What users are saying about
2 Ratings
26 Ratings
2 Ratings
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Score 10 out of 100
26 Ratings
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Score 7.5 out of 100

Attribute Ratings

  • Help.com is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

10.0

Help.com

100%
1 Rating
7.5

SnapEngage

75%
13 Ratings

Likelihood to Renew

Help.com

N/A
0 Ratings
9.0

SnapEngage

90%
4 Ratings

Support Rating

10.0

Help.com

100%
2 Ratings
5.0

SnapEngage

50%
2 Ratings

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
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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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Pricing Details

Help.com

Starting Price

$0 per simultaneous active user

Editions & Modules

Help.com editions and modules pricing
EditionModules
Help.com Chat$80 per month1

Footnotes

  1. per simultaneous active user

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Help.com Chat comes with unlimited logins and scales with your business.

SnapEngage

Starting Price

$60 per month

Editions & Modules

SnapEngage editions and modules pricing
EditionModules
Business60/month1
Plus140/month2
Premier420/month3

Footnotes

  1. includes 4 agents licenses
  2. includes 8 agent licenses, premium integrations
  3. includes 16 agent licenses, premium integrations, advanced features

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Enterprise plans are also available and are custom tailored to the business' specific needs.

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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