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. […]

Full Article →

Take your brand’s chat experience to the next level with our Design Studio. Contributors: Abby Schmautz, Kent Riggs Have you had a chance to get your hands on our new Design Studio yet? (Or, are you sitting there thinking, what’s that? If so, we’d encourage you to check out this previous blog post to get up to speed before diving in here).  As many of our clients are quickly discovering, the Design Studio (released in January) provides an array of opportunities to unify your entire customer experience and ensure that live chat plays a seamless role within that experience. It’s more important than ever for companies to create compelling brand experiences if they want to stay relevant in today’s landscape, which is why our team has worked tirelessly to bring you the Design Studio. […]

Full Article →

Out of sight, out of mind? Written by Jasmin Rosenboom, SnapEngage Sales With contributions from Kent Riggs, SnapEngage Sales The best teams are happy, motivated, and productive. They get there by being connected, consistent, and using clear internal communication. Yet how do we ensure our teams are working cohesively with the unique challenges that remote, modern work environments present? We’ve touched on the importance of autonomy in the workplace and the value of knowing the other teams in your organization. Let’s dive into a challenging dynamic that our team encounters on a daily basis: building a company with two international, remote teams. […]

Full Article →

Navigating Sales with Help from Hitch Contributed by Kent Riggs, SnapEngage Sales In this blog post I’m going to teach you how to be Will Smith. Ok, not actually Will Smith… but his character in the movie Hitch. If you happened to catch this 2005 flick you’ll remember Smith’s character is a tactful dating coach that facilitates manufactured serendipity. Much to the delight of his clients, he employs surefire tactics to woo the lady of their dreams no matter how many left feet they possess. Hitch crafts situations to paint his clients in a favorable light, and it works! I’ll let you in on a little secret… sales is a bit like dating. […]

Full Article →

Don’t keep your customers waiting – offer them live chat for immediate help Written by Claudia Arco, SnapEngage Sales with contributions from Kent Riggs, SnapEngage Sales Social media has done an excellent job of giving us a sounding board for when we’re unhappy. The first thing we do is tweet right at the brand in hopes of finding some resolution in the hope that someone is listening. What we hear is opportunity. Let’s paint a disastrous picture… You’ve made the sale! Congratulations! However, when your gizmos arrived at your customer’s doorstep there was a piece missing in the box. It happens. […]

Full Article →

How to proactively work with your clients to steer them towards success Contributed by Christian Thomas, SnapEngage Client Success Manager While Client Success is all the rage in the SaaS industry these days, establishing a position in your company in charge of ensuring that your customers are happy and successful with your product can be applied to any business. The client success role fits nicely in between your sales, support, development, and even marketing teams. To put it simply: we are advocates for the customer. “Hold on there…” you might be thinking. “I have a customer support team on phones, ticketing systems, live chat. […]

Full Article →

Have you ever wondered what it’s like to be on the front lines of chat support? Contributed by Dan Mowinski, SnapEngage Sales Team Who am I talking to in those funny chat boxes anyway? Who are these humans at SnapEngage that are answering my questions? We’d like to introduce you to our support team, and let you know a bit about who they are and what they think about life at SnapEngage. I’ve interviewed the entire support team to learn more about them. After all, couldn’t we use a little more humanity in the world of online client support? Even though our support team might not always have the answers you want to hear, or may need to follow up later on complex issues, one thing remains clear. […]

Full Article →

Maximize Your Holiday Sales Potential The holidays are upon us, and for some of you, that means crunch time! As the e-commerce frenzy gets underway, shoppers will be looking for speed, convenience and service while they seek out the perfect gifts for their loved ones. Live chat provides an opportunity to capture your website visitors at their peak level of interest, and personally guide them through their purchase. But you can’t just slap a chat box on your website and expect it to run itself. A successful live chat strategy requires some attention and planning. Here are some tips to help you achieve record sales this holiday season. […]

Full Article →

A little trust can go a long way Managing teams is often based on authority where team members are taking orders and following instructions. This more traditional style of management works quite well for factory work, but is usually unfavorable in today’s workplaces where innovation, creativity, and service play a crucial role. As best-selling author Daniel H. Pink puts it: “Control leads to compliance; autonomy leads to engagement.” Autonomy can take many different forms. No matter how you define autonomy, when your team feels they have freedom of action, the results are stunning! Potential benefits include greater employee commitment, better performance, improved productivity, and lower turnover. […]

