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

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.

"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 ...

"Life chat"

What do you like best? Easy to use and alot of features for a reasonable cost What do you dislike? That it is a stand along feature and not all call center software can integrate What problems are you solving with the product? What benefits have you realized? Live chat in general

"Easy to use"

What do you like best? Ability to paste and upload files and ability to transfer chat to another agent. Ability to simultaneously open multiple chats but ability to place status into Pause to prevent too many chats. What do you dislike? That the end user is not able to upload screen shots or files. The recent update made the web page too busy and I'm unable to customize the page. I would like to be able to narrow or hide certain panels. Recommendations to others considering the ...

"Decent chat forum"

What do you like best? Very user friendly tool for both users and the customer-facing side. What do you dislike? Some errors would occur where the customer information was either sending duplicates to other agents available. What problems are you solving with the product? What benefits have you realized? Customer communications

"Customer Support Live"

What do you like best? SnapEngage is a fairly simply platform to navigate, but allows businesses to provide top-notch customer support! What do you dislike? The interface isn't very visually appealing, however that doesn't take away from how useful the service is. What problems are you solving with the product? What benefits have you realized? SnapEngage has allowed this organization to expand customer service to the fingertips of members, which in turn allows us to support and manage ...

"Currently on Beta version of SnapEngage and thoroughly enjoying it"

What do you like best? I like the feature where you can see what the user is typing before they hit send. What do you dislike? I dislike how quickly the conversations time out as well as how the prospects do not need to enter in an e-mail address or way of contact before they start chatting. What problems are you solving with the product? What benefits have you realized? Solving the business issues of not easily being able to chat with prospects and customers that need support.

"Snap Engage Review"

What do you like best? That if someone doesn;t respond to the original "Can I help you" message" it doesnt show up in my queue What do you dislike? That it disconnects a chat after inactivity. Sometimes I am responding to someone else or answering a call. Recommendations to others considering the product: Answer as quick as you can, or the chat will disconnect What problems are you solving with the product? What benefits have you realized? Some times people dont want to talk on the phone ...

Helps people find what they are looking for

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.

"Great tool for engage clients that would not otherwise reach out if they had to call "

What do you like best? Allows clients to feel comfortable while communicating and giving the ability to create report and trust. Allows the screening/qualifying of leads without wasting phone time. Ability for the client to transfer documents through the system. What do you dislike? These are more issues with my companies usage of the software. Leads to a lot of wasted time due to log off before gaining contact information. Also distracts reps that are also taking calls. Many prank ...