SnapEngage

Live Chat Software for Sales and Support Teams

4,6 /5 (107 reviews) Write a Review!

SnapEngage Overview

What is SnapEngage?

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.

SnapEngage Overview

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

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, India and 4 others, Japan, Germany, Brazil, 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

Media

SnapEngage features advanced analytics and reporting tools in the Admin Dashboard.
Access agent settings, priority tiers, shortcuts, chat assignment and more directly from the online Admin Dashboard.
Innovative Design Studio features a flexible, easy-to-use WYSIWYG editor to create fully customized chat experiences that match your brand and website. Design Studio features a gallery of color palettes to help you get started - or create your own!
Comprehensive analytics and reporting tools give users in-depth insight into chat metrics and performance.
The online Chat Portal features an array of tools to help agents perform their best. Features include desktop/sound notifications, Team Chat, visitor geolocation, shortcuts, knowledgebase lookup, customized settings, and more.
SnapEngage video SnapEngage video SnapEngage video SnapEngage screenshot: SnapEngage features advanced analytics and reporting tools in the Admin Dashboard. SnapEngage screenshot: Access agent settings, priority tiers, shortcuts, chat assignment and more directly from the online Admin Dashboard. SnapEngage screenshot: Innovative Design Studio features a flexible, easy-to-use WYSIWYG editor to create fully customized chat experiences that match your brand and website. Design Studio features a gallery of color palettes to help you get started - or create your own! SnapEngage screenshot: Comprehensive analytics and reporting tools give users in-depth insight into chat metrics and performance. SnapEngage screenshot: The online Chat Portal features an array of tools to help agents perform their best. Features include desktop/sound notifications, Team Chat, visitor geolocation, shortcuts, knowledgebase lookup, customized settings, and more.

SnapEngage Reviews

SnapEngage Reviews

Overall rating
4,6
/
5
Excellent
69

Very good
32

Average
6

Poor
0

Terrible
0

Value for Money
4,5
Features
4,4
Ease of Use
4,6
Customer Support
4,6
94% recommended this app
Josh E.

SnapEngage is an important part of my day to day routine


Richard M.

SnapEngage for a Small Software Company

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.


Verified Reviewer

Will be a great product once it fully works

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.


Rita S.

Good Chat widget to add to your website

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


Daniel C.

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

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.


Josh E.

SnapEngage is an important part of my day to day routine

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

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Richard M.
Industry: Information Technology & Services
Company size: 11-50 Employees

SnapEngage for a Small Software Company

Used Daily for 2+ years
Reviewed on 2020/02/25
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Verified Reviewer
Industry: Medical Devices
Company size: 51-200 Employees

Will be a great product once it fully works

Used Daily for 1-5 months
Reviewed on 2019/04/11
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 4.0/10

Rita S.
Industry: Hospitality
Company size: 51-200 Employees

Good Chat widget to add to your website

Used Monthly for 1+ year
Reviewed on 2019/08/09
Review Source: Capterra

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!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Daniel C.
Industry: Computer Software
Company size: 11-50 Employees

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

User recommendation
9/10
Based on 107 user ratings
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SnapEngage Pricing

SnapEngage Pricing

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

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

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

Value for Money
4,5/5
Based on 107 user ratings
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SnapEngage Features

SnapEngage Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4,4/5
Based on 107 user ratings
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Categories

Additional information for SnapEngage

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

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:

Small Business, Large Enterprises, Freelancers, Mid Size 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?

We do not have any information about what devices SnapEngage supports

Q. What other apps does SnapEngage integrate with?

SnapEngage integrates with the following applications:

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

Q. What level of support does SnapEngage offer?

SnapEngage offers the following support options:

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