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Solid chat software
March 14, 2020

Solid chat software

Melissa McCormack | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Business,Plus,Premier

Overall Satisfaction with SnapEngage

We use SnapEngage as our Chat software on our company website. It offers instant online communication between our visitors and the support team. It allows a customer to reach us at any time through chat. SnapEngage is primarily used by the customer support team.
  • The chat is easily customizable.
  • The chat interface from the support side is easy to use and to manage multiple at a time.
  • The software provide detailed analytics.
  • Some of the analytics metrics could be better.
  • They should offer an option to customize the agent "on" and "off" hours.
  • It's a positive way to offer an additional method of contacting us.
I believe SnapEngage is a more comprehensive tool.
I have never needed to contact them for support.

Do you think SnapEngage delivers good value for the price?

Yes

Are you happy with SnapEngage's feature set?

Yes

Did SnapEngage live up to sales and marketing promises?

Yes

Did implementation of SnapEngage go as expected?

Yes

Would you buy SnapEngage again?

Yes

SnapEnage is a great tool for providing quick feedback to simpler questions about the company or product. For example, password help, getting started instructions, provide the cost options for the service. SnapEngage is not the best for more complicated or detailed correspondences. Typically if chat isn't the best to address a person's needs I initiate a phone conversation.