SnapEngage Reviews in February 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 necessary tool for us to get our work done

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.

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.

Painful customer service

Took weeks to get a clear answer to a simple question. At one point three people from Snap Engage couldn't tell me how much their service costs! I would move away from them if we weren't used to the system. System is ok, but nothing special. Overall, I wouldn't recommend them. Loads of options in this market and you can find better options in terms of the product and definitely the customer service. I dread to think if I had a payment issue and I don't trust them to get things right and ...

"Uncluttered and easy to use"

What do you like best? SnapEngage is definitely an interesting option. Compared to tools like Zopim and Olark, they are missing an analytics function combined with a possibility to manually start a chat. Its strengths are definitely ease of use and their very efficient web client that gives easy access to all the important functionalities. What do you dislike? Intro texts can't be customized. Should have more options. Also Cannot be started manually, which is a drawback Recommendations to ...