruling, the European Union Court of Justice found the protection protocols contained in the Safe Harbor terms to be insufficient and illegal. […]

Full Article →

We’re happy to announce that Talkdesk call center software has built a new integration with SnapEngage! This integration provides additional methods of connecting with your website visitors. By using SnapEngage + Talkdesk, you’ll create an optimal user experience which maximizes efficiency, communication, and satisfaction for both customers and your team. Key Integration Features:
  • Seamless integration between SnapEngage + Talkdesk provides an easy way to stay on top of customer information and previous interactions
  • After a chat, all data and visitor details from SnapEngage transfer directly to Talkdesk
  • Chat transcripts and offline messages are pushed to Talkdesk after a chat closes or when a user submits an offline request
  • View all SnapEngage chat interactions directly within Talkdesk, for a complete view of customer activity in one place
  • The best part?
[…]

Full Article →

As an super star agent, it’s not uncommon to be assigned to multiple widgets such as sales and support and to have those widgets configured to use different integrations, like Salesforce and UserVoice. So what do you do when a sales chat actually turns out to be a support chat, or vice versa? One thing you can do is to transfer the chat to another agent on the sales or support widget. However, since you know your stuff and would rather keep the chat it’d be really handy if you could simply transfer the widget to yourself on another widget or better yet, simply “switch” the widget the chat is on. […]

Full Article →

Have you ever wished you could change the maximum amount of chats that each agent can handle? Especially when you have a new agent who is still learning the ropes? Or when you have a rock star agent that easily handles several chats simultaneously? From now on, you can setup the maximum number of web visitor chats each agent can handle on an individual basis. We’ve done away with a blanket setting that must be applied to all agents on the widget. Just go to your Admin Dashboard, then click Agent Settings and select the agent you’d like to edit. Click on ‘Edit’ and you will see our new setting at the bottom, which reads: “Maximum number of visitor chats”. […]

Full Article →

Hello from bright and snowy Boulder! We have made a couple of snazzy UI changes to the post-chat agent survey that your visitors see after a chat has been ended or timed out. (To offer your visitors the post-chat agent survey, please make sure you have enabled this feature in your dashboard by going to Settings -> Options -> Agent Survey).
  • The survey now appears directly beneath the chat transcript after a chat has been ended or timed out. This allows the visitor to scroll up and view the chat transcript after their chat has ended.
  • We’ve also added some animations: The visitor’s chat box will autoscroll down to view the whole survey.
[…]

Full Article →

Hello everyone! The majority of our users rely on the native online Chat Portal to communicate with web visitors and team members. However, we have an important update for current Google Talk users. Google has officially announced that they are discontinuing the Google Talk app for Windows as of today in favor of continuing to build out Google Hangouts (which we are not currently compatible with). So, what exactly does this mean for you? If you were previously using the GTalk app for Windows, this would be a great time to reconsider using our online Chat Portal. We’ve added new features recently, such as an Activity Monitor which allows users to keep tabs on current chats directly from the Chat Portal. […]

Full Article →

Interested in providing stellar customer support? Of course you are! We’re always seeking new ways to help you help your customers, and today we have an announcement that is sure to delight everyone: the SnapEngage App is now available in Hootsuite! In a nutshell, the new SnapEngage App provides an exciting new avenue for joint SnapEngage/Hootsuite users to boost their customer support via live chat initiated through Twitter. Scenario: Your customer is frustrated and upset. They are experiencing issues with your product. They need an answer right now (in their mind: yesterday). They don’t want to sit on the phone waiting to speak with a real live human, email a generic support address, or submit a support ticket into the void where it could take 4, 12, or even 24+ hours to receive a response (let alone a resolution). […]

Full Article →

SnapEngage now keeps track of who is making changes to your Account, Widgets, and Permissions, when those changes were made, and what the changes were.  This allows you to keep better track of when things are changing, what they’re changing from, and who is making those changes.  We feel this knowledge helps you to better manage your account by not only keeping track of who is making changes, but lets you go back to previous settings by keeping track of what values changed from. The Audit Logs offer filtering by date, type, and Widget to help you find exactly what you’re looking for.  […]

Full Article →

We have completely overhauled our Real-Time Chat Monitoring system to make it easier for you to understand all your chat activity at a glance. Whether you have one widget or many, we have a monitoring page for you. And what’s more, you can grab a link to share with your team which removes any sensitive, identifying information about your visitors. Try putting your monitor page up on a big screen somewhere in the office, or share the link with each of your agents so the whole team can monitor your widget’s chat activity together. Chats waiting in the queue will be bright red dots, so you’ll always know when you need to pull one of your agents off pause to handle the overflow! […]

Full Article →

Nothing can bring a real sense of security except true love. We do love you, for sure, but in a world of complex threats we want to, tangibly, offer you a secure service as well. That is why we’re proudly introducing our new Security Settings! Our conscious developers’ team has been working during the past few weeks on a series of configurable settings that will protect you more effectively against any malicious hacking and mischiefs. As the account owner, you – and only you- will now have actual control on the security of your SnapEngage account. *The new security settings are available on premier, unlimited and enterprise accounts. […]

