Item: SnapEngage
Rating: 9
Author: Verified User

Overall Satisfaction with SnapEngage

Use Cases and Deployment Scope

We use SnapEngage to communicate with prospective students, alumni, and community members in real-time. We are able to troubleshoot application and tech issues they're experiencing and send them links to pertinent program information. It's especially helpful in providing customer service across regions where telephone connectivity is more difficult. Team members within our department can also use SnapEngage to communicate with one another.

Pros and Cons

Pros

Allows team members to see type in real-time before it is submitted. This enables us to gather information for responses in a more timely manner.
We can see which of our team members are available, busy, or not-available.
Ability to see some biographical information of chatters and to sync information with Salesforce.

Cons

The team chat is easily missed. The notifications could be made more prominent.
There's no way to delete old team members from the dashboard.

Most Important Features

We receive email notifications of missed chats and are able to respond to them via email.
It provides an alternative means of communication that some may prefer to email, phone calls, or campus visits.
SnapEngage's ability to sync with our other platforms.

Return on Investment

We are able to communicate with a larger swath of prospective students and assist them in real-time.
We are able to direct prospective students and learners more precisely to the information they need.
More detailed records of prospective student demographics are gathered and retained.

Key Insights

Do you think SnapEngage delivers good value for the price?

Not sure

Are you happy with SnapEngage's feature set?

Yes

Did SnapEngage live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of SnapEngage go as expected?

I wasn't involved with the implementation phase

Would you buy SnapEngage again?

Yes

Likelihood to Recommend

SnapEngage is helpful for helping chatters navigate unfamiliar processes. You can walk them through multiple steps in one conversation. It's a very helpful and efficient alternative to a call or email. If multilingual team members are available, it would be helpful if chatters could request support in a particular language and have their chat automatically assigned to the team member conversant in their preferred language.

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