SnapEngage

SnapEngage

Live Chat Software for Sales and Support Teams

4.6/5 (105 reviews)

SnapEngage Overview

SnapEngage live chat software enables companies of all sizes around the globe to better engage with their website visitors. SnapEngage is made for both sales and support teams and offers unique and innovative features to help enterprising companies increase customer satisfaction and convert more leads.

We serve all industries, including: Software/SaaS/Technology, E-Commerce & Retail, Travel & Hospitality, Real Estate, Healthcare, Insurance, Government & Municipalities, Education, Nonprofits, and more.

Pricing

Starting from
US$16,00/month
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, Europe and 5 others, Germany, India, Japan, Latin America, Mexico

Supported Languages

Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 17 others, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish

SnapEngage Reviews

Overall rating
4.6/5
94% positive reviews
71
Excellent
28
Very good
6
Average
0
Poor
0
Terrible
Daniel C.

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

Used Daily for 2+ years
Reviewed on 2019/04/11
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

6.0/10
Peter M.

Trusted since 2012

Used Daily for 2+ years
Reviewed on 2019/04/11
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Mark S.

Quality Web Chat Feature

Used Daily for 1+ year
Reviewed on 2016/12/05
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Laura K.

Easy to Use with Great Support!

Used Daily for 2+ years
Reviewed on 2019/04/02
Review Source: Capterra

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.

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Verified Reviewer

Love it! :D

Used Daily for 2+ years
Reviewed on 2017/10/18
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

SnapEngage Pricing

Starting from
US$16,00/month
Pricing options
Free Trial
Subscription
Value for money

Multiple pricing plans available to meet your needs. Priced per user/per month.

SnapEngage Features

  • API
  • CRM Integration
  • Chat
  • Monitoring
  • Real Time Monitoring
  • Reporting & Statistics

  • Activity Dashboard
  • Automatic Notifications
  • Contact History
  • Customizable Branding
  • Email Integration
  • Instant Messaging
  • Knowledge Base
  • Multi-Channel Communication
  • Prioritizing
  • Social Media Integration
  • Surveys & Feedback
  • Third Party Integration
  • Ticket Management
  • Workflow Management

Additional information for SnapEngage

Key features of SnapEngage

  • Advanced Web Client
  • Agent Picture
  • Easy Chat Transfers
  • Google Analytics Integration
  • Intelligent Integration
  • Look and Feel Customization
  • Multi-Widgets
  • Real Time Activity Monitoring
  • SMS-to-Chat Functionality
  • Simple Offline Form
  • Unlimited Sites

Benefits

- SnapEngage's advanced integrations with CRM's and help desks work seamlessly with your existing workflows and increase your team's efficiency
- Access the easy to use, powerful Chat Portal from any web browser and connect with your website visitors instantly
- Proactive chat invitations, Call-Me, SMS-to-Chat, file exchange, Sneak Peek, and co-browsing give your team the tools they need to engage, support, and convert your website visitors
- The new SnapEngage Design Studio puts powerful design tools at your fingertips so you can create beautiful, fully customized chat experiences that match your brand
- SnapEngage connects with hundreds of third-party services including Salesforce, HubSpot, Zendesk, Basecamp, Hootsuite, Facebook, and more.
- Monitor and optimize your engagement efforts with robust in-app reporting and analytics tools
- SnapEngage proudly offers HIPAA compliance on select plans

SnapEngage FAQs

Below are some frequently asked questions for SnapEngage.

Q. What type of pricing plans does SnapEngage offer?

SnapEngage offers the following pricing plans:

Starting from: US$16,00/month

Pricing model: Subscription

Free Trial: Available

Multiple pricing plans available to meet your needs. Priced per user/per month.

Q. What are the main features of SnapEngage?

SnapEngage offers the following features:

  • Advanced Web Client
  • Agent Picture
  • Easy Chat Transfers
  • Google Analytics Integration
  • Intelligent Integration
  • Look and Feel Customization
  • Multi-Widgets
  • Real Time Activity Monitoring
  • SMS-to-Chat Functionality
  • Simple Offline Form
  • Unlimited Sites

Q. Who are the typical users of SnapEngage?

SnapEngage has the following typical customers:

Freelancers, Large Enterprises, Mid Size Business, Small Business

Q. What languages does SnapEngage support?

SnapEngage supports the following languages:

Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish

Q. What type of pricing plans does SnapEngage offer?

SnapEngage has the following pricing plans:

Subscription

Q. Does SnapEngage support mobile devices?

SnapEngage supports the following devices:

iPhone, iPad

Q. What other apps does SnapEngage integrate with?

SnapEngage integrates with the following applications:

Bitium, Bizible, Freshdesk, HappyFox, Help Scout, Hootsuite, HubSpot Marketing, MindTouch, PUBLITRAC, Zendesk

Q. What level of support does SnapEngage offer?

SnapEngage offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials