#1 most frequent
United States of America
66.0%414 installations of 627
What is SnapEngage?
SnapEngage can be installed on any website and is designed for companies of any size. Sales and Support teams can chat with company website visitors while they browse and offer assistance in real time. This solution includes a "Call Me" feature to incorporate voice and text communication in one bundle. SnapEngage's real-time integration with CRM platforms and Help Desk automatically creates new leads or support cases when visitors request help from the company website. Chat transcripts are automatically added to support cases and leads. The vendor’s value proposition is that SnapEngage is an easy way to connect, communicate and ultimately convert website visitors into friends.
Categories & Use Cases
Media
Screenshot of SnapEngage is easy to install on any website and helps convert website visitors into engaged customers.
Who Buys & Uses SnapEngage
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
8.6%54 installations of 627
#3 most frequent
Canada
3.7%23 installations of 627
Solid chat software
Pros
- The chat is easily customizable.
- The chat interface from the support side is easy to use and to manage multiple at a time.
- The software provide detailed analytics.
Cons
- Some of the analytics metrics could be better.
- They should offer an option to customize the agent "on" and "off" hours.
Return on Investment
- It's a positive way to offer an additional method of contacting us.
Alternatives Considered
8x8 Contact Center
Other Software Used
Jira Software, 8x8 Contact Center, Stripe
Oh Snap!Engage
Pros
- Customer service
- Ease of use
- Clean user interface
Cons
- N/A
Return on Investment
- We actually had a sale during our trial period so ROI was almost instantaneous for us
- We have more traffic coming our way from users
- We see more interaction on our website
Other Software Used
Constant Contact, monday
Great bang for the buck in more ways than one!
Pros
- Technically strong: easy to use and no issues with the software.
- Great customer support: they're always available and always quick to help out.
- Analytics are great: easy to collect, manage and report all data.
Cons
- None I can think of!
Return on Investment
- 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.
Other Software Used
Zendesk, PlayVox
Getting business highlighted with a snap.
Use Cases and Deployment Scope
I used SnapEngage on my website to attract visitors and customers who can quickly connect with us and get these questions or concerns answered quickly by using SnapEngage chat agent, it was quite useful in terms of marketing and sales and getting an idea of the customers and visitors what actually they are needing and their requirement with the current work we are performing instead of getting long email trails with skipped or ignored replies SnapEngage chat agent has given a reliable and most useful component to the organization which helps to grow faster.
Pros
- Proactive chat provided in SnapEnagage is pretty useful and less time-consuming, it guides us with the proper instruction where the user is viewing any entitlements for the first time.
- Instant chats with customers or visitors help to get in better touch and give and receive quick responses to run the workload smoother.
- The sneak peek feature in the chat is very good as being on one end we come to know what customer is talking about already so we can give quick responses to them with better ideas.
Cons
- The very first time we engage in-app for the widget settings so the code we write may be enhanced well in terms of more flexibility and more UI oriented to get more info from customers.
- There are late responses sometimes not all the time the window gets stuck and kind of log maybe because of the web agent we used it must be work better in Edge or Chrome.
- Whenever customers try to reach us there must be an option implemented in the chat box so users can any professional details of them like name, email, or contact no so we can have a record of the user and can reach out with quick solutions for what they need.
Most Important Features
- The chatbox itself is the best feature for my organization and we can customize our user end with our own photo so there will be transparency between the user and the customer.
- The sneak peek feature in the chatbox is top-notch, we can see what users' expectations are and concerns so we can come up with better ideas for them from the very beginning.
- The chatbox given with the details provided of the customer like their geographical location, how many times they visited and the reason behind that is so great and useful.
Return on Investment
- There is only a positive impact I got using snap engage chatbox it made the marketing and review thing so easy, its user-friendly UI and use of various features made the way of use easy.
- The ROI is better if your website is in the start stage of business using this app is very useful to make customers and visitors answer their questions if they are having any doubts.
- We made quick deals with customer only by using SnapEngage chatbox.
Other Software Used
AliveChat, Drift, Userlike
Thumbs Up for SnapEngage
Use Cases and Deployment Scope
We use SnapEngage to communicate with prospective students, alumni, and community members in real-time. We are able to troubleshoot application and tech issues they're experiencing and send them links to pertinent program information. It's especially helpful in providing customer service across regions where telephone connectivity is more difficult. Team members within our department can also use SnapEngage to communicate with one another.
Pros
- 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.
Cons
- The team chat is easily missed. The notifications could be made more prominent.
- There's no way to delete old team members from the dashboard.
Most Important Features
- We receive email notifications of missed chats and are able to respond to them via email.
- It provides an alternative means of communication that some may prefer to email, phone calls, or campus visits.
- SnapEngage's ability to sync with our other platforms.
Return on Investment
- We are able to communicate with a larger swath of prospective students and assist them in real-time.
- We are able to direct prospective students and learners more precisely to the information they need.
- More detailed records of prospective student demographics are gathered and retained.
