SnapEngage

Logiciel de support en ligne (chat) pour les équipes de vente et de support

4,6 /5 (107 avis) Donnez votre avis !

SnapEngage - Présentation

Description du logiciel SnapEngage

Le logiciel de support en ligne de SnapEngage permet aux entreprises de toutes tailles du monde entier de mieux interagir avec les visiteurs de leur site web. SnapEngage est conçu pour les équipes de vente et de support et propose des fonctionnalités uniques et innovantes pour aider les entreprises entreprenantes à accroître la satisfaction de leurs clients et à convertir davantage de leads.

Toutes les secteurs d'activité sont desservis, y compris : logiciel/SaaS/technologie, e-commerce et commerce de détail, voyage et hôtellerie, immobilier, santé, assurance, gouvernement et municipalités, éducation, organismes à but non lucratif et plus encore.

SnapEngage - Présentation

Prix

À partir de
16,00 $US/mois

Types de licence

Essai gratuit
Abonnement
Rapport qualité-prix

SnapEngage - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
États-Unis, Canada, Royaume-Uni, Australie, Inde et 4 autres, Japon, Allemagne, Brésil, Mexique
Langues
allemand, anglais, arabe, chinois (simplifié), chinois (traditionnel) et 17 autres, coréen, danois, espagnol, finnois, français, hongrois, hébreu, italien, japonais, norvégien, néerlandais, polonais, portugais, russe, suédois, tchèque, turc

Médias

SnapEngage features advanced analytics and reporting tools in the Admin Dashboard.
Access agent settings, priority tiers, shortcuts, chat assignment and more directly from the online Admin Dashboard.
Innovative Design Studio features a flexible, easy-to-use WYSIWYG editor to create fully customized chat experiences that match your brand and website. Design Studio features a gallery of color palettes to help you get started - or create your own!
Comprehensive analytics and reporting tools give users in-depth insight into chat metrics and performance.
The online Chat Portal features an array of tools to help agents perform their best. Features include desktop/sound notifications, Team Chat, visitor geolocation, shortcuts, knowledgebase lookup, customized settings, and more.
Vidéo de SnapEngage Vidéo de SnapEngage Vidéo de SnapEngage Capture d'écran pour SnapEngage : SnapEngage features advanced analytics and reporting tools in the Admin Dashboard. Capture d'écran pour SnapEngage : Access agent settings, priority tiers, shortcuts, chat assignment and more directly from the online Admin Dashboard. Capture d'écran pour SnapEngage : Innovative Design Studio features a flexible, easy-to-use WYSIWYG editor to create fully customized chat experiences that match your brand and website. Design Studio features a gallery of color palettes to help you get started - or create your own! Capture d'écran pour SnapEngage : Comprehensive analytics and reporting tools give users in-depth insight into chat metrics and performance. Capture d'écran pour SnapEngage : The online Chat Portal features an array of tools to help agents perform their best. Features include desktop/sound notifications, Team Chat, visitor geolocation, shortcuts, knowledgebase lookup, customized settings, and more.

SnapEngage - Avis

SnapEngage - Avis

Note globale
4,6
/
5
Excellent
69

Très bien
32

Moyen
6

Médiocre
0

Mauvais
0

Rapport qualité-prix
4,5
Fonctionnalités
4,4
Simplicité d'utilisation
4,6
Support client
4,6
94% des utilisateurs recommandent cette application
Josh E.

SnapEngage is an important part of my day to day routine


Traduire avec Google Translate
Richard M.

SnapEngage for a Small Software Company

We love SnapEngage. It makes communicating with website visitors, customers, and potential customers painless and crisp. The Chat window and proactive Chat look great on our site and allow us to engage with customers without appearing too pushy. We have been able to head-off much confusion from customers and calls into our Support Center by quickly and easily answering their questions as soon as they have them. The data we have gathered from our live Chats have allowed us to efficiently reorganize our website and transform our messaging in all mediums. Sales have only gone up since we instituted SnapEngage.


Traduire avec Google Translate
Utilisateur vérifié

Will be a great product once it fully works

Not the best experience in my opinion, we were one of the companies that beta tested the new hub for them but we were not told we were beta testing the site, so the issues we had from the beginning were a HUGE headache. Would have loved if the company was up front and honest about that but they were not.


Traduire avec Google Translate
Rita S.

Good Chat widget to add to your website

By adding the SnapEngage widget on our website we were able to increase the number of enquiries and start better conversations with our clients. we


Traduire avec Google Translate
Daniel C.

SnapEngage does what we need it to do, but the software isn't perfect

We often had visitors coming to our site without engaging with a demo request form or reaching out to our tech support team. After we implemented chat, our agents regularly send support requests to IT as a ticket, and we receive leads a few times a week. We are able to catch leads more easily this way. The proactive chat is especially helpful for this.


Traduire avec Google Translate
Josh E.
Traduire en français
Traduire en français

SnapEngage is an important part of my day to day routine

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 18/10/2017
Provenance de l'avis : Capterra

Avantages

Super easy to use and lots of settings so that I can make the chat functions work best for me. Proactive chat is a game changer for me, and it helps me capture leads that I otherwise wouldn't have the opportunity to connect with. It's also a very efficient way to answer questions via our website. It adds a very personal touch to strengthen the overall customer experience.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Richard M.
Secteur d'activité: Services et technologies de l'information
Taille de l'entreprise: 11-50 employés
Traduire en français
Traduire en français

SnapEngage for a Small Software Company

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 25/02/2020
Provenance de l'avis : Capterra

We love SnapEngage. It makes communicating with website visitors, customers, and potential customers painless and crisp. The Chat window and proactive Chat look great on our site and allow us to engage with customers without appearing too pushy. We have been able to head-off much confusion from customers and calls into our Support Center by quickly and easily answering their questions as soon as they have them. The data we have gathered from our live Chats have allowed us to efficiently reorganize our website and transform our messaging in all mediums. Sales have only gone up since we instituted SnapEngage.

