SnapEngage Reviews & Insights

Score7.5 out of 10

26 Reviews and Ratings

Community insights

TrustRadius Insights for SnapEngage are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Quick Deployment and Immediate Benefits: Many users have found SnapEngage to be quick and easy to deploy, allowing them to start reaping the benefits right away. The product provides a solid price point and delivers everything they expect.

Comprehensive Reporting: Users appreciate that the reporting inside SnapEngage contains all the necessary details required by customer care managers. It provides detailed analytics, making it easy to collect, manage, and report all data.

Helpful and Accessible Customer Support: Customers highly appreciate the support team of SnapEngage for being fast, friendly, and professional in addressing any issues. They are always available and quick to help out with any questions or concerns.

SnapEngage Reviews

13 Reviews

Thumbs Up for SnapEngage

Rating: 9 out of 10

Incentivized

March 27, 2022

Use Cases and Deployment Scope

We use SnapEngage to communicate with prospective students, alumni, and community members in real-time. We are able to troubleshoot application and tech issues they're experiencing and send them links to pertinent program information. It's especially helpful in providing customer service across regions where telephone connectivity is more difficult. Team members within our department can also use SnapEngage to communicate with one another.

Pros

Allows team members to see type in real-time before it is submitted. This enables us to gather information for responses in a more timely manner.
We can see which of our team members are available, busy, or not-available.
Ability to see some biographical information of chatters and to sync information with Salesforce.

Cons

The team chat is easily missed. The notifications could be made more prominent.
There's no way to delete old team members from the dashboard.

Likelihood to Recommend

SnapEngage is helpful for helping chatters navigate unfamiliar processes. You can walk them through multiple steps in one conversation. It's a very helpful and efficient alternative to a call or email. If multilingual team members are available, it would be helpful if chatters could request support in a particular language and have their chat automatically assigned to the team member conversant in their preferred language.

Verified User

Employee in Customer Service (501-1000 employees)

Vetted Review

1 year of experience

Getting business highlighted with a snap.

Rating: 6 out of 10

Incentivized

March 22, 2022

Use Cases and Deployment Scope

I used SnapEngage on my website to attract visitors and customers who can quickly connect with us and get these questions or concerns answered quickly by using SnapEngage chat agent, it was quite useful in terms of marketing and sales and getting an idea of the customers and visitors what actually they are needing and their requirement with the current work we are performing instead of getting long email trails with skipped or ignored replies SnapEngage chat agent has given a reliable and most useful component to the organization which helps to grow faster.

Pros

Proactive chat provided in SnapEnagage is pretty useful and less time-consuming, it guides us with the proper instruction where the user is viewing any entitlements for the first time.
Instant chats with customers or visitors help to get in better touch and give and receive quick responses to run the workload smoother.
The sneak peek feature in the chat is very good as being on one end we come to know what customer is talking about already so we can give quick responses to them with better ideas.

Cons

The very first time we engage in-app for the widget settings so the code we write may be enhanced well in terms of more flexibility and more UI oriented to get more info from customers.
There are late responses sometimes not all the time the window gets stuck and kind of log maybe because of the web agent we used it must be work better in Edge or Chrome.
Whenever customers try to reach us there must be an option implemented in the chat box so users can any professional details of them like name, email, or contact no so we can have a record of the user and can reach out with quick solutions for what they need.

Likelihood to Recommend

It helps business grow, if your business is more reliable on marketing or if your business is in starting stage implementing SnapEngage to your website will give a kick start to your business because it helps to get close with the customers which are in need with those quick questions and responses we are getting from customers using chat agent.

Verified User

Engineer in Information Technology (11-50 employees)

Vetted Review

1 year of experience

Solid chat software

Rating: 8 out of 10

Incentivized

March 14, 2020

Use Cases and Deployment Scope

We use SnapEngage as our Chat software on our company website. It offers instant online communication between our visitors and the support team. It allows a customer to reach us at any time through chat. SnapEngage is primarily used by the customer support team.

Pros

The chat is easily customizable.
The chat interface from the support side is easy to use and to manage multiple at a time.
The software provide detailed analytics.

Cons

Some of the analytics metrics could be better.
They should offer an option to customize the agent "on" and "off" hours.

Likelihood to Recommend

SnapEnage is a great tool for providing quick feedback to simpler questions about the company or product. For example, password help, getting started instructions, provide the cost options for the service. SnapEngage is not the best for more complicated or detailed correspondences. Typically if chat isn't the best to address a person's needs I initiate a phone conversation.

Melissa McCormack

Senior Manager Customer Experience in Customer Service at Constant Therapy (11-50 employees)

Vetted Review

3 years of experience

Oh Snap!Engage

Rating: 9 out of 10

Incentivized

June 19, 2019

Use Cases and Deployment Scope

Our company utilizes SnapEngage to host a chat on our website currently. We are looking to expand outwards to adding this to our blogs. I would say that currently, we have about ten employees using the platform. We use this to answer general inquiries, as well as more pointed questions for sales and support about our products.

Pros

Customer service
Ease of use
Clean user interface

Cons

Likelihood to Recommend

I think that this is an excellent chat solution for small to medium businesses. It is easy to use, have a clean and easy interface, has fantastic customer support that is always willing to walk you through questions that may crop up, and is fairly priced for what you get. I think their shining star is how easy it is to learn the system.

Jillian Kreider

Communications Specialist and TLS Sales in Marketing at RIEGL USA (51-200 employees)

Vetted Review

2 years of experience

View profile

Great bang for the buck in more ways than one!

Rating: 10 out of 10

Incentivized

May 15, 2019

Use Cases and Deployment Scope

We used SnapEngage to initiate an online chat option for our customers. SnapEnage not only alleviates our phone congestion but allows us to service customers more rapidly and with more efficiency. A single chat agent can assist 3 customers at once (as opposed to one at a time on the phones). We can also share documents, collect information about the customer's platform (in case of technical issues), and even share screens with customers for added assistance. It's very easy to use and allows us great analytics, customizable experiences, and short cuts so agents don't have to type all responses out all the time. Supreme value for the money!

Pros

Technically strong: easy to use and no issues with the software.
Great customer support: they're always available and always quick to help out.
Analytics are great: easy to collect, manage and report all data.

Cons

None I can think of!

Likelihood to Recommend

SnapEngage is great for all kinds of customer interaction; it allows us to assist in ways phone representatives cannot by allowing us to share screens, send/receive documents, and identify user platforms for more specialized services. It allows us to assist applicants all the way through their application process and gives them a fast way to receive help without waiting online for a phone representative!

Michael Jacobson

Manager E-Services in Customer Service at Step Up For Students (201-500 employees)

Vetted Review

3 years of experience

Engaging with your Web Visitors is a snap, with SnapEngage!

Rating: 9 out of 10

Incentivized

September 17, 2018

Use Cases and Deployment Scope

Our Global Sales Development team uses SnapEngage to field questions and comments from website visitors during local business hours. Users from each region stay live in the tool awaiting chats, and respond accordingly. In general, the goal is to convert inbound inquiries into sales opportunities. Our users tend to help a lot with Customer Portal password resets and providing digital resources.

Pros

SnapEngage provides an easy to use interface for the internal user to respond to chat inquiries.
The interface for the customer/prospect is nice as well - they can chat with an agent if there are any live, or they can send in an email if it happens to be outside of supported chat hours. These come in as leads to our SFDC instance.
Administration of the tool is very simple and straight forward as well. You add the user's email address, give them a nickname, and you have the option of linking them to an existing SFDC user if you've integrated with SFDC.

Cons

The admin dashboard is the hardest to navigate of any tool I've ever used! THere are 7 tabs in the left-hand panel. Just within the one tab that reads "Settings" (there is a separate tab for "My Account", also Permissions?) there are 9 tabs at the top (which include names like "Agent Settings", "Integrations", "Design Studio", "Options", "Hub"), then at least another 8 tabs WITHIN those 9 tabs, giving you a total of 14 different pages of settings to search through, again, JUST in the Settings tab. What the heck?!
Something as simple as notification settings are spread throughout the 14 different settings pages mentioned above. Rather than having one area where you can enter email addresses for notifications, I've had to search through the 14 pages and use Ctrl+F on multiple occasions to fully remove a user from all the notifications they received. This should be much simpler!

Likelihood to Recommend

SnapEngage seems easy enough for users to get the hand of for website chat functionality. Our inbound SDR team logs in during business hours and fields questions via the SnapEngage chat widget on our website. They can then pass this information into SFDC, or it gets done so automatically if there is no one currently available on the chat platform.

Verified User

Employee in Information Technology (1001-5000 employees)

Vetted Review

1 year of experience

SnapEngage is All the Rage

Rating: 10 out of 10

Incentivized

May 17, 2018

Use Cases and Deployment Scope

We use SnapEngage for live chat with our customers. It is used by our support team as well as inbound sales. It gives our customers a fast, easy way of asking us questions in the moment when they need to, and provides us with the information we need from them to quickly address and resolve their issues.

Pros

User Interface is great: clean, simple, easy to navigate.
Pre-populated data like URL, location, OS, browser, and more make problem solving a lot faster.
Sneek peak, which allows you to see what the user is typing as they type it, is also great for faster problem resolution.

Cons

Still does not allow for users to send themselves a chat transcript. This really needs to be an option!
There's no "whisper" function, which would make training new employees insanely easier.

Likelihood to Recommend

SnapEngage is perfect for everything we need it for. It's easy to implement, easy to use, and they continue to make improvements with time. Our product involves using a drag and drop editor for designing email newsletters as well as uploading contacts, and users tend to have multiple questions at a time when learning how to use these systems, so having the ability to ask questions in the moment is of huge importance to our users!

Anne Vickman

Director of Customer Raditude in Customer Service at Robly (11-50 employees)

Vetted Review

4 years of experience

View profile

Can Your Website Talk?

Rating: 9 out of 10

September 13, 2016

Use Cases and Deployment Scope

I allow and even encourage my visitors to have a chat with me whenever I am online on my website: http://prowebsecrets.com/
This way I can engage, sell and support my visitors more efficiently.

I got a Business account from SnapEngage, which is enough for my needs, but there are plans for even more demanding Businesses.

What the Business account includes is 4 chat licenses, which is enough for me at the moment.

What SnapEnage allowed me to do is to focus on way more my visitors and a bit less on trying to optimize every single detail of my website, like design and copy.

It has been my experience that every visitor/customer is different, and without interacting with customers on a human level it's hard to cater for the uniqueness of each one.

With all the features that SnapEngage has, I am able to do stuff like set proactive chat triggers, which make it possible to send automated messages to people while they are browsing the website based on a number of factors, including their location, page, and even set JavaScript variable triggers.

Finally I can put live human beings on any website I have.

This is what SnapEngage ultimately allows me to do.

Pros

Retain more customers by intervening at the right time
Allows you to set proactive chat triggers so that visitors are prompted at specific moments when they are browsing the website.
Top quality support can be expected from them where issues from settings to website installation are solved fast through live chat.
Has a feature to send your visitors to a specific page while talking without disrupting the chat session or having them open a new window. Just use a command and my visitors are sent to a particular page automatially.

Cons

No Bitcoin Payment Option
Chat window design is average. Even though you can make your own chat window design in photoshop and send it to them for implementation, which is great, they don't have great customization potential in the back office.

Likelihood to Recommend

It's very well suited for any website that wishes to engage with customers and treat them as real people, not just traffic statistics.
I can't see that a website would not benefit from the use of this service.

David Websecrets

Web Projects Coordinator in Sales at ProWebSecrets.com (1-10 employees)

Vetted Review

1 year of experience

View profile

Snapengage is a good sales chat option for Salesforce users

Rating: 8 out of 10

Incentivized

July 27, 2016

Use Cases and Deployment Scope

Snapengage was primarily used as a sales chat tool that was featured on the website. The proactive popup feature was not utilized. Instead, there were several links users could click to initiate a chat experience. We typically had the chat staffed Monday through Friday, 9-5 PST. When it was not being staffed, we utilized the messaging feature to capture messages. It was employed because the company's product was a complicated, high-tech offering. The hope was that the sales chat would be a low friction route for people to ask questions about the product or sales process.

