SnapEngage Live Chat Software


 

SnapEngage is a fully featured live chat product. It features integration with a wide range of customer relationship management (CRM) platforms and a host of “Look and Feel” interface customization options.

It also offers the ability to transfer files to and from customers via the live chat window and an option that lets customers initiate a chart session directly from their mobile phone by sending an SMS (text) message.

SnapEngage is suited for companies of all sizes, from shops to international enterprises. The only requirement to get started with SnapEngage is a website. This product is Web-based and offers monthly and annual pricing plans, based on number of agents and the types of features included.

 

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

17 Reviews of SnapEngage Live Chat

Showing 1-17 of 17

 

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October 2017

October 2017

Love it! :D

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Usability
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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.

Source: Capterra
 

Zara from Athena Promo

October 2017

October 2017

Great!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Usability
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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!

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
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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!

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
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Quality
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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.

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
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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.

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
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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.

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
Functionality
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.

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
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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.

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
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Quality
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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

Source: Capterra
 

Mark from Shamrock Trading Corp.
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2016

December 2016

Quality Web Chat Feature

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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Support

We used SnapEngage for our web chat feature for a little over a year, and we had a positive experience with the platform. We discontinued using the application due to some changes on our website, but this discontinuation had nothing to do with anything on the SnapEngage side. The web chat portal is very easy to use and understand. An administrator does not need to have any coding skills to customize this feature. SnapEngage provides several options and features for users to get the most out of their experience. It also provided the best integrations to other applications. Of all of the web chat applications we tried out, SnapEngage was the clear winner.

Pros

SnapEngage is easy to use and understand with no coding experience required. Their web chat portal has many features and benefit that allow for more flexibility than other web chat applications. SnapEngage also has the option of no annual contracts, great support, and several API's that can integrate with other applications such as Microsoft Dynamics CRM.

Cons

The script that we received from SnapEngage and put on our websites did cause our website to take longer to load when the web chat feature was activated. The slower load time was the only negative issue we saw with the web chat feature.

Source: Capterra
 

Ken from The Search Monitor
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2016

May 2016

Live Chat Review

Product Quality

Product Quality
Quality

I have used SnapEngage since 2011, with two SaaS companies. With both companies, I brought live chat to the marketing department for the first time, so had to go through the vendor review, set-up, initial training, and optimization.

Pros

--Excellent support. They use their own chat tool and consistently get back to me with a detailed answer in minutes.
--Great UI for the chatters, and the consumers
--Great integration with Salesforce

Cons

--Wish they gave more ideas on how to use Proactive Chat, that have produced clear results. They provide some, but they are pretty generic

Source: GetApp
 

Rebecca from RA

December 2015

December 2015

Great software. Amazing Customer Service.

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

I have not had any issues with the software at all. I did testing on it off and on while my company was going through a buyout transition. Due to the change is procedures I had to renew my trial account a couple times. They were awesome with working with me. I must have asked them hundreds of questions. Every single time my answer was not only answered, but I had a great experience talking to the service rep. I feel like Snap Engage as a whole is the epitome of great service. They've helped me out so much and I can't say enough great things about their customer service. The chat program itself is easy to use and has provided a great option for my customers to contact us. If I have the option for a chat, I use it! Snap Engage has been amazing. 10/10 all day. Thank you guys so much for providing such a great service and being so supportive in making this a success.

Source: Capterra
 

Francine from Salute My Job

August 2015

August 2015

Easy to use

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Really.simple and straightforward to use. Online assistance is also available and they are helpful.

Source: Capterra
 

Lawrence from Hendrix Restaurant Supplies

August 2015

August 2015

I use SnapEngage each work day, in Customer Service.

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

I appreciate the ability to see where my Chat guest is and what web pages they are looking at. I did a Chat at home the other day with a non SE person/company. I was surprised they had no idea what I was looking at. It made me all the more appreciative of the tools I have with SnapEngage. Well done SnapEngage!

Source: Capterra
 

Silviu from Acumen Online Ltd.

August 2015

August 2015

Brilliant product!

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

The product is brilliant, easy to use and allows customisation. We found useful its capability to merge with other business software like Salesforce. The only major bug we have encountered is whilst using OS Safari it disconnects automatically when browsing between tabs (it only occurred a few time in Google Chrome). Thanks

Source: Capterra
 

Conrad from A housing non profit

August 2015

August 2015

Great chat software. A Must for any business

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

The software is is easy to use, and install. We have 8 agents in our organisation and they find the software intuitive and easy to use. Customer support is very good too, we had several integration customisations and Snapengage provided us with timely support and fixes. I'd definitely recommend this to other organisations who are looking to add online chat to their sales tools.

Source: Capterra
 

Mark from SpeakLike Inc.
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2016

February 2016

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support
Support
Source: GetApp