InsideSales Playbooks vs. SnapEngage

It is well suited for any sales department, to try to get ahold of the person you are trying to get ahold of. Playbooks has increased the number of decision makers that I can get ahold of on a day to day basis. This tool would probably be less suited for people that do not have calls to make outside of the company.

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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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• Playbooks does a great job of letting reps know when phone numbers are not a working number.
• Playbooks does a great job being able to be tailored to your specific organization or business.
• Playbooks does a great job of having a very friendly user experience.

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• 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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• The ability to filter specific plays or pieces of information so that it's more user-friendly for the overall organization. Essentially, more room to customize the organization of accounts and how you're working them.
• The initial onboarding process of accounts results in high levels of tasks - the ability to break these down in an easier way to help with time management would be helpful.

• 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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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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It only took a day to get comfortable with Playbooks. The ease of use and overall usability is fantastic in the sense that it's pretty straightforward once you get enough repetitions in the tool. I also like all of the videos and resources available if support is needed

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I have never needed to contact them for support.

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The Insidesales Playbooks is by far more intuitive and organized than other programs I have used in the past. Unfortunately I have not had experience with other products that are available out there. I would hope we will see more improvements from the ISDC tool as we all use it more and provide feedback

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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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• 100's of hours back in our week due to Salesforce Integration!
• We have more clients answering the phone due to creative caller ID solutions.
• We can standardize our messaging by partnering with Marketing to help build plays and auto-enroll certain contacts based on messaging.

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• 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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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info