SnapEngage - Customer Service Department of the Year –

Company: SnapEngage, Boulder,CO
Company Description: SnapEngage is an industry leader for live chat software. SnapEngage was born out of the 2008 TechStars program in Boulder, CO founded by Jerome Breche and Jerome Mouton. We have grown steadily as a completely customer-funded company, and today have become a leading live chat software provider, installed on over 10,000 websites worldwide.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year – Computer Software - Up to 100 Employees

Nomination Title: SnapEngage

Which will you submit for your nomination in this category, a video of up to five (5) minutes in length, explaining the achievement since July 1, 2018 of the nominated customer service organization, OR a written essay of up to 650 words describing the same? (Choose one): An essay/case study of up to 650 words

SnapEngage provides enterprise chat software for businesses around the globe. Our solution makes it possible for sales and customer support teams to chat directly with their website visitors. Today, 79% of consumers prefer live chat because of the instantaneous responses. Our conversational technology makes it possible for our clients to have more meaningful conversations with measurable sales outcomes and customer service results. In fact, SnapEngage client Mobile Mini reports closing 40% of deals when a client chats in.

We renewed our company values to align with SnapEngage future goals and continuing success. Our values are built on the idea that we connect to other human beings. First and foremost, we are united with our clients to build a world where conversations improve the lives of those around us. Our core values include:

Engage with the mission: We are united with our clients to build a world where conversations improve the lives of those around us. We proactively take initiative and work with an entrepreneurial mentality. We hold ourselves accountable.

Be a different KIND of company: Kindness and creativity are key. Not only are we caring, engaged, and encouraging, but we also constantly look to find a better way...a better process, a better conversation, or a better idea. We have the freedom to find a better way because we don’t do it like anyone else.

Cultivate growth: We are driven by the success of our clients. We put the client first, always. Our clients know better than us what they need. We delight our clients and deliver real value.

Be a champion: We are optimistic, curious, and driven by the idea that every person can grow. We find ways to grow our business sustainably, in ways that provide real value to our clients, colleagues, partners, and communities. It means we are fully engaged, because when we are fully engaged, it improves our lives and the lives of those around us.

Our team exists not only to support our clients, but to help our clients be successful. That’s why we have a Client Success team rather than a Customer Support team. We are an international company with offices in Berlin, Germany, and Boulder, Colorado. We win and lose together as one team. Every SnapEngage employee puts the client first, always. We thrive off client feedback to see where to invest time, money, and resources to find creative solutions to problems.

Accomplishments: Average response time is a constant 11 seconds over 2018-2019 while fulfilling over 13,000 individual client requests. The industry average for chat response time is 2 minutes. Our annual Client Satisfaction (CSAT) rating is 94%, whereas the industry average across the software industry is 55%. We are thrilled to announce that 2019 marks our fifth year with a CSAT rating over 94%.

Changes: We recently launched a new Security campaign (https: //snapengage.com/secure-and-compliant-live-chat-software/) to educate current clients and prospects on ongoing security laws both in the United States and abroad. The Security campaign builds on our security portfolio, which includes HIPAA compliant and GDPR compliant chat. It also ties back to our mission of connecting people wherever they are. We help take the guesswork out when shopping for a chat solution by showcasing chat-specific best practices so clients can get to what really matters: engaging with their customers.

The Security campaign further highlights our passion for educating our clients. It is not enough to tell clients about features. Across the business, we focus on helping our clients solve their problems with specific and pointed storytelling to paint the picture of issues that chat solves. In addition to sending clients a monthly newsletter letting them know about new releases and teaching tips and tricks, we also send product and request-specific client communications with different call-to-actions. The focus has shifted from informing clients, to asking for feedback and action. This feeds a continuous loop of product innovation throughout the entire company.