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Categories: Getting Started | Tips & Tricks
(Last Updated On: February 7, 2019)
We have so many useful features that you may have missed a few! We want to make sure you’re getting every ounce of value out of our Live Chat, so here are some of our best features you may not be using (yet!).
Useful Features
Team Chat
Your team can stay in touch at all times, inside Conversations Hub they’re already using to chat with your visitors!
Make sure to use the @Mentions too, if you need someone’s attention right away. Team chat is also a quick and easy way to share links and/or ask quick questions even if you’re not in the same room (or even the same country, for that matter!).
Learn more about Team chat on Conversations Hub
Proactive Chat
Let our system send automated chat invitations to your visitors on behalf of your online agents.
This is probably the single most powerful engagement tool in the SnapEngage bag of tricks. The agent will be notified immediately if the visitor responds! This is a 100% friction-less entry point to chat for your visitors. This lets your agents focus on those visitors who want to chat — oh, and the system won’t feel sad or dejected when your visitors don’t answer!
Create all kinds of Proactive Chat Triggers, the system is extremely powerful, and extraordinarily flexible.
Oh, and the best part? Unlimited triggers! Create as many as you want!
Learn more about Proactive Chat.
Engagement Saver
We have a very special proactive rule called “Is the visitor about to exit?”
This gives you one last chance to grab your visitor’s attention before they navigate away from your website! This proactive rule will trigger if the visitor’s mouse cursor passes through the top edge of your website, toward their browser’s navigation bar.
Chat Commands
Make sure you have the correct email address for visitors, and other useful commands.
In addition to Co-browsing, there are a few other commands your agents should know how to use. You can type /help or \help at any time to see a list of available commands
Two of the most useful commands are /email and /record which allow you to manually set a visitor’s email address, and force a transcript to be recorded, respectively.
Learn more about Chat Commands.
The other most useful chat command is…
Co-browsing
Did you know you can send your visitor directly to the page they’ve been looking for?
This is one of our very helpful “Chat Commands” that your agents can use during a chat. Let’s say your visitor is looking for pricing information, your Agent could type something like the following to send the visitor directly to your pricing page!
/goto http://www.yoursite.com/pricing-information
You can also automate commonly used co-browsing commands with…
Shortcuts
These canned messages are a great way to both increase efficiency and improve consistency of messaging.
Spare your agents’ tired fingers by creating canned answers to frequently asked questions! Or add a canned message outlining the details of a new promotion.
Bonus: You can also use “chat commands” in shortcuts, including Co-browsing! Set up a shortcut called goto_returns to co-browse your Visitor directly to your company’s returns policy page.
Sneak Peek
Show your agents what the visitor is typing before they even hit send!
Imagine if your chat agents could have psychic powers, and were able to find answers to your visitors’ questions before they even ask. Imagine no more! Sneak Peek gives your agents a head start by showing what the visitor is typing before they hit send.
Agent Reassignment
Automatically reassign chats that go unanswered for too long.
One lost chat is too many! But sometimes your agents will forget to pause. They’re only human (we hope), it happens. Using Agent Reassignment, you can make sure a chat that goes unanswered for too long will be automatically transferred to another available agent. (Bonus: when reassignment occurs, the system will also pause the idle agent to make sure it doesn’t happen again!)
Learn more about Agent Reassignment.
Agent Survey
Let your visitors rate their experience with your chat agent.
You need to know how your agents are performing, we get that, so we created the Agent Survey. After a chat closes, your visitor may rate the agent’s performance — rating options currently include: 5 stars, 1 through 10, or Sad-face to Happy-face. The visitor may also leave a comment if they’d like to.
Learn more about Agent Survey.
Also, keep better track of your agents’ ratings (along with many other things) with our…
Analytics Dashboard
Get all your relevant chat stats in one customizable dashboard.
Our Analytics system is extremely versatile, and gives you oodles of information — oodles! Track your chat counts, offline requests, average response times, agent performance, and visitor information like operating system, browser, and language preferences. Most reports give you a number of ways to visualize data over various time periods, and you can always download the raw data as a .csv file to do your own number crunching!
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Loading ...Published December 15, 2014