TrustRadius
https://media.trustradius.com/product-logos/Ss/qn/9WBXVWWN8V1M.PNGSnapEngageOh Snap!Engage2019-06-19T16:03:16.131ZOur company utilizes SnapEngage to host a chat on our website currently. We are looking to expand outwards to adding this to our blogs. I would say that currently, we have about ten employees using the platform. We use this to answer general inquiries, as well as more pointed questions for sales and support about our products.,Customer service
Ease of use
Clean user interface,N/A,9,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,,Constant Contact, mondayJillian KreiderGreat bang for the buck in more ways than one!2019-05-15T22:52:33.911ZWe used SnapEngage to initiate an online chat option for our customers. SnapEnage not only alleviates our phone congestion but allows us to service customers more rapidly and with more efficiency. A single chat agent can assist 3 customers at once (as opposed to one at a time on the phones). We can also share documents, collect information about the customer's platform (in case of technical issues), and even share screens with customers for added assistance. It's very easy to use and allows us great analytics, customizable experiences, and short cuts so agents don't have to type all responses out all the time. Supreme value for the money!,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.,None I can think of!,10,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.,,Zendesk, PlayVoxMichael JacobsonEngaging with your Web Visitors is a snap, with SnapEngage!2018-09-17T16:11:55.813ZOur Global Sales Development team uses SnapEngage to field questions and comments from website visitors during local business hours. Users from each region stay live in the tool awaiting chats, and respond accordingly. In general, the goal is to convert inbound inquiries into sales opportunities. Our users tend to help a lot with Customer Portal password resets and providing digital resources.,SnapEngage provides an easy to use interface for the internal user to respond to chat inquiries.
The interface for the customer/prospect is nice as well - they can chat with an agent if there are any live, or they can send in an email if it happens to be outside of supported chat hours. These come in as leads to our SFDC instance.
Administration of the tool is very simple and straight forward as well. You add the user's email address, give them a nickname, and you have the option of linking them to an existing SFDC user if you've integrated with SFDC.,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!,9,SnapEngage has allowed our SDR team to handle inbound inquiries much more effectively, by being at the ready when the request it hottest, rather than getting to it a few hours or a full day later.
Addressing chats / inbound requests in real time also takes work away from the rest of the inbound queue, allowing SDRs to spend less time calling and emailing people that just had a question about a password reset, etc.
Additionally, having SnapEngage on the website is just one more channel for our customers and prospects to engage with us. What could be bad about increased engagement?,,Lucidchart, Okta, DocuSignVerified UserSnapEngage is All the Rage2018-05-17T22:27:08.807ZWe use SnapEngage for live chat with our customers. It is used by our support team as well as inbound sales. It gives our customers a fast, easy way of asking us questions in the moment when they need to, and provides us with the information we need from them to quickly address and resolve their issues.,User Interface is great: clean, simple, easy to navigate.
Pre-populated data like URL, location, OS, browser, and more make problem solving a lot faster.
Sneek peak, which allows you to see what the user is typing as they type it, is also great for faster problem resolution.,Still does not allow for users to send themselves a chat transcript. This really needs to be an option!
There's no "whisper" function, which would make training new employees insanely easier.,10,SnapEngage has allowed us to provide a high level of customer service that is scalable.,Intercom, StripeAnne VickmanCan Your Website Talk?2016-09-13T14:48:27.928ZI allow and even encourage my visitors to have a chat with me whenever I am online on my website: http://prowebsecrets.com/
This way I can engage, sell and support my visitors more efficiently.
I got a Business account from SnapEngage, which is enough for my needs, but there are plans for even more demanding Businesses.What the Business account includes is 4 chat licenses, which is enough for me at the moment.What SnapEnage allowed me to do is to focus on way more my visitors and a bit less on trying to optimize every single detail of my website, like design and copy.It has been my experience that every visitor/customer is different, and without interacting with customers on a human level it's hard to cater for the uniqueness of each one.With all the features that SnapEngage has, I am able to do stuff like set proactive chat triggers, which make it possible to send automated messages to people while they are browsing the website based on a number of factors, including their location, page, and even set JavaScript variable triggers.Finally I can put live human beings on any website I have.This is what SnapEngage ultimately allows me to do.,Retain more customers by intervening at the right time
Allows you to set proactive chat triggers so that visitors are prompted at specific moments when they are browsing the website.
Top quality support can be expected from them where issues from settings to website installation are solved fast through live chat.
Has a feature to send your visitors to a specific page while talking without disrupting the chat session or having them open a new window. Just use a command and my visitors are sent to a particular page automatially.,No Bitcoin Payment Option
Chat window design is average. Even though you can make your own chat window design in photoshop and send it to them for implementation, which is great, they don't have great customization potential in the back office.,9,Allowed me to focus more on my visitors needs.David WebsecretsSnapengage is a good sales chat option for Salesforce users2016-07-27T20:06:25.553ZSnapengage was primarily used as a sales chat tool that was featured on the website. The proactive popup feature was not utilized. Instead, there were several links users could click to initiate a chat experience. We typically had the chat staffed Monday through Friday, 9-5 PST. When it was not being staffed, we utilized the messaging feature to capture messages. It was employed because the company's product was a complicated, high-tech offering. The hope was that the sales chat would be a low friction route for people to ask questions about the product or sales process.,Interfaces well with custom Javascript. Allowed us to send additional lead attributes to the SnapEngage system without too much effort.
It has a good Salesforce integration. It allowed us to capture leads from both the live chat and message forms, and properly attribute them by passing through additional attributes through Javascript.