Full Article →

Greetings everyone! SnapEngage is proud to announce our native, certified integration with Hubspot! With the new SnapEngage + Hubspot integration, you’ll be able to leverage both online and offline interactions with your website visitors in exciting new ways to maximize your SnapEngage service and convert your leads into sales. Keep track of all SnapEngage chat interactions and leads directly in Hubspot, your all-inclusive marketing platform. In case you’re already a SnapEngage/Hubspot user and you haven’t given this exciting new integration a try, we recommend that you run – not walk – to your Admin Dashboard to set it up (well, after you finish reading this post of course!). […]

Full Article →

If you’ve been with us for a while, hopefully you’ve made good use of our Reports system to monitor and improve both your live chat activity and chat agent performance. We know that actionable data is vital for improving both your business and your customers’ experience, and although our Reports were very useful, we knew we could make them better and more useful for you! That is why we’re proud to bring you our new Analytics system! It’s better, faster, stronger, more accurate, and completely rebuilt! (Also prettier.) The new system has been custom built by our developers over the last several months to be perfectly suited to your needs and specifications, so you have all the tools at your disposal to increase your live chat performance, and grow your business! […]

Full Article →

Our Call Me feature has been limited only to US and Canadian number, however we are now allowing you to communicate with your international customers by phone. Currently we are supporting these countries United States, Canada, Brazil, Mexico, Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, Finland/Aland Islands, France, Germany, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Spain, Sweden, Switzerland, United Kingdom, Russia, Kazakhstan, Cyprus, Argentina, Australia, Cocos Island, Christmas Island, New Zealand, Chile, Colombia, South Africa, Israel If you want to start using this feature this article would please have a look at this article and it will point you in the correct direction. […]

Full Article →

Salesforce Solutions allows you to create articles to help answer common problems. By connecting your Solutions articles to SnapEngage you will be able to search these articles to quickly answer your customers questions from within the SnapEngage chat portal. To set everything up please follow these steps: Make sure that you have the Salesforce integration connected. You can check this by going to the “Integrations” tab in the admin dashboard where you should see this screen: Look for the green “Connected” message. If it’s present, proceed by clicking on “Knowledgebases” tab then click on the Salesforce icon. If you see a red “Not Connected” message please follow these steps. […]

Full Article →

Hello everyone, We have got some new stuff for you today
  • Fixed issue with Proactive Chat sometimes showing Call Me button although out of Call me schedule. Also minor issue with phone number input error messages.
  • We opened up Call Me to international phone calls.
  • We’ve updated our Zendesk integration to use OAuth authentication. OAuth provides a secure way for your application to access Zendesk data without requiring your sensitive information like username and API token. In your Admin Dashboard you will see an upgrade notification: The next step will be to connect your Zendesk account You will be prompted to login to your Zendesk account if you are not already connected (don’t worry we are not going to save them on our side).
[…]

Full Article →

How often have you stepped away from your desk, only to realize that you accidentally forgot to “Pause” yourself? Or perhaps you’re sitting directly in front of the computer, but you aren’t able to answer an incoming chat as quickly as you’d like to because you’re talking with a colleague or tied up on the phone. Take it from us, these things happen to even the most seasoned Chat Agents from time to time. That’s why we’re excited to announce a snazzy little feature that will help mitigate these problems while helping to enhance your visitor’s experience (because no one enjoys sitting around waiting for an agent to respond to their chat). […]

Full Article →

Wouldn’t it be great if you could read your visitor’s minds? Get a glimpse into their questions and thought process before they send you a question? Just a little peek so you can work on having the best answer in the world prepared and look super responsive to boot? Well guess what you no longer have to be a super hero with x-ray vision or mind reading capabilities. You don’t even need to attend the 3 week mail in, online, by phone undergraduate course from the local Boulder psychic institute to be able to have insight into your customer’s questions before you actually see them! […]

Full Article →

The SnapEngage engineering team has been working to assess the impact for our customers in the wake of disclosure of CVE-2014-0160. The vulnerability, known as Heartbleed, is related to OpenSSL, a cryptography library that is used for encrypting a large majority of the traffic across the Internet. SnapEngage’s systems, including those of our cloud providers, are not affected by the vulnerability or were patched by the providers before the public disclosure of the vulnerability. Although we have no evidence that any data was compromised, concerned users can take the following additional precautions: If you have used the same password on multiple sites or services, in order to protect yourself, you should change the password on all services. […]

Full Article →

Happy Thursday Everyone, We’re excited to be rolling out a new feature in our web client today, Agent Stats! As you can see in the image below we’re now giving agents insights into their average chat response and duration times, as well as the number of chats they’ve handled over the previous seven days. In addition, the arrows to the far right indicate whether their numbers have gone up or down from the preceding week. We’ve added a SnapEngage News section to the web client as well. The news section contains the latest posts from our blog which will help keep you updated on all things SnapEngage. […]

