Avis clients sur TeamSupport Messaging & Live Chat

SnapEngage is an important part of my day to day routine

Avantages :

Super easy to use and lots of settings so that I can make the chat functions work best for me. Proactive chat is a game changer for me, and it helps me capture leads that I otherwise wouldn't have the opportunity to connect with. It's also a very efficient way to answer questions via our website. It adds a very personal touch to strengthen the overall customer experience.

SnapEngage for a Small Software Company

Commentaires : We love SnapEngage. It makes communicating with website visitors, customers, and potential customers painless and crisp. The Chat window and proactive Chat look great on our site and allow us to engage with customers without appearing too pushy. We have been able to head-off much confusion from customers and calls into our Support Center by quickly and easily answering their questions as soon as they have them. The data we have gathered from our live Chats have allowed us to efficiently reorganize our website and transform our messaging in all mediums. Sales have only gone up since we instituted SnapEngage.

Avantages :

SnapEngage works great for quick communication with customers and visitors to your site. My favorite component of the setup is the ability to tailor Chat windows and proactive messaging depending on the specific page the customer or website visitor is visiting. We can have different questions and suggestions posed to customers depending on exactly what they are looking at, at that specific time. If they are in the online store we can ask them exactly what products they are looking at and what might work best for them. If they are on an informational page we can ask more open-ended questions to get the conversation started. It works great.

Inconvénients :

Sometimes the transfer of a Chat conversation from one agent to another can be "clunky". Sometimes it takes awhile and appears disjointed to the customer on the Chat with the agents.

Easy Peasy ChitChat

Commentaires : I can definitely rate this on a scale from 1 - 10 ... probably, an 8; I actually like this app and I still continue to use it from time-to-time.

Avantages :

I think it's most important features are positively exercised by producing an excellent messaging/chat experience.

Inconvénients :

Probably the fact that it kept on lagging; I don't understand why it continued to do such a thing but it did seem to bother me somewhat.

Will be a great product once it fully works

Commentaires : Not the best experience in my opinion, we were one of the companies that beta tested the new hub for them but we were not told we were beta testing the site, so the issues we had from the beginning were a HUGE headache. Would have loved if the company was up front and honest about that but they were not.

Avantages :

Ease of use inside the hub *as long as it is working* looks very nice once logged in and the admin screens are nice to see what agents are on at what time and how long they are active, really helps with scheduling.

Inconvénients :

The hub does not always work properly, there are many glitches that need to be fixed including the ability for the software not to crash when a new chat comes in. The customization feature could be a little bit more customize able for routing chats to teams/widgets instead of just one agent. BIGGEST CON - your year starts the day you sign the contract before you have even logged into the system or gotten any kind of training even scheduled on how to use the tool. It took us almost 2 months to complete our training because the trainer was booked up and we were charged for those 2 months and we were not even using the software.

Good Chat widget to add to your website

Commentaires : By adding the SnapEngage widget on our website we were able to increase the number of enquiries and start better conversations with our clients. we

Avantages :

Easy to use from as a customer and as a company. All analytics available when you log into the back end of the website, you can check the log of all conversations had. It is very user friendly so no need for intense training

Inconvénients :

we wish that this integrated with the CRM we use, Hubspot as it would be great to be able to see the interactions with customers via snap engage on the contact's timeline on Hubspot CRM. Never the less, we still use Snap Engage and love it!

SnapEngage does what we need it to do, but the software isn't perfect

Commentaires : We often had visitors coming to our site without engaging with a demo request form or reaching out to our tech support team. After we implemented chat, our agents regularly send support requests to IT as a ticket, and we receive leads a few times a week. We are able to catch leads more easily this way. The proactive chat is especially helpful for this.

Avantages :

The software was fairly simple to implement and hasn't caused any problems on our WordPress website. Managing multiple chats isn't difficult. I appreciate the chat stats report with metrics for visitors to the website who contact us. There are many options for managing the proactive chat. The price has also been very reasonable for the duration of our time using it. When I can contact a support agent, they are very helpful and interested in making sure we can get the most out of our seats.

Inconvénients :

The proactive chat designing interface is a little difficult to work with and unintuitive at first. I don't have to use it often, so every time I return to it, I have some trouble. Unless you go in a bit of a roundabout way, it can be confusing to get in touch with a support agent. The backend of the website is not very easy to navigate. Some of the menus and menu items are nested in a way that isn't obviously intuitive. It needs to be cleaned up a bit. And SnapEngage needs to offer a way to get in touch with a support agent more quickly and easily. I don't usually have time to sift through several articles when troubleshooting an urgent issue. Currently, their IP blocking setup doesn't allow an admin to properly ban visitors who harass our agents - I need to contact support if I want an effective, permanent ban. Like most things in the product, the functionality is there, but the interface and steps to perform it are a bit out of sync.

Trusted since 2012

Commentaires : We just love SnapEngagement. We have been using the software on our websites since 2012. The customer service is top notch and the accessibility of the chat features for our on the go team is a huge plus. Unlike automated services, I am able to put my team in front of potential clients. As a law firm, it is a huge plus for someone seeking legal guidance for their businesses, to be able to ask quick questions and feel like they have accessibility to someone with knowledge. It allows us to close the gap and retain the leads until our attorneys get back to them. From this, we have high conversion rates. The program always pays for itself the first month of the fiscal year. SnapEngagement has been a part of our team for many years and we look forward to continuing to use SnapEngagment for many more.

