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Improving Customer Service with Rich Social Profiles

Written By:
Matt Hubbard

SnapEngage just introduced a web client that provides an excellent illustration of a theme we’ve written about before: the power of rich social profiles to improve customer service.

For those who don’t know, SnapEngage integrates with your favorite applications – including Google Talk, Skype, and your CRM or help desk – to allow you to chat with your website visitors in real-time. This functionality prevents users from having to learn any new software in order to interact with customers. SnapEngage also proactively invites your website visitors to chat, so you don’t have to.

The invitation to chat, which you have probably seen on our site and others, looks like this:

SnapEngage’s new web client goes an additional step beyond their text-based integrations by providing a highly graphical interface for users. The idea is that, if the user has more information about the customer, they will be able to provide more effective support. Here’s a screenshot of the client:

Notice how much better and intuitive this client is than a text interface for customer support. Also, notice the picture, name, title, and social media links for the individual customer. This part of the web client is powered by FullContact’s API, and it is a good example of how our product can look when integrated into software.  This demonstrates the value of enriched contact information in customer support. Instead of just seeing an email address, the user sees a human being and can quickly gather more publicly-available information about him or her. The user can then use such data to provide more personalized support.

SnapEngage also added some independent features to help their users interact with customers, such as a map with the plotted location of the customer’s IP address, the type of browser and OS the customer is using, as well as today’s weather in their area. Other key functionalities include the customer’s support history, how the customer got to the user’s site, and their entry point. Users also have the ability to quickly employ shortcuts for oft-used text, such as, “Let me transfer you to a technical expert.” And, of course, they have emoticons.

SnapEngage is currently available in 26 languages, and their product also integrates with these services.

Check out SnapEngage for your customer support needs, and check out the FullContact API to for use in your own software. We have a free trial plan, and our paid plans start at just $99 per month.

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