Tag Archives: live chat

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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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!). […]

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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. […]

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We all know the benefits of using SnapEngage on our websites.  We are adding a human touch, a friendly hello and reaching out a helping hand; you know being social. Wouldn’t it be great if we could offer this same level of human interaction on places other than our website, you know somewhere REALLY social… somewhere like FaceBook? Ah FaceBook, currently the reigning champ of social media with more than 800 million active users! Of those users more than half log onto FaceBook EVERYDAY, and on average each user is connected to 80 pages (one of them might be yours). […]

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At SnapEngage we are always listening to the feedback you give us and looking for ways to improve our service even more. Recently we released a new feature that will address a common challenge associated with effectively responding to chat requests. We have added the ability to create priority tiers for your agents so now you can segment your agents into easier to manage groups. Additionally you can assign a priority to each of those groups creating 1st responders, 2nd, 3rd and so on. Here is a short video detailing how to use the new system so that you can create those multiple tiers for your live chat agents. […]

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FOR IMMEDIATE RELEASE: Now SnapEngage live chat features include advanced Call Me. Your website visitors can place a Call Me directly thru their computer using a headset or mic and speakers to call from anywhere in the world for Free! <for more details see below> In an age where more and more business is being conducted on the Internet we are often confronted with challenges that have never existed before. When you stroll down to the local shop “Awesome 3ft Cakes” there is a helpful clerk at the cash register, perhaps someone stocking shelves maybe even a baker proudly displaying tarts and treats. […]

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Sun Tzu a 6th century Chinese General once said, “If you know others and know yourself, you will not be imperiled in a hundred battles”. Sometimes doing business feels a little bit like you are sauntering out onto the field of battle ready to tackle an enormous force rallied against you. When faced with such a challenge it always helps to be prepared and level the playing field anyway you can. If you are an intrepid general then you already know the power that is SnapEngage and wield it with strategic fervor. Now what about knowing others? Thanks to a new upgrade in your SnapEngage arsenal now you can know even MORE! […]

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We have been very busy over in the SnapEngage laboratory cooking up all sorts of exciting new features, integrations & plugins. Thankfully we have managed to keep the explosions to a minimum *this time*. From this magic mix of toil, sweat and creativity we have given life to our latest plugin! Today we would like to invite you to join us in welcoming join.me! Now you are most likely asking yourself, “Self, what is join.me?” Well let me tell you, join.me may be the simplest screen share app we have ever met, period. Direct from their site: “It’s an impromptu online meeting space, the opportunity to share your screen to collaborate, meet, train, demo or show-off, and the last two words in an invitation.  […]

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You can now engage your visitors more personally by adding a picture to your live chat identity. Combined with a custom proactive chat invitation, your website visitors will know that they are not talking to a robot and will want to engage with you. To add a picture to your agent profile, simply: – go in the “Live chat” tab. – Click on the “set an agent picture” icon – Select your favorite picture – Resize it and click “Save” Your are now all set and can show your real face to the world (or not, it is up to you). […]

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We are excited to announce today the integration of SnapABug Live chat with Flowtown social media marketing platform. This integration brings all the social data collected by flowtown to your finger tips when responding to a new chat. So you always know who your are talking to, and can call your leads and customers by their actual name. When a visitor provides an email address during a chat, it also automatically added to your Flowtown social database. Providing you with a completely automated way to connect with your visitors on Twitter, Facebook, and other social networks after the chat is over. […]

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Our customers are saying that we already have a deep integration with Zendesk, but today we are happy to release an even tighter integration: Now every time that one of your Zendesk contact starts a live chat from your website, SnapAbug automatically retrieves up to date contact information from your Zendesk help desk. Your customers will love the personal touch when you call them by their real name or remember the last time they contacted your help desk. And it will also be easier for your agents to retrieve previous tickets. See our updated Zendesk integration page for more details. And as always, let us know how we can make SnapABug better for you. […]

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It is now possible to assign Zendesk tag values while in a chat. Imaging that you are chatting with one of your website visitor and you want to flag this specific request as a lead in Zendesk for later follow-up. You can now type /tag = lead in your preferred instant messaging client and the Zendesk ticket will automatically be tagged with the “lead” keyword. Now if you couple this capability with Zendesk custom Triggers, you get a very flexible system… Here is the generic documentation: To assign Zendesk tags during a chat, support agents can type: /tag = {tagValues}. […]

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Several SnapABug for Salesforce users asked us for the ability to manually update leads and contacts information while chatting with website visitors. While the ability to automatically map any SnapABug data to a Salesforce standard or custom field is very useful, sometime the information is not available before starting the chat. In this case, while on the phone (using the “Call Me” button) or in a chat, you can directly record important information provided by your visitor, to his profile by using one of the commands bellow. Simply provide the data you want to record after the ‘=’ (equal) sign and SnapABug will assign it to the Lead or Contact it will create for you in Salesforce CRM. […]

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Now your sales team can automatically grab your online visitors attention with an actual chat window connected to a real person. This feature is especially useful to assist users stuck on a signup or checkout page for too long. Instead of just popping up a “chat with me” badge, SnapABug proactive chat automatically greets the visitor with a message in the name of an agent currently online. This personal message shows to your visitor that you care and are here to help them. It is also a great way to explain your service to new visitors and ultimately convert them into customers. […]

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You asked us for a way to easily see who is online and who is offline and we just added this capability to the configurator. Simply go to the “Chat” tab and a green dot will be next to online users, while offline users get a grey dot. Easy! […]

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In this new video, learn more about SnapABug online and offline support solution. […]

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