COMPANY: SnapEngage

SnapEngage offers enterprise chat software for sales and support teams. With over 21K users in 87 countries, our clients consistently capture more leads, increase CSAT/NPS and lower cost per interaction after implementing SnapEngage.

This product is:

For: Mid-sized companies looking for an easy to use, flexible live chat solution with multiple features.

Not for: Companies looking for advanced chatbot features.

Overall Score


Overall Score


SnapEngage Review

Review date: December 20th 2018

SnapEngage is a live chat software tool aimed at enterprise level businesses. SnapEngage have a focus on automating the live chat process to help you engage more customers and increase conversion rates. This means they have tried to simplify the integration process with bringing your CRM information into their platform. They also offer bot functionality so that customers can still have queries answered even when there are no agents online.

SnapEngage offer their customers multiple live chat features which makes them one of the best options if you’re looking for a pure live chat solution. These include advanced reporting and analysis, multiple integrations and customisable designs.

Benefits of SnapEngage

  • Chat windows are highly customisable, with an easy to learn and intuitive design studio
  • ‘Sneak Peak’ feature which allows you to see what the customer is typing in real time, before they hit send
  • Agents can communicate via SMS using the same portal as website live chat
  • Customisable post chat surveys
  • Offline forms and bots mean that website users can ask questions even when there are no agents online
  • Easily integrates with a range of existing workflow platforms including Salesforce and Hubspot
  • Multiple reports and analytics available including agent response times, customer satisfaction audience demographics to help you to optimise your customer engagements
  • Very easy to set up and install
  • Multiple tools are available to help you ensure you offer a good customer experience, including agent response times, chat durations and agent availability

What you should know about SnapEngage

  • Integrations are easy, but this platform does not integrate with as many platforms as some competitors

Expert Insights Verdict on SnapEngage

SnapEngage offer a live chat service which is very popular with customers. It’s not hard to see why, with a range of great features offered. Visitor tracking and analytics is comprehensive. You can view all aspects of the agent/customer relationship, including response times, agent availability and customer satisfaction. This is achieved by a customisable survey that will help you to better meet the needs of your customers. SnapEngage will also show you information about who your customers are, thanks to Google Analytics integration and its own visitor tracking. SnapEngage offer an easy to use Design Studio, which allows you to easily change the appearance of the chat window and modify what the conversation branches are when there are no available agents online.

SnapEngage is a good option for small to midsized teams. They offer cost effective pricing and admin functionality which makes it easy to manage a number of agents. As discussed, there are a range of reports available to show how well agents are performing. There is also the option for agents to swap customers to a different team member during the chat, so that they can speak to the best person to answer their question. The simplicity and ease of use of the SnapEngage service makes it a good option for companies looking for a live chat solution.

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SnapEngage Vendor Overview

SnapEngage offers enterprise chat software for sales and support teams. With over 21K users in 87 countries, our clients consistently capture more leads, increase CSAT/NPS and lower cost per interaction after implementing SnapEngage.

Employees on LinkedIn 34
Glassdoor Rating (8 reviews)
Founded 2009
Revenue $5 to $10 million (USD) per year
Headquarters Colorado, USA
Support Team Location(s) USA

SnapEngage Service Overview

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SnapEngage Features

Explore the features offered by SnapEngage.

SnapEngage Feautres

Feature Description
Visitor Tracking and Analysis Team capacity reports to show chat volumes, audit logs to see user accounts, real time agent activity monitoring, agent response times, chat survey ratings, visitor tracking with Google analytics integration
Customisation and Chat Features Design studio offers multiple customisation options. This includes multiple colour palettes, online and offline buttons, pre chat and online forms, white label options
Chat Administration Single sign on features, user based access rules and permissions
Integrations Easily integrates with a range of different platforms
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SnapEngage Pricing

Package Price
Business Plan $60
Plus Plan $140
Premium Plan $420
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Score Breakdown

Visitor Tracking and Analytics
Customisation and Chat Features
Chat Administration

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