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.

Supported Operating System(s):
Windows 7 , Windows Vista , Windows XP , Mac OS , Web browser (OS agnostic) , Windows 2000 , Windows 8

31 Reviews of SnapEngage Live Chat

Showing 1 - 20 of 31

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  • Aubrey from SkySlope Inc

    Number of employees: 51-200 employees

    August 2018

    good chat for 24/7 support

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    SnapEngage is relatively easy to use, and the simplicity of the functionality allows us to work quickly and uphold our SLAs.

    Cons

    When it comes to tools and functionality, I find SnapEngage to be a bit behind some other tools that and more advanced and have more options.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    June 2018

    Does what its supposed to, minimal learning curve.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jessey from SkySlope

    Number of employees: 51-200 employees

    June 2018

    Chat

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    June 2018

    Using Snapenage is easy!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Gaelle from Jumia Market

    Number of employees: 51-200 employees

    May 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Brice from The Ohio State University Fisher College of Business

    Number of employees: 201-500 employees

    April 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Ryan from Sikich

    Number of employees: 501-1,000 employees

    March 2018

    Awesome Livechat

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • Verified Reviewer

    Number of employees: 11-50 employees

    March 2018

    Best and simplest live chat tool out there!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Paul from Medical Aesthetics and Wellness

    Specialty: Healthcare / Medicine

    Number of employees: 2-10 employees

    March 2018

    Love Snapengage

    Ease-of-use
    Functionality
    Quality
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Jillian from RIEGL USA

    Specialty: Other

    Number of employees: 11-50 employees

    February 2018

    SnapEngage: Oh Snap!

    Ease-of-use
    Functionality
    Quality
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Brooke from Health eCareers

    Number of employees: 51-200 employees

    January 2018

    Tested Many, SnapEngage was the Best

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Rebecca from RB

    January 2018

    Great product, easy to use

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Eric from Advance America

    December 2017

    excellent service

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Josh from Paved

    October 2017

    SnapEngage is an important part of my day to day routine

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    October 2017

    Love it! :D

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Zara from Athena Promo

    October 2017

    Great!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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!

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Quandra from Robly Email Marketing

    Number of employees: 11-50 employees

    October 2017

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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!

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Trevor from Volt Workforce Solutions

    Number of employees: 1,001-5,000 employees

    October 2017

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Cheryl from Hotze Health & Wellness Center

    September 2017

    Awesome staff

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Dario from WriterAccess

    Number of employees: 11-50 employees

    July 2017

    Smooth, professional, efficient, low-maintenance

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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
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