TeamSupport Messaging & Live Chat

4.6 (105)
Engage in impactful conversations

Overall rating

4.6 /5
(105)
Value for Money
4.5/5
Features
4.4/5
Ease of Use
4.6/5
Customer Support Software
4.6/5
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105 Reviews

Verified Reviewer
Overall rating
  • Industry: Hospitality
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Great Platform for Basic Chat

Reviewed on 28/01/2019

Pros

Very easy to install and set up. There are great features like user-sharing, automated messaging, timed delay, and more. Share with multiple users and multiple sites and access easy live and offline times.

Cons

Unless you have headphones in or your volume on, it's difficult to realize when there is a new chat. There are not desktop notifications (from what I can tell) and if you have multiple browsers open, it's easy to overlook a new chat.

Laura
Overall rating
  • Industry: Higher Education Software
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Easy to Use with Great Support!

Reviewed on 02/04/2019

As the administrator for this software, I have always felt that the support is very good and timely, although we have had some technical issues in the past that went unresolved-- "We'll refer this to our design team," etc.

Pros

SnapEngage has always been easy to use, even with ongoing updates and added features. The proactive chat and the different options for controlling the chat box pop-up has always been a favorite feature of mine. There are many qualifications that can be placed on visitors to determine whether a proactive chat is appropriate, such as a first-time visit to the site, a prolonged period of time spent on a webpage, a certain access point on the website, etc.

Cons

I do not like that the proactive chat does not allow a box for customer/patron contact info, such as email. We have many proactive chats that go unanswered if the customer exits to another software on our site while the proactive chat is engaged. We lose a lot of chat interaction.

Verified Reviewer
Overall rating
  • Industry: Real Estate
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Using Snapenage is easy!

Reviewed on 13/06/2018

Pros

Snap engage is great for integrating into other products and great for their chat service. It's easy to use.

Cons

It can be buggy. There have been many times where the service has gone down, tickets are not created, chats are reassigned or disappear.

Verified Reviewer
Overall rating
  • Industry: Consumer Services
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

10 Snaps for SnapEngage

Reviewed on 31/08/2018

Pros

It's easy-peasy to set up and customize the widgets to fit one's requirements in the business. It can also be integrated with different platforms. We use SnapEngage with our 3 major tools without any conflicts and with ease that it only took us not even a day to design, test and roll out. Customer service team is also responsive and very helpful in resolving any issues or answering any inquiries.

Cons

It doesn't allow remote access to the users. We've had instances where our staff forget to log out of the tool and even admins can't kick them out - which causes for offline messages to still come in instead of it being unavailable. Also, it would be better if we can pull up historical logs of messages by custom date instead of using Export periods.

Verified Reviewer
Overall rating
  • Industry: Hospitality
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Straightforward Chat Function for Businesses

Reviewed on 11/04/2019

We were looking for an easy way to install live chat on our websites. Snapengage has fit the bill and continued to improve over the years. However, the recent price increase has made me rethink our use of the product from time to time.

Pros

- customizability (added feature since our time using it)
- reporting
- user experience

Cons

- on the admin end, things sometimes look a little outdated
- recently the price went up significantly for people used to having multiple businesses/users
- not integration with social media messaging

Verified Reviewer
Overall rating
  • Industry: Consumer Electronics
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

Very Customizable

Reviewed on 12/09/2018

Pros

Weekly stats feature is very helpful in generating overall and individual reports. You can easily see your ratings at a glance. The user interface has a lot of useful options for different types of notifications, which is really helpful if you have several tasks that you need to handle at the same time. History of chats is also very useful for reviewing what has taken place in a chat conversation.

Cons

Nothing really. As a user, this software is really very easy to use.

Verified Reviewer
Overall rating
  • Industry: Medical Practice
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Easy to use and functional

Reviewed on 02/04/2019

Easy to use and easy to train whole teams to use. I would recommend if you have a large sales team and if you can integrate with your CRM.

Pros

Easy to use
Versatile and Functional
Able to have a whole sales team
Chat Bot is very useful
Can customise look and feel which is great for us
Integrate with email and other features

Cons

Would like a hubspot integration ideally, but is not necessary for what it says it does.

