SnapEngage helped us better understand our customer.
Updated June 03, 2015
SnapEngage helped us better understand our customer.
Score 10 out of 10
Vetted Review
Verified User
Software Version
Business
Overall Satisfaction with SnapEngage
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.
Using SnapEngage
SnapEngage Implementation
Change management was minimal