Snapengage is a good sales chat option for Salesforce users
July 27, 2016
Snapengage is a good sales chat option for Salesforce users
Score 8 out of 10
Vetted Review
Verified User
Software Version
Business,Plus,Premier
Overall Satisfaction with SnapEngage
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.