SnapEngage Pricing, Features, Reviews & Comparison of Alternatives

SnapEngage

Live Chat Software for Sales and Support Teams

4.59/5 (108 reviews)

SnapEngage overview

What is SnapEngage?

SnapEngage live chat software enables companies of all sizes around the globe to better engage with their website visitors. SnapEngage is made for both sales and support teams and offers unique and innovative features to help enterprising companies increase customer satisfaction and convert more leads.

We serve all industries, including: Software/SaaS/Technology, E-Commerce & Retail, Travel & Hospitality, Real Estate, Healthcare, Insurance, Government & Municipalities, Education, Nonprofits, and more.
snapengage.com

Pricing

Starting from
$16/month
Pricing options
Free trial
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 8 other markets, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

English, Arabic, Chinese (Simplified), Chinese (Traditional), Czech and 17 other languages, Danish, Dutch, Finnish, French, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish
SnapEngage screenshot: Innovative Design Studio features a flexible, easy-to-use WYSIWYG editor to create fully customized chat experiences that match your brand and website. Design Studio features a gallery of color palettes to help you get started - or create your own!HubSpot & SnapEngage IntegrationSnapEngage screenshot: SnapEngage features advanced analytics and reporting tools in the Admin Dashboard. SnapEngage screenshot: Access agent settings, priority tiers, shortcuts, chat assignment and more directly from the online Admin Dashboard.SnapEngage screenshot: Comprehensive analytics and reporting tools give users in-depth insight into chat metrics and performance.SnapEngage screenshot: The online Chat Portal features an array of tools to help agents perform their best. Features include desktop/sound notifications, Team Chat, visitor geolocation, shortcuts, knowledgebase lookup, customized settings, and more.Intro to Snap Engage Agent Chat PortalSnapEngage - Chat Portal Features

SnapEngage reviews

Value for money
Features
Ease of use
Customer support
  4.5
  4.4
  4.6
  4.6
Peter Moeller

Trusted since 2012

Used daily for 2+ years
Reviewed 2019-04-11
Review Source: Capterra

We just love SnapEngagement. We have been using the software on our websites since 2012. The customer service is top notch and the accessibility of the chat features for our on the go team is a huge plus. Unlike automated services, I am able to put my team in front of potential clients. As a law firm, it is a huge plus for someone seeking legal guidance for their businesses, to be able to ask quick questions and feel like they have accessibility to someone with knowledge. It allows us to close the gap and retain the leads until our attorneys get back to them. From this, we have high conversion rates. The program always pays for itself the first month of the fiscal year. SnapEngagement has been a part of our team for many years and we look forward to continuing to use SnapEngagment for many more.

Pros
The software is easy to use, customizable, and accessible on the go. My team loves it and we have a high conversion rate with legitimate leads. It allows actual on team staff to interact with potential clients and that, unlike automated chat services or third-party services, adds significant value in the "closing" process.

Cons
I do not have many bad things to say. It would be a stretch for me to say something I dislike here.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Richard Moffett

SnapEngage for a Small Software Company

Used daily for 2+ years
Reviewed 2020-02-25
Review Source: Capterra

We love SnapEngage. It makes communicating with website visitors, customers, and potential customers painless and crisp. The Chat window and proactive Chat look great on our site and allow us to engage with customers without appearing too pushy. We have been able to head-off much confusion from customers and calls into our Support Center by quickly and easily answering their questions as soon as they have them. The data we have gathered from our live Chats have allowed us to efficiently reorganize our website and transform our messaging in all mediums. Sales have only gone up since we instituted SnapEngage.

Pros
SnapEngage works great for quick communication with customers and visitors to your site. My favorite component of the setup is the ability to tailor Chat windows and proactive messaging depending on the specific page the customer or website visitor is visiting. We can have different questions and suggestions posed to customers depending on exactly what they are looking at, at that specific time. If they are in the online store we can ask them exactly what products they are looking at and what might work best for them. If they are on an informational page we can ask more open-ended questions to get the conversation started. It works great.

Cons
Sometimes the transfer of a Chat conversation from one agent to another can be "clunky". Sometimes it takes awhile and appears disjointed to the customer on the Chat with the agents.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Anonymous

Will be a great product once it fully works

Used daily for less than 6 months
Reviewed 2019-04-11
Review Source: Capterra

Not the best experience in my opinion, we were one of the companies that beta tested the new hub for them but we were not told we were beta testing the site, so the issues we had from the beginning were a HUGE headache. Would have loved if the company was up front and honest about that but they were not.

Pros
Ease of use inside the hub *as long as it is working* looks very nice once logged in and the admin screens are nice to see what agents are on at what time and how long they are active, really helps with scheduling.