Full Article →

Stop Wasting Your Lead Gen Efforts When you look at the marketing and sales funnel, there’s a reason that the opening at the bottom is a fraction of the top – it’s hard work converting leads to customers. You spend a lot of time and resources optimizing your website and creating valuable content to attract qualified leads, but what are you doing to qualify and engage those prospects once you have their attention? courtesy of HubSpot   Live chat makes it possible to connect with your visitors, understand their needs and objectives, provide them the information that they need, and guide them through your site towards an action. […]

Full Article →

Diversity unites and strengthens SnapEngage team. Diversity. It’s a word that sparks varied emotions, strong opinions and ingrained ideas, and even controversy. It’s no wonder that diversity (or lack of diversity) has a pivotal impact on the culture, fabric, and even the direction and success of a company. With this in mind – and on the heels of the SnapEngage “About Us” page revamp – the SnapEngage team decided to take a closer look at our own diversity in hopes of better understanding how our employees’ various cultures, personalities, interests, and heritages have built our quirky chat company into what it is today. […]

Full Article →

Keep visitors on your site longer with 404 proactive chat It’s an all too common occurrence. You’re smoothly navigating through a website when all of a sudden, you land on the dreaded 404 page. As a visitor, it’s a super frustrating experience. For businesses, it can result in a lot of lost opportunity. While there are some measures that website owners can take to prevent 404 errors, several 404 culprits are beyond a website administrator’s control, such as a visitor mistyping a URL. One creative way to reduce 404 abandonment is by leveraging proactive chat triggers. Adding a proactive chat trigger to your 404 page Rather than leave your visitors to figure out how to find the content they’re looking for, why not lend a guiding hand? […]

Full Article →

What we’ve learned from doing almost 5 company retreats One of the highlighted employee perks at SnapEngage is the annual company retreat in ‘exotic locations’. [Sidebar: This year we’re heading to Maine, so depending on your background, this may or may not fit into the ‘exotic’ category, but nevertheless, it’s a beautiful place to visit!] Past locations include: Dominican Republic, Mexico (twice) and Iceland. But the retreat is so much more than a perk. The obvious benefit of the retreat is that it provides an opportunity for our two geographically divided teams (from Boulder and Berlin) to really come together and connect, beyond our daily video conferences. […]

Full Article →

It’s Not You, It’s Me. Live chat is much like a dating game. You can flaunt chat buttons all over your website and dish out the best pick-up lines to try to kindle a relationship with your website visitors, but in the end, your visitors are in control of swiping left and rejecting your invitation, or swiping right to explore more about what you have to offer. Live chat software doesn’t have much use if nobody’s chatting. So, how do you maximize opportunities to engage with your website visitors? Here are a few tips to increase awareness and get more prospects and customers chatting with you. […]

Full Article →

Using Google Analytics to Measure Proactive Chat Engagement So, you’ve set up some automated proactive chat invitations on your website and visitors are responding to your messages. Excellent!  You’re well on your way to better customer engagement! But proactive chat is not a set-it-and-forget-it solution. As with any customer engagement strategy, ongoing evaluation and optimization is the only way to achieve continued growth. Your SnapEngage Admin Dashboard gives you some overview analytics on Proactive v. Reactive Engagement, which provides a high-level snapshot of how your visitors are interacting with your chat buttons and proactive invitations. […]

Full Article →

How to handle angry chatters We’ve all heard the compelling stats repeatedly proving that it’s easier to keep existing customers than acquire new ones. As competitive landscapes become saturated across industry verticals, customers are increasingly looking to customer experience as a differentiating factor when making purchasing decisions. But keeping customers happy can sometimes prove challenging. Here are some tips to help front-line customer support agents deal with difficult conversations over live chat. Listen and remain calm. Sometimes easier said than done, but try to go to your happy place. Clients who choose live chat as a venting channel can sometimes come off a little harsher than they may through other communication methods (the natural effect of written communications). […]

Full Article →

Note from a SnapEngage newbie Like most software companies, we tend to get caught up in the technology of our product and the fundamental reasons for doing what we do begin to fade into the background. We recently brought on a new team member who brings a fresh perspective to live chat, reminding us that the power behind conversion and customer satisfaction is not in the technology, it’s in the conversation. TL;DR: Actually talking to your customers is important. Businesses can and should make this happen in real-time. Practice best practices with pros to ensure the best results. _______________________________________________________ The fine folks over at Hubspot put together this swell infographic on the history of web design. […]

