Salesforce Digital Engagement

What do you like best?

I like the embedded nature of Snap-Ins, which prevents website visitors from needing to launch a separate tab or window to interact with employees.

What do you dislike?

If you use any of the Pre-Chat forms to capture initial information from website visitors prior to chatting, that extra step can detract from the seamless customer experience that organisations try to build on their websites. Lastly, the offline support form that is used to capture enquiries from website visitors during offline hours can be temperamental. That is, cases are created for offline enquiries and routed to a queue; however, our experience has been that the cases often bypass the case-assignment rules and end up assigned to the default case owner, which is usually the administrator. Obviously, that can be a problem, as all offline enquiries would then need to be manually assigned to the queue, which could lead to increased response time.

Recommendations to others considering the product:

Salesforce Snap-Ins are embedded functionality for most editions of Sales Cloud, so it is really not worth purchasing a separate chat and support solution unless there is something major missing from the base functionality. For most organisations, Snap-Ins (rebranded as Embedded Service Deployments) will be more than sufficient for day-to-day requirements.

What problems are you solving with the product? What benefits have you realized?

Salesforce Snap-Ins have allowed our website visitors to have real-time interactions with our Inside Sales Team, which is just another method of efficient communication between our company and its customers--both existing and new. Additionally, all website interactions get logged in Salesforce, which can help generate consistent and efficient future interactions.