What users are saying about
127 Ratings
26 Ratings
127 Ratings
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Score 8.8 out of 100
26 Ratings
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Score 7.5 out of 100

Attribute Ratings

  • LiveChat is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating

Likelihood to Recommend

8.9

LiveChat

89%
43 Ratings
7.5

SnapEngage

75%
13 Ratings

Likelihood to Renew

10.0

LiveChat

100%
1 Rating
9.0

SnapEngage

90%
4 Ratings

Support Rating

7.3

LiveChat

73%
6 Ratings
5.0

SnapEngage

50%
2 Ratings

Likelihood to Recommend

LiveChat

We needed a mechanism in place to make contact with visitors to our website easier. What we discovered is that it's an excellent tool for creating reports and dashboards that show how soon issues are handled. Our website can now be updated in real-time, and all of our internal teams are really excited to use this fantastic technology. I really recommend [LiveChat] to many friends and past colleagues.
Shafiq Ahmed | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Pros

LiveChat

  • It allows to mange full customer support process to see how many customer care specialists online.
  • If there are no customer care specialists in the system (this can occur primarily in the night shifts) LiveChat allows customer to get a ticket and ask a question. When the [actual] customer care specialists are back they can answer the question and send it to the email that was provided on ticket.
  • It allows to supervise the conversation between your specialists and the customer. For example, if there is a problematic situation or there is a new employee in the customer care department and you want to rate their writing skills you can enter and see their past chats and how they managed to answer questions that were given them by the customers.
  • It allows to transfer chats between agents. This can help you if the customer chose the wrong group for asking a question.
  • It gives an opportunity to write direct messages to your clients when they are online.
  • It allows customer care specialists to tag chats. This can help you to understand from which section customers have most questions and include them in the F.A.Q of your website.
Tigran Petrosyan | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Cons

LiveChat

  • Price point is a little on the high side, making it difficult for some small businesses to justify.
  • When monitoring chats from a manager standpoint, there seems to be an inherent delay; it does not appear to be instantaneous.
  • Very minor, but the chat widget sound options can be annoying, and wish there were more available options in order to allow employees to differentiate their own sessions if their desks are near one another.
Mark DiNallo | TrustRadius Reviewer

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!
Anonymous | TrustRadius Reviewer

Pricing Details

LiveChat

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

$0

LiveChat Editions & Modules

Edition
Starter$161
Team$331
Busniess$501
EnterpriseRequest Quote from Sales
  1. per seat/month
  2. none
Additional Pricing Details

SnapEngage

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

$60 per month

SnapEngage Editions & Modules

Edition
Business60/month1
Plus140/month2
Premier420/month3
  1. includes 4 agents licenses
  2. includes 8 agent licenses, premium integrations
  3. includes 16 agent licenses, premium integrations, advanced features
Additional Pricing Details
Enterprise plans are also available and are custom tailored to the business' specific needs.

Likelihood to Renew

LiveChat

LiveChat 10.0
Based on 1 answer
No answer on this topic is available.

SnapEngage

SnapEngage 9.0
Based on 4 answers
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.
Jessica Goode | TrustRadius Reviewer

Support Rating

LiveChat

LiveChat 7.3
Based on 6 answers
The only issues I have had with LiveChat are the technical glitches within the program. These are not common as in everyday occurrences but when the glitches do happen they tend to have very negative repercussions. This is due to chats with customers being dropped, this may be an internal server issue though and may not happen for everyone.
Michelle Penix | TrustRadius Reviewer

SnapEngage

SnapEngage 5.0
Based on 2 answers
I have never needed to contact them for support.
Melissa McCormack | TrustRadius Reviewer

Alternatives Considered

LiveChat

I haven't use ZenDesk in a few years so I can't remember any pros or cons there, they were both pretty easy to use from what I recall, but we just so happen to use LiveChat now because of the user interface and instant reports. Maybe, set-up for ZenDesk was easier.
Ashia Ackov | TrustRadius Reviewer

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.
Jillian Kreider | TrustRadius Reviewer

Return on Investment

LiveChat

  • LiveChat has improved the time spent addressing issues and complaints posed to the customer support team by website visitors and website alike.
  • It has saved us financial resource both in terms of the number of customer support agent we need to maintain and how we do not need to engage new employees in any form of specialized, formal training to introduce them to.
  • Overall,because we are able to respond to customer queries faster thanks to LiveChat and due to the multiple integration option it provides my team, LiveChat has directly led to increase sales conversion.
Abimbola Kolor | TrustRadius Reviewer

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.
Michael Jacobson | TrustRadius Reviewer

Screenshots

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