SnapEngage Live Chat Software


 

SnapEngage is a HIPAA compliant live chat solution that caters to businesses across various industry verticals such as travel, hospitality, real estate, health care, insurance, education and more. Key features include SMS-to-chat, a chat portal, custom design and more.

SnapEngage supports integration with a wide range of customer relationship management (CRM) platforms and a host of 'look and feel'user interface modification options. It also offers users the ability to transfer files to and from customers via the live chat window and an option that lets them initiate a chat session directly from their mobile phone by sending an SMS (text) messages.

Third-party applications integrations include SAP, Salesforce, Facebook, Hubspot, Zendesk, Microsoft Dynamics CRM among others. Services are offered on a monthly subscription basis that includes support via FAQs, product videos, online live chat, phone and email.

 

SnapEngage Live Chat - Reports
 
  • SnapEngage Live Chat - Reports
    Reports
  • SnapEngage Live Chat - Integrations
    Integrations
  • SnapEngage Live Chat - Chat
    Chat
  • SnapEngage Live Chat - Group chat
    Group chat
  • SnapEngage Live Chat - Protective rule
    Protective rule
  • SnapEngage Live Chat - Live chat monitor
    Live chat monitor
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Web browser (OS agnostic), Windows 2000, Windows 8

30 Reviews of SnapEngage Live Chat

 

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Software Advice Reviews (2)
More Reviews (28)

Showing 1-2 of 2

Paul from Medical Aesthetics and Wellness
Specialty: Healthcare / Medicine
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2018

March 2018

Love Snapengage

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Biggest no brainer addition to my practice.

Pros

Best software I have used. Has allowed us to increase engagement with our patients. Many of our patients schedule through the portal as well as we are able to give information to them increasing their comfort and the likelihood they come in. It is also easier to answer simple questions through hippa compliant chat as opposed to having to take time to call my patients.

Cons

I really dont have a con other than my notifications dont work on my computer so I have to leave the sound on. This makes for interruptions with my patients. Would also love an app on my phone.

Review Source
 
 

Jillian from RIEGL USA
Specialty: Other
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2018

February 2018

SnapEngage: Oh Snap!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

SnapEngage is a fantastic software and the best of the chat platforms we have tried.

Pros

I absolutely LOVE using SnapEngage for work. Having a chat available on our website has been a game changer for us. We are able to communicate easily and now faster with customers and potential users.

Cons

We had a brief issue with the SalesForce integration but it was resolved via some persistant chat agents on the SnapEngage end.

Review Source
 
 
 
Showing 1-20 of 28


June 2018

June 2018

Does what its supposed to, minimal learning curve.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

My company uses this service and it's done fine by us for years. It gets the job done, with only the occasional hiccup. I'm also enjoying the new beta view, which is a cleaner and prettier look.

Cons

Sometimes odd errors can happen, like a conversation won't sync up with our other integrated program, or it will take extra long. This is rare though, and usually their support is on the case quickly.

Review Source: Capterra
 

Jessey from SkySlope
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

Chat

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I love the overview of my chats, the ability to adjust the chats that come in and how many. It is nice to have an overview of user location, name and time zone.

Cons

Chat window tends to lag when typing and selecting between chats. The transfer and special commands tends to fail which can cause bad ratings

Review Source: Capterra
 


June 2018

June 2018

Using Snapenage is easy!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
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Quality
Value for Money
Value
Support
Pros

Snap engage is great for integrating into other products and great for their chat service. It's easy to use.

Cons

It can be buggy. There have been many times where the service has gone down, tickets are not created, chats are reassigned or disappear.

Review Source: Capterra
 

Gaelle from Jumia Market
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2018

May 2018

Easy to use, very practical and in case of doubt you can easily get to the support.

Ease-of-use

Functionality

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Value for Money

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Support

Very useful although the person must have an internet connection but it provides a very quick solution . Just by hitting the chat button you have all your issues solved. Great idea !!!

