SnapEngage Features

SnapEngage

Live Chat Software for Sales and Support Teams

4.6/5 (106 reviews)

SnapEngage Feature Summary

  • 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

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (185 other apps)
Activity Dashboard (92 other apps)
Automatic Notifications (91 other apps)
CRM Integration (78 other apps)
Chat (171 other apps)
Contact History (73 other apps)
Customizable Branding (91 other apps)
Email Integration (83 other apps)
Instant Messaging (89 other apps)
Knowledge Base Management (90 other apps)
Monitoring (90 other apps)
Multi-Channel Communication (85 other apps)
Prioritizing (62 other apps)
Real Time Monitoring (66 other apps)
Reporting & Statistics (107 other apps)
Social Media Integration (79 other apps)
Support Ticket Management (66 other apps)
Surveys & Feedback (80 other apps)
Third Party Integration (112 other apps)
Workflow Management (74 other apps)

SnapEngage Feature Reviews

25 reviewers had the following to say about SnapEngage's features:

Anonymous
(Hospitality company, 11-50 employees)

Straightforward Chat Function for Businesses

2019-04-11

We were looking for an easy way to install live chat on our websites.

Pros

- customizability (added feature since our time using it) - reporting - user experience

Cons

- on the admin end, things sometimes look a little outdated - recently the price went up significantly for people used to having multiple businesses/users - not integration with social media messaging

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Chad Kocherhans

User Friendly and has Key Integrations

2019-04-02

Their support team is friendly and they strive to assist you any way they can.

Pros

We've opened up new channels for reporting based off of our chat and our support team has become much more efficient.

Cons

In regards to our support team, it can be tedious to rotate chat agents because you have to delete users and re-add them each time.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Joe Kozlowicz

Solid web chat SaaS

2019-04-02

Pros

Customizable to your brand, integrations with Salesforce, easy to administrate

Cons

Not incredibly feature rich but it doesn't really need to be

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Steve Goacher

snapengage productivity

2019-04-11

Full transcript of each chat message. Secure and reliable.

Pros

With each support agent being able to handle multiple support requests means our productivity and customer service have dramatically improved.

Cons

For us there have been no downsides at all... the integration was quick and easy and the system works very well.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Logan Blackburn

Great Product just not for us

2019-04-01

Pros

The features worked and so did the integrations.

Cons

Doing complicated sales over chat is not ideal.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Michel Paquet

Startup user

2019-04-12

Web assistance.

Pros

Chating is good and having a view of what people is browsing ahead is useful

Cons

No mobile interaction and no apk to integrate into other app

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

4/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Medical Practice company, 11-50 employees)

Easy to use and functional

2019-04-02

I would recommend if you have a large sales team and if you can integrate with your CRM.

Pros

Easy to use Versatile and Functional Able to have a whole sales team Chat Bot is very useful Can customise look and feel which is great for us Integrate with email and other features

Cons

Would like a hubspot integration ideally, but is not necessary for what it says it does.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Mark Shields

Quality Web Chat Feature

2016-12-05

We used SnapEngage for our web chat feature for a little over a year, and we had a positive experience with the platform.

Pros

SnapEngage also has the option of no annual contracts, great support, and several API's that can integrate with other applications such as Microsoft Dynamics CRM.

Cons

The script that we received from SnapEngage and put on our websites did cause our website to take longer to load when the web chat feature was activated.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Ken Barber

Verified Reviewer

Live Chat Review

2016-05-20

With both companies, I brought live chat to the marketing department for the first time, so had to go through the vendor review, set-up, initial training, and optimization.

Pros

They use their own chat tool and consistently get back to me with a detailed answer in minutes. --Great UI for the chatters, and the consumers --Great integration with Salesforce

Cons

--Wish they gave more ideas on how to use Proactive Chat, that have produced clear results.

Time used: 1-2 years

Source: GetApp
Helpful?   Yes   No
Read more
Anonymous
(Real Estate company, 51-200 employees)

Using Snapenage is easy!

2018-06-13

Pros

Snap engage is great for integrating into other products and great for their chat service.

Cons

There have been many times where the service has gone down, tickets are not created, chats are reassigned or disappear.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
L Williams

Basic chat

2017-01-05

If you're looking for a simple chat add on for your website this is fine.

Pros

Ease of use Simple design Ability to see what customer is writing while they write it

Cons

No Live view of agent chat. Statistics/analytics

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Consumer Electronics company, 51-200 employees)

Very Customizable

2018-09-12

Pros

The user interface has a lot of useful options for different types of notifications, which is really helpful if you have several tasks that you need to handle at the same time.

Cons

As a user, this software is really very easy to use.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Jason d.

Easy to deploy and administer

2019-04-02

Pros

Love the Slasforce integration Fantastic support.

Cons

No way to export analytical data to Salesforce No bots Occasionally chat routing will freeze, requiring the refresh of the client page

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Angela Tiegs

Exceptional Customer Service and User Friendly

2019-04-17

Pros

The software is user-friendly, whenever we have an issue customer service is phenomenal and they are always quick to get an answer.

Cons

That you can only integrate one API right now, we have multiple offices so we have multiple API's to connect with our CRM and would like to see that in the near future.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Laura Kelsey

Easy to Use with Great Support!

2019-04-02

As the administrator for this software, I have always felt that the support is very good and timely, although we have had some technical issues in the past that went unresolved-- "We'll refer this to our design team," etc.

Pros

The proactive chat and the different options for controlling the chat box pop-up has always been a favorite feature of mine.

Cons

I do not like that the proactive chat does not allow a box for customer/patron contact info, such as email.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Daniel Cochran

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

2019-04-11

After we implemented chat, our agents regularly send support requests to IT as a ticket, and we receive leads a few times a week.

Pros

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.

Cons

The proactive chat designing interface is a little difficult to work with and unintuitive at first.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 201-500 employees)

Great Live Chat Product

2019-04-15

Overall experience has been great aside from it bouncing around to different operators with the same chat occasionally.

Pros

Ease of use, ease of integration into our website

Cons

Once in a while the system will glitch and bounce around to the different operators when waiting for a client response.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Brice Patterson

SnapEngage allows website visitors to ask our students real-time questions about business school

2018-04-30

Pros

It allows our student ambassadors to chat with prospective applicants and answer their questions in real time, cutting down on the lag time usually experienced with email.

Cons

The structure of the chat client is a bit rigid, and the UI of the dashboard isn't as visually appealing as other comparable hosted software platforms.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Jillian Kreider

SnapEngage: Oh Snap!

2018-02-09

SnapEngage is a fantastic software and the best of the chat platforms we have tried.

Pros

Having a chat available on our website has been a game changer for us.

Cons

We had a brief issue with the SalesForce integration but it was resolved via some persistant chat agents on the SnapEngage end.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more
Mike Hearle

SnapEngage

2019-04-02

Overall, SnapEngage has given us a great opportunity to interact directly with our customers across Europe, it integrates with the systems we are already using, and it's metrics and reporting help us identify areas for improvement and levels of engagement internally.

Pros

SnapEngage was very easy to setup and test, within an hour we were setup and testing the system with a couple of users.

Cons

Can be difficult to know what features are included in your subscription, especially when new ones are added.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Alicia Boyd-Donaldson

Engage in a Snap!

2019-04-02

We only have 1-2 people using/monitoring it from out end, but can see how resourceful it could be for teams with more people (i.e. call centers, sales teams, etc.)

Pros

The software provides a simple user friendly dashboard, and timely notifications of who visits your site.

Cons

I don't think its a software issue, but I often get 'unknown@example.com' when someone logs in to the software and I'm wondering if there is a way to have the email address as a mandatory requirement to speak with an agent.

Rating breakdown

Value for money
Ease of use
Features

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Education Management company, 11-50 employees)

Very happy with functionality and value

2019-04-02

Pros

Easy to use and setup, we selected it because of the range of other platforms it integrates with (which of course are the ones we also use).

Cons

Some of the upgrades have deprecated some of our implementations and we have to make changes to our implementations to support the upgrades.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Erica Volpe

Superior Product with Stellar and Responsive Support

2019-04-02

Overall, the options, the support team, and the ease of use is far superior to any other chat system out there.

Pros

It's all web-based so our employees can use it at any PC or from home.

Cons

Our employees are constantly multi-tasking, so the notification system when there's a chat waiting would be best if it didn't rely on the browser's notification system.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
( company, 11-50 employees)

Love it! :D

2017-10-18

Great chat tool with exceptional value - works just the way we want it to and is perfect for our small team.

Pros

Transferring chats is easy, the admin tools are great for tracking customer feedback, response times, and other really useful analytics.

Cons

I don't like that users cannot send themselves a transcript of a chat - this is a pretty common feature in most chat systems so I would think they'd add it by now.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Josh Covington

The best chat solution we've found

2019-04-11

We've tried several chat solutions over the years and found SnapEngage to be the most feature rich, easy to use, and best value available.

Pros

Their proactive chat feature is especially useful for us.

Cons

I preferred the old interface prior to their latest refresh/redesign, but that's more a matter of preference.

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more