Full Article →

Hi there! Wondering how to begin an effective proactive chat strategy? If so, you’ve come to the right place. Proactive chat is a mighty tool that is certain to generate increased visitor engagement. But for newer SnapEngage users who may be giving proactive chat a try for the first time, it’s a good idea to keep these fundamental tips in mind to ensure a high success rate. […]

Full Article →

How To Create Superstar Agents Your live chat software can have the fanciest bells and whistles – and trust us, there are some pretty darn cool chat features – but if you don’t have agents who can effectively communicate and use the tools at their fingertips, you’ll never harness the true power of live chat. As your most intimate connection to your customers, your chat agents (i.e. sales and support teams) are your most valuable conversion and retention assets. But as you grow your team, it’s not just about finding the right people to interact with your customers. Just like your website visitors, your live chat agents need nurturing and the right support system to bring positive results to your organization. […]

Full Article →

Use these tips to lay the foundation for a successful live chat program. It’s no secret that today’s business landscape is saturated with competition. Rival companies struggle to differentiate themselves as they vie for the fleeting attention (and precious dollars) of prospects around the globe. Many companies across a diverse set of industries have turned to live chat software to push themselves above the competition by creating more efficient and meaningful interactions with their prospects and clients. However, it’s important to understand the fundamentals of how to make live chat truly work for – aka generate profit – for your company. […]

Full Article →

How we adapted to startup growing pains with a team-inspired employee handbook Many of the startup Cinderella stories that we hear tend to follow the same plot – you know, the tale of two young students collaborating on a napkin sketch over some beers, selling their brainchild for billions two years later. What you don’t hear as much about are the growing pains that every startup goes through on their way from bootstrapped beginnings to profit-turning machine. As a later stage startup, we’ve already experienced our fair share of organizational change to meet the demands of our growing client base. But one recent update sticks out as a milestone in our growth as a company – the creation of the SnapEngage Employee Handbook. […]

Full Article →

The Insider List of Live Chat DON’Ts Needless to say, we’ve seen a lot of live chat in our day. We’ve celebrated compelling live chat successes alongside our clients, but we’ve also slumped our shoulders and shaken our heads at some live chat fails along the way. Our tools are intended to empower your sales and support teams to achieve their full potential, but in the end, we can only provide the tools, some sage advice and hope that you “Fly little birdie, fly!” Sometimes hearing what not to do can serve as an equally good starting point down the road to success. […]

Full Article →

Using Client Feedback to Drive Innovation What drives innovation in your organization? Are you constantly bringing “Wouldn’t it be cool if…” ideas to your product development team (to inevitably be met with eye rolls)? Or, are you truly listening to the wants and needs of your clients and working to improve your product to meet the demands of your user base? Hopefully, you answered with the latter. Companies large and small across the globe interact with their clients on a daily basis, exchanging information through various streams – live chat, phone, email, support tickets, social mentions, etc. But information is only meaningful when there are processes in place to act on incoming client feedback. […]

Full Article →

How To Qualify Leads With Live Chat So you’ve built a can’t-live-without product/service, defined your buyer personas and created some great lead generation campaigns to get qualified traffic to your website. But attracting eyeballs is only the first step. How do you sift through your website visitors to make sure you’re focusing engagement efforts on your most actionable buyers, rather than wasting time with lost traffic and looky-loos? Lead qualification is a crucial step in the sales funnel, but it can also prove frustrating at times. Live chat software provides excellent tools to help qualify leads so your sales team can do what they do best – close deals. […]

Full Article →

Keep Calm and Chat On A busy chat day should typically be welcomed and celebrated (aside from site outages and other critical issues). Engaging with your website visitors is a great first step towards converting them to valued customers, and more leads entering your funnel means more opportunity to generate revenue. But when chat volumes approach your team’s capacity limits, anxiety can build as you struggle to deliver a consistent, outstanding customer experience to all visitors. Here are some helpful tips for maintaining your cool and thriving during busy chat times. […]

Full Article →

Delivering an Omni-Channel Customer Experience through Social Media Love it, hate it, or simply live with it, there’s no denying that social media is everywhere and it’s here to stay. From photo sharing and 140 character statements to career building forums and dating services, social media has seeped its way into nearly every facet of our world. So what does all this mean? Businesses must embrace and adapt to the changing digital social sphere by evaluating the effects and opportunities across their organization. Different functions to consider include: sales/marketing, customer support, reputation management, talent recruitment/management, research/development. As customer experience continues to grow as a differentiation strategy, it’s important for businesses to meet the increasing demands of consumers, which requires an omni-channel approach to customer engagement, including… you guessed it… social media! […]

