Localytics vs. SnapEngage

For the price and the features available, Localytics is one of the best options. It is more robust in areas that we don't need it to be and overall there could be simpler flows for sending push notifications or performing actions that you need to do every week. Also, the data it sends back on how push notifications perform is basically useless. There needs to be more explanation on the impact notifications have on users. The data would always say that notifications drove less engagement but we would see engagement go up every time we sent a notification.

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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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• Great web interface which provides a couple of levels of pivoting and filtering of data
• Straight-forward integration for simpler use cases
• Access to raw data through S3 for use in your own data pipeline

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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 biggest thing I would like to see with Localytics is the capability for more correlations. The limited amount of correlations available does restrict the type of analyses that could be done with the data.
• An easier interface to move data into Microsoft Excel would be very useful, rather than creating annoying workarounds.
• More/better automatically scheduled reporting, as well as an Excel plug-in to access the data rather than being restricted to the Localytics interface.

• 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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There is a lot of competition. I would renew if there isn't anything more exceptional that would justify the re-coding and implementation load costs

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 would take several weeks to hear back from the billing team. It took 3 months to resolve an invoice last year. Their technical support is very responsive. I would typically get a response in under 24 hrs.

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I have never needed to contact them for support.

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We have not used other products but are going to start exploring making a switch to a new platform.

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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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• Was our first provider of user-level event data
• Allows for many users to easily answer their own questions before making requests of the data team
• Raw data dumps gave the data team the ability to provide more in-depth analyses.

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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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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