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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Does your integration strategy deliver maximum value? Here are 7 ways to optimize your efforts. You spend a lot of time and energy attracting the right eyeballs to your website, and once you fish those leads in (fingers crossed), your strategically placed CTAs send visitors down the appropriate conversion paths. Chances are there’s a lead capture form at the end of each of these trails, and that’s all great! The HubSpot Marketing and HubSpot CRM platforms give you all the tools you need to generate leads and manage your pipeline, but there’s a key piece in the middle that requires special focus – talking to your prospects. […]

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Convert More Leads With SnapEngage + HubSpot The SnapEngage + HubSpot integration just got a whole lot better! We’ve updated our native integration with HubSpot to provide more actionable insights for your sales team to turn passive website visitors into qualified leads and valued customers. A few notable features and benefits of the enhanced integration are highlighted below. Automatically create new leads and update existing contacts when you chat with your website visitors When you chat with new website visitors, SnapEngage will automatically send your lead’s contact information into HubSpot at the close of a chat. For returning chatters, SnapEngage will display your contact’s information to your chat agent so your team always knows who they’re chatting with and what was said. […]

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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?
[…]

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Hello everyone, We added a small new improvement to our Desk.com integration. You can add a custom mapping standard field type and map ‘chat’ as Source type text. Settings this up that way will create a Case with a type:chat in Desk.com […]

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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). […]

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For those who are unfamiliar with the SnapEngage Open API, this is a service we provide where a SnapEngage customer can register a URL which will receive support requests represented as a JSON object.  What this means is that you can integrate SnapEngage into your own system without any work other than configuring the Open API integration. How To Configure the Open API Integration In the SnapEngage widget configuration, under the “Integrations” tab, select “Open API” and enter the URL of where you want to receive the support request JSON object.  A POST will be made to this URL when a new offline request or live chat is processed by SnapEngage. […]

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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!). […]

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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. […]

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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.  […]

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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). […]

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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. […]

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Today we are happy to announce an update to our Zendesk integration that brings many new improvements and enhancements to an already awesome integration! In a nutshell things to look for are:
  • Improved custom field mapping (the ability for SnapEngage to automagically map specific data to a field in Zendesk)
  • Conditional mapping (every single mapping can now be for online, offline or both!)
  • Validation of Zendesk connection (indicator that we have successfully connected)
  • No longer need to use your password to establish a connection
Now let’s learn how to do all that! The 1st thing you will notice in your account is the notification alert above, click the link to begin the migration to the new version. […]

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With our rather stellar SalesForce integration we were very excited about the prospect of what a SalesForce+desk.com product would mean for us. Pairing your desk.com help desk with SnapEngage is an excellent way to create customer WOW! You are already having great conversations on your site, engaging in realtime and helping site visitors get the information they need with co-browsing. You are fully utilizing the call me feature and incorporating phone support along with your chats and cases from email support. Now all this magic brews together with your desk.com account by making sure every chat is sent directly into the help desk and creates a cases for your agents to interact with directly inside desk.com. […]

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We are very happy to announce a major update to our SalesForce integration today! We have been compiling notebooks and sketchpads full of great feedback from our SalesForce users on how we could make things better. In the dark of night, in a secret laboratory, located on an island, with a volcano, guarded by sharks with lazerbeams on their heads…. our developers have been hard at work crafting some pretty impressive feature, let’s take a look. What’s New
  • Security tokens are no longer required, you will link SnapEngage and SalesForce once and be done
  • Your custom fields will populate automatically, no more manually creating hieroglyphic like field names
  • On the fly commands are completely configurable now, you have total control
  • Comments for cases can be public or private
  • One click to enable your Sandbox
Getting Started The very 1st thing you will want to do is migrate to the newest version of the integration by logging into your SnapEngage account and clicking over to the Integration Tab. […]

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Warning : The following post contains geek references and language, continue reading at your own risk! Today we’d like to announce a cool new capability for our Salesforce and Zendesk users. Operator Variable mapping! This feature allows you to enter information on the fly during a chat session and assign to a Ticket, Case, or Lead once you setup the mapping in your Integration settings. This may sound a lot like our On the Fly mapping for Salesforce, but now you can use any variable name you like taking dynamic chat variables to a whole new level! There are some really cool applications for this feature, an example: You’d like to track which of your products your website visitors are chatting with you about, so you create a Salesforce custom field “Product Name”. […]

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We are very pleased to announce our newest integration with SAP and specifically the SAP Business ByDesign CRM. For those of you unfamiliar with SAP Business ByDesign and the SAP family of “Line of Business” applications, feel free to pop on over to the SAP Insider to learn more: “End-to-End Business Processes in the Cloud – A Tour of Today’sBusiness ByDesign” for some background that explains the solution. Current SAP Business ByDesign customers can subscribe to SnapEngage from the SAP Store.  Configuring the integration is easily done by logging  into your account and heading right over to the Set Destination Tab, then click on the SAP logo. […]

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It is always good to keep things connected. The song, “The knee bone is connected to the leg bone, the leg bone is connected to the metatarsal bones…” sure helped me in medical school and showed me the importance of interconnectivity. (I know you are humming the song now) One way that is very important when using SnapEngage and an integration like SalesForce, Zendesk or desk.com is to make sure that the chat is connected to the proper agent. In the past we had a few work arounds that involved a couple extra steps for the admin including doing the hokey – pokey and turning themselves around. […]

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At SnapEngage we are all about joining forces with other awesome web solutions. Like any other super hero team fighting lousy customer service we always like to have a full arsenal at out disposal. The newest tool to help SnapEngage and our loyal troops combat this menace is the aptly named Assistly! If you have been looking for a full featured HelpDesk to:
  • Keep all your support in one place
  • Monitor customer experience on social media
  • Create a self service center
  • Have happy agents
  • Make sure no ticket goes left unanswered
Look no further! Assistly is well suited to help manage those support tickets as effectively and efficiently as possible. […]

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