Snapengage is a good sales chat option for Salesforce users
Alec Dibble profile photo
July 27, 2016

Snapengage is a good sales chat option for Salesforce users

Score 8 out of 10
Vetted Review
Verified User
Review Source

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.
Snapengage is easy to set up, it doesn't cost too much, and it has a lot of great features out of the box. If you are looking for an easy solution with full Salesforce support, I believe Snapengage is the right fit for those needs. I also always had a pleasant experience with their support staff.