Help.com vs. SnapEngage

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Help.com
Score 10.0 out of 10
N/A
Help.com is a cloud-base live chat solution. The vendor says its in-depth reporting gives businesses an inside look at what is driving their customer experience. This solution includes custom on-boarding and training as well as a custom built chat box widget that is designed around the user’s brand.
$80
per simultaneous active user
SnapEngage
Score 7.9 out of 10
N/A
SnapEngage can be installed on any website and is designed for companies of any size. Sales and Support teams can chat with company website visitors while they browse and offer assistance in real time. This solution includes a "Call Me" feature to incorporate voice and text communication in one bundle. SnapEngage's real-time integration with CRM platforms and Help Desk automatically creates new leads or support cases when visitors request help from the company website. Chat transcripts are…
$60
per month
Pricing
Help.comSnapEngage
Editions & Modules
Help.com Chat
$80 per month
per simultaneous active user
Business
60/month
includes 4 agents licenses
Plus
140/month
includes 8 agent licenses, premium integrations
Premier
420/month
includes 16 agent licenses, premium integrations, advanced features
Offerings
Pricing Offerings
Help.comSnapEngage
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsHelp.com Chat comes with unlimited logins and scales with your business.Enterprise plans are also available and are custom tailored to the business' specific needs.
More Pricing Information
Features
Help.comSnapEngage
Chat Analytics and Reports
Comparison of Chat Analytics and Reports features of Product A and Product B
Help.com
-
Ratings
SnapEngage
10.0
1 Ratings
12% above category average
Chat history and transcripts00 Ratings10.01 Ratings
Chat reporting00 Ratings10.01 Ratings
Chat and web analytics00 Ratings10.01 Ratings
Best Alternatives
Help.comSnapEngage
Small Businesses
Gist
Gist
Score 9.6 out of 10
Gist
Gist
Score 9.6 out of 10
Medium-sized Companies
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Enterprises
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Help.comSnapEngage
Likelihood to Recommend
10.0
(1 ratings)
7.9
(14 ratings)
Likelihood to Renew
-
(0 ratings)
9.0
(4 ratings)
Support Rating
10.0
(1 ratings)
5.0
(1 ratings)
User Testimonials
Help.comSnapEngage
Likelihood to Recommend
Help.com
Help.com is well suited for companies with sales and support departments who have the employee size to manage and respond to visitors chatting. I think a less appropriate scenario would be a company that does not have the employee size to manage the inbound chats as it makes it less valuable if you cannot interact quickly.
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SnapEngage
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.
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Pros
Help.com
  • User interface is clean and easy to navigate
  • Helpful support
  • Accurately captures information from the person you are chatting with
Read full review
SnapEngage
  • 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.
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Cons
Help.com
  • Download chat transcripts easier
  • More pre-set responses
  • Canned responses
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SnapEngage
  • 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!
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Likelihood to Renew
Help.com
No answers on this topic
SnapEngage
I give SnapEngage a 9 due to how successful our company has been while using it. Unless prices were raised by an insane amount, I don't see us using a competing service.
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Support Rating
Help.com
Help.com is easy to use, easy to train new employees to use, very helpful to clients and prospects, helps us generate revenue, resolve customer issues, and maintain a happy customer base. Being available at the convenience of your clients and prospects is necessary and Help.com helps make this possible without a struggle.
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SnapEngage
I have never needed to contact them for support.
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Alternatives Considered
Help.com

Help.com stacks up against competitors with their pricing, interface, features and support. I have used similar products in the past but Help.com is by far the best solution. I highly encourage you to use Help.com for your business and see for yourself why they are the best option for you.

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SnapEngage
We actually demo'ed LiveChat and LivePerson and besides SnapEngage having a better UI and ease of use, the support from their team was worlds and away above the rest. They let us run an extended demo, gave us constant support, and made sure we felt comfortable before we went live with the system.
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Return on Investment
Help.com
  • Positive with inbound sales prospects
  • Positive with current client sales
  • Positive with customer support SLA
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SnapEngage
  • It has allowed us to provide more service with a much smaller team than our phone team.
  • It provides us with data helpful to not only ourselves, but our marketing team as well.
  • It's customizable so it allows us to create and update our platforms immediately when needed.
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ScreenShots

Help.com Screenshots

Screenshot of Agent InterfaceScreenshot of Reporting DashboardScreenshot of Real-Time Monitoring

SnapEngage Screenshots

Screenshot of SnapEngage is easy to install on any website and helps convert website visitors into engaged customers.