A partner in customer satisfaction

We chose SnapEngage after a long review. Our support people like it, so I like it.

Pros

It's easy to install. It is configurable to our needs. It works very well across multiple domains and sub-domains, uniting our chat in a single dashboard. Works well with our analytics.

Cons

There's nothing I can think of that we don't like about it. I guess there are some times when chat doesn't appear in a web browser due to user configuration, but I don't think there's much that can be done about that.

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.

Needs Better ai tools

Take a look at what flow.ai is doing. You should already be doing this. If you are and it’s an extra charge then that’s too much. We already pay extensively for your services.

Pros

Widgets are nice. But I don’t have too many pros besides your logging.

Cons

Cannot create automatic conversational flows. Cannot create ai powered chatbots. No NLP engines. Snapengage needs an update.

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

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!

In your face, but not in YOUR face

We find that customers that are on our website convert better than customers that come in from other inbound lead avenues. They are actively in the moment interested in the product / service. They may have additional questions but are wary of providing personal details. Snap Engage allows us to communicate with them with few strings attached on the customer side.

Pros

We really liked how this software provided another touchpoint with potential customers. We have found that customers that visit your website have a much higher conversion rate.

Cons

Our initial deployments found the software to be a bit too intrusive. We had to experiment a bit to find the nice middle-ground where we were being helpful but not pushy.