Pros

Interfaces well with custom Javascript. Allowed us to send additional lead attributes to the SnapEngage system without too much effort.
It has a good Salesforce integration. It allowed us to capture leads from both the live chat and message forms, and properly attribute them by passing through additional attributes through Javascript.
The shortcut methods in the admin interface allowed chat agents to use pre-crafted answers to common questions, reducing average chat time.

Cons

The random assignment system was not a round robin. Since it was random, the distribution of chats to the different agents wasn't always fair. Frequently, one agent would get many more chats than another.
The interface was confusing for some of the chat agents, especially the configuration interface.
Styling the chat modal is not straightforward. You have to create the designs in illustrator and then send the asset files to Snapengage. I would have preferred a way to style the CSS directly.

Likelihood to Recommend

Snapengage is easy to set up, it doesn't cost too much, and it has a lot of great features out of the box. If you are looking for an easy solution with full Salesforce support, I believe Snapengage is the right fit for those needs. I also always had a pleasant experience with their support staff.

Alec Dibble

Growth Engineer in Marketing at Soothe (51-200 employees)

Vetted Review

1 year of experience

View profile

SnapEngage all the way!

Rating: 8 out of 10

Incentivized

August 25, 2014

Use Cases and Deployment Scope

We currently use SnapEngage as our chat widget that pops up for both our sales and customer support team members. It is not used throughout the whole organization, but rather for the two biggest departments: Sales and Customer Support. Our sales widget pops up to anyone who visits our main site, and the sales widget is used when a current user clicks on our "chat" button on our support page and continues to use it as they receive support from our team.

Pros

SnapEngage has a very easy and simple UI that is usable across all demographics. In addition to being easy and user friendly, the options given for design and layout are great and simple to implement.
SnapEngage has a great support team that is there when you need them. On occasion we have issues that arise, such as code not matching up or chats not being received/missed. I have personally dealt with their support team and they are fast, friendly and professional. They do what needs to be done to get you back up and running and it is greatly appreciated!
SnapEngage provides options that fit the users needs. There are a bunch of different things you can choose from when setting up the widgets such as design, timing, users and whether or not you'd like it to show if the agent is typing or not. Such customization makes it great to use.

Cons

The only con that comes to mind is not being able to set up the chat widget to show that the agent is typing when integrated with another product. The agent must be logged into the native SnapEngage app for it to show. Not a huge deal though!

Likelihood to Recommend

I would say an 8. I am unsure of pricing as I do not handle that so that could come to play for another potential user. I would say the ease of use for both employees using SnapEngage and their customers being exposed to it, in addition to customization and great support all factor in to me recommending SnapEngage to a colleague.

Jessica Goode

Marketing Manager/Head Recruiter in Marketing at SkySlope (51-200 employees)

Vetted Review

2 years of experience

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Can Your Website Talk?

Rating: 9 out of 10

September 13, 2016

Use Cases and Deployment Scope

I allow and even encourage my visitors to have a chat with me whenever I am online on my website: http://prowebsecrets.com/
This way I can engage, sell and support my visitors more efficiently.

I got a Business account from SnapEngage, which is enough for my needs, but there are plans for even more demanding Businesses.

What the Business account includes is 4 chat licenses, which is enough for me at the moment.

What SnapEnage allowed me to do is to focus on way more my visitors and a bit less on trying to optimize every single detail of my website, like design and copy.

It has been my experience that every visitor/customer is different, and without interacting with customers on a human level it's hard to cater for the uniqueness of each one.

Finally I can put live human beings on any website I have.

This is what SnapEngage ultimately allows me to do.

Pros

Retain more customers by intervening at the right time
Allows you to set proactive chat triggers so that visitors are prompted at specific moments when they are browsing the website.
Top quality support can be expected from them where issues from settings to website installation are solved fast through live chat.
Has a feature to send your visitors to a specific page while talking without disrupting the chat session or having them open a new window. Just use a command and my visitors are sent to a particular page automatially.

Cons

No Bitcoin Payment Option
Chat window design is average. Even though you can make your own chat window design in photoshop and send it to them for implementation, which is great, they don't have great customization potential in the back office.

Likelihood to Recommend

David Websecrets

Web Projects Coordinator in Sales at ProWebSecrets.com (1-10 employees)

Vetted Review

1 year of experience

View profile