TeamSupport Messaging & Live Chat Reviews

Very easy to install and set up. There are great features like user-sharing, automated messaging, timed delay, and more. Share with multiple users and multiple sites and access easy live and offline times.

Unless you have headphones in or your volume on, it's difficult to realize when there is a new chat. There are not desktop notifications (from what I can tell) and if you have multiple browsers open, it's easy to overlook a new chat.

It's easy-peasy to set up and customize the widgets to fit one's requirements in the business. It can also be integrated with different platforms. We use SnapEngage with our 3 major tools without any conflicts and with ease that it only took us not even a day to design, test and roll out. Customer service team is also responsive and very helpful in resolving any issues or answering any inquiries.

It doesn't allow remote access to the users. We've had instances where our staff forget to log out of the tool and even admins can't kick them out - which causes for offline messages to still come in instead of it being unavailable. Also, it would be better if we can pull up historical logs of messages by custom date instead of using Export periods.

Snap engage is great for integrating into other products and great for their chat service. It's easy to use.

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

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

- on the admin end, things sometimes look a little outdated - recently the price went up significantly for people used to having multiple businesses/users - not integration with social media messaging

Weekly stats feature is very helpful in generating overall and individual reports. You can easily see your ratings at a glance. 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. History of chats is also very useful for reviewing what has taken place in a chat conversation.

Nothing really. As a user, this software is really very easy to use.

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

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

the proactive chat feature is best I highly recommend it to clients because it increases engagement with potential clients

No Mobile app for chat agents. being able to chat with potential clients on the go would be a huge feature.

I love the ability to easily set up proactive chats and also create your own rules to have shortcuts for repeated answers.

Setting up agents intially can be a bit tricky to get everyone on and set up tiers and such but once done it's good to go.

The amazing support of the customer service team and the new interface makes it easier than ever to customize and to use.

I like everything about SnapEngage since the new interface has been launched.

Easy to use, easy to implement. Easy to maintain. Good UX from both sides. A lot of variable when to show, where to show (pop up).

We don't have cons at the moment at functionality level where we use it.

The software itself is very easy to use. It's all web-based so our employees can use it at any PC or from home. It has a very slick back-end and tons of analytics. It's light years ahead of where we came from.

This isn't really a con, since it's industry standard, but our small shop doesn't have a dedicated chat team. 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. All browsers notification systems are pretty lackluster. The little flyout box pops up for maybe 8 seconds, then disappears. If one of our employees isn't looking at their computer screen when that pops up, they don't know there's a chat waiting. It also doesn't work for internal chats (team chat) either. If we miss the notification, we don't know someone is trying to talk to us.

Easy to work with the support team of SnapEngage. Though they are infrequently needed, as the software just works, their support staff is quick to respond and always has the answers.

Can't think of anything at all. It's Outlook that won't obey my rule and not send every 10th notification to my junk folder!

As a general messaging / support tool it works very well. We have our knowledgebase in Wordpress and they make it very easy to search for topics and send links or even re-direct customers to the right page. It took us a few days to get the software setup how we wanted, but, there are a lot of options.

The software does not work on mobile for support agent. It does work fine on mobile for customers. But, this is a big issue for us and we will continue to look for an alternative software if we can find one. But, so far, we have not. The ability to have your own wordpress knowledgebase and search through that is a pretty unique feature. But, they need mobile support for agents.

SnapEngage has improved significantly in the years I have used it. Lots of reports for our staff to look at. Great that it's web based. Tons of great features and it looks good with the customization available.

The back end is a little clunky at time. We often have problems with our staff knowing when a chat has come in, but that is probably a bit of our own issue.

I really like the layout and ease of use, Everything is easily accessible. When required I can quickly add or edit shortcuts which are immediately available for the rest of the team. I can see what's happening with my team at a glance.

Would like to be able to "read along" with chats that my team are having. This would be a huge benefit when training new staff etc.

I absolutely LOVE using SnapEngage for work. Having a chat available on our website has been a game changer for us. We are able to communicate easily and now faster with customers and potential users.

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

Customizable, easy to get started, and able to handle most of our needs for the price.

Admin site can be difficult to navigate​ and find the settings you are looking to change.

SnapEngage is relatively easy to use, and the simplicity of the functionality allows us to work quickly and uphold our SLAs.

When it comes to tools and functionality, I find SnapEngage to be a bit behind some other tools that and more advanced and have more options.

The support is amazing. Since we have been using the service we have only gone down once, the support team at SnapEngage were on the issue super quick, kept us updated, had it resolved quickly. The next day they sent us a summary of what happened, what was done and why. Excellent service!

I'd really like searchable databases and logs. Pulling specific agent/customer info is sometime laborious. Info can be pulled if logs are converted to Excel first but this is not always and quick and easy as the rest of system.

It allows our applicants to easily contact us while looking at our website

The sync to Salesforce is a little clunky

Ease of use and functionality. So many options when you are chatting with a member from sending them a file to providing them with a link to another page on your site.

User identification based on IP address has caused some issues because most of our members are at the same IP address and therefore it appears that they are someone else when chatting.

Everything is pretty self explanatory. Smooth understanding of program.

Sometimes there seems to be a delay in chats.

Users and customers loved using snapengage. The features worked and so did the integrations.

The product was so successful it cannibalized our other contact channels that were more cost effective for the company. Doing complicated sales over chat is not ideal.

the software is very easy to setup and use.

Can't really think of anything that we don't like about SnapEngage. It's a great product.

It is very easy to navigate and understand. So many features!

So many options that you sometimes get lost.