Full Article →

5-Step Live Chat Checkup For many, the new year signifies a time of new beginnings, bringing excitement, hope and a touch of anxiety. As we reflect on our personal and professional accomplishments (and shortcomings) and begin to set goals for the year ahead, it can be helpful to start with a little housekeeping. Here are some helpful tips to get your 2016 live chat strategy off to a great start. […]

Full Article →

Why Your Customer Experience Strategy Needs to Include Live Chat The competitive landscape across most industries today is characterized by flooded marketplaces that leads to increased buyer empowerment. As it becomes increasingly difficult to differentiate at the product and feature level, brands have turned to customer experience to create competitive advantages. In fact, research shows that 89% of companies plan to compete on the basis of customer experience next year. Two basic fundamentals that consistently define a positive customer experience are speed and convenience. Live chat’s upward trend in adoption and usage, especially among millennials (see How Demographics Impact Live Chat), is a direct result of delivering on these two core needs among buyers. […]

Full Article →

Christm-ify your live chat agent photos Our team gets pretty amped up for the holidays. It’s a time for us to come together to celebrate the year, and also a great excuse for us to drink eggnog, exchange ridiculous gifts and wear ugly holiday sweaters and onesies (thanks to our favorite outfitters at Tipsy Elves). This year, our dev team surprised us by adding Santa hats (and other seasonally-inspired accessories) to all of our agent photos, company-wide. The photos have been so well received by our website visitors, we thought we’d share a simple step-by-step guide on how to spread your own holiday cheer with customized live chat agent photos. […]

Full Article →

4 Lessons we can learn from Black Friday We often talk about Hallmark Holidays, such as Valentine’s Day, Mother’s Day and Father’s Day, and let’s not forget all the random days for celebration in between – Did you know that today is also National Bavarian Cream Pie Day? We won’t get into the history of Black Friday here, but we all know about the hype that it stirs up for retailers, shoppers (and vocal protestors) the day after Thanksgiving. Whether you’re among the wrestling crowds or you choose to take REI’s well-publicized #OptOutside stance, Black Friday has a lot to teach us about business, life and human nature. […]

Full Article →

Delivering better healthcare support through real-time communication For U.S. based individuals and businesses, November 1st marks the beginning of 2016 Open Enrollment on the Health Insurance Marketplace. Each year from November 1st through January 31st (with varying coverage deadlines in between), millions of Americans scramble to evaluate their health insurance needs and shop new and revised plans available through the state-guided health exchanges. For healthcare-related businesses, this short window presents an influx of questions, activity and opportunity that requires increased support resources. Live chat is an excellent tool to get consumers’ questions answered efficiently and effectively. […]

Full Article →

A Baseline for Your Live Chat Data We’re often asked what are “good” statistics when it comes to live chat performance analytics. While we’d love to give you cut-and-dry answers, the truth is that it truly depends on your usage of the tool, such as sales/support, size of agent team, online availability and many other factors. But, if you’re looking for a general baseline for guidance, here is a side-by-side comparison of our analytics here at SnapEngage alongside our aggregated SnapEngage customer data. (Read more about the data available within your SnapEngage Analytics.) AVERAGE RESPONSE TIME Average response time (aside from online availability) is perhaps the most important metric when evaluating live chat agent performance. […]

Full Article →

Canned Responses to Cut Down on Keystrokes Agent response time is perhaps the most important contributor (or culprit) of live chat’s success (or failure), and every precious second counts! Shortcuts (a.k.a. canned responses) are an agent’s best friend, especially during high activity periods. Shortcuts reduce the amount of time your agents spend typing by allowing you to set up shorthand commands to populate common responses when chatting with visitors. Here are 15 helpful shortcuts that the SnapEngage team uses every day to cut down on keystrokes. Feel free to copy or adapt these for your own usage, and we hope these examples spawn some other useful shortcuts for your team! […]

Full Article →

How One SnapEngage Client is Using SMS-to-Chat U.S. Patriot Tactical is the nation’s largest off post military retailer for boots, uniforms, bags and gear. Processing thousands of transactions every day through their retail and online stores, customer service is their highest priority. SnapEngage live chat enables them to communicate with their customers in real time to provide product details, sizing information, shipping timeframes and more. Beyond the standard website (desktop and mobile) live chat channels, U.S. Patriot Tactical is using one of SnapEngage’s newest features, SMS-to-Chat, to facilitate returns, exchanges and other billing inquiries. By including their SMS number on invoices, receipts and packing slips, customers are able to quickly contact U.S. […]

