SnapEngage

SnapEngage

4.5 / 5 31 reviews

Who Uses This Software?

SnapEngage is a scalable live chat platform that allows sales and support teams to better engage, support, and convert their website visitors. We serve companies large and small across all verticals.


Average Ratings

31 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $17.00/month
  • Pricing Details
    SnapEngage offers Solo, Business, Plus, Premier, and Enterprise plans.
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • SnapEngage
  • snapengage.com
  • Founded 2008
  • United States

About SnapEngage

70% of SnapEngage clients come to us from another chat provider. Why? Because we're focused on outcomes that have a powerful impact on your business. With over 21,000 users in 87 countries, SnapEngage clients consistently see better sales conversions, higher CSAT/NPS and lower cost per interaction after switching to SnapEngage. Our fully-featured solution offers robust CRM & Help Desk integrations, is HIPAA & PCI compliant, available in 30+ languages and includes advanced analytics to prove ROI.


SnapEngage Features

  • Canned Responses
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking

SnapEngage Reviews Recently Reviewed!


Quality Web Chat Feature

Dec 05, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Overall: 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.

Love it! :D

Oct 18, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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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.

Overall: 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.

Love SnapEngage! A Fabulous Chat Tool.

Jun 13, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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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.

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

Capterra-loader

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

Oct 05, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

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!

Love Snapengage

Mar 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Comments: 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.

Customer Service through chat

Feb 01, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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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.

Overall: 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.

Does what its supposed to, minimal learning curve.

Jun 14, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

SnapEngage: Oh Snap!

Feb 09, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: 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.

Capterra-loader

SnapEngage is an important part of my day to day routine

Oct 18, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Awesome staff

Sep 12, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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.

good chat for 24/7 support

Aug 05, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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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.

Best and simplest live chat tool out there!

Mar 10, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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.

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

May 02, 2018
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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

Overall: 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 !!!

excellent service

Dec 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Great product, easy to use

Jan 03, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

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.

Using Snapenage is easy!

Jun 13, 2018
3/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Smooth, professional, efficient, low-maintenance

Jul 06, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use and navigate; the IP location feature is really cool and useful; customer support is always top notch, and you can tell they are continuously striving to improve the product.

Cons: A couple of settings are a little vague with regards to its actual implementation on the front-end. Overall, very solid product; very impressed.

Chat

Jun 14, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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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

Live Chat Review

May 20, 2016
5/5
Overall

Comments: I have used SnapEngage since 2011, with two SaaS companies. With both companies, I brought live chat to the marketing department for the first time, so had to go through the vendor review, set-up, initial training, and optimization.

Pros: --Excellent support. They use their own chat tool and consistently get back to me with a detailed answer in minutes. --Great UI for the chatters, and the consumers --Great integration with Salesforce

Cons: --Wish they gave more ideas on how to use Proactive Chat, that have produced clear results. They provide some, but they are pretty generic

Capterra-loader

Great for chatting with customers and seeing what they're typing before sending

Oct 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Seeing what a customer is saying prior to them sending it. It really helps with answering questions as fast as possible

Cons: Not able to see what other colleagues are doing real time. This feature would really help with training new users.

Basic chat

Jan 05, 2017
4/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Ease of use
Simple design
Ability to see what customer is writing while they write it

Cons: No Live view of agent chat.
Statistics/analytics

Overall: If you're looking for a simple chat add on for your website this is fine. Reporting and stats leave a lot to be desired.

Capterra-loader

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

Apr 30, 2018
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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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.

Great software. Amazing Customer Service.

Dec 03, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I have not had any issues with the software at all. I did testing on it off and on while my company was going through a buyout transition. Due to the change is procedures I had to renew my trial account a couple times. They were awesome with working with me. I must have asked them hundreds of questions. Every single time my answer was not only answered, but I had a great experience talking to the service rep. I feel like Snap Engage as a whole is the epitome of great service. They've helped me out so much and I can't say enough great things about their customer service. The chat program itself is easy to use and has provided a great option for my customers to contact us. If I have the option for a chat, I use it! Snap Engage has been amazing. 10/10 all day. Thank you guys so much for providing such a great service and being so supportive in making this a success.

Awesome Livechat

Mar 21, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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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.

Capterra-loader

Tested Many, SnapEngage was the Best

Jan 31, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

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.

Great!

Oct 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy to use, and I love that it shows where a person is chatting from! The fact that you can see what the customer is typing is a great advantage!

Great chat software. A Must for any business

Aug 31, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: The software is is easy to use, and install. We have 8 agents in our organisation and they find the software intuitive and easy to use. Customer support is very good too, we had several integration customisations and Snapengage provided us with timely support and fixes. I'd definitely recommend this to other organisations who are looking to add online chat to their sales tools.

Brilliant product!

Aug 31, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: The product is brilliant, easy to use and allows customisation. We found useful its capability to merge with other business software like Salesforce. The only major bug we have encountered is whilst using OS Safari it disconnects automatically when browsing between tabs (it only occurred a few time in Google Chrome). Thanks

I use SnapEngage each work day, in Customer Service.

Aug 31, 2015
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: I appreciate the ability to see where my Chat guest is and what web pages they are looking at. I did a Chat at home the other day with a non SE person/company. I was surprised they had no idea what I was looking at. It made me all the more appreciative of the tools I have with SnapEngage. Well done SnapEngage!

Easy to use

Aug 31, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Really.simple and straightforward to use. Online assistance is also available and they are helpful.

Feb 08, 2016
4/5
Overall
3 / 5
Ease of Use
5 / 5
Customer Support
4 / 5
Value for Money