TeamSupport Messaging & Live Chat - Avis

Messagerie rapide

Commentaires : On poursuivra notre abonnement sans souci

Avantages :

On peut se connecter de n’importe où et être plusieurs en conversation

Inconvénients :

Rien du tout ne me convient pas c’est parfait

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.

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.

snapengage productivity

Commentaires : Increased productivity. Improved customer service. Reduced response times. Full transcript of each chat message. Secure and reliable.

Avantages :

by introducing the snapengage system we have reduced calls to our helpline by 60% and yet we keep more customers happy becuase we can attend to their queries immediately, rather than waiting for someone to call them back. With each support agent being able to handle multiple support requests means our productivity and customer service have dramatically improved.

Inconvénients :

For us there have been no downsides at all... the integration was quick and easy and the system works very well.

SnapEngage

Commentaires : Overall, SnapEngage has given us a great opportunity to interact directly with our customers across Europe, it integrates with the systems we are already using, and it's metrics and reporting help us identify areas for improvement and levels of engagement internally.

Avantages :

SnapEngage was very easy to setup and test, within an hour we were setup and testing the system with a couple of users. From there it was straightforward to scale, and roll out to other countries across Europe.

Inconvénients :

Can be difficult to know what features are included in your subscription, especially when new ones are added.

A partner in customer satisfaction

Commentaires : We chose SnapEngage after a long review. Our support people like it, so I like it.

Avantages :

It's easy to install. It is configurable to our needs. It works very well across multiple domains and sub-domains, uniting our chat in a single dashboard. Works well with our analytics.

Inconvénients :

There's nothing I can think of that we don't like about it. I guess there are some times when chat doesn't appear in a web browser due to user configuration, but I don't think there's much that can be done about that.

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.

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.

Flawless...from setup and launch to customer support

Commentaires : We engaged with SnapEngage chat in order to offer our customers an additional method of contacting us, instead of the phone. Chat offers us the opportunity to document, get needed minutia details from our customers about any issues they are having. It's so much better than the phone which is inconsistent quality, takes much longer to get the needed details, etc.

Avantages :

Easy to work with the support team of SnapEngage. Though they are infrequently needed, as the software just works, their support staff is quick to respond and always has the answers.

Inconvénients :

Can't think of anything at all. It's Outlook that won't obey my rule and not send every 10th notification to my junk folder!

Good messaging software overall but needs mobile support

Commentaires : Good software overall and good technical support. We had to contact them on a number of issues at initial setup, and, we were quickly enough directed to solutions.

Avantages :

As a general messaging / support tool it works very well. We have our knowledgebase in Wordpress and they make it very easy to search for topics and send links or even re-direct customers to the right page. It took us a few days to get the software setup how we wanted, but, there are a lot of options.

Inconvénients :

The software does not work on mobile for support agent. It does work fine on mobile for customers. But, this is a big issue for us and we will continue to look for an alternative software if we can find one. But, so far, we have not. The ability to have your own wordpress knowledgebase and search through that is a pretty unique feature. But, they need mobile support for agents.

Love Snapengage

Commentaires : Biggest no brainer addition to my practice.

Avantages :

Best software I have used. Has allowed us to increase engagement with our patients. Many of our patients schedule through the portal as well as we are able to give information to them increasing their comfort and the likelihood they come in. It is also easier to answer simple questions through hippa compliant chat as opposed to having to take time to call my patients.

Inconvénients :

I really dont have a con other than my notifications dont work on my computer so I have to leave the sound on. This makes for interruptions with my patients. Would also love an app on my phone.

Happy customer

Commentaires : Adding SnapEngage to our website has given us a much higher conversion rate from visitor to lead providing a constant stream of warm enquiries for our sales teams. We are very happy with the service we receive and will continue to be a customer.

Avantages :

I really like the layout and ease of use, Everything is easily accessible. When required I can quickly add or edit shortcuts which are immediately available for the rest of the team. I can see what's happening with my team at a glance.

Inconvénients :

Would like to be able to "read along" with chats that my team are having. This would be a huge benefit when training new staff etc.

SnapEngage: Oh Snap!

Commentaires : SnapEngage is a fantastic software and the best of the chat platforms we have tried.

Avantages :

I absolutely LOVE using SnapEngage for work. Having a chat available on our website has been a game changer for us. We are able to communicate easily and now faster with customers and potential users.

Inconvénients :

We had a brief issue with the SalesForce integration but it was resolved via some persistant chat agents on the SnapEngage end.

Fully customizable chat agent

Commentaires : Our clients like being able to chat with us, it is quickly becoming the main way clients communicate​ with us.

Avantages :

Customizable, easy to get started, and able to handle most of our needs for the price.

Inconvénients :

Admin site can be difficult to navigate​ and find the settings you are looking to change.

Awesome Chat Service!

Commentaires : It has been great so far! As our team becomes more comfortable with it I am sure it will only get better.

Avantages :

It is easy to use and alerts you if you have been inactive for a time that you set. Meaning- if you are not at your desk it takes you offline which is great so you are not getting live chats if no one is available. You can customize the chat box to match your website or company theme which is also great! The attention to detail is amazing. Being a chat service, they also have amazing customer service available via chat that has been a life saver to answering some questions and keeping our service as attentive as we would like it.

Inconvénients :

It took me awhile to fully learn how to navigate the site. I am still learning some of its features everyday. I have now learned how to pretty much navigate everything I need, and am discovering new features available as I am getting more comfortable with it.

excellent service

Avantages :

The support is amazing. Since we have been using the service we have only gone down once, the support team at SnapEngage were on the issue super quick, kept us updated, had it resolved quickly. The next day they sent us a summary of what happened, what was done and why. Excellent service!

Inconvénients :

I'd really like searchable databases and logs. Pulling specific agent/customer info is sometime laborious. Info can be pulled if logs are converted to Excel first but this is not always and quick and easy as the rest of system.

Very happy with functionality and value

Avantages :

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.

Inconvénients :

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

Engage in a Snap!

Commentaires : Overall, I think the tool is a great resource. We only have 1-2 people using/monitoring it from out end, but can see how resourceful it could be for teams with more people (i.e. call centers, sales teams, etc.)

Avantages :

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.

Inconvénients :

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.

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

Good Service but not a Standout Platform

Commentaires : It's been positive and live chat has had a great effect on the number of interactions we have with clients regularly.

Avantages :

Fairly easy to use and very trackable for our team.

Inconvénients :

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.

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.