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SnapEngage Review

SnapEngage
Our score: 8.4 User satisfaction: 100%

What is SnapEngage?

SnapEngage is a live chat software that is designed to empower your sales and support teams with features like team chats, reporting, monitoring, user roles, transfers, and priority tiers. There is no need to install any software and you can simply sign in and chat from anywhere. The app’s easy yet powerful interface gives you the information and abilities you need.

The software automatically invites your visitors to chat, so you don’t have to waste time monitoring unresponsive chats. Your agents can focus on only those visitors who wish to chat. You can customize everything including agent photos, the chat window, and buttons for help, chat, and contact. Give the vendor your artwork and they will customize your chat box to match your website.

SnapEngage is used by thousands of companies around the world including top brands like PBS, CBS Interactive, T-Mobile, and Thomson Reuters.

Overview of SnapEngage Benefits

SMS Chat: SnapEngage’s Text-to-Chat feature allows your visitors to initiate a chat and communicate with your agents via SMS text message while maintaining the same user-friendly chat portal interface for your agents.

File Exchange: Agents and visitors can share images and other files easily within the chat window.

Secure Data – PCI Compliance: Agents can safely collect secure notes, social security numbers, and credit card details “off the record” directly in the chat window. (This feature is available on Plus and higher plans).

HIPAA Compliance: The vendor supports customers’ compliance with the U.S. Health Insurance Portability and Accountability Act of 1996 (HIPAA).

Post Chat Surveys: You can collect visitor feedback after each chat to evaluate customer happiness, gauge agent performance, and spot areas for improvement.

Mobile Apps for Android and iOS: SnapEngage’s live chat apps for iOS and Android platforms allow you to communicate with website visitors on the go.

Fast Loading: The software uses asynchronous loading which ensures it does not impact your website’s initial-load performance.

Simple Offline Form: Visitors can use this form to leave a message for your agents when they are offline.

Multi-Widgets: You can use different chat widgets for different languages, websites, and departments to offer efficient service to your visitors.

Overview of SnapEngage Features

  • Advanced web client
  • Agent picture
  • Easy chat transfers
  • Google Analytics integration
  • Intelligent integration
  • ‘Look and feel’ customization
  • Multi-widgets
  • Real time activity monitoring
  • Simple offline form
  • Unlimited sites

SnapEngage Position In Our Categories

Since companies have specific business-related requirements, it is only rational they avoid adopting an all-in-one, ”best” software. Regardless, it would be futile to discover such application even among popular software solutions.
The clever step to undertake would be to take note of the several main aspects which require deliberation such as crucial features, price plans, skill levels of staff members, organizational size, etc. After which, you must perform the research systematically. Have a look at some of these SnapEngage analyses and check out each of the software solutions in your list in detail. Such comprehensive research ensures you drop unfit applications and choose the one that includes all the benefits your business requires.

Position of SnapEngage in our main categories:

TOP 100

SnapEngage is one of the top 100 Customer Support Software products

SnapEngage is also listed in the following subcategories:

It's important to realize that hardly any software in the Customer Support Software category will be an ideal solution able to match all the needs of all company types, sizes and industries. It may be a good idea to read a few SnapEngage Customer Support Software reviews first as some services can perform well only in a really narrow group of applications or be created with a very specific type of industry in mind. Others may operate with a goal of being simple and intuitive and therefore lack complex functionalities desired by more experienced users. You can also come across software that focus on a wide group of users and offer a complex feature base, but that in most cases comes at a higher price of such a solution. Ensure you're aware of your requirements so that you buy a solution that offers specifically the features you search for.

How Much Does SnapEngage Cost?

SnapEngage Pricing Plans:

Free Trial

Business Plan

$60/month

Plus Plan

$140/month

Premium Plan

$420/month

Team Plans

Business Plan – $60/month

  • 4 chat agent licenses included
  • $25/additional agent
  • Basic integrations
  • Full customization

Plus Plan – $140/month

  • 8 chat agent licenses included
  • $25/additional agent
  • Premium integrations
  • Full customization
  • White label
  • HIPAA compliance
  • Priority tiers
  • Secure data transfer

Premium Plan – $420/month

  • 16 chat agent licenses included
  • $25/additional agent
  • Premium integrations
  • Full customization
  • White label
  • HIPAA compliance
  • Priority tiers
  • Secure data transfer
  • Multiple admins
  • Priority support
  • Agent training

Features of Enterprise Plans

  • Personalized onboarding
  • Named account manager
  • Highly scalable
  • 24/7 priority support

User Satisfaction

Positive Social Media Mentions 12
Negative Social Media Mentions 0

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and SnapEngage reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with SnapEngage. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Mac
  • Web-based

Deployment

  • Cloud Hosted

Language Support

  • English

Pricing Model

  • Monthly payment
  • Quote-based

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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SnapEngage Comparisons

SnapEngage user reviews

Helping us reach out to our customers better

Read full review >
Tony
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 06.10.2018 Company Size: 11-50 Employees Industry: Financial Services

Easy to use and customize and is accessible from anywhere

Read full review >
Neil
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 28.09.2018 Company Size: 1-10 Employees Industry: Printing

Allows us to interact directly with anyone interested in our product

Read full review >
Megan
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 21.09.2018 Company Size: More than 100 Employees Industry: Computer Software

An easy to use platform for both the agent and the customer

Read full review >
Glenn
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 05.04.2018 Company Size: 1-10 Employees Industry: Higher Education

Better interaction and communication with customers and prospects

Read full review >
Penny
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 03.04.2018 Company Size: More than 100 Employees Industry: Design

What are SnapEngage pricing details?

SnapEngage Pricing Plans:

Free Trial

Business Plan

$60/month

Plus Plan

$140/month

Premium Plan

$420/month

Team Plans

Business Plan – $60/month

  • 4 chat agent licenses included
  • $25/additional agent
  • Basic integrations
  • Full customization

Plus Plan – $140/month

  • 8 chat agent licenses included
  • $25/additional agent
  • Premium integrations
  • Full customization
  • White label
  • HIPAA compliance
  • Priority tiers
  • Secure data transfer

Premium Plan – $420/month

  • 16 chat agent licenses included
  • $25/additional agent
  • Premium integrations
  • Full customization
  • White label
  • HIPAA compliance
  • Priority tiers
  • Secure data transfer
  • Multiple admins
  • Priority support
  • Agent training

Features of Enterprise Plans

  • Personalized onboarding
  • Named account manager
  • Highly scalable
  • 24/7 priority support

What integrations are available for SnapEngage?

Snapengage integrates with the following business apps:

  • Hubspot
  • Salesforce
  • Microsoft Dynamics CRM
  • Uservoice
  • Hootsuite
  • SAP Business ByDesign
  • Facebook
  • Zendesk
  • com
  • Pivotal Tracker
  • MindTouch
  • Basecamp
  • Highrise
  • JIRA
  • FogBugz
  • FullContact
  • LeadFormix
  • Rapleaf
  • Help Scout
  • Bizible
  • Daddy Analytics

You can use the Snapengage API and JavaScript for the following integrations:

  • ProProfs Knowledge Base
  • Magentrix
  • Talkdesk
  • HappyFox
  • HelpIQ
  • CakeMail
  • Instapage
  • Jimdo
  • Planbox
  • AppFusions

SnapEngage average rating:

Average score
5/5 (11 user reviews)
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Write your own review of this product

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The most favorable review

Neil

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.

Reviewed 1 year ago

Read full review >

The least favorable review

Brett

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.

Reviewed 2 years ago

Read full review >

More reviews from 11 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Helping us reach out to our customers better

Read full review >
Tony
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 06.10.2018 Company Size: 11-50 Employees Industry: Financial Services

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.

What do you think about this review? Great Poor

Easy to use and customize and is accessible from anywhere

Read full review >
Neil
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 28.09.2018 Company Size: 1-10 Employees Industry: Printing

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.

What do you think about this review? Great Poor

Allows us to interact directly with anyone interested in our product

Read full review >
Megan
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 21.09.2018 Company Size: More than 100 Employees Industry: Computer Software

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.

What do you think about this review? Great Poor

An easy to use platform for both the agent and the customer

Read full review >
Glenn
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 05.04.2018 Company Size: 1-10 Employees Industry: Higher Education

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.

What do you think about this review? Great Poor

Better interaction and communication with customers and prospects

Read full review >
Penny
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 03.04.2018 Company Size: More than 100 Employees Industry: Design

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.

What do you think about this review? Great Poor

Helps people find what they are looking for

Read full review >
Sue
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 02.04.2018 Company Size: More than 100 Employees Industry: Information Technology and Services

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.

What do you think about this review? Great Poor

Provides for better and more frequent engagement that delivers greater revenue

Read full review >
Lawrence
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 15.03.2018 Company Size: 1-10 Employees Industry: Medical Devices

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.

What do you think about this review? Great Poor

An easy to use tool for live chat that provides all functionalities

Read full review >
Brett
3/5

Overall Impression

3/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 07.02.2018 Company Size: More than 100 Employees Industry: Information Services

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.

What do you think about this review? Great Poor

A complete solution that provides us the needed data on customer engagement for our site

Read full review >
Dawn
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 10.01.2018 Company Size: More than 100 Employees Industry: Computer and Network Services

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.

What do you think about this review? Great Poor

A necessary tool for us to get our work done

Read full review >
Angelica
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 01.01.2018 Company Size: More than 100 Employees Industry: Unavailable

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.

What do you think about this review? Great Poor

Allowing us to help people find the solutions they are looking for

Read full review >
Tina
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 28.12.2017 Company Size: 11-50 Employees Industry: Non-Profit Organization Management

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

What do you think about this review? Great Poor
Reviewed By Louie Andre
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