SnapEngage Reviews in May 2025: User Ratings, Pros & Cons

Allowing us to help people find the solutions they are looking for

PROS: SnapEngage gives you a good way to upload files, create profiles and do full HTML, which is not something a lot of other chat programs offer. Also has a design that is easy to understand. It doesn't clutter up everything with extras you don't want or need. It works well with other CRMs and the API is coded immensely well too. CONS: Nothing I can think of at the moment

"SnapEngage Todo!"

What do you like best? I like how you’re able to customize the customer support experience when using the chat feature when interacting with customers. What do you dislike? I don’t have any dislikes at the moment. What problems are you solving with the product? What benefits have you realized? I use this feature along with Zendesk. I like how we can make it our own by matching it to our brand.

"great way to connect with prospects and customers"

What do you like best? SnapEngage allows our team to connect with our incoming leads and existing customers in real-time. We use it for customer success, lead development, and overall communication. What do you dislike? SnapEngage has limited engagement compared to other support teams. Recommendations to others considering the product: Make sure that everyone on your team is in sync in regards to how to use SnapEngage in the most optimal way as possible. What problems are you solving with ...

"Good Tool for Lead Gen/Engagement"

What do you like best? Reporting is great, helping teams understand their metrics and where to improve. Only notifies agents after the chat has been responded to. What do you dislike? The distribution system. It isn't logical - if an agent's chat window pops open for ANY visitor, they are taken out of the round robin. This creates lopsided chat distribution because it is based on VISITS and not ENGAGEMENT. What problems are you solving with the product? What benefits have you ...

"Great Sales Chat - Excellent Support, Integrations, and Acquisition Tracking"

What do you like best? The Salesforce.com integration has been a game-changer for our organization. Being able to count on the chat leads automatically being entered into our CRM and all of the pertinent info about the lead mapping over correctly is a huge convenience. What do you dislike? I do wish the chat notifications were more disruptive and lasted longer. Sometimes, if my agents aren't staring at their screen all of the time, it can be easy to miss a chat. Recommendations to others ...

"Not Perfect, But Nothing Is. "

What do you like best? Easy to record sessions and send these to clients in recap emails. What do you dislike? Finding a particular recorded session later on is tedious. You need to add a way to easily search recordings in a better UI (similar to what Administrators see). What problems are you solving with the product? What benefits have you realized? Hosting webinars to train our clients on using our software.

"Handy chat tool, great for support"

What do you like best? SnapEngage is easy to use, and it provides good background information on customers that contributes toward solving support requests. What do you dislike? There's a lack of integration (or limited integrations) with other support tools we use, preventing seamless use across all tools, which can be frustrating. Recommendations to others considering the product: SnapEngage is an easy to use tool (for support and customers), and seems like it would be great for teams of ...

"Works well"

What do you like best? Snapengage is an effective way to live chat What do you dislike? Keyboard shortcuts can be quite confusing What problems are you solving with the product? What benefits have you realized? We use SnaEngage to live chat with clients from our website. We help people connect directly with someone when they have questions.

"SnapEngage Review"

What do you like best? I like the live time chat feature. It's helpful to us as a company and to our customers to get fast, real time responses from actual humans. What do you dislike? I think the overall dashboard needs to be updated. It looks outdated and not extremely user friendly. Recommendations to others considering the product: I would recommend SnapEngage to others. What problems are you solving with the product? What benefits have you realized? We use the chat feature and help ...

"Excellent Tool"

What do you like best? This software is very user friendly which makes us more available to customers What do you dislike? My dislikes are more with company requirement than the software itself. What problems are you solving with the product? What benefits have you realized? This allows the customer immediate access to a sales rep to get problems solved.