About SnapSupport

SnapSupport is a web-based equipment maintenance solution designed to help businesses across various industry verticals, including telecom, manufacturing, life sciences, semiconductor, utilities, medical devices, mining and healthcare. Key features include work order management, mobile access, maintenance scheduling, job management, file sharing and real-time chat.

Teams using SnapSupport can offer help documentation, FAQ, user manuals, videos and other support materials proactively to customers, and predict potential issues. Issues reported by customers are automatically routed to the representative best qualified to handle specific issues. Additionally, unattended tasks are escalated to the right contact within the organization, ensuring efficient reso...


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Supported Operating System(s):

Web browser (OS agnostic)

4 Reviews of SnapSupport

Overall rating

4.25 / 5 stars

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July 2018

Ahmed from Thermo Fisher Scientific

Verified Reviewer

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

July 2018

We use the snapsupport platform to handle support & troubleshooting for our ongoing projects.

Pros

Mobile app, image & video elements are all designed in an intuitive way, which makes it much easier and quicker to address support issues.

Cons

Notifications via email don't yet allow you to directly respond by email, but I believe they are working on this feature.

August 2018

Steve from UCG NZ Limited

Verified Reviewer

Company Size: 51-200 employees

Industry: Telecommunications

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

August 2018

SnapSupport Review

SnapSupport are extremely approachable, adaptable and welcoming of any suggestions/development requirements you may have, making the tool completely configurable for your business.

Pros

The ability to answer any incoming question at any location, totally mobile and still flexible enough to add comprehensive files to answer questions. The structured way of asking questions and the extractable data from the backend enabled diagnostics of problems to help rectify situations and stop them becoming questions in the future.

Cons

The performance of the chat function and video calling were sometimes sporadic, not insurmountable problems but detracted from the overall experience.

April 2019

Paul from UCG

Verified Reviewer

Company Size: 501-1,000 employees

Industry: Telecommunications

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

3.0

Functionality

3.0

April 2019

revieew so fat

good when it works definitely helps. needs further improvements and will surpass expectations I'm sure when some more minor changes are implemented for our needs

Pros

allows field techs to upload in real time completed work in a template to be saved in PDF form. works on all platforms The development team is helpful and quick to respond to issues

Cons

pdfs don't save with a title of the Document the chat function is clunky alerts don't always work cant generate PDFs from the mobile app issues with crashing and freezing during at end of uploads

April 2019

Sakthi Ragunathan from Universal Communications Group

Verified Reviewer

Company Size: 201-500 employees

Industry: Telecommunications

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

April 2019

SnapSupport - A must for a Field Service environment

SnapSupport helps us to reduce the response time for incidents and provides audio-video interactions which has increased the number of incident resolutions in the first instance. The new AI feature is interesting. Overall a productive application and a real value for money.

Pros

Easy customization according to your environment. Swift response on support requests

Cons

Android application could be more better.