Wouldn't it be great if your brand could offer personalized web chat assistance to customers at exactly the right point of their customer journey? Contextual engagements like this could assist customers on specific pages when they have a coupon problem, can't find the right product, or have a question about their order. That’s why we recently launched a new set of features - Proactive Web Actions.   What are Proactive Web Actions? Proactive Web Actions are personalized chat engagements that help customers based on where they are in their shopping journey and what they are trying to ..read more

The acquisition accelerates Quiq’s mission to deliver the most complete Conversational AI platform, bringing AI automation and asynchronous messaging to enterprise consumer brands Quiq, a leading customer engagement provider used by many consumer brands to power digital customer conversations, including Overstock, Club Med, Men’s Wearhouse and Brinks Home Security today announced that it has acquired Snaps, a New York-based company that specializes in Conversational AI and NLP-powered automation for Lane Bryant, Live Nation, General Assembly, Clairol, Nioxin, and others. Together, Quiq and Sn ..read more

Since 2015, we’ve been on a mission to Bring Consumers Joy Through Conversation. While our product has evolved by light years, we never deviated from our mission.  Today we’re announcing the next stage in our efforts to continue our mission by announcing that we’re joining Quiq to create the most complete conversational engagement platform for enterprise brands!  You can read the official release here. We’ve always believed that intelligent automation can do more than increase sales or lower costs. We believe that automation can be used to improve both customer and agent experiences ..read more

The past few years have yielded massive growth for eCommerce businesses. In fact, McKinsey recently projected an 80% increase in U.S. consumers who buy most or all of their products online. Consumers' accelerating shift to digital channels has significantly impacted the most popular support channel outside of call centers — email. According to Forrester, and eCommerce brands are urgently looking for solutions to mitigate rising email support tickets to avoid long wait times and dissatisfied shoppers. To manage spikes in email support volume, eCommerce brands are increasingly turning to automa ..read more

Instagram is one of today’s most-loved social networks, providing users with a fun destination to share filtered photographs and learn about new products they love. Numbers don’t lie with over 1B users and 500M DAU. Its next chapter, however, involves so much more than photo sharing.   Instagram kicked off its evolution on November 12th of 2020. This is the day Instagram redesigned its homepage to include shopping for the first time and signaled to the world its plans to become a bigger player in the world of eCommerce, beyond beautiful photos and mere product discovery. Instagram a ..read more

New Web Actions Until this point, our reengagement engine was used primarily to determine under what conditions and at what time a user would receive a particular message. As we continue to build out our web capabilities we’ve heard customers ask for additional controls beyond just sending a message, so we’ve expanded the actions available when your reengagement conditions are met. You can now hide the chat, show the chat, open the chat, close the chat, set a property, and post an event, in addition to sending a message.  Web Analytics Effective natural automation means providing your cus ..read more

In 2020, eCommerce grew by a staggering 44% as shopping experiences typically associated with in-store visits rapidly migrated to digital marketplaces.  While this shift in purchasing behavior has several implications for the retail industry, two changes stand out as particularly significant for eCommerce leaders: An increasingly digital retail market levels the playing field for brands - With greater access to a wider array of brands online, consumers’ purchasing decisions have become heavily dependent on the quality of their customer experience in addition to traditional consideratio ..read more

When asking retail chatbots a question, 8/10 consumers choose to type out free text instead of selecting from predefined questions or quick reply buttons.  This is what Snaps’ recent study revealed when analyzing automated conversations with over half a million consumers. When reviewing naturally automated conversations across our digital retail customers since July 2020, we have found that consumers overwhelmingly choose to manually type out questions rather than choose from a list of predefined options (see the example below). 8/10 Consumers Use Text with Chatbots - What it Means for ..read more

Snaps is thrilled to announce its integration with Quiq, the leading customer engagement platform. As partners, Snaps and Quiq now offer retailers and eCommerce brands highly-intelligent, end-to-end conversations on today’s most popular messaging channels including webchat, SMS, Apple Business Messages, WhatsApp, Facebook Messenger, WeChat, and more.  Most recently, Snaps and Quiq have updated their integration to deliver hybrid automated and human support for digital retailers on Instagram. Through Snaps’ integration with Quiq, eCommerce brands can now provide shoppers with 24/7 instant ..read more

At Snaps, we know a critical part of building best in class automation is sending users the right message at the right time: whether it’s preempting order inquiries for returning customers, or sending a notification when a customer enters a coupon code incorrectly for the second time. As more of our clients launch automated chat on their website, we’re continually expanding our suite of web chat capabilities to better help our customers deploy intelligent and impactful onsite assistants. Release Highlights: Proactive Web Triggers  As users browse your site, your automation should be ad ..read more