There are many aspects of SnapEngage that I like.
1 - It is easy to use and navigate. At the end of every chat the chatter is given the opportunity to rate me and this gives me immediate feedback from customers and potential customers.
-- You can even attach files to send to the chatter.
2 - At the very beginning of the chat they tell you where the chatter is chatting from and also shows you a map with a pointer at where your chatter is, e.g., New York City, New York.
3 - SnapEngage is very easy to customize with only a few simple steps. You can even set the type of sound for different types of alerts.
4 - Their customer service is beyond reproach when I have had issues or problems using the system.
5 - I love the Stats summary on the home page. It tells me the average response time, the average length of chats, the total chats and the average customer satisfaction score. It also tells me if the scores when up from the previous day or down. You gotta love it!
-- Also, after a chat is closed a transcript is sent to my email, so I have it for future reference if needed.
6 - Every Monday I receive a weekly summing of the number of online chats, number of offline/emails, the number of answered chats and the number of missed chats. Don't forget to put your chat on pause when you leave your computer. The report is more detailed and you have to see it to appreciate the amount of informational data they give you.
7 - Since the software does not reside on your computer, you can turn it on anywhere. In the office, in your home office and while on a business trip.
1 - I would like the calendar to stay on longer. Sometimes I forget to look at it right away as I am in a hurry to respond to the chat.
SnapEngage is really a great system and I can't say enough good things about it.
1 - Because SnapEngage is available from any computer, I don't have to be in my office to service customers and answer their questions. Immediate response to customers versus back and forth emails, is much more efficient and sometimes is the difference between getting the order or not getting the order.
2 - When I go on business trips, I can still stay in communication with my customers.