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 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.



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Supported Operating System(s):

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

41 Reviews of SnapEngage Live Chat

Average User Ratings

Overall

4.61 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(28)

4 stars

(10)

3 stars

(3)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 41 reviews

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December 2016

Mark from Shamrock Trading Corp.

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2016

Quality Web Chat Feature

We used SnapEngage for our web chat feature for a little over a year, and we had a positive experience with the platform. We discontinued using the application due to some changes on our website, but this discontinuation had nothing to do with anything on the SnapEngage side. The web chat portal is very easy to use and understand. An administrator does not need to have any coding skills to customize this feature. SnapEngage provides several options and features for users to get the most out of their experience. It also provided the best integrations to other applications. Of all of the web chat applications we tried out, SnapEngage was the clear winner.

Pros

SnapEngage is easy to use and understand with no coding experience required. Their web chat portal has many features and benefit that allow for more flexibility than other web chat applications. SnapEngage also has the option of no annual contracts, great support, and several API's that can integrate with other applications such as Microsoft Dynamics CRM.

Cons

The script that we received from SnapEngage and put on our websites did cause our website to take longer to load when the web chat feature was activated. The slower load time was the only negative issue we saw with the web chat feature.

October 2017

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

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.

June 2017

Anne from Robly Email Marketing

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

June 2017

Love SnapEngage! A Fabulous Chat Tool.

Easy to use and implement chat software tool - their own support team is super responsive and helpful.

Pros

I love the UI - it's easy and straightforward. We're on the basic plan but it works for what we need; I love the Sneak Peek feature (naturally), it's easy to transfer chats and also love all the info that we're given when the user comes in, ie, referring URL, IP address, location within our system, etc.

Cons

They need to add an easy transcript email option as many other providers have them and would be handy. Also in the sound effects, one is a crying baby - let's be honest, no one likes that one. Would also be nice for all agents to see how many chats others are handling and not have that be just an admin feature - we're a small team so we're all super equal in our efforts and this would be valuable to everyone, not just the account owner.

October 2017

Quandra from Robly Email Marketing

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

October 2017

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!

August 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

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.

September 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

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.

September 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

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.

January 2019

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

3 of 5

Functionality

5 of 5

January 2019

Great Platform for Basic Chat

Pros

Very easy to install and set up. There are great features like user-sharing, automated messaging, timed delay, and more. Share with multiple users and multiple sites and access easy live and offline times.

Cons

Unless you have headphones in or your volume on, it's difficult to realize when there is a new chat. There are not desktop notifications (from what I can tell) and if you have multiple browsers open, it's easy to overlook a new chat.

March 2018

Paul from Medical Aesthetics and Wellness

Company Size: 2-10 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

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.

February 2017

Brandon from Adwerx

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

February 2017

Customer Service through chat

SnapEngage is the platform that our company uses for all online chat interactions. The interface is quite simple to navigate and the system is very responsive. As far as an option, SnapEngage has them. There is a ton of customization available in the system settings and it is fairly easy to get started.

Pros

-Tons of options
-Ability to create canned responses
-Easy to use admin panel.

Cons

-Would prefer an application-based program instead of web-based. However, this is just personal preference.

June 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

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.

February 2018

Jillian from RIEGL USA

Company Size: 11-50 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

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.

October 2017

Josh from Paved

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

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.

May 2018

Gaelle from Jumia Market

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

3 of 5

Customer support

5 of 5

Functionality

3 of 5

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

September 2017

Cheryl from Hotze Health & Wellness Center

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2017

Awesome staff

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.

August 2018

Aubrey from SkySlope Inc

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

4 of 5

Functionality

4 of 5

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.

March 2019

Gerabel from Brickhouse Security

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

March 2019

I really really liked this software

Pros

I really really liked this software since the chat system is simplified and controlled for me to get just up to 3 chats from our website at a time. the notification and alerts about idle chats and the option to disconnect unwanted chatters is really a plus.

Cons

least thing I liked about this is that there are just really limited option but it is a simplified chatting system and still is very useful

March 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

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.

December 2017

Eric from Advance America

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

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.

January 2018

Rebecca from RB

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

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.