SnapEngage

SnapEngage

by SnapEngage

Who Uses SnapEngage?

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.

What Is SnapEngage?

Drive proven results for your business with SnapEngage. Our dedicated enterprise website chat and bots solutions increase 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 Details

SnapEngage

https://snapengage.com

Founded 2008

SnapEngage Pricing Overview

SnapEngage does not have a free version but does offer a free trial. SnapEngage paid version starts at US$16.00/month.

Starting Price

US$16.00/month

Pricing Details

SnapEngage offers Essentials, Professional, and Enterprise plans.

Free Version

No

Free Trial

Yes

Deployment

Cloud, SaaS, Web

Training

In Person

Live Online

Webinars

Documentation

Support

Business Hours

Online

SnapEngage Features

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

SnapEngage Reviews

Showing 5 of 108 reviews

Overall
4.6/5
Ease of Use
4.6/5
Customer Service
4.6/5
Features
4.4/5
Value for Money
4.5/5
Peter M.
Marketing Director
Law Practice, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 11/04/2019

"Trusted since 2012"

Comments: 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.

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.

  • Reviewer Source 
  • Reviewed on 11/04/2019
Richard M.
Account Executive
Information Technology & Services, 13-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    4/5
  • Features & Functionality
    5/5
  • Customer Support
    4/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 25/02/2020

"SnapEngage for a Small Software Company"

Comments: We love SnapEngage. It makes communicating with website visitors, customers, and potential customers painless and crisp. The Chat window and proactive Chat look great on our site and allow us to engage with customers without appearing too pushy. We have been able to head-off much confusion from customers and calls into our Support Center by quickly and easily answering their questions as soon as they have them. The data we have gathered from our live Chats have allowed us to efficiently reorganize our website and transform our messaging in all mediums. Sales have only gone up since we instituted SnapEngage.

Pros: SnapEngage works great for quick communication with customers and visitors to your site. My favorite component of the setup is the ability to tailor Chat windows and proactive messaging depending on the specific page the customer or website visitor is visiting. We can have different questions and suggestions posed to customers depending on exactly what they are looking at, at that specific time. If they are in the online store we can ask them exactly what products they are looking at and what might work best for them. If they are on an informational page we can ask more open-ended questions to get the conversation started. It works great.

Cons: Sometimes the transfer of a Chat conversation from one agent to another can be "clunky". Sometimes it takes awhile and appears disjointed to the customer on the Chat with the agents.

  • Reviewer Source 
  • Reviewed on 25/02/2020
Verified Reviewer
Graphic Designer
Medical Devices, 51-200 Employees
Used the Software for: 1-5 months
  • Overall Rating
    3/5
  • Ease of Use
    5/5
  • Features & Functionality
    3/5
  • Customer Support
    2/5
  • Value for Money
    3/5
  • Likelihood to Recommend
    4/10
  • Reviewer Source 
  • Reviewed on 11/04/2019

"Will be a great product once it fully works"

Comments: Not the best experience in my opinion, we were one of the companies that beta tested the new hub for them but we were not told we were beta testing the site, so the issues we had from the beginning were a HUGE headache. Would have loved if the company was up front and honest about that but they were not.

Pros: Ease of use inside the hub *as long as it is working* looks very nice once logged in and the admin screens are nice to see what agents are on at what time and how long they are active, really helps with scheduling.

Cons: The hub does not always work properly, there are many glitches that need to be fixed including the ability for the software not to crash when a new chat comes in. The customization feature could be a little bit more customize able for routing chats to teams/widgets instead of just one agent. BIGGEST CON - your year starts the day you sign the contract before you have even logged into the system or gotten any kind of training even scheduled on how to use the tool. It took us almost 2 months to complete our training because the trainer was booked up and we were charged for those 2 months and we were not even using the software.

  • Reviewer Source 
  • Reviewed on 11/04/2019
Rita S.
Group Marketing Manager
Hospitality, 51-200 Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 09/08/2019

"Good Chat widget to add to your website "

Comments: By adding the SnapEngage widget on our website we were able to increase the number of enquiries and start better conversations with our clients. we

Pros: Easy to use from as a customer and as a company. All analytics available when you log into the back end of the website, you can check the log of all conversations had. It is very user friendly so no need for intense training

Cons: we wish that this integrated with the CRM we use, Hubspot as it would be great to be able to see the interactions with customers via snap engage on the contact's timeline on Hubspot CRM. Never the less, we still use Snap Engage and love it!

  • Reviewer Source 
  • Reviewed on 09/08/2019
Daniel C.
Creative Manager
Computer Software, 13-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    3/5
  • Features & Functionality
    4/5
  • Customer Support
    4/5
  • Value for Money
    3/5
  • Likelihood to Recommend
    6/10
  • Reviewer Source 
  • Reviewed on 11/04/2019

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

Comments: 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.

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.

  • Reviewer Source 
  • Reviewed on 11/04/2019