Engaging with your Web Visitors is a snap, with SnapEngage!
September 17, 2018
Engaging with your Web Visitors is a snap, with SnapEngage!
Score 9 out of 10
Vetted Review
Verified User
Software Version
Business,Plus,Premier
Overall Satisfaction 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!