Avantages :

The software is easy to use, customizable, and accessible on the go. My team loves it and we have a high conversion rate with legitimate leads. It allows actual on team staff to interact with potential clients and that, unlike automated chat services or third-party services, adds significant value in the "closing" process.

Inconvénients :

I do not have many bad things to say. It would be a stretch for me to say something I dislike here.

The best chat solution we've found

Commentaires : We've tried several chat solutions over the years and found SnapEngage to be the most feature rich, easy to use, and best value available. Highly recommended.

Avantages :

Tons of customization features. Their proactive chat feature is especially useful for us. The fact that it can be tuned to show specific message on certain pages allows us to provide a more personal chat experience while still using automation to reduce workload.

Inconvénients :

I preferred the old interface prior to their latest refresh/redesign, but that's more a matter of preference.

Customer Experience

Commentaires : Very good and quick answer

Avantages :

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

Inconvénients :

The phone app could use some work while on the road

Review for support messaging & live chat

Avantages :

Its easy to use.Always having easy connectivity.they have very good costumer support team.i have been using this app for 8 months nw.

Inconvénients :

Very rarely hangs.but sitll one othe best app to be used for live chat

Quality Web Chat Feature

Commentaires : We used SnapEngage for our web chat feature for a little over a year, and we had a positive experience with the platform. We discontinued using the application due to some changes on our website, but this discontinuation had nothing to do with anything on the SnapEngage side. The web chat portal is very easy to use and understand. An administrator does not need to have any coding skills to customize this feature. SnapEngage provides several options and features for users to get the most out of their experience. It also provided the best integrations to other applications. Of all of the web chat applications we tried out, SnapEngage was the clear winner.

Avantages :

SnapEngage is easy to use and understand with no coding experience required. Their web chat portal has many features and benefit that allow for more flexibility than other web chat applications. SnapEngage also has the option of no annual contracts, great support, and several API's that can integrate with other applications such as Microsoft Dynamics CRM.

Inconvénients :

The script that we received from SnapEngage and put on our websites did cause our website to take longer to load when the web chat feature was activated. The slower load time was the only negative issue we saw with the web chat feature.

Fantastic customer service

Commentaires : It has changed our experience, creating a better CX and streamlining processes for our agents. We have never experienced an outage. As a vendor, SnapEngage is easy to deal with and their approach is client-centered. Their responsiveness is greatly appreciated.

Avantages :

It was plug and play. SnapEngage dedicated an implementation specialist who trained the trainer and also provided webinars for the agents/users. The customer service is stellar, via chat (of course!) or phone. They not only provide documents and guides from th eknowledge base but the savvy agents walk you through the process, as needed. The design studio is intuitive and customizations are easy to make.

Inconvénients :

The chatbot has taken more time than expected in their roadmap. We were hoping to see it completely up and running before the fall.

Snappy way to interact with customers

Commentaires : Great! I haven't used other products, but I would recommend SnapEngage!

Avantages :

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.

Inconvénients :

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.

Excellent Chat Software

Commentaires : Overall, SnapEngage is worth the cost and will more than meet most live chat needs.

Avantages :

SnapEngage has improved significantly in the years I have used it. Lots of reports for our staff to look at. Great that it's web based. Tons of great features and it looks good with the customization available.

Inconvénients :

The back end is a little clunky at time. We often have problems with our staff knowing when a chat has come in, but that is probably a bit of our own issue.

Great chat software

Commentaires : 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.

Avantages :

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

Inconvénients :

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

Does what its supposed to, minimal learning curve.

Avantages :

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.

Inconvénients :

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.

User Friendly and has Key Integrations

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

Avantages :

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.

Inconvénients :

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.

good chat for 24/7 support

Avantages :

SnapEngage is relatively easy to use, and the simplicity of the functionality allows us to work quickly and uphold our SLAs.

Inconvénients :

When it comes to tools and functionality, I find SnapEngage to be a bit behind some other tools that and more advanced and have more options.

Solid Chat Agent for Small to Mid-size Businesses

Commentaires : Our experience was great. We needed a way to generate leads on our website and route customers to technical support when needed. The chat solved this challenge.

Avantages :

I helped setup SnapEngage on our website and style the chat button and chat box. It was very easy to setup and style. We were able to perfectly match our branding. They have plenty of options to customize the appearance of the chat button, box, and placement on screen, so I would assume it will work for everyone's needs. Setting up proactive chat was easy too. We customized proactive chat by page, with specific rules and pre-filled text. I only had to contact support for a few unique requests and they helped me instantly (one time I wanted to disable proactive chat based on IP so co-workers and I didn't have to see it while we are on the site all day).

Inconvénients :

I only have positive things to say about SnapEnage and how easy to use their solution is.

Lead SNAP

Commentaires : Product and support is made CUSTOMER TOWARD.
Support team is super friendly and helpful, they have helped with tech issues and leading where to find them if they were on our side.

Avantages :

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).

Inconvénients :

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

Great Chat Platform

Avantages :

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

Inconvénients :

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

Using SnapEngage for admissions purposes

Commentaires : The customer support team has been great!

Avantages :

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

Inconvénients :

The sync to Salesforce is a little clunky

Solid web chat SaaS

Avantages :

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

Inconvénients :

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

Does what it needs to do

Commentaires : 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.

Avantages :

It a nice feature, the new interface is nice.

Inconvénients :

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

Snap Engage is a Snap

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

Avantages :

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.

Inconvénients :

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