SnapEngage Live Chat Software

4.59 / 5 (108) FrontRunners

Our advisors have recommended this product 2 times in the last 30 days

About SnapEngage Live Chat

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 Dyn...


Read More

Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

108 Reviews of SnapEngage Live Chat

Average User Ratings

Overall

4.59 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(70)

70

4 stars

(32)

32

3 stars

(6)

6

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 108 results

April 2019

Peter from Scarinci Hollenbeck, Attorneys at Law

Verified Reviewer

Company Size: 51-200 employees

Industry: Law Practice

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2019

Trusted since 2012

We just love SnapEngagement. We have been using the software on our websites since 2012. The customer service is top notch and the accessibility of the chat features for our on the go team is a huge plus. Unlike automated services, I am able to put my team in front of potential clients. As a law firm, it is a huge plus for someone seeking legal guidance for their businesses, to be able to ask quick questions and feel like they have accessibility to someone with knowledge. It allows us to close the gap and retain the leads until our attorneys get back to them. From this, we have high conversion rates. The program always pays for itself the first month of the fiscal year. SnapEngagement has been a part of our team for many years and we look forward to continuing to use SnapEngagment for many more.

Pros

The software is easy to use, customizable, and accessible on the go. My team loves it and we have a high conversion rate with legitimate leads. It allows actual on team staff to interact with potential clients and that, unlike automated chat services or third-party services, adds significant value in the "closing" process.

Cons

I do not have many bad things to say. It would be a stretch for me to say something I dislike here.

February 2020

Richard from AEC Software Inc.

Verified Reviewer

Company Size: 11-50 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

February 2020

SnapEngage for a Small Software Company

We love SnapEngage. It makes communicating with website visitors, customers, and potential customers painless and crisp. The Chat window and proactive Chat look great on our site and allow us to engage with customers without appearing too pushy. We have been able to head-off much confusion from customers and calls into our Support Center by quickly and easily answering their questions as soon as they have them. The data we have gathered from our live Chats have allowed us to efficiently reorganize our website and transform our messaging in all mediums. Sales have only gone up since we instituted SnapEngage.

Pros

SnapEngage works great for quick communication with customers and visitors to your site. My favorite component of the setup is the ability to tailor Chat windows and proactive messaging depending on the specific page the customer or website visitor is visiting. We can have different questions and suggestions posed to customers depending on exactly what they are looking at, at that specific time. If they are in the online store we can ask them exactly what products they are looking at and what might work best for them. If they are on an informational page we can ask more open-ended questions to get the conversation started. It works great.

Cons

Sometimes the transfer of a Chat conversation from one agent to another can be "clunky". Sometimes it takes awhile and appears disjointed to the customer on the Chat with the agents.

Reasons for Choosing SnapEngage Live Chat

SnapEngage is very easy to setup and has very useful customer support. As soon as you enter their website there is a live agent ready to help you and answer any of the questions you have. They are also always putting out updates and new features.

April 2019

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

2.0

Functionality

3.0

April 2019

Will be a great product once it fully works

Not the best experience in my opinion, we were one of the companies that beta tested the new hub for them but we were not told we were beta testing the site, so the issues we had from the beginning were a HUGE headache. Would have loved if the company was up front and honest about that but they were not.

Pros

Ease of use inside the hub *as long as it is working* looks very nice once logged in and the admin screens are nice to see what agents are on at what time and how long they are active, really helps with scheduling.

Cons

The hub does not always work properly, there are many glitches that need to be fixed including the ability for the software not to crash when a new chat comes in. The customization feature could be a little bit more customize able for routing chats to teams/widgets instead of just one agent. BIGGEST CON - your year starts the day you sign the contract before you have even logged into the system or gotten any kind of training even scheduled on how to use the tool. It took us almost 2 months to complete our training because the trainer was booked up and we were charged for those 2 months and we were not even using the software.

August 2019

Rita from Sundial Group

Verified Reviewer

Company Size: 51-200 employees

Industry: Hospitality

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

August 2019

Good Chat widget to add to your website

By adding the SnapEngage widget on our website we were able to increase the number of enquiries and start better conversations with our clients. we

Pros

Easy to use from as a customer and as a company. All analytics available when you log into the back end of the website, you can check the log of all conversations had. It is very user friendly so no need for intense training

Cons

we wish that this integrated with the CRM we use, Hubspot as it would be great to be able to see the interactions with customers via snap engage on the contact's timeline on Hubspot CRM. Never the less, we still use Snap Engage and love it!

Reasons for Choosing SnapEngage Live Chat

Snap Engage was the best tool, when taking in consideration price vs functionality vs usability.

April 2019

Daniel from Marqana Digital

Verified Reviewer

Company Size: 11-50 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

3.0

Customer support

4.0

Functionality

4.0

April 2019

SnapEngage does what we need it to do, but the software isn't perfect

We often had visitors coming to our site without engaging with a demo request form or reaching out to our tech support team. After we implemented chat, our agents regularly send support requests to IT as a ticket, and we receive leads a few times a week. We are able to catch leads more easily this way. The proactive chat is especially helpful for this.

Pros

The software was fairly simple to implement and hasn't caused any problems on our WordPress website. Managing multiple chats isn't difficult. I appreciate the chat stats report with metrics for visitors to the website who contact us. There are many options for managing the proactive chat. The price has also been very reasonable for the duration of our time using it. When I can contact a support agent, they are very helpful and interested in making sure we can get the most out of our seats.

Cons

The proactive chat designing interface is a little difficult to work with and unintuitive at first. I don't have to use it often, so every time I return to it, I have some trouble. Unless you go in a bit of a roundabout way, it can be confusing to get in touch with a support agent. The backend of the website is not very easy to navigate. Some of the menus and menu items are nested in a way that isn't obviously intuitive. It needs to be cleaned up a bit. And SnapEngage needs to offer a way to get in touch with a support agent more quickly and easily. I don't usually have time to sift through several articles when troubleshooting an urgent issue. Currently, their IP blocking setup doesn't allow an admin to properly ban visitors who harass our agents - I need to contact support if I want an effective, permanent ban. Like most things in the product, the functionality is there, but the interface and steps to perform it are a bit out of sync.