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.

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.

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.

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.

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

- on the admin end, things sometimes look a little outdated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

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.

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

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

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.

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.

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

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

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.

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

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

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

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

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

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.

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

The phone app could use some work while on the road

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.

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

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.

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.

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

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

Fairly easy to use and very trackable for our team.

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.

It a nice feature, the new interface is nice.

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

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.

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

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.

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