The shortcut methods in the admin interface allowed chat agents to use pre-crafted answers to common questions, reducing average chat time.,The random assignment system was not a round robin. Since it was random, the distribution of chats to the different agents wasn't always fair. Frequently, one agent would get many more chats than another.
The interface was confusing for some of the chat agents, especially the configuration interface.
Styling the chat modal is not straightforward. You have to create the designs in illustrator and then send the asset files to Snapengage. I would have preferred a way to style the CSS directly.,8,Provided a relatively low cost sales chat to reduce friction in our sales funnel.
Provided full Salesforce integration out-of-the-box, reducing engineering or sales hours required for manual or diy attribution.
Did not give all sales chat agents even chat experience based on uneven chat assignments, so employee training and experience was inconsistent.,,Atlassian Confluence, Salesforce.comAlec DibbleSnapEngage helped us better understand our customer.2014-08-18T15:31:24.905ZSnapEngage has been utilized as a tool to better capture traffic on our website. An unanticipated benefit of the chat messages has been our ability to visually see both our side and the customer side of the conversation. This has allowed us to gain a better understanding of both what is being asked and how we are actually answering all questions. Our customer care team was able to adopt the solution within a few days and has been able to reduce inbound calls through this tool. Customers have been extremely happy with how much more personal of an experience it is when they go to our website.,The product is quick to deploy and provides benefits right out the gate
The reporting inside of the system on what is happening contains all details required by our customer care manager
Their customer care/support staff is extremely helpful and easy to reach.
The price point is solid, and the product gives you everything that you would expect
The integration's between salesforce and email have been great.,I am not sure if it is our users, or the system, but I would like to have the manager notified if the day had less users logged in than a typical day.
Slightly better notification to the user of when they are logged in/out. Sometimes people step away and forget to log out. Maybe some improvements in this area would be helpful.
Overall I am very satisfied.,10,Able to capture more traffic on website
Easy to see chats between users and customer so you can correct internal issues.
May help you organize website to contain details people are most often looking for.
Reduction in phone calls.,,10,Change management was minimalChad JohnsonSnapEngage all the way!2014-08-25T22:01:12.394ZWe currently use SnapEngage as our chat widget that pops up for both our sales and customer support team members. It is not used throughout the whole organization, but rather for the two biggest departments: Sales and Customer Support. Our sales widget pops up to anyone who visits our main site, and the sales widget is used when a current user clicks on our "chat" button on our support page and continues to use it as they receive support from our team.,SnapEngage has a very easy and simple UI that is usable across all demographics. In addition to being easy and user friendly, the options given for design and layout are great and simple to implement.
SnapEngage has a great support team that is there when you need them. On occasion we have issues that arise, such as code not matching up or chats not being received/missed. I have personally dealt with their support team and they are fast, friendly and professional. They do what needs to be done to get you back up and running and it is greatly appreciated!
SnapEngage provides options that fit the users needs. There are a bunch of different things you can choose from when setting up the widgets such as design, timing, users and whether or not you'd like it to show if the agent is typing or not. Such customization makes it great to use.,The only con that comes to mind is not being able to set up the chat widget to show that the agent is typing when integrated with another product. The agent must be logged into the native SnapEngage app for it to show. Not a huge deal though!,8,We've had nothing but a positive impact on our business objectives... mostly in the area of customer support. We offer 24/7 service to our clients and having the chat widget is a must for us to carry on such a service. In fact, clients sign up with us just for the fact we offer 24/7 service and that is due in part to SnapEngage.,,9Jessica GoodeGive em the pickle through Snap Engage!2014-08-13T16:14:41.840ZSnapEngage is primarily used by our customer service team to provide chat support to our customers and panel of internal testers. It is our way of providing world class support in real-time, if an issue is pressing or frustrating enough that a client does not want to wait for an email reply.,It is relatively easy to set up and implement within a department.
Snap Engage's own chat support is easy to access, and their support team is always quick to address any issues we may have with our business account.
Relatively easy to add to your site's code so you can be up and running and serving your customers quickly.,Snap Engage's reporting capability is lacking in a number of areas. For example, you can't view the total number of chats received across all widgets you have set up. You can only view data per individual widget. This makes calculating team metrics very time consuming. They are aware this is a shortcoming, but not sure when they plan on improving that.
They could do more to warn customers when there is a problem with their service or back-end admin tools. I've come across widget metrics not displaying properly a number of times and it would be nice if they could add some sort of message to our account letting us know they're aware of the problem and working on it.,8,Better customer service for sure - our clients LOVE that they can connect to a chat agent within seconds to have their questions answered and/or problems addressed.
Faster lead conversion - our clients tend to chat with us first to learn what our service does, which makes it very easy to encourage them to place an order.,9Beth GuidoSnapEngage. Well worth it!2014-08-07T21:19:59.033ZSnapEngage was implemented for the SDR team at my last company. The chat box was placed on our product and pricing pages so that prospective buyers would engage with our sales people. The goal was to get them on the phone rather than just provide "more information". The only challenge we faced was occasional technical requests and end user support. It was a key source of opportunities for my team.,Easy to use interface on our website
Automated chat logs were sent to both the SDRs and Management
The ability to send chats to SDRs that had been available the longest was a great way to incentivize SDR availability,Even distribution of inbound chats for Reps was a challenge
The SFDC integration could have been a bit tighter. We turned it off as it was creating dupes with little data, though that may have been something we need to fix on our side,8,It helped get our reps on the phone with prospects quicker
It documented the dialogue between prospects and reps,None,8Daniel Calabrese
Unspecified
SnapEngage
21 Ratings
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