Full Article →

The Why & How of Customer Engagement The old days of customer service conjure up images of a dimly lit counter at the back of a store with an agent apathetically chomping gum while an enraged customer rants on about how the VCR that they bought yesterday has eaten their favorite VHS tape. Those days are long gone! Today, customers hold the key to a business’ success or failure. Social media has forever changed the customer service landscape, allowing fans and haters alike to proclaim their experiences to the masses. In this cloud of peer reviews, businesses must rethink the way they interact with their audience and focus on transitioning from the old days of Customer Service to the new ways of Customer Engagement. […]

Full Article →

What I Learned From My First Week On Chat We’ve all been there… When you walk up to the edge and are presented with the choice – Sink or Swim? As one of the newest members of the SnapEngage Team, my ceremonial initiation took place last week when I took the plunge into the live chat world as a real live agent! That first day, as I cursored my mouse over the toggle to switch myself to ‘online’ status, I felt an uptick in my heartbeat and a flutter in my stomach. Acting in both sales and support roles, I knew that visitors were going to look to me as their go-to expert on the SnapEngage product, and I by no means had all the answers on my own. […]

Full Article →

Improving efficiency and collaboration in your work environment. Do you find yourself participating in meetings about meetings? When’s the last time you sat through a meeting where the only outcome was scheduling another meeting? While we don’t have any official stats to back this up (other than our own previous work experience), we’re going to go out on a limb and say that 90% of meetings are a waste of time. There is a place for meetings in the workplace, but they should be reserved for decision making and only involve the people who are essential to that process. For day-to-day collaboration and workplace banter, team chat provides a forum for co-workers to interact one-on-one and in groups without straying too far from the project at hand. […]

Full Article →

Live chat has firmly planted itself in both the B2B and B2C spaces, and every year hundreds of companies decide to conduct their online sales and/or support efforts through a live chat service for the first time. Yet, have you ever stopped to think about the key role that demographics play in the live chat sphere? Craig Borowski of Software Advice wanted to explore this very question, and recounted his findings in this recent study. We had a chance to chat with Craig about his findings, detailed below! SnapEngage: Which specific aspects of live chat correspondence do you feel appeal to those aged 18-34? […]

Full Article →

We occasionally hear requests for this feature, “Site Monitoring,” which allows you to view all of your website visitors in real time for the purpose of manually extending chat invitations one by one. We decided that the time had come to document our official stance on the matter. It is not surprising that Site Monitoring seems attractive at first glance, but if you give us a moment of your time, we think you’ll see how and why SnapEngage’s “Proactive Chat” feature trumps the supposed advantages of Site Monitoring by a wide margin. Please see the full article in our Support Knowledgebase […]

Full Article →

An open structure for communicating among your agents is vital for sharing best practices, responding to the unusual request, and spreading the latest video to go viral on youtube. (Just don’t mention to my boss we use it for the last of those.) Encourage your customer support team to work in an environment where they can ask questions of each other without getting up from their desk or use an online forum for your agents to have a group chat. If your current chat system does not support group chat consider using one with Skype, Gtalk or team messaging in the SnapEnagage web client. […]

Full Article →

Today Blake, (one of our resident SnapEngage Customer Super Heroes and a culinary wizard when it comes to easily digestible, snack-sized tips on customer service) will be dropping some of his knowledge on whipping up a great customer service experience in an ongoing series of posts. So keep your knives sharpened and your apron on while we lay out some awesome ingredients and great recipes to make your customer service team the envy of the block. With that, Blake, take it away! “There is nothing more important to the vitality of your business than keeping your customers happy.” […]

Full Article →

The news broke in a big way on Friday, April 12th, that a massive attack was underway all over the world, targeting websites running WordPress. Since we have quite a number of customers running SnapEngage on WordPress sites, we wanted to do our part to get the word out. This is a brute-force attack, originating from over 90,000 IP addresses worldwide. (Brute-force attack means the attacking system tries an endless number of common passwords, password variations, and strings of words and numbers in hopes that one of them will work.) […]

Full Article →

Get a jumpstart on Valentine’s Day with this guest post from Blake about loving your customers! Valentine’s Day is the one day of the year we are all reminded to do something special for those we love. Maintaining good relationships with those we love is something we all know to be very important. However, the importance of maintaining good relationships with our customers; those that help us support the ones we love, is often overlooked. As a special treat for you on this Valentine’s Day the SnapEngage team would like to present our tips for getting your customers to love you even more. […]