Full Article →

Hello friends! The folks here at SnapEngage have teamed up with a few friends over in Seattle and together we’ve cooked up a little something that is sure to cheer you up during these dark, frosty days (No, it’s not a box of chocolates. You’ll have to wait until the 14th for that). We are excited to unveil our new integration with Bizible Marketing Analytics! For those of you Salesforce users out there, read on. This new integration allows savvy marketers to combine the power of SnapEngage live chat with the marketing insights of Bizible, all within your Salesforce leads.  […]

Full Article →

As we all know, mobile devices are taking over the world. A few statistics to whet your appetite:
  • 91% of all people on earth have a mobile phone
  • 50% of mobile phone users, use mobile as their primary means of browsing the web
  • 72% of tablet owners purchase via their tablets each week
That’s a bunch of impressive numbers which should resonate with anyone reading this… especially since there’s a high probability that you’re reading this on a mobile device yourself. (If you detach the laptop from the power cord that makes it mobile right? Just don’t want anyone to feel left out.) So what has SnapEngage been doing to address this mountain of data? […]

Full Article →

Proactive chat is an excellent way to get your visitor’s attention when they come to your website and creates a wonderful opportunity for engagement. SnapEngage has always made a proactive chat feature available but we knew we could always improve upon it so that is why we are releasing our new Advanced Proactive Chat! With the advanced settings available now you are no longer limited to simply launching chat via time on page or having to code something up to launch a proactive programatically (those options still exists of course!). […]

Full Article →

Hello ZenDesk users! We wanted to give you a quick bit of information regarding a message you may have received from ZenDesk recently. ZenDesk is making a small change to their API which will go into effect on February 13, 2014. Basically, this update will change the Description field to Read-Only. But don’t fret, friends, our developers are taking care of this for you and have implemented a simple change to pair Comments with Chat Transcripts instead of Descriptions. Everything will look the same on your end and there’s nothing you need to do. Our updated code to address this change was deployed today (January 9, 2014). […]

Full Article →

Today we are excited to offer a new, improved, and more powerful SnapEngage and Desk.com integration! Desk.com recently notified us that they were releasing a new API that had more capabilities than you could shake a stick at (although one should never shake a stick, especially if there is a nest of angry wasps attached to it). The great news is that we have completed the update to our integration thanks to the new API from Desk, the not so great news is that the old version of the API will no longer function in the coming months so you will want to make sure you complete the migration soon. […]

Full Article →

As you may or may not know, WordPress is a web software — or Content Management System (CMS) — that allows you to create amazing websites and blogs. Some of the top websites in the world use WordPress to create and manage their websites with ease. By last count it was upwards of 60 million! One of the hallmarks of WordPress is its ease of use, with a multitude of themes, widgets, and plugins that can be enabled with just a few clicks. Today we would like to announce our brand spanking new SnapEngage plugin for WordPress! Whether you’re a seasoned WordPress user, or you just always wanted to take it for a spin, you’ll never have to create another website without SnapEngage Live Chat ever again. […]

Full Article →

Season’s Greetings,  2013 is wrapping up and the holiday season has snuck up on us (as it always does). Many folks might be spending their time guzzling egg nog and munching on mountains of sugar cookies, but here at the SnapEngage offices we’ve been up to our knees in adhesive tape and wrapping paper, working hard to craft the perfect holiday gift for our customers. Here’s Our Gift to You: – Upgrade to a yearly plan by December 31st and receive a -10% discount — PLUS! — – Receive a free personalized Training Session ($250 value) We realize that a personalized training session won’t be as cool as traveling to the North Pole and meeting the distinguished Mr. […]

Full Article →

The first snow is coming down on our Berlin and Boulder offices, time get a hot drink, turn up the heater and winterize your chat box! To help you and your visitors to get into the spirit, we made a festive and frosty chat box style available for you. […]

Full Article →

The SnapEngage Skype Integration is no longer active. After 7 years of availability, Skype announced earlier this month that it will be putting an end to its Desktop API in December 2013. This “Desktop API” (Application Programming Interface) is what enables third-party applications like SnapEngage to communicate with Skype. Since we use a variation of that Desktop API to communicate with Skype — and based on the information provided by Skype — at present, it is not clear if the SnapEngage-to-Skype integration will still work or not after December 2013. Therefore, for new customers we are removing the Skype integration as an available chat client. […]

Full Article →

Hello everyone! We are happy to announce a new feature for our “Email integration.” Starting today, you now have the option to send an additional copy of every chat transcript to your agents’ email. (Web Client agents only.)  After each chat closes, the chat transcript will be sent to the agent who handled the chat. How do you do that? Log in to your SnapEngage settings page, and go to the “Integrations” tab. Click to open the ‘Advanced’ section, and you will see a new option : “Send chat transcripts to your agents’ email.” Set it to “ON” and click “Save.” That’s it! […]

Full Article →

Hello, beloved SnapEngage customers! Please note that we will be taking an offsite strategy meeting this week: from Monday – Friday (Aug 26 –  Aug 30). We will try to be online for support as much as possible, but coverage may be spotty while we are away. We will be spending a lot of time talking about how we can make our product even better for you, where we should to prioritize our development resources, and how to improve customer satisfaction even more. In short: We’ll be working on making you, the customer, even happier. So please bear with us over the next week, and we’ll see you when we get back! […]

Full Article →