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. […]

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Manufacturing Serendipity: Your Secret Chat Strategy 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. […]

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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. […]

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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. […]

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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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The Top 8 CX Trends in 2016 If you have an amazing intro video and the follow up is terrible. FAIL. If the marketing is amazing but your fulfillment ducks aren’t in a row. FAIL. If the package ships and it’s not what was promised. Yep, FAIL. Crucial touchpoints can make or break your company, and it’s one and done; you don’t have a second chance. Customer experience is a competitive advantage, and failing is not an option. So how do you adopt and champion a customer experience strategy that focuses on the needs and wants of your customers? You can start by taking a close look at current and emerging buyer behaviors. […]

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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. […]

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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. […]

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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. […]

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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. […]

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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! […]

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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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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. […]

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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. […]

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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. […]

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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. […]

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The Truth Behind Some Common Live Chat Misconceptions MYTH #1: Live chat is powered by robots. We get this question a lot … “Are you a robot?” … and the answer is NO! In fact, sometimes we’re almost too human when communicating with our website visitors, often getting sidetracked about where they live, what their interests are, and even exchanging photos of pets. Now, we’re not saying we don’t like robots – I mean, that Wall-E character was pretty darn cute – we’re just saying that they’re no substitute for real human engagement. People want to chat with people. If you can have a real, human interaction with one of your visitors, that emotionally-positive experience will almost certainly be transferred into good feelings toward the company or the brand in general. […]

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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. […]

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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. […]

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Social media has changed almost everything about the way customers shop and the best way to reach those customers.  In fact, even traditional brick and mortar businesses are finding that in order to compete with online businesses, they’ve had to adapt, paying special attention to customer engagement. It’s all about creating a marketing strategy that is centered on what the customer needs and wants.  While having a presence on social media is excellent, and some would say necessary, it’s also good to take your customer engagement one step further. […]

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Are you looking for a way to increase the conversion rate of your website?  If you’ve tried other avenues and nothing seems to be giving you the results you want, it might be time to try using a live chat feature on your website.  Live chat has many advantages that have businesses all over the world feeling that this was a feature they wish they’d tried sooner.  However, it’s never too late to get started using live chat on your website, we can recommend a good one. […]

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It’s hard to engage customers with an online shopping experience when you don’t interact with those customers directly. It’s like those almost-extinct, rural side-of-the-road, self-serve spots where farmers leave piles of firewood or zucchini and ask you to put your money in the tin box. The farmer is out watering those zucchini plants or chopping more firewood and never knows who actually drove by and bought what they left at the side of the road. The honor system means that a transaction takes place, but the farmer never knows what the zucchini will be used for, or that the wood will be used to fuel the first cookout of the season. […]

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We are incredibly social people, aren’t we?  Each day, over one billion users log on to Facebook and communicate with friends and family. Texting is quickly replacing making phone calls as the preferred way to communicate with others.  We like instant results, and we like to be able to talk to people now. When we started SnapEngage we did so with one simple desire, to make it easier for people to communicate. (+10 points if you can name our VERY first product) Just like social media, having live customer support on your business website gives you the opportunity to instantly communicate with your customers.   […]

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If you ask anyone what bothers them the most about having to call customer service for any company, you’ll get a variety of responses.  However, many of them will say they dislike having to wait on hold, being transferred multiple times, and having to navigate the choppy waters of an automated phone system just to get answers to their questions. I don’t know about you but I always feel silly shouting, “Billing!” into my phone for the umpteenth time to hear a overly cheery automated voice reply, “I’m sorry I didn’t quite get that…did you mean The Department of Rhetoric, Repetition, and Redundancy?” me:…. […]

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The public at large has been using the Internet as a commercial sales platform for what is rapidly approaching a decade and a half. The “shopping cart” is one classic mainstay of the brick and mortar world that has been absorbed into the online store but one element that has been conspicuously absent in the transition from live retail to E-retail is one-on-one customer connection. Now does it make sense to bring live chat customer service to the Internet?  After all, aren’t people shopping online because they want to avoid talking to sales people? Well, not quite; customer service boosts sales because it is not explicitly about sales. […]

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At CES International on January 9th, during a keynote session, Salesforce’s CEO Marc Benioff noted that customer service is “the new marketing.”  Ultimately, if you take care of your customers, their good will shall take care of you.  At SnapEngage, we believe that live customer support chat is the best way to take care of your customers. One of the first benefits that comes with live customer support is that the support is, by definition well live.  One of the advantages to going to a physical store in the real world is that a customer knows he or she will have someone there to whom they may ask questions. […]

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