TeamSupport Messaging & Live Chat Reviews

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.

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.

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

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

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.

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.

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.

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

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

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

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

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

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

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.

I like how easy it is to use. You can see the beginning of a prospect's response (so you have to be careful not to reply until they finish typing!) and it is a great way to interact with customers and prospective customers.

No real cons. One time a few years ago they enabled calls without telling us and some creepy guy called me unexpectedly - we were able to shut it off quickly! Otherwise, I don't love the new interface as much as the older version.

Once we selected SnapEngage, we were able to implement it and get it working on the site within days. It is user friendly from our chat agent perspective, and it adds a lot of value for our customers who want to quickly chat to find out an answer without picking up the phone to call us! It's intuitive on both ends!

We didn't have many issues with the software. The only thing we'd desire is more chat agents within our package, but we could achieve that by upgrading (and paying more) for a larger package.

My company uses this service and it's done fine by us for years. It gets the job done, with only the occasional hiccup. I'm also enjoying the new beta view, which is a cleaner and prettier look.

Sometimes odd errors can happen, like a conversation won't sync up with our other integrated program, or it will take extra long. This is rare though, and usually their support is on the case quickly.

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.

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.

Ease of use, ease of integration into our website

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

- It can be personalized
- It can has a good report/tracking and can be integrated for further evaluation
- It is very interactive (the sharing of pictures - screenshot is a plus)
- The pop-up notification is golden !!!

- Once the level of conversation is reached all other discussion are missed
- Also chat user can just decide to disconnect and the chat will go as unanswered

Easy to use, easy to implement. Easy to maintain. Good UX from both sides. A lot of variable when to show, where to show (pop up).

We don't have cons at the moment at functionality level where we use it.

Very user friendly. Great reporting. Emails you with offline chats.

Nothing really. I am not super tech savvy and I am able to do everything I need to on my own.

It allows our applicants to easily contact us while looking at our website

The sync to Salesforce is a little clunky

Very easy to use. Great layout. The analytics allows me to see how fast we are getting to our prospects.

I really don't have anything to complain about. I am a big fan of the software.

I like the ability to transfer chats to other team members and send attachments to the website visitor. Makes my job much more efficient in helping the client.

The new interface is awesome but there's a small learning curve to know where all the functionality is at.

I liked that it was easy to deploy in our environment.
Love the Slasforce integration
Fantastic support.

No way to export analytical data to Salesforce
No bots
Occasionally chat routing will freeze, requiring the refresh of the client page

the software is very easy to setup and use.

Can't really think of anything that we don't like about SnapEngage. It's a great product.