Verified Reviewer
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

SnapEngage Review

Reviewed on 02/04/2019

Experience is overall very good but desperately wished you had a mobile app for chat agents.

Pros

the proactive chat feature is best I highly recommend it to clients because it increases engagement with potential clients

Cons

No Mobile app for chat agents. being able to chat with potential clients on the go would be a huge feature.

Verified Reviewer
Overall rating
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software

Best and simplest live chat tool out there!

Reviewed on 11/03/2018

Pros

I love the ability to easily set up proactive chats and also create your own rules to have shortcuts for repeated answers.

Cons

Setting up agents intially can be a bit tricky to get everyone on and set up tiers and such but once done it's good to go.

Verified Reviewer
Overall rating
  • Industry: Management Consulting
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Amazing interface and stellar customer support

Reviewed on 02/04/2019

Pros

The amazing support of the customer service team and the new interface makes it easier than ever to customize and to use.

Cons

I like everything about SnapEngage since the new interface has been launched.

Anne
Overall rating
  • Industry: Information Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Love SnapEngage! A Fabulous Chat Tool.

Reviewed on 13/06/2017

Easy to use and implement chat software tool - their own support team is super responsive and helpful.

Pros

I love the UI - it's easy and straightforward. We're on the basic plan but it works for what we need; I love the Sneak Peek feature (naturally), it's easy to transfer chats and also love all the info that we're given when the user comes in, ie, referring URL, IP address, location within our system, etc.

Cons

They need to add an easy transcript email option as many other providers have them and would be handy. Also in the sound effects, one is a crying baby - let's be honest, no one likes that one. Would also be nice for all agents to see how many chats others are handling and not have that be just an admin feature - we're a small team so we're all super equal in our efforts and this would be valuable to everyone, not just the account owner.

Alex
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Solid chat platform with lots of features

Reviewed on 27/03/2019

Very happy with the platform. As a marketing agency we get to use the service for our own business and resell to clients. The flexibility of features and price plans is great. Slightly more expensive than some options but you get what you pay for. Customer support is superb.

Pros

Ease of use, customisation, ability to setup rules based on chat user behaviour

Cons

Nothing really. We have been a long standing customer and have watched SnapEngage grow into a really solid platform. Only small gripe would be the pricing changes which had an impact on us when we fell onto the wrong price plan, but they rectified it right away

Michael
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Amazing product!

Reviewed on 22/08/2019

Pros

This software is easy to use, filled with features, and simple to control with a single administrator. It offers features like screen sharing with customers, sending and receiving documents, multiple chats per operator, and snapshot information on customer's technical platforms (operating system, browser etc.) for ease in troubleshooting issues.

Cons

No real cons in over 3 years! Customer support is fast and friendly, and the product works as advertised.

Christophe
Overall rating
  • Industry: Leisure, Travel & Tourism
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Great chat software

Reviewed on 02/04/2019

We have been using snapengage for several year now and we are satisfied with the software as it has helped us assist our online visitors and converting queries into form catamaran cruises for our company that specilises in promoting online catamaran cruises on our beautiful island of Mauritius.

Pros

It allows us to interact with our customers and convert bookings as well as assist them.

Cons

It does not have an app. This would be an added feature that would help chat off mobile phones

Brandon
Overall rating
  • Industry: Online Media
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 7.0 /10

Customer Service through chat

Reviewed on 01/02/2017

SnapEngage is the platform that our company uses for all online chat interactions. The interface is quite simple to navigate and the system is very responsive. As far as an option, SnapEngage has them. There is a ton of customization available in the system settings and it is fairly easy to get started.

Pros

-Tons of options
-Ability to create canned responses
-Easy to use admin panel.

Cons

-Would prefer an application-based program instead of web-based. However, this is just personal preference.

Chad
Overall rating
  • Industry: Human Resources
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

User Friendly and has Key Integrations

Reviewed on 02/04/2019

Overall, our experience with SnapEngage has been very pleasant. Their support team is friendly and they strive to assist you any way they can.

Pros

The integration with Zendesk has been a game changer for us. We've opened up new channels for reporting based off of our chat and our support team has become much more efficient.

