For Jerome Breche and his team at SnapEngage, the customer has always come first.
A few years ago they built a powerful live chat tool called TeamZone, which was designed to handle internal communication between remote teams. The tool was so effective that their customers started asking for more ways to implement this chat technology, including being able to use the live chat system with their own customers. Thus, in 2009, SnapEngage was born to allow any company with a website to listen and engage with customers in real-time.
SnapEngage was right on the mark: According to a 2010 report from Forrester Research, live chat is becoming a necessary feature for any website handling Customer Relationship Management. According to Forrester's survey, 44 percent of online consumers think having their questions answered by a live person while shopping online is one of the most important features on a website.
And SnapEngage is easy to use. Without installing any software, your sales and support teams can interact with your website visitors while these visitors browse through a simple and easy to use chat interface. The AppDirect team has been using SnapEngage for months and found it simple to customize and integrate with other solutions.
“We have more than one support channel where we want to speak to the customer in a different voice and context, and with different branding, and with SnapEngage we can specify language, how certain users are greeted, which agents get which chats, and even create our own macro shortcuts," says Juli Fischer, AppDirect's Customer Satisfaction. She says she also like how the app integrates with cloud-based help desk software provider Zendesk and how she can track users as they navigate the site,
Give your customers the best service possible by giving SnapEngage a try. It is available for a free trial on AppDirect.