SnapEngage vs. Volusion

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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Volusion is a good company if you're starting out. The problem is that, if you want more complexity out of the program, you're kind of stuck. Also the regular time out errors and slow downs can be very frustrating. Packages that miss overnight deadlines because your system stops working can cost you customers. In today's highly competitive market, that's just something that's hard to put up with. If you have a lower volume of business you might be able to work around these issues.

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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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• Templates are pre-built for a good end user experience. I've gone through the process of building custom sites as well as tweaking both free and paid templates that Volusion's design team provides.
• Their support team didn't use to be as helpful, but in recent years have answered nearly all questions I've had. Their support section within the database provides detailed walkthrus as well.
• Order processing is easy once you've been trained on the system. We got to a point where nearly the entire process was automated from initial purchase through shipping.

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• 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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• API calls use the previous call as a reference, even if you weren't the one we made the previous call. Can lead to data gaps, so you often have to set a manual date range to look back to make sure you aren't missing any data.
• Not as customizable as most ecommerce platforms
• Not as many integration options as most platforms

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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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When you spend so much time with a product like this and not only have you witnessed its growth, but you almost feel like you are next those that make the decisions of building features a certain way, you can't help but want to stay and be a part of their continued growth. It's simply a great product. Can it improve? By all means! But it will only improve because of users and avid resellers like me.

I know what to do to add a new product, promotion or do an analysis of sales.

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I have never needed to contact them for support.

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You have to wait on hold for at least 45 minutes every call—the tech support person never knows the answer right away so they put you on 10 minute holds only to come back and say they're still looking for answers. The chat function could take days to get a response. Our "Dedicated Account Manager" never checks in or answers, nor are they ever in the office when we call. It's like they try to be as unavailable as possible until you forget why you even called in the first place. Insane.

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It is best to use the built-in features and recommended services for the most turn-key experience (ie. Skipjack for payment processing so that it can all be done from the Volusion backend).

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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While k-eCommerce was very glamorous to us because it integrates with our main workflow, it just didn't have some of the marketing features that are so integral to the way we do business online. The set-up costs were also way too high. Volusion is so affordable and feature heavy, it makes it very difficult for any shopping cart provider to compete. You can find others who are competitively priced and have similar features, but they simply aren't as robust (at least for the way we use it)

• 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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• Honestly, when you're in the dashboard, the UX is simply horrendous. I mean, everything that should be 1-2 clicks away is 4-6 clicks away, and each pages takes at least four seconds to load. You just find yourself wasting a lot of time waiting for things to load. This should be more simple.