TeamSupport Messaging & Live Chat Reviews

We have a small team here, and we really didn't need a huge amount of features. We wanted something simple and cost effective an Snap engage has been the PERFECT solution! We are on the 4 rep business plan and it fits our needs.

Not really many cons here. We really enjoy the software!

I really really liked this software since the chat system is simplified and controlled for me to get just up to 3 chats from our website at a time. the notification and alerts about idle chats and the option to disconnect unwanted chatters is really a plus.

least thing I liked about this is that there are just really limited option but it is a simplified chatting system and still is very useful

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).

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

I like the ability to transfer chats to other team members and send attachments to the website visitor. Makes my job much more efficient in helping the client.

The new interface is awesome but there's a small learning curve to know where all the functionality is at.

Users and customers loved using snapengage. The features worked and so did the integrations.

The product was so successful it cannibalized our other contact channels that were more cost effective for the company. Doing complicated sales over chat is not ideal.

Inexpensive, very robust feature set as well as security compliance.

It would help if there was an accessibility study provided for the agent, customer and administrator portals. The Robo chat is just getting started and doesn't have much for configurability, yet. The admin console needs to get rearranged to make it more intuitive.

I love how easy it was to set up and customize this software. It didn't take much training to have my agents ready to go on it!

It could use a bit more reporting features, but it seems they are adding new things all the time. I would love an easy way to track missed chats (the ones that get transferred to another), the ability to delete bad chat surveys (we get a lot of students messing around on the chat and then rating our agents badly), and a way for the transcript to be sent easily to the customer.

The ease of use. It was easy to set up on our website, and it is easy to use everyday. Our customers love to be able to text in their questions without having to call and speak to someone.

I really don't have anything that I dislike about the software. It works great.

In my 2 years of work experience in my current company nothing compares with SnapEngage. It enables our customer to contact our support team anytime they visit the website wherein any customer query are answered and addressed. It is very useful with the team in providing excellent customer service. After opening the website chat buttons will appear, it will not just make our customer feel that we are with them it also open the door to a customer and merchant relation.

Most of our customers take it in a negative way finding the chat buttons more annoying than that from being useful. But aside from that nothing else.

Very easy to install and set up. There are great features like user-sharing, automated messaging, timed delay, and more. Share with multiple users and multiple sites and access easy live and offline times.

Unless you have headphones in or your volume on, it's difficult to realize when there is a new chat. There are not desktop notifications (from what I can tell) and if you have multiple browsers open, it's easy to overlook a new chat.

I love the UI - it's easy and straightforward. We're on the basic plan but it works for what we need; I love the Sneak Peek feature (naturally), it's easy to transfer chats and also love all the info that we're given when the user comes in, ie, referring URL, IP address, location within our system, etc.

They need to add an easy transcript email option as many other providers have them and would be handy. Also in the sound effects, one is a crying baby - let's be honest, no one likes that one. Would also be nice for all agents to see how many chats others are handling and not have that be just an admin feature - we're a small team so we're all super equal in our efforts and this would be valuable to everyone, not just the account owner.

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.

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.

Easy to use
Versatile and Functional
Able to have a whole sales team
Chat Bot is very useful
Can customise look and feel which is great for us
Integrate with email and other features

Would like a hubspot integration ideally, but is not necessary for what it says it does.

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.

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.

Ease of use, ease of integration into our website

Once in a while the system will glitch and bounce around to the different operators when waiting for a client response.

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).

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

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

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