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

"Reliable, User-Friendly Chat Service"

What do you like best? SnapEngage is so easy to use. When I started working from home as a customer support agent, I didn't really know what I was doing. Thankfully, my company was using SnapEngage, which was very simple to set up and use right away. There are some advanced features and they are adding new features all the time. Customers seem to easily use it and enjoy being able to chat with us live, as opposed to the ticketing system, which can take longer to get responses. It also ...

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

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

"great way to connect with prospects and customers"

What do you like best? SnapEngage allows our team to connect with our incoming leads and existing customers in real-time. We use it for customer success, lead development, and overall communication. What do you dislike? SnapEngage has limited engagement compared to other support teams. Recommendations to others considering the product: Make sure that everyone on your team is in sync in regards to how to use SnapEngage in the most optimal way as possible. What problems are you solving with ...

"Good Tool for Lead Gen/Engagement"

What do you like best? Reporting is great, helping teams understand their metrics and where to improve. Only notifies agents after the chat has been responded to. What do you dislike? The distribution system. It isn't logical - if an agent's chat window pops open for ANY visitor, they are taken out of the round robin. This creates lopsided chat distribution because it is based on VISITS and not ENGAGEMENT. What problems are you solving with the product? What benefits have you ...

"Handy chat tool, great for support"

What do you like best? SnapEngage is easy to use, and it provides good background information on customers that contributes toward solving support requests. What do you dislike? There's a lack of integration (or limited integrations) with other support tools we use, preventing seamless use across all tools, which can be frustrating. Recommendations to others considering the product: SnapEngage is an easy to use tool (for support and customers), and seems like it would be great for teams of ...

"SnapEngage Review"

What do you like best? I like the live time chat feature. It's helpful to us as a company and to our customers to get fast, real time responses from actual humans. What do you dislike? I think the overall dashboard needs to be updated. It looks outdated and not extremely user friendly. Recommendations to others considering the product: I would recommend SnapEngage to others. What problems are you solving with the product? What benefits have you realized? We use the chat feature and help ...

"An in-app chat function that gets the job done and is easy to install"

What do you like best? It was a breeze to install. I do not know HTML and I was able to get this on our application without engaging our product development team, which was a huge win. What do you dislike? The interface is not modern or clean. It feels clunky and slow at times. Recommendations to others considering the product: Really consider the look/feel you're looking for. I believe that creating a great experience for your Admin users when engaging with your product is invaluable. ...

"Easy to use, great tool for customer service"

What do you like best? Easy to use and install, customer service was always very helpful What do you dislike? More customization options would be nice. Recommendations to others considering the product: If you need an online chat support option for your website, use SnapEngage! The tracking and analytics are a great feature as well. What problems are you solving with the product? What benefits have you realized? We allowed visitors to contact us right away from the website, as opposed to ...

"If you need an integrated chat solution for your existing site, SnapEngage is definitely at the top!"

What do you like best? I like that there are more options than just the basics. Gives you a good way to upload files, create profiles and do full HTML. Not something a lot of other chat programs offer. Also has a design that is easy to understand and doesn't throw you in circles. Has a good methodology overall, and doesn't clutter up everything with extras you don't want or can't use for you site. Does a nice job of fitting in with other CRMs and the API is coded immensely well from ...

"Switched to SnapEngage from LivePerson and Have Been Very Happy"

What do you like best? We worked with LivePerson for about three years, but had become disappointed with their reporting features once they switch to a new online platform. SnapEngage was a refreshing change. The 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. I would like to see some integration with Google Analytics, but it sounds like that could ...