Full Article →

Today’s blog post is brought to you by our newest member of the Customer Support Hero Squad, Blake Harris! 2012 was certainly a remarkable year. Facebook got its one billionth user, a relatively unknown band from South Korea took YouTube’s crown for the most watched video ever, and all of us (aside from Mr. Twinkie) survived the Mayan apocalypse. What 2013 holds remains to be seen, but one trend you can bet on is the continued growth in e-commerce. From 2004 to 2011, e-commerce sales doubled and yet still only represents a meager 8.6% of all retail commerce, leaving seemingly endless growth potential ahead. […]

Full Article →

It is more than official the new timeline layout has come to pages and as a Facebook page admin that might make you feel a little bit of panic. As with any change a little bit of trepidation is to be expected but never fear, with a few helpful tips you will be right as rain. First off you are probably wondering how the changes effect your SnapEngage App for Facebook. The good news is it actually improves things and gives you some additional customization options and capabilities you didn’t have before. With a few settings you can now really make your SnapEngage App stand out and get the attention it deserves. […]

Full Article →

On this April 1st we are very pleased to announce our latest in a long line of commands to enrich your SnapEngage capabilities. As you know by now there are many commands you can execute as the agent to bring your visitor the best possible experience. You should be familiar with: pause (great for when you need to stay logged in but don’t want to get new chats) and the online command (makes you available to chat again) goto (activate cobrowsing to take your visitor to the information they are looking for and reload their browser) transfer (transfer a chat to another agent) view (launch screenshare and remote control of your visitor’s desktop) share (share your screen) and incase you ever forget about these commands (and many more) just use the help to bring up the full list Based on customer feedback and the extensive amounts of data from a variety of sources we have implemented the fluffy command as everyone is demanding more fluffy! […]

Full Article →

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. To enable this brrrrrrilliant theme you will need to make a small change to your SnapEngage code. […]

Full Article →

Harvest time is right around the corner, leaves are changing color, the days are getting cooler and shorter here at SnapEngage HQ. In a few short days legions of children and adults will assail the streets of their local neighborhoods in search of treats and potentially tricks dressed in all manner of costumes. Now we know just how much fun getting dressed up and participating in the local festivities can be, everyone should do it. Well we didn’t think that should exclude our humble SnapEngage chat box! Often the life of any conversation and never shy to say hello to a website visitor we figured it was time “chat box” had a costume too. […]

Full Article →

  (This guest post is from Jesse Maddox, the CEO of TripLingo. TripLingo makes language-learning applications specifically designed for travelers. They currently offer Spanish, French, Italian, Portuguese, German, Dari, and even Pirate! You can find TripLingo and Jesse on Twitter: @TripLingo & @Onwardly.) Answering support emails isn’t exactly glamorous, and if you asked your team if anyone wanted to take responsibility for answering them, few would raise their hand. And why would they? It can be distracting from the other tasks you’re doing, and you’re likely to run into similar questions over and over from:
  • People who want to learn about your product
  • Upset customers
  • Customers who can’t figure out some technical issue
  • Customers requesting features
One reason a CEO might object to answering support queries is that support issues are focused on one user at a time- and as CEO part of your job is to focus on the grand issues- satisfying thousands of users and not on supporting individuals. […]

Full Article →

We know everyone loves the ability to customize their SnapEngage chat box. We also know that many people like to decorate for the holidays! Well we went ahead and put two and two together; we created an Easter themed chat box to use on your site because we thought it would be fun. Starting today you are free to use the Easter themed chat box on your site, I mean who can resist a cute bunny and pastels! To enable this bunniful 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 After you have located it you will want to replace it with snapengage-easter.js After you have done that you will be all set! […]

Full Article →

Finding out how your website visitors came to be on your site is always helpful information. In the past you may have seen something like this .google.com/search?q=snap+engage&ie=utf-8&oe=utf-8&aq=t&rls=org.mozilla:en-US:official&client=firefox-a which shows that the visitor found you by searching on Google with the key words snap engage. Now if that made you want to reach for your decoder ring you were not alone! Introducing a new feature: “Search Engine Keywords Decoded!” Now instead of a confusing line of gobble gook you are presented with: The same information is also available in the case details. If you have anymore great feedback or ideas check out the new forums page. […]

Full Article →