SnapEngage Review: chatting about the weather
Don't be surprised if one of SnapEngage's staff starts talking the weather when you are on their website. That's because their chat console not only shows them where you are in the world but also the current weather conditions. This way you'll certainly never run out of topics.
Apart from this little gadget you can also get some serious business done with SnapEngage. It's extremely easy to use for you and your employees. The most efficient way to use it is through their web interface. To learn more about it take a look at these screenshots:
|Chat interface||Snapengage's templates||Stats and reports|
Click the images to get a larger view
Snapengage recently changed their pricing, removing not only the free option but also the Basic plan. Their cheapest plan now starts at $49 per month.
Our SnapEngage rating in detail
|Ease of use||Not difficult to set up. Some of the menus look a bit dated though, which doesn't add to the user experience.|
|Setup||Add the code snippet to your website. If you change the appearance of the chat client you will have to re-insert the code to your website.|
|Appearance customization||You can choose from different buttons or upload your own one. Intro texts can't be customized. Should have more options.|
|-Chat client (that customers use)||The chat window can be moved around and looks great. Chat agents can use their photo to make the chat more personal. Offers a call-back feature.|
|-Chat agent console / use of instant messengers (IM)||Either use the new web client or a third party instant messenger (e.g. Skype or GTalk). Not a whole lot of fancy features in the web client but it works. Warns you before it goes into idle mode.|
|-Proactive chats & triggers||Can be initiated automatically after a certain amount of time and depending on the page visited. Cannot be started manually, which is a drawback. A trigger can be set if no agent responds in time.|
|-Offline mode||Will act as a contact form but can also be hidden.|
|-Shortcuts / canned messages||Canned messages can be set up easily in the web client. Works in your instant messenger as well.|
|-Create chat protocols||Yes||Transcripts can be created and emailed to a pre-defined address.|
|Tracking & live analytics||Visitor details will only be visible once the chat request has been sent.|
|Internationalization||A lot of different languages for chat buttons are available. For multilingual sites you would have to insert different HTML codes to your site.|
|Integrations||Yes||Integrates with Batchbook, Basecamp, Highrise, Salesforce, Zendesk and many others. An API is available.|
|-Working in a team||Yes||Chats can be transferred from one agent to another via the web interface or their command syntax|
|-Mobile support||Yes||Works with iPhone and Android (e.g. IM+ and GTalk)|
|-Cobrowsing||Yes||Direct your visitor to certain pages. Cobrowsing commands can be set up using Shortcuts .|
|-SSL||Yes||From their Startup price plan|
|-Ban users||Yes||Visitors can be banned. If blocked they won't be able to start a chat for 30 days.|
|-Log creation||Yes||Creates transcripts for all conversations|
|Support||Live chat, email and FAQ||Overall excellent personal support, the help section also covers the most important topics.|
|Uncluttered and easy to use. If you can do without live analytics go for it!|
© ChatToolTester Matrix
SnapEngage is definitely an interesting option. Compared to tools like Zopim and Olark we are missing an analytics function combined with a possibility to manually start a chat. However, many of you probably won't even miss this option.
One thing they have going for them is the cobrowsing feature (similar to screensharing). Most of the other live chat tools had to remove it when Firefly, an external provider, stopped supporting them. SnapEngage is the only live chat software we know that is still offering it.
Its strengths are definitely ease of use and their very efficient web client that gives easy access to all the important functionalities. Visitors can even request a phone call that will then be routed through SnapEngage's infrastructure (USA and Canada only). If all that sounds good to you, simply give it a go!
04 Dec 2017 - Some general updates
19 May 2014 - Added information on cobrowsing
27 Sep 2012 - Pricing update: Free, Startup and Basic plan have been removed.
16 Aug 2012 - Initial tests
Last updated: 04 Dec 2017 | Robert Brandl
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