Item: SnapEngage
Rating: 10
Author: Anne Vickman

Overall Satisfaction with SnapEngage

Use Cases and Deployment Scope

We 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.

Pros and Cons

Pros

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.

Cons

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.

Return on Investment

SnapEngage has allowed us to provide a high level of customer service that is scalable.

Other Software Used

Intercom, Stripe

Likelihood to Recommend

SnapEngage is perfect for everything we need it for. It's easy to implement, easy to use, and they continue to make improvements with time. Our product involves using a drag and drop editor for designing email newsletters as well as uploading contacts, and users tend to have multiple questions at a time when learning how to use these systems, so having the ability to ask questions in the moment is of huge importance to our users!

Comments

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SnapEngage is All the Rage

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