SnapEngage

PROS & CONS

What are the best aspects of this product?

The proactive chat helps us reach out to customers, especailly those who might be ready to log off our website before completing a purchase. It's also a super easy way for our customers to send us an email during our off-hours. My team likes the convenience of shortcuts and the "go to" function as well.

What aspects are problematic or could work better?

It doesn't always work well in Internet Explorer, sadly.

What specific problems in your company were solved by this product?

We're able to answer quick questions for our customers who don't want to spend too much time on the website and definitely don't want to take the time to call.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

The design is starting to feel a bit dated and clunky. Also, they still use shockwave which is about to be/is already deprecated.

What specific problems in your company were solved by this product?

We use it for all of our chat communication with our customers. It has become a necessity for us to get our work done as efficiently as possible.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

SnapEngage comes complete with all the reports we need and we get to know what the visitor does when they get to the site. If the report we need is not available, all the data is exportable for us to build ourselves. Integration with Salesforce is very easy and we get outstanding training and implementation support.

What aspects are problematic or could work better?

I have nothing to dislike about at the moment.

What specific problems in your company were solved by this product?

We discovered that before the opportunity is created, if chat occurs anywhere in the funnel, the average conversion rate for our product is 22%. Because of this, after implementation, we've doubled our license count and sitewide availability of chat.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

SnapEngage makes the proactive chat process so fluid, letting us engage our customers more frequently and enjoy significantly more revenue in the process. New features are being released on a frequent basis. From my perspective that's important because I think it should be a primary for SaaS software providers.

What aspects are problematic or could work better?

Every once in a while,my customers experience an annoying issue where their space bar does not work.

What specific problems in your company were solved by this product?

Since we are a small retailer, having SnapEngage helps us reduce friction by showing that there are great people willing to help them solve their problems.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

When someone is on my website and has a question, they can click a button on the side of the webpage and talk to me right away easily.

What aspects are problematic or could work better?

I wish the disconnect time was longer than 60 minutes. That's really the only thing that I don't like.

What specific problems in your company were solved by this product?

Customer service, sales and tech support have been looked after much better as it helps engage with our customers and possible prospects better and on a personal level.

Are you a current user of this product?

Yes