Pros

- It can be personalized
- It can has a good report/tracking and can be integrated for further evaluation
- It is very interactive (the sharing of pictures - screenshot is a plus)
- The pop-up notification is golden !!!

Cons

- Once the level of conversation is reached all other discussion are missed
- Also chat user can just decide to disconnect and the chat will go as unanswered

Review Source: Capterra
 

Brice from The Ohio State University Fisher College of Business
Number of employees: 201-500 employees Employees number: 201-500 employees

April 2018

April 2018

SnapEngage allows website visitors to ask our students real-time questions about business school

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
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Pros

It allows our student ambassadors to chat with prospective applicants and answer their questions in real time, cutting down on the lag time usually experienced with email. It also directs questions to those who are more capabale of answering them than a simple front desk phone call. SnapEngage also interfaced with our marketing platform, allowing us to do lead capture for future marketing.

Cons

The structure of the chat client is a bit rigid, and the UI of the dashboard isn't as visually appealing as other comparable hosted software platforms. The metrics provided are decent, especially for the price, but aren't nearly as valuable as they could be.

Review Source: Capterra
 

Ryan from Sikich
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

March 2018

March 2018

Awesome Livechat

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

It's super easy to get setup and rolling with the tool and deploy it across the websites you manage. Support is also great from SnapEngage.

Cons

Any kinds of customizations are a little tricky to make. Proactive chat features are great, but it would be nice to get some bot support to filter out some questions before hitting a live agent.

Review Source: GetApp
 


March 2018

March 2018

Best and simplest live chat tool out there!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I love the ability to easily set up proactive chats and also create your own rules to have shortcuts for repeated answers.

Cons

Setting up agents intially can be a bit tricky to get everyone on and set up tiers and such but once done it's good to go.

Review Source: Capterra
 

Brooke from Health eCareers
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2018

January 2018

Tested Many, SnapEngage was the Best

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

You can have different widgets on different pages, so you can have an away message and form on some and a chat now button on others.

Cons

You aren't able to test different messaging on the chat button, which we would like to do. This isn't a deal breaker though, plenty of other good features.

Review Source: Capterra
 

Rebecca from RB

January 2018

January 2018

Great product, easy to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Customer service was amazing with SnapEngage. I had to work with them on several occasions and never had one bad experience. The product is easy to use and looks nice. A great way to interact with customers.

Cons

I think it would be great to have the option to be able to save a transcript of a chat. Outside of that, I think its a great tool.

Review Source: Capterra
 

Eric from Advance America

December 2017

December 2017

excellent service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The support is amazing. Since we have been using the service we have only gone down once, the support team at SnapEngage were on the issue super quick, kept us updated, had it resolved quickly. The next day they sent us a summary of what happened, what was done and why. Excellent service!

Cons

I'd really like searchable databases and logs. Pulling specific agent/customer info is sometime laborious. Info can be pulled if logs are converted to Excel first but this is not always and quick and easy as the rest of system.

Review Source: Capterra
 

Josh from Paved

October 2017

October 2017

SnapEngage is an important part of my day to day routine

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Super easy to use and lots of settings so that I can make the chat functions work best for me. Proactive chat is a game changer for me, and it helps me capture leads that I otherwise wouldn't have the opportunity to connect with. It's also a very efficient way to answer questions via our website. It adds a very personal touch to strengthen the overall customer experience.

Review Source: Capterra
 


October 2017

October 2017

Love it! :D

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Great chat tool with exceptional value - works just the way we want it to and is perfect for our small team. Hoping a few features get added to the roster soon but other than that, no complaints! Support team is phenomenal as well.

Pros

I love SnapEngage's interface - it's easy to use and gives you a lot of really valuable information straight out of the gates - user's time zones, IP, OS, Browser, as well as tracks the URL within your site as they navigate. Transferring chats is easy, the admin tools are great for tracking customer feedback, response times, and other really useful analytics.

