SnapEngage Review

PROS: The proactive chat helps us reach out to customers, especailly those who might be ready to log off our website before completing a purchase. It's also a super easy way for our customers to send us an email during our off-hours. My team likes the convenience of shortcuts and the "go to" function as well.

CONS: It doesn't always work well in Internet Explorer, sadly.

PROS: SnapEngage has a great, useful layout. It keeps current chats front and center but allows you to easily access past chats and contact from other representatives. It has great Salesforce integration and has a very responsive team.

CONS: The design is starting to feel a bit dated and clunky. Also, they still use shockwave which is about to be/is already deprecated.

PROS: SnapEngage comes complete with all the reports we need and we get to know what the visitor does when they get to the site. If the report we need is not available, all the data is exportable for us to build ourselves. Integration with Salesforce is very easy and we get outstanding training and implementation support.

CONS: I have nothing to dislike about at the moment.

PROS: SnapEngage makes the proactive chat process so fluid, letting us engage our customers more frequently and enjoy significantly more revenue in the process. New features are being released on a frequent basis. From my perspective that's important because I think it should be a primary for SaaS software providers.

CONS: Every once in a while,my customers experience an annoying issue where their space bar does not work.

PROS: When someone is on my website and has a question, they can click a button on the side of the webpage and talk to me right away easily.

CONS: I wish the disconnect time was longer than 60 minutes. That's really the only thing that I don't like.

PROS: I like the ability to chat in real time with people looking at the website. It's easy to use, the word shortcuts you can create are helpful as well. The product works as described.

CONS: Needs more than just a desktop notification and a sound to be notified of an incoming chat, like maybe a flashing icon. Also a chat between agents option would be helpful for internal communication.

PROS: SnapEngage is easy to use and customize. Their customer service is beyond reproach. Also, I love the stats summary on the home page, telling me the average response time, length of chats, etc. And after a chat is closed a transcript is sent to my email that I can use for future reference.

CONS: I would like the calendar to stay on longer. Sometimes I forget to look at it right away as I am in a hurry to respond to the chat.

PROS: SnapEngage is very easy to use as an agent, and also easy to use as the person asking the question. You're able to customize your forms to fit your business and even able to put icons on whatever pages you choose. This has been helpful for everyone who are using chat to communicate with the college.

CONS: I wish it had a single sign on feature.

PROS: SnapEngage's chat box is very sleek and the ability to match it to our brand was great. The backend, both the agent view and the administration features, is very usable and gives us all the data we need.

CONS: I wish that this system integrated with Google Analytics. It would help us better put value to our paid marketing campaigns.

PROS: SnapEngage offers great ease of use for us and it is a very efficient web client that gives easy access to all the important functionalities.

CONS: Intro texts can't be customized; there should be more options for such. Allso, it cannot be started manually, which is a drawback.

PROS: SnapEngage gives you a good way to upload files, create profiles and do full HTML, which is not something a lot of other chat programs offer. Also has a design that is easy to understand. It doesn't clutter up everything with extras you don't want or need. It works well with other CRMs and the API is coded immensely well too.

CONS: Nothing I can think of at the moment