When you decide to give a try to a new tool in your website, you want to test it ASAP. Problem is tech teams normally have a lot on their plate already and often their response to your "test ventures" sound like:

"We will put it on our roadmap and see it later on..."

And because impatience is one of the best qualities, there is a way around this problem:  Google Tag Manager. You can install SnapCall by yourself using GTM tags following these simple steps and without needing to throw any code. Cool right?

All you will need is access to your Google Tag Manager which probably is already embedded in your website. If you are not sure your website is using GTM, you can use this useful Chrome extension to check it out.

Would look something like this:

Purpose with the tags

There are two actions to address using the GTM tags:

I. Displaying the SnapCall button in one page from your website

II. Allowing SnapCall to push data from the caller to display it on the agent side: user information and their digital journey.

First things first

1. First you will need to create SnapCall account (it's free for 30 days)

2. Ask admin permissions to GTM, you would need at least the 'editor' role in order to create tags:

Let's get started

Here's the step-by-step, 'noob approved tutorial' to create tags and have SnapCall delivering its magic:

I. How to display the call button on a specific page from your website:

To display a call button only in a specific page from your website, let's say for example the shopping cart page, you need to go to your GTM and follow this step-by-step:

1. Create your first call button in your SnapCall Dashboard

2. On your dashboard select buttons menu

3. Click on the button needed

4. Copy the SnapCall javascript tag from the right side bar :

5. Go to your Google Tag Manager

6. On your left menu go to the 'Tags' sections and create a new Tag:

7. On the 'tag type' section select 'Custom HTML':

8. Paste the script you copied from the SnapCall button into the 'HTML' section:

9. On the 'triggering' section, click the plus sign to create your trigger:

10. Choose 'page view' as trigger type. And select ' some page views' to choose the pages you want the call button to be specifically displayed:

11. Select the specific pages you want the call button to be displayed according to your preferences.

Result: when a web visitor is on this specific page, the SnapCall button will pop-out.

II. How to push data from the caller:

The idea here is to push information from your customer side to the agent, in order to understand the context of the call and what they are trying to achieve on your website.

Using GTM you will be able to extract key info. Here's the step-by-step:

1. Go to the tag your previously created on GTM

2. On the 'HTML' section, paste this SnapCall code at the end of the script:

 window.snapcallExtraContext = function(callback){
   callback({
     
   });
 };

3. To customize the data you will push you will need to put the variables, as shown on the red square example above:

For this, click on the 'variables' menu on your left menu, go to the 'user defined variables' section and click 'new'. For more information about user defined variables, check this google documentation:

4. Choose 'data layer variable':

5. Set up your 'user defined variables'. Check this google documentation to set them up according to your preferences:

6. Save all changes

7. Update the tag with the 'user defined variables' you created

8. Test it out! Try receiving some calls on your Zendesk support platform with the caller's data.

Result: when a customer calls you from your website, you would receive the call with some valuable data such as name and email. This would allow your agents to be well prepared to receive calls and make them time efficient.

Final thoughts

Now you will be able to test SnapCall in your website and play with rules. We recently addressed why is it important to control effectively inbound calls, and what valuable calls means to your business and business objectives here: Master your inbound call flow

Friendly reminder: SnapCall is free during 30 days. Try it now!