SnapEngage Information 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

3 Reviews

InformationComputer Software1Internet1Telecommunications1

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 (Computer Software company, 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 (Telecommunications, 11-50 employees)

Vetted Review

4 years of experience

View profile

Give em the pickle through Snap Engage!

Rating: 8 out of 10

August 13, 2014

Use Cases and Deployment Scope

SnapEngage is primarily used by our customer service team to provide chat support to our customers and panel of internal testers. It is our way of providing world class support in real-time, if an issue is pressing or frustrating enough that a client does not want to wait for an email reply.

Pros

It is relatively easy to set up and implement within a department.
Snap Engage's own chat support is easy to access, and their support team is always quick to address any issues we may have with our business account.
Relatively easy to add to your site's code so you can be up and running and serving your customers quickly.

Cons

Snap Engage's reporting capability is lacking in a number of areas. For example, you can't view the total number of chats received across all widgets you have set up. You can only view data per individual widget. This makes calculating team metrics very time consuming. They are aware this is a shortcoming, but not sure when they plan on improving that.
They could do more to warn customers when there is a problem with their service or back-end admin tools. I've come across widget metrics not displaying properly a number of times and it would be nice if they could add some sort of message to our account letting us know they're aware of the problem and working on it.

Likelihood to Recommend

I would say SnapEngage is well suited to smaller companies. It does live chat very successfully, but larger companies might want a chat service that is more robust or full featured, and has better metrics capabilities on the admin side. Also, if your company takes a long time to push through requests to add code to your site, this might not be the tool for you.

Beth Guido

Client Success Coordinator in Customer Service at UserTesting (Internet, 51-200 employees)

Vetted Review

3 years of experience