Customer support software provider TeamSupport has announced it is acquiring chat software firm SnapEngage.
TeamSupport framed the acquisition as allowing it to provide a holistic suite of products for improved customer interactions. SnapEngage’s offering includes both live chat and chatbot technology offered on a software as a service (SaaS) basis, alongside integrations with CRM, helpdesk and knowledge base offerings such as Salesforce, HubSpot and Zendesk.
“Bringing SnapEngage into the TeamSupport family allows us to continue changing the narrative that customer support is a cost center, to one where it is an untapped opportunity to accelerate revenue,” said TeamSupport CEO Pete Khanna. “The combined offering strengthens our vision of empowering customer support and success organisations to deliver exceptional service and increased value to their customers well after the initial sale.”
The move will see SnapEngage, which is active in 87 countries, become part of the Dallas, Texas-based TeamSupport’s business – though it will continue to operate from its global offices in Boulder, Colorado and Berlin, Germany. As well as full integration with the TeamSupport suite, SnapEngage’s offerings will continue to be sold separately.
“We believe digital conversations are the future of customer engagement,” said Sofia Rossato, CEO of SnapEngage. “The SnapEngage integration with TeamSupport already supports seamless conversations from chat to helpdesk. Going forward, the combined technologies will deliver exceptional omnichannel chat, automation, helpdesk, and client success experiences.”
Analytics for Agent Optimisation
SnapEngage’s chat capabilities are duly to be integrated across the full suite of TeamSupport’s offerings, including its TeamSuccess customer success software and TeamInsights analytics suite.
That latter offering is a recent addition, with the software intended to unlock new means of agent optimisation through reporting and analytics.
“TeamInsights is the next evolution of reporting and analytics. Data is only valuable to customer support organisations if it can be transformed into actionable information. TeamInsights leverages AI to uncover hidden insights and suggest new visualisations, all within the context of your dashboard’s data model,” said Pete Khanna. “TeamInsights was built specifically for B2B customer support teams and based on feedback from our TeamSupport customers. It will drive more strategic decision-making and enable stronger customer relationships.”
