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. […]

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Combine live chat with self-service technology for enhanced CX. Guest post by Jennifer Spencer of AnswerDash Studies show 60% of customers hate waiting longer than a minute for support. We have heard the statistics that live chat increases both conversion and customer satisfaction. Now with the rise of self service technology web self-service use has increased to 76% in 2014, up 9% from 2012, Forrester research data shows. You may be wondering if self-service or live chat is more beneficial to your customers, to that, we say why not both? Looking at this data there is a compelling case for having both self-service and live chat available. […]

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iFixit Uses Live Chat to Save the Planet We’re big fans of iFixit here at SnapEngage. So you can imagine our excitement when they decided to add SnapEngage Live Chat to their customer support offerings. We spoke with Annette Fuller, iFixit Support Technician, to get more insight into how iFixit is leveraging live chat to complement and enhance their overall customer experience. Guest Post from Annette Fuller, Support Technician at iFixit At iFixit, our mission is to save the world. And believe me, working here sometimes makes you feel like a superhero. We believe that everyone should have access to repair knowledge. […]

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Live Chat Extends Helping Hands for Recovery and Treatment Centers In collaboration with guest author Sheldon Michael, Founder & CEO of Netjumps International Immediacy, privacy and trust are just a few of the many benefits that live chat offers across a range of industries. However, when it comes to recovery and treatment centers in the behavioral health field (such as those focusing on drug and alcohol addictions), these priorities become critical requirements in the visitor experience. Treatment centers across the world are beginning to turn to live chat software to bridge critical gaps and provide essential services to those in need, saving lives in the process. […]

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How Hootsuite elevated and streamlined their customer support with SnapEngage Live Chat This case study tells the story of how one SnapEngage client was able to dramatically increase their customer satisfaction and efficiency alongside exponential growth in support channel volume, all without increasing their team’s headcount at the same rate. Hootsuite, the most widely used social media management platform, was founded in 2008 and since then has amassed over 13 million customers in over 175 countries, 2500+ of which are Enterprise customers which comprise 800+ of the Fortune 1000. Teri Bayrock Senior Manager of Customer Support Operations at Hootsuite Teri shares her story of integrating live chat into their support channel offerings and the overall impact that it has had on response time, ticket reduction and customer satisfaction. […]

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We couldn’t have said it better ourselves. As another year comes to a close, we’re grateful for all the success, growth and fond memories that we’ve experienced as a team alongside our clients and industry partners. Rather than deliver a sappy Auld Lang Syne message, we thought we’d sum up the year as noted by our beloved (and witty) clients. Here’s a compilation of our favorite post-chat survey comments from 2015: “This time of year we talk a lot of angels and glad tidings. But, Christian was my angel today.” “Mia is a magical unicorn! She is the most wonderful customer support I have EVER had the pleasure of working with, and she deserves a raise, high fives, and many hugs! […]

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Tipsy Elves Leverages Live Chat for Ugly Christmas Sweater Market We talked to Evan Mendelsohn, co-founder of Tipsy Elves, about how live chat has measurably increased conversion opportunities and organizational efficiencies during their busy sales seasons. For the founders of Tipsy Elves, the ugly Christmas sweater movement has generated more than just laughs. They have built a global business around tacky designs that serve as a nostalgic tribute to the fashion disasters of the 80’s. Their collection of award-winning ugly Christmas sweaters, retro ski suits, American flag apparel (and lots more) is meeting the growing demand for conversational throwback merchandise. […]

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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. […]

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Live chat offers immediacy and builds trust. When disaster strikes, businesses trust Agility Recovery to get them back up and running. Agility Recovery helps organizations recover operations after a disaster like a hurricane, flood, fire, or even a burst water pipe. Agility is dedicated to getting your businesses back up and running within 24 hours. “With Agility Recovery, when your company is at its most vulnerable, you’re working with a partner who has done this a thousand times and never failed,” says Scott Teel, Agility’s marketing director. Agility has helped over 20,000 businesses across the U.S. and Canada develop and maintain a disaster recovery plan. […]

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Who is Wrike? Productivity is the result. Market-leading project management software is their product. Changing the way businesses are working is what they do. Effective and efficient customer service is how they do it. They are Wrike, a SaaS technology firm that is praised for their innovative and flexible software, as well as for the continual support they provide to their customer base.  When it comes to software, support is a key component to having happy customers, and Wrike has found the best way to provide that is through the use of SnapEngage’s live chat service. Since 2011, Wrike has relied on SnapEngage Live Chat to help them deliver exceptional customer service and enhance their sales strategies. […]

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(Today’s Guest Post is brought to you by Scott Brand with Inspirations for Youth Rehab sharing with us some of their successes and thoughts on using live chat) It is quite obvious that the love affair that consumers have had with Live Chat continues to get stronger and stronger. And the numbers speak for themselves. According to eDigital’s live bank survey, conducted by Econsutancy, a renowned international research and customer service training group, Live Chat has the highest satisfaction level of any customer service channel, with 73%, compared with 61% for email, 53% for Apps, 50% for posts, 48% for Social Media, 44% for phone, and 41% for SMS. […]

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Almost daily we get to hear some really great story from our customers about how SnapEngage has impacted them or their business directly. The team has often sat back (just kidding we never have time to sit back) recounting the best tales of the day. Then we figured why keep all this gooey goodness to ourselves, we should share! So that’s exactly what we are going to do, share the great stories from you our customers. Our first story comes from Laura Roeder who recently started using SnapEngage on her website. We met Laura at SXSWi earlier this month over some tasty Mexican food and equally tasty conversation. […]

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