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.

Reports
Reports
Reports
Integrations
Integrations
Chat
Chat
Group chat
Group chat
Protective rule
Protective rule
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



37 Reviews of SnapEngage Live Chat

Overall rating

4.5 / 5 stars

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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

One of the best chat portal.

It is very helpful to have, snapEngage walked us through in making our goals possible to win the hearts of our customers.

Pros

In my 2 years of work experience in my current company nothing compares with SnapEngage. It enables our customer to contact our support team anytime they visit the website wherein any customer query are answered and addressed. It is very useful with the team in providing excellent customer service. After opening the website chat buttons will appear, it will not just make our customer feel that we are with them it also open the door to a customer and merchant relation.

Cons

Most of our customers take it in a negative way finding the chat buttons more annoying than that from being useful. But aside from that nothing else.

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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Functionality

September 2018

Very Customizable

Pros

Weekly stats feature is very helpful in generating overall and individual reports. You can easily see your ratings at a glance. The user interface has a lot of useful options for different types of notifications, which is really helpful if you have several tasks that you need to handle at the same time. History of chats is also very useful for reviewing what has taken place in a chat conversation.

Cons

Nothing really. As a user, this software is really very easy to use.

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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

August 2018

10 Snaps for SnapEngage

Pros

It's easy-peasy to set up and customize the widgets to fit one's requirements in the business. It can also be integrated with different platforms. We use SnapEngage with our 3 major tools without any conflicts and with ease that it only took us not even a day to design, test and roll out. Customer service team is also responsive and very helpful in resolving any issues or answering any inquiries.

Cons

It doesn't allow remote access to the users. We've had instances where our staff forget to log out of the tool and even admins can't kick them out - which causes for offline messages to still come in instead of it being unavailable. Also, it would be better if we can pull up historical logs of messages by custom date instead of using Export periods.

Mateus from THE TRANSLATION COMPANY GROUP LLC

Number of employees:  11-50 employees

Ease-of-use

Value for money

Functionality

August 2018

Straightforward choice for a chat app.

Pros

If you looking for an basic web chat feature to you websites and stuff SnapEngage is quite sufficient, it is easy to use and set up, you dont need to have massive coding skills to set app this chat and the experience the app provides is satisfactory.

Cons

Not much of cons to say, it does everything it proposes to, sure there are a few more complete options out there but SnapEngage works very well, however I would say that the UI dashboard could be improved in the visual side, to make it more appealing.

Philip from DoMyOwn.com

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

August 2018

Excellent Chat Software

Excellent experience that is meeting our needs.

Pros

Clean look and feel that is customizable, customers like it, easy to use.

Cons

Some new features are lacking but the team is working on them. Chat bots for one...

Aubrey from SkySlope Inc

Number of employees:  51-200 employees

Ease-of-use

Customer support

Functionality

August 2018

good chat for 24/7 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.

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Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

June 2018

Does what its supposed to, minimal learning curve.

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.

Jessey from SkySlope

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

June 2018

Chat

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

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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

June 2018

Using Snapenage is easy!

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.

Gaelle from Jumia Market

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2018

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

Brice from The Ohio State University Fisher College of Business

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

April 2018

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

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.

Ryan from Sikich

Number of employees:  501-1,000 employees

Ease-of-use

Functionality

March 2018

Awesome Livechat

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.

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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

March 2018

Best and simplest live chat tool out there!

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.

Paul from Medical Aesthetics and Wellness

Specialty:  Healthcare / Medicine

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

March 2018

Love Snapengage

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.

Jillian from RIEGL USA

Specialty:  Other

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

February 2018

SnapEngage: Oh Snap!

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.

Brooke from Health eCareers

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

January 2018

Tested Many, SnapEngage was the Best

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.

Rebecca from RB

Ease-of-use

Value for money

Customer support

Functionality

January 2018

Great product, easy to use

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.

Eric from Advance America

Ease-of-use

Value for money

Customer support

Functionality

December 2017

excellent service

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.

Josh from Paved

Ease-of-use

Value for money

Customer support

Functionality

October 2017

SnapEngage is an important part of my day to day routine

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.

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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2017

Love it! :D

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.


Displaying 1 - 20 of 37 reviews