Avantages

SnapEngage works great for quick communication with customers and visitors to your site. My favorite component of the setup is the ability to tailor Chat windows and proactive messaging depending on the specific page the customer or website visitor is visiting. We can have different questions and suggestions posed to customers depending on exactly what they are looking at, at that specific time. If they are in the online store we can ask them exactly what products they are looking at and what might work best for them. If they are on an informational page we can ask more open-ended questions to get the conversation started. It works great.

Inconvénients

Sometimes the transfer of a Chat conversation from one agent to another can be "clunky". Sometimes it takes awhile and appears disjointed to the customer on the Chat with the agents.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 9.0/10

Utilisateur vérifié
Secteur d'activité: Appareils médicaux
Taille de l'entreprise: 51-200 employés
Traduire en français
Traduire en français

Will be a great product once it fully works

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 11/04/2019
Provenance de l'avis : Capterra

Not the best experience in my opinion, we were one of the companies that beta tested the new hub for them but we were not told we were beta testing the site, so the issues we had from the beginning were a HUGE headache. Would have loved if the company was up front and honest about that but they were not.

Avantages

Ease of use inside the hub *as long as it is working* looks very nice once logged in and the admin screens are nice to see what agents are on at what time and how long they are active, really helps with scheduling.

Inconvénients

The hub does not always work properly, there are many glitches that need to be fixed including the ability for the software not to crash when a new chat comes in. The customization feature could be a little bit more customize able for routing chats to teams/widgets instead of just one agent. BIGGEST CON - your year starts the day you sign the contract before you have even logged into the system or gotten any kind of training even scheduled on how to use the tool. It took us almost 2 months to complete our training because the trainer was booked up and we were charged for those 2 months and we were not even using the software.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 4.0/10

Rita S.
Secteur d'activité: Hôtellerie
Taille de l'entreprise: 51-200 employés
Traduire en français
Traduire en français

Good Chat widget to add to your website

Logiciel utilisé tous les mois pendant plus d'un an
Publié le 09/08/2019
Provenance de l'avis : Capterra

By adding the SnapEngage widget on our website we were able to increase the number of enquiries and start better conversations with our clients. we

Avantages

Easy to use from as a customer and as a company. All analytics available when you log into the back end of the website, you can check the log of all conversations had. It is very user friendly so no need for intense training

Inconvénients

we wish that this integrated with the CRM we use, Hubspot as it would be great to be able to see the interactions with customers via snap engage on the contact's timeline on Hubspot CRM. Never the less, we still use Snap Engage and love it!

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Daniel C.
Secteur d'activité: Logiciels
Taille de l'entreprise: 11-50 employés
Traduire en français
Traduire en français

SnapEngage does what we need it to do, but the software isn't perfect

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 11/04/2019
Provenance de l'avis : Capterra

We often had visitors coming to our site without engaging with a demo request form or reaching out to our tech support team. After we implemented chat, our agents regularly send support requests to IT as a ticket, and we receive leads a few times a week. We are able to catch leads more easily this way. The proactive chat is especially helpful for this.

Avantages

The software was fairly simple to implement and hasn't caused any problems on our WordPress website. Managing multiple chats isn't difficult. I appreciate the chat stats report with metrics for visitors to the website who contact us. There are many options for managing the proactive chat. The price has also been very reasonable for the duration of our time using it. When I can contact a support agent, they are very helpful and interested in making sure we can get the most out of our seats.

Inconvénients

The proactive chat designing interface is a little difficult to work with and unintuitive at first. I don't have to use it often, so every time I return to it, I have some trouble. Unless you go in a bit of a roundabout way, it can be confusing to get in touch with a support agent. The backend of the website is not very easy to navigate. Some of the menus and menu items are nested in a way that isn't obviously intuitive. It needs to be cleaned up a bit. And SnapEngage needs to offer a way to get in touch with a support agent more quickly and easily. I don't usually have time to sift through several articles when troubleshooting an urgent issue. Currently, their IP blocking setup doesn't allow an admin to properly ban visitors who harass our agents - I need to contact support if I want an effective, permanent ban. Like most things in the product, the functionality is there, but the interface and steps to perform it are a bit out of sync.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 6.0/10

Recommandation utilisateur
9/10
Basé sur 107 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

SnapEngage - Prix

SnapEngage - Prix

À partir de
16,00 $US/mois
Essai gratuit
Abonnement
Rapport qualité-prix
Rapport qualité-prix
4,5/5
Basé sur 107 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

SnapEngage - Fonctionnalités

SnapEngage - Fonctionnalités

API
Alertes et remontée des problèmes
Chat
Communication multicanal
Enquêtes et feedback
Gestion de la base de connaissances
Gestion des flux de travail
Gestion des tickets de support
Intégration CRM
Intégration de tiers
Intégration des e-mails
Intégration des médias sociaux
Messagerie instantanée
Monitoring
Notifications automatiques
Portail libre-service
Rapports et statistiques
Stratégie de marque personnalisable
Surveillance en temps réel
Tableau de bord d'activités
Fonctionnalités
4,4/5
Basé sur 107 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

SnapEngage - FAQ

SnapEngage - FAQ

Voici quelques-unes des questions fréquentes sur SnapEngage.

Q. Quels sont les types de licence disponibles pour SnapEngage ?

Types de licences disponibles pour SