SnapEngage Reviews in January 2025: User Ratings, Pros & Cons

Helping us reach out to our customers better

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.

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

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.

Provides for better and more frequent engagement that delivers greater revenue

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.

Better interaction and communication with customers and prospects

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.

Allows us to interact directly with anyone interested in our product

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.

Easy to use and customize and is accessible from anywhere

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.

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

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.

"Manager Of Chapter Administration"

What do you like best? how easy the dashboard page is to use and maneuver around in. What do you dislike? Its hard to use attachments in the chat messages. What problems are you solving with the product? What benefits have you realized? Customer support on our website and chapter membership platform.

"Customer engagement couldn't be made easy"

What do you like best? So far customer engagement with us is superb with snapengage, our is cheap and customer enjoy the live support/chat that makes them feel convinced to do business with us. Their support team helped us with integration from day 1 up to deployment. What do you dislike? Some of our platforms haven't been integrated and other departments don't have snapengage Recommendations to others considering the product: Engage your customers with highly intelligent live chat support ...

"Ohhh snap!"

What do you like best? Great tool to use to chat with customers What do you dislike? all the hidden hot keys are constantly being displayed What problems are you solving with the product? What benefits have you realized? A lot of customers forget about our chat window which hurts us in the end.