Cons

I don't like that users cannot send themselves a transcript of a chat - this is a pretty common feature in most chat systems so I would think they'd add it by now. I also think it'd be great if there was a whisper mode so that admin/managers can see/watch chats and whisper to the agents - this would make training new users infinitely easier.

Review Source: Capterra
 

Zara from Athena Promo

October 2017

October 2017

Great!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Easy to use, and I love that it shows where a person is chatting from! The fact that you can see what the customer is typing is a great advantage!

Review Source: Capterra
 

Quandra from Robly Email Marketing
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2017

October 2017

Very easy chat interface with extra additions you didn't know you needed but you really do.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I love the ratings you can read afterward. This could be largely because I always get very good ratings, however, it's always great to see the negative feedback as well. Another feature is the one where you can request a document for the person on the other end to upload. I've only recently started using it in the past month but it's super useful and I don't know why it took me so long to find it. And the fact that it tells you what OS and browser they're using is golden. Also where they are in the world, for those times you need to make some small talk.

Cons

Sometimes, it'll glitch out and you can't get rid of of certain chats without closing and reopening the software, but that's the only gripe I have!

Review Source: Capterra
 

Trevor from Volt Workforce Solutions
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2017

October 2017

Great for chatting with customers and seeing what they're typing before sending

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Product Quality
Quality
Value for Money
Value
Support
Pros

Seeing what a customer is saying prior to them sending it. It really helps with answering questions as fast as possible

Cons

Not able to see what other colleagues are doing real time. This feature would really help with training new users.

Review Source: Capterra
 

Cheryl from Hotze Health & Wellness Center

September 2017

September 2017

Awesome staff

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Ease of use the instant support from the staff. It is an easy way to connect with visitors to our website. The simplicity of pausing the account when you are multitasking. I like how it lets you know where your visitors are from so you can feel the direction your engagement might be.

Cons

One of the few cons to me is the font, which I am sure I can change I just haven't figured it out. I would like to have set up more auto remarks established but that may also be an Administrative issue.

Review Source: Capterra
 

Dario from WriterAccess
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

Smooth, professional, efficient, low-maintenance

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Easy to use and navigate; the IP location feature is really cool and useful; customer support is always top notch, and you can tell they are continuously striving to improve the product.

Cons

A couple of settings are a little vague with regards to its actual implementation on the front-end. Overall, very solid product; very impressed.

Review Source: Capterra
 

Anne from Robly Email Marketing
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

Love SnapEngage! A Fabulous Chat Tool.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Product Quality
Quality
Value for Money
Value
Support

Easy to use and implement chat software tool - their own support team is super responsive and helpful.

Pros

I love the UI - it's easy and straightforward. We're on the basic plan but it works for what we need; I love the Sneak Peek feature (naturally), it's easy to transfer chats and also love all the info that we're given when the user comes in, ie, referring URL, IP address, location within our system, etc.

Cons

They need to add an easy transcript email option as many other providers have them and would be handy. Also in the sound effects, one is a crying baby - let's be honest, no one likes that one. Would also be nice for all agents to see how many chats others are handling and not have that be just an admin feature - we're a small team so we're all super equal in our efforts and this would be valuable to everyone, not just the account owner.

Review Source: Capterra
 

Brandon from Adwerx
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2017

February 2017

Customer Service through chat

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

SnapEngage is the platform that our company uses for all online chat interactions. The interface is quite simple to navigate and the system is very responsive. As far as an option, SnapEngage has them. There is a ton of customization available in the system settings and it is fairly easy to get started.

Pros

-Tons of options
-Ability to create canned responses
-Easy to use admin panel.

Cons

-Would prefer an application-based program instead of web-based. However, this is just personal preference.

Review Source: Capterra
 

L from Webfuture
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2017

January 2017

Basic chat

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

If you're looking for a simple chat add on for your website this is fine. Reporting and stats leave a lot to be desired.

Pros

Ease of use
Simple design
Ability to see what customer is writing while they write it

Cons

No Live view of agent chat.
Statistics/analytics

Review Source: Capterra
 
 
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