SnapEngage

SnapEngage


4.5 / 5
105 reviews

Who Uses This Software?

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


Average Ratings

105 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $16.00/month/user
  • Pricing Details
    SnapEngage offers Essentials, Professional, 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

Drive proven results for your business with SnapEngage. Our dedicated enterprise chat solution increases website conversion rates and improves customer satisfaction for sales and customer service teams. SnapEngage meets advanced security and privacy requirements, and offers omnichannel capabilities and native integrations with popular CRMs and Help Desks. We're committed to long-term success with award-winning customer support, professional services, and personalized training.


SnapEngage Features

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

SnapEngage Reviews Recently Reviewed!


Capterra loader

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

Apr 11, 2019
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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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.

Overall: 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.

Trusted since 2012

Apr 11, 2019
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 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.

Overall: 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.

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.

Easy to Use with Great Support!

Apr 02, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: SnapEngage has always been easy to use, even with ongoing updates and added features. The proactive chat and the different options for controlling the chat box pop-up has always been a favorite feature of mine. There are many qualifications that can be placed on visitors to determine whether a proactive chat is appropriate, such as a first-time visit to the site, a prolonged period of time spent on a webpage, a certain access point on the website, etc.

Cons: I do not like that the proactive chat does not allow a box for customer/patron contact info, such as email. We have many proactive chats that go unanswered if the customer exits to another software on our site while the proactive chat is engaged. We lose a lot of chat interaction.

Overall: As the administrator for this software, I have always felt that the support is very good and timely, although we have had some technical issues in the past that went unresolved-- "We'll refer this to our design team," etc.

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
Likelihood to Recommend: 10.0/10 Not
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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.

Superior Product with Stellar and Responsive Support

Apr 02, 2019
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: The software itself is very easy to use. It's all web-based so our employees can use it at any PC or from home. It has a very slick back-end and tons of analytics. It's light years ahead of where we came from.

Cons: This isn't really a con, since it's industry standard, but our small shop doesn't have a dedicated chat team. Our employees are constantly multi-tasking, so the notification system when there's a chat waiting would be best if it didn't rely on the browser's notification system. All browsers notification systems are pretty lackluster. The little flyout box pops up for maybe 8 seconds, then disappears. If one of our employees isn't looking at their computer screen when that pops up, they don't know there's a chat waiting. It also doesn't work for internal chats (team chat) either. If we miss the notification, we don't know someone is trying to talk to us.

Overall: Overall, the options, the support team, and the ease of use is far superior to any other chat system out there. We research 6 others before choosing SnapEngage, and they just leap-frogged over everyone else.

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
Likelihood to Recommend: 9.0/10 Not
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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!

10 Snaps for SnapEngage

Aug 31, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

snapengage productivity

Apr 11, 2019
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: by introducing the snapengage system we have reduced calls to our helpline by 60% and yet we keep more customers happy becuase we can attend to their queries immediately, rather than waiting for someone to call them back. With each support agent being able to handle multiple support requests means our productivity and customer service have dramatically improved.

Cons: For us there have been no downsides at all... the integration was quick and easy and the system works very well.

Overall: Increased productivity. Improved customer service. Reduced response times. Full transcript of each chat message. Secure and reliable.

Flawless...from setup and launch to customer support

Apr 11, 2019
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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Pros: Easy to work with the support team of SnapEngage. Though they are infrequently needed, as the software just works, their support staff is quick to respond and always has the answers.

Cons: Can't think of anything at all. It's Outlook that won't obey my rule and not send every 10th notification to my junk folder!

Overall: We engaged with SnapEngage chat in order to offer our customers an additional method of contacting us, instead of the phone. Chat offers us the opportunity to document, get needed minutia details from our customers about any issues they are having. It's so much better than the phone which is inconsistent quality, takes much longer to get the needed details, etc.

One of the best chat portal.

Sep 26, 2018
5/5
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: 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.

Overall: It is very helpful to have, snapEngage walked us through in making our goals possible to win the hearts of our customers.

Solid chat platform with lots of features

Mar 27, 2019
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: Ease of use, customisation, ability to setup rules based on chat user behaviour

Cons: Nothing really. We have been a long standing customer and have watched SnapEngage grow into a really solid platform. Only small gripe would be the pricing changes which had an impact on us when we fell onto the wrong price plan, but they rectified it right away

Overall: Very happy with the platform. As a marketing agency we get to use the service for our own business and resell to clients. The flexibility of features and price plans is great. Slightly more expensive than some options but you get what you pay for. Customer support is superb.

SnapEngage

Apr 02, 2019
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: SnapEngage was very easy to setup and test, within an hour we were setup and testing the system with a couple of users. From there it was straightforward to scale, and roll out to other countries across Europe.

Cons: Can be difficult to know what features are included in your subscription, especially when new ones are added.

