TrustRadius Insights
SnapEngage is a versatile software that has proven to be beneficial in various use cases. One of its primary applications is capturing …
Starting at $60 per month
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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"…
Recent Reviews
Pricing
Business
60/month
Cloud
includes 4 agents licenses
Plus
140/month
Cloud
includes 8 agent licenses, premium integrations
Premier
420/month
Cloud
includes 16 agent licenses, premium integrations, advanced features
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://snapengage.com/live-chat-pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $60 per month
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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.
SnapEngage Features
- Supported: Proactive Chat
- Supported: Intelligent Integration
- Supported: Look and Feel Customization
- Supported: SMS-to-Chat
- Supported: File Exchange
- Supported: Secure Data Transfer / PCI Compliance
- Supported: Co-Browsing
- Supported: Advanced API
SnapEngage Screenshots
SnapEngage Integrations
- Salesforce Sales Cloud
- HubSpot Marketing Hub
- SAP Business ByDesign
- Microsoft Dynamics 365
- UserVoice
- Hootsuite Pro Unpublished
- Zendesk Suite
- Desk.com (discontinued)
- MindTouch
- Basecamp
- Highrise CRM (discontinued)
- Jira Software
- FogBugz
- Join.me (discontinued)
- Help Scout
- WordPress
- Cakemail
- Instapage
- Magento Commerce
- part of Adobe Commerce Cloud
SnapEngage Competitors
SnapEngage Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android, Windows Phone, Blackberry, Mobile Web |
| Supported Countries | All |
| Supported Languages | Arabic, Azerbaijini, Canadian French, Chinese (simplified and traditional), Czech, Danish, Dutch, English, Estonia, Finnish, French, German, Greek, Hebrew, Hungarian, Icelandic, Italian, Japanese, Korean, Latvian, Lithuanian, Norwegian (Bokmal and Nynorsk), Polish, Portuguese, Romanian, Russian, Slovak, Spanish, Swedish, Turkish |
Frequently Asked Questions
SnapEngage starts at $60.
The most common users of SnapEngage are from Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings
(27)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
SnapEngage is a versatile software that has proven to be beneficial in various use cases. One of its primary applications is capturing website traffic and facilitating online conversations, allowing both customers and companies to visually see and understand each other's perspectives. This has led to improved response accuracy and a better overall customer experience. The customer care team has successfully adopted SnapEngage, resulting in reduced inbound calls and the ability to provide more personalized support to customers.
The software is primarily used by customer support teams to offer instant online communication and address general inquiries. By implementing SnapEngage, businesses have been able to reduce phone congestion and ensure rapid and efficient customer service through chat. The software provides valuable analytics, customizable experiences, and shortcuts for agents, enhancing usability and efficiency for support teams. Additionally, SnapEngage serves as a sales chat tool on websites, offering a low-friction method for customers to inquire about products or the sales process. It has become an essential component for engaging prospective buyers, converting inquiries into sales opportunities, and supporting the growth of organizations.
Moreover, SnapEngage has found utility beyond customer support and sales teams. It is also widely utilized in educational institutions to communicate with prospective students, alumni, and community members in real-time. This allows educational institutions to troubleshoot issues promptly, provide customer service across regions, and create an interactive platform for seamless communication. Ultimately, SnapEngage's diverse range of features such as proactive chat triggers enables both automated messaging based on various factors and real-time engagement with visitors. This facilitates fast and easy communication for various teams across industries, leading to increased efficiency in engaging, selling, supporting visitors on websites.
Quick Deployment and Immediate Benefits: Many users have found SnapEngage to be quick and easy to deploy, allowing them to start reaping the benefits right away. The product provides a solid price point and delivers everything they expect.
Comprehensive Reporting: Users appreciate that the reporting inside SnapEngage contains all the necessary details required by customer care managers. It provides detailed analytics, making it easy to collect, manage, and report all data.
Helpful and Accessible Customer Support: Customers highly appreciate the support team of SnapEngage for being fast, friendly, and professional in addressing any issues. They are always available and quick to help out with any questions or concerns.
Lack of Notifications: Some users have expressed frustration with the lack of notifications in Snap Engage. They suggest that the system should notify the manager if there are fewer users logged in than usual and provide better notifications to users about logging in and out.
Unfair Chat Assignment System: Several reviewers have mentioned that they found the random assignment system for chat agents to be unfair. They reported that some agents received more chats than others, which led to an uneven distribution of workload.
Confusing Chat Interface: A common complaint among users is the confusing chat interface, especially when it comes to the configuration interface. Some reviewers also felt that styling the chat modal was not straightforward, making customization a challenge.
Attribute Ratings
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
March 14, 2020
Solid chat software
We use SnapEngage as our Chat software on our company website. It offers instant online communication between our visitors and the support team. It allows a customer to reach us at any time through chat. SnapEngage is primarily used by the customer support team.
- 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.
- Some of the analytics metrics could be better.
- They should offer an option to customize the agent "on" and "off" hours.
- It's a positive way to offer an additional method of contacting us.
I believe SnapEngage is a more comprehensive tool.
September 17, 2018
Engaging with your Web Visitors is a snap, with SnapEngage!
Our 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!
- 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?
SnapEngage is the only chat tool we have implemented so far at Cloudera. For the last 1-2 years it has solved the business problem without any issues from our users, so it seems pretty good to me, as an admin!
Snapengage 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.
- 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.
I selected Snapengage primarily based on its price and Salesforce integration. I believed, when I was evaluating options, that Snapengage had the best integration for the lowest cost. It also had several other features that were required like Javascript integration.
June 03, 2015
SnapEngage helped us better understand our customer.
SnapEngage 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.
- 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.
I have not utilized any other products in this space.
Change management was minimal
August 13, 2014
Give em the pickle through Snap Engage!
Score 8 out of 10
Vetted Review
Verified User
SnapEngage 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.
- 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.