SnapEngage vs. WixAnswers.com

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.

Incentivized

We only use it for the online knowledge base, so I can't speak to the rest of the functionality. However, building out the knowledge base works very well and is quick and easy to use.

• 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.

Incentivized

• Usability - very easy to set up, brand, configure and continue to add new articles ongoing
• Localization - Connecting with Crowding allows to easily localize articles using AI
• Article creation - very simple, easy to build, organize and publish.

• 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!

Incentivized

• Localization - Although this works with crowdin integration, really would be great if it was all built in and more seamless.
• Insights - very limited reporting, only goes back around 90 days.
• New features - I haven't really seen any new features or functionality in the 2+ years I've been using it.

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.

Incentivized

I have never needed to contact them for support.

Incentivized

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.

Incentivized

We ultimately selected Wix Answers for the price and that we could localize the platform and articles. WIth WixAnswers the cost is based on users, since our users were low the price was very economical for our needs.

• 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.

Incentivized

• Online knowledge base was critical for our platform. With the price that we pay for this service, it more than pays for itself.