What do you like best?
SnapEngage is so easy to use. When I started working from home as a customer support agent, I didn't really know what I was doing. Thankfully, my company was using SnapEngage, which was very simple to set up and use right away. There are some advanced features and they are adding new features all the time. Customers seem to easily use it and enjoy being able to chat with us live, as opposed to the ticketing system, which can take longer to get responses. It also integrates seamlessly with ZenDesk, our ticketing system, so that we can escalate chats to tickets easily, as well as make sure customers are getting the transcripts sent to them.
What do you dislike?
I have issues with uploading documents, screenshots, etc to send to customers and vice versa, so I usually end up having to open a ticket for anydocuments needed.
Recommendations to others considering the product
SnapEngage is a great live chat tool for companies who provide online, live chat support. Customers and support agents find it easy to use. The portal is minimal, but has exactly what you need and where you think it should be. Alerts are consistent and we have experienced very little down time. It also seams well with ZenDesk.
What business problems are you solving with the product? What benefits have you realized?
Customers are able to easily contact us and get a live person right away. We can answer questions and solve issues quickly and effectively, and it seems more efficient than phone conversations because I'm able to mult-task much better, as well as send web pages, links, email addresses, etc.