Cons

In regards to our support team, it can be tedious to rotate chat agents because you have to delete users and re-add them each time. It'd be nice if you could simply deactivate a chat agent or mark them as inactive somehow. Also, it'd be nice if we could re send chats to Zendesk if they originally failed to sync for some reason.

Verified Reviewer
Overall rating
  • Industry: Computer Software
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Great Live Chat Product

Reviewed on 15/04/2019

Overall experience has been great aside from it bouncing around to different operators with the same chat occasionally.

Pros

Ease of use, ease of integration into our website

Cons

Once in a while the system will glitch and bounce around to the different operators when waiting for a client response.

Pedro
Overall rating
  • Industry: Electrical/Electronic Manufacturing
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Customer Experience

Reviewed on 23/08/2022

Very good and quick answer

Pros

Easy to navigate and customize, keeps all customer information in one place for easy access.

Cons

The phone app could use some work while on the road

Verified Reviewer
Overall rating
  • Industry: Education Management
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Very happy with functionality and value

Reviewed on 02/04/2019

Pros

Easy to use and setup, we selected it because of the range of other platforms it integrates with (which of course are the ones we also use). The integration is easy and just seems to work.

Cons

Some of the upgrades have deprecated some of our implementations and we have to make changes to our implementations to support the upgrades.

Alicia
Overall rating
  • Industry: Financial Services Software
  • Company size: 51–200 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 9.0 /10

Engage in a Snap!

Reviewed on 02/04/2019

Overall, I think the tool is a great resource. We only have 1-2 people using/monitoring it from out end, but can see how resourceful it could be for teams with more people (i.e. call centers, sales teams, etc.)

Pros

The software provides a simple user friendly dashboard, and timely notifications of who visits your site. The email log of conversations that have taken place right after you wrap up is useful and allows you to easily forward on to anyone else that may need to see it.

Cons

I don't think its a software issue, but I often get '[email protected]' when someone logs in to the software and I'm wondering if there is a way to have the email address as a mandatory requirement to speak with an agent.

Joe
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 7.0 /10

Solid web chat SaaS

Reviewed on 02/04/2019

Pros

Customizable to your brand, integrations with Salesforce, easy to administrate

Cons

Not incredibly feature rich but it doesn't really need to be

Samson
Overall rating
  • Industry: Design
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 7.0 /10

Good Service but not a Standout Platform

Reviewed on 11/04/2019

It's been positive and live chat has had a great effect on the number of interactions we have with clients regularly.

Pros

Fairly easy to use and very trackable for our team.

Cons

When something is paused by one of our sales people, if the website visitor is already on the site they can still message the sales person and they can miss that message. In addition, we can't figure out how to require fields be filled out (name, email, question) while still using proactive chat.

Cristina
Overall rating
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 7.0 /10

Does what it needs to do

Reviewed on 02/04/2019

its been good. Customer service could use some improvement, I've had a few experiences where I've been treated like I'm stupid. Most of the reps are awesome though. Just one or two bad apples.

Pros

It a nice feature, the new interface is nice.

Cons

Implementation could be easier. Also it operates funny on modals.

Christine
Overall rating
  • Industry: Oil & Energy
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Snap Engage is a Snap

Reviewed on 12/04/2019

Overall, it has increased effectiveness of my team and made it easier on the customers, so I am very happy we engaged this software.

Pros

I love the opportunity to speak with customers as well as capture new lead information. Customers can order on the fly or ask me to charge their card for a delivery and it takes just a minute.

Cons

Showtimes it doesn't load properly, and the screen isn't as easy to use.

Jenna
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

It's easy to engage with SnapEngage!

Reviewed on 11/04/2019

We use SnapEngage to offer another alternative for working parents to connect with us. If they need medical advice or to make an appointment they can do it right from their computer and get a live person in our office. We have been so pleased with how easy to use this chat feature is for both our staff and patients. I would highly recommend this to other practices.

Pros

Learning how to use it was so easy which made implementation really quick with virtually no learning curve. This software is HIPAA compliant so it allows the opportunity to provide medical advice, accept pictures, and even collect payment information right through the chat window! Our patients absolutely love this feature.

Cons

I haven't come across anything that I'm unhappy with.