Cons
The hub does not always work properly, there are many glitches that need to be fixed including the ability for the software not to crash when a new chat comes in. The customization feature could be a little bit more customize able for routing chats to teams/widgets instead of just one agent. BIGGEST CON - your year starts the day you sign the contract before you have even logged into the system or gotten any kind of training even scheduled on how to use the tool. It took us almost 2 months to complete our training because the trainer was booked up and we were charged for those 2 months and we were not even using the software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 4/10

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Rita Sousa

Good Chat widget to add to your website

Used monthly for 1-2 years
Reviewed 2019-08-09
Review Source: Capterra

By adding the SnapEngage widget on our website we were able to increase the number of enquiries and start better conversations with our clients. we

Pros
Easy to use from as a customer and as a company. All analytics available when you log into the back end of the website, you can check the log of all conversations had. It is very user friendly so no need for intense training

Cons
we wish that this integrated with the CRM we use, Hubspot as it would be great to be able to see the interactions with customers via snap engage on the contact's timeline on Hubspot CRM. Never the less, we still use Snap Engage and love it!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Daniel Cochran

SnapEngage does what we need it to do, but the software isn't perfect

Used daily for 2+ years
Reviewed 2019-04-11
Review Source: Capterra

We often had visitors coming to our site without engaging with a demo request form or reaching out to our tech support team. After we implemented chat, our agents regularly send support requests to IT as a ticket, and we receive leads a few times a week. We are able to catch leads more easily this way. The proactive chat is especially helpful for this.

Pros
The software was fairly simple to implement and hasn't caused any problems on our WordPress website. Managing multiple chats isn't difficult. I appreciate the chat stats report with metrics for visitors to the website who contact us. There are many options for managing the proactive chat. The price has also been very reasonable for the duration of our time using it. When I can contact a support agent, they are very helpful and interested in making sure we can get the most out of our seats.

Cons
The proactive chat designing interface is a little difficult to work with and unintuitive at first. I don't have to use it often, so every time I return to it, I have some trouble. Unless you go in a bit of a roundabout way, it can be confusing to get in touch with a support agent. The backend of the website is not very easy to navigate. Some of the menus and menu items are nested in a way that isn't obviously intuitive. It needs to be cleaned up a bit. And SnapEngage needs to offer a way to get in touch with a support agent more quickly and easily. I don't usually have time to sift through several articles when troubleshooting an urgent issue. Currently, their IP blocking setup doesn't allow an admin to properly ban visitors who harass our agents - I need to contact support if I want an effective, permanent ban. Like most things in the product, the functionality is there, but the interface and steps to perform it are a bit out of sync.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 6/10

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SnapEngage pricing

Starting from
$16/month
Pricing options
Free trial
Subscription
View Pricing Plans

Multiple pricing plans available to meet your needs. Priced per user/per month.

SnapEngage features

API
CRM Integration
Chat
Monitoring
Real Time Monitoring
Reporting & Statistics

Activity Dashboard (113 other apps)
Alerts / Escalation (74 other apps)
Automatic Notifications (105 other apps)
Customizable Branding (121 other apps)
Email Integration (102 other apps)
Instant Messaging (102 other apps)
Knowledge Base Management (104 other apps)
Multi-Channel Communication (109 other apps)
Multi-Language (74 other apps)
Social Media Integration (88 other apps)
Support Ticket Management (78 other apps)
Surveys & Feedback (88 other apps)
Third Party Integration (146 other apps)
Workflow Management (82 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for SnapEngage

Key features of SnapEngage

  • Advanced Web Client
  • Agent Picture
  • Easy Chat Transfers
  • Google Analytics Integration
  • Intelligent Integration
  • Look and Feel Customization
  • Multi-Widgets
  • Real Time Activity Monitoring
  • SMS-to-Chat Functionality
  • Simple Offline Form
  • Unlimited Sites
View All Features

Benefits

- SnapEngage's advanced integrations with CRM's and help desks work seamlessly with your existing workflows and increase your team's efficiency
- Access the easy to use, powerful Chat Portal from any web browser and connect with your website visitors instantly
- Proactive chat invitations, Call-Me, SMS-to-Chat, file exchange, Sneak Peek, and co-browsing give your team the tools they need to engage, support, and convert your website visitors
- The new SnapEngage Design Studio puts powerful design tools at your fingertips so you can create beautiful, fully customized chat experiences that match your brand
- SnapEngage connects with hundreds of third-party services including Salesforce, HubSpot, Zendesk, Basecamp, Hootsuite, Facebook, and more.
- Monitor and optimize your engagement efforts with robust in-app reporting and analytics tools
- SnapEngage proudly offers HIPAA compliance on select plans