Overall: Overall, SnapEngage has given us a great opportunity to interact directly with our customers across Europe, it integrates with the systems we are already using, and it's metrics and reporting help us identify areas for improvement and levels of engagement internally.

Snappy way to interact with customers

Apr 12, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: I like how easy it is to use. You can see the beginning of a prospect's response (so you have to be careful not to reply until they finish typing!) and it is a great way to interact with customers and prospective customers.

Cons: No real cons. One time a few years ago they enabled calls without telling us and some creepy guy called me unexpectedly - we were able to shut it off quickly! Otherwise, I don't love the new interface as much as the older version.

Overall: Great! I haven't used other products, but I would recommend SnapEngage!

Good messaging software overall but needs mobile support

Apr 02, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: As a general messaging / support tool it works very well. We have our knowledgebase in Wordpress and they make it very easy to search for topics and send links or even re-direct customers to the right page. It took us a few days to get the software setup how we wanted, but, there are a lot of options.

Cons: The software does not work on mobile for support agent. It does work fine on mobile for customers. But, this is a big issue for us and we will continue to look for an alternative software if we can find one. But, so far, we have not. The ability to have your own wordpress knowledgebase and search through that is a pretty unique feature. But, they need mobile support for agents.

Overall: Good software overall and good technical support. We had to contact them on a number of issues at initial setup, and, we were quickly enough directed to solutions.

Very Customizable

Sep 12, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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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.

Straightforward Chat Function for Businesses

Apr 11, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: - customizability (added feature since our time using it)

- reporting

- user experience

Cons: - on the admin end, things sometimes look a little outdated

- recently the price went up significantly for people used to having multiple businesses/users

- not integration with social media messaging

Overall: We were looking for an easy way to install live chat on our websites. Snapengage has fit the bill and continued to improve over the years. However, the recent price increase has made me rethink our use of the product from time to time.

SanpEngage is a Snap!

Apr 14, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It's very easy to use as well as setup. Engaging tool that allows our team to engage with both customers and prospects alike. It's very easy for people on the site to engage with our sales and customer service team.

Cons: Wish it was easier to set schedules so that someone is always on line. It's an oversight sometimes and we don't always realize that no one is online and people that are trying to chat with a rep have to send an email because we don't have anyone online.

A partner in customer satisfaction

May 10, 2019
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: 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.

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

Amazing customer service

Apr 02, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 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 implementation is extremely easy. Their design studio, that copy and paste code for the website, those are all features that made it easy for us to get ready and train our staff before go-live date. We needed to customize the chat environment for multiple accounts, and we were able to do it ourselves. When needed, we got support via chat or over the phone. The SnapEngage Team was extremely responsive.

Cons: The change in their business model, charging per seat now.

Overall: SnapEngage has given us the ability to offer another access path for our clients in a setting that is end-user and staff-friendly and eye-catching for a diverse audience.

Great, easy to use, customer-friendly chat experience

Apr 02, 2019
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: Once we selected SnapEngage, we were able to implement it and get it working on the site within days. It is user friendly from our chat agent perspective, and it adds a lot of value for our customers who want to quickly chat to find out an answer without picking up the phone to call us! It's intuitive on both ends!

Cons: We didn't have many issues with the software. The only thing we'd desire is more chat agents within our package, but we could achieve that by upgrading (and paying more) for a larger package.

Overall: Better customer experience for our customers, and more efficient customer service for our internal employees!

Great Platform for Basic Chat

Jan 28, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

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
Likelihood to Recommend: 10.0/10 Not
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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.

Great chat software

Apr 02, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It allows us to interact with our customers and convert bookings as well as assist them.

Cons: It does not have an app. This would be an added feature that would help chat off mobile phones

Overall: We have been using snapengage for several year now and we are satisfied with the software as it has helped us assist our online visitors and converting queries into form catamaran cruises for our company that specilises in promoting online catamaran cruises on our beautiful island of Mauritius.

Happy customer

Apr 02, 2019
4/5
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: I really like the layout and ease of use, Everything is easily accessible.

When required I can quickly add or edit shortcuts which are immediately available for the rest of the team. I can see what's happening with my team at a glance.

Cons: Would like to be able to "read along" with chats that my team are having. This would be a huge benefit when training new staff etc.

Overall: Adding SnapEngage to our website has given us a much higher conversion rate from visitor to lead providing a constant stream of warm enquiries for our sales teams.

We are very happy with the service we receive and will continue to be a customer.

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.

Easy to use and functional

Apr 02, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use

Versatile and Functional

Able to have a whole sales team

Chat Bot is very useful

Can customise look and feel which is great for us

Integrate with email and other features

Cons: Would like a hubspot integration ideally, but is not necessary for what it says it does.

Overall: Easy to use and easy to train whole teams to use. I would recommend if you have a large sales team and if you can integrate with your CRM.

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
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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.

Amazing product!

Apr 11, 2019
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: When researching chat software for our company, SnapEngage was by far the best and best value. It offered us the ability to give our customers services they could never acquire by using the phone. The representatives were always super friendly and helpful, and never failed to respond to our needs!

Cons: Nothing...it's reliable, easy, and benefited our company immensely!

The best chat solution we've found

Apr 11, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: Tons of customization features. Their proactive chat feature is especially useful for us. The fact that it can be tuned to show specific message on certain pages allows us to provide a more personal chat experience while still using automation to reduce workload.

Cons: I preferred the old interface prior to their latest refresh/redesign, but that's more a matter of preference.

Overall: We've tried several chat solutions over the years and found SnapEngage to be the most feature rich, easy to use, and best value available. Highly recommended.

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.

User Friendly and has Key Integrations

Apr 02, 2019
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The integration with Zendesk has been a game changer for us. We've opened up new channels for reporting based off of our chat and our support team has become much more efficient.

Cons: In regards to our support team, it can be tedious to rotate chat agents because you have to delete users and re-add them each time. It'd be nice if you could simply deactivate a chat agent or mark them as inactive somehow. Also, it'd be nice if we could re send chats to Zendesk if they originally failed to sync for some reason.

Overall: Overall, our experience with SnapEngage has been very pleasant. Their support team is friendly and they strive to assist you any way they can.

SnapEngage Review

Apr 02, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: the proactive chat feature is best I highly recommend it to clients because it increases engagement with potential clients

Cons: No Mobile app for chat agents. being able to chat with potential clients on the go would be a huge feature.

Overall: Experience is overall very good but desperately wished you had a mobile app for chat agents.

Perfect Price for our need

Apr 11, 2019
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: We have a small team here, and we really didn't need a huge amount of features. We wanted something simple and cost effective an Snap engage has been the PERFECT solution! We are on the 4 rep business plan and it fits our needs.

Cons: Not really many cons here. We really enjoy the software!

Fully customizable chat agent

Apr 18, 2019
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Customizable, easy to get started, and able to handle most of our needs for the price.

Cons: Admin site can be difficult to navigate and find the settings you are looking to change.

Overall: Our clients like being able to chat with us, it is quickly becoming the main way clients communicate with us.

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.

Great Live Chat Product

Apr 15, 2019
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of use, ease of integration into our website

Cons: Once in a while the system will glitch and bounce around to the different operators when waiting for a client response.

Overall: Overall experience has been great aside from it bouncing around to different operators with the same chat occasionally.

I really really liked this software

Mar 05, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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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

Awesome Chat Service!

Apr 02, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It is easy to use and alerts you if you have been inactive for a time that you set. Meaning- if you are not at your desk it takes you offline which is great so you are not getting live chats if no one is available. You can customize the chat box to match your website or company theme which is also great! The attention to detail is amazing. Being a chat service, they also have amazing customer service available via chat that has been a life saver to answering some questions and keeping our service as attentive as we would like it.

Cons: It took me awhile to fully learn how to navigate the site. I am still learning some of its features everyday. I have now learned how to pretty much navigate everything I need, and am discovering new features available as I am getting more comfortable with it.

Overall: It has been great so far! As our team becomes more comfortable with it I am sure it will only get better.

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 !!!

Solid Chat Agent for Small to Mid-size Businesses

Apr 02, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: I helped setup SnapEngage on our website and style the chat button and chat box. It was very easy to setup and style. We were able to perfectly match our branding. They have plenty of options to customize the appearance of the chat button, box, and placement on screen, so I would assume it will work for everyone's needs. Setting up proactive chat was easy too. We customized proactive chat by page, with specific rules and pre-filled text. I only had to contact support for a few unique requests and they helped me instantly (one time I wanted to disable proactive chat based on IP so co-workers and I didn't have to see it while we are on the site all day).

Cons: I only have positive things to say about SnapEnage and how easy to use their solution is.

Overall: Our experience was great. We needed a way to generate leads on our website and route customers to technical support when needed. The chat solved this challenge.

Amazing interface and stellar customer support

Apr 02, 2019
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 amazing support of the customer service team and the new interface makes it easier than ever to customize and to use.

Cons: I like everything about SnapEngage since the new interface has been launched.

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.

Lead SNAP

Apr 02, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use, easy to implement. Easy to maintain. Good UX from both sides. A lot of variable when to show, where to show (pop up).

Cons: We don't have cons at the moment at functionality level where we use it.

Overall: Product and support is made CUSTOMER TOWARD.

Support team is super friendly and helpful, they have helped with tech issues and leading where to find them if they were on our side.

Very happy with functionality and value

Apr 02, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 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 setup, we selected it because of the range of other platforms it integrates with (which of course are the ones we also use). The integration is easy and just seems to work.

Cons: Some of the upgrades have deprecated some of our implementations and we have to make changes to our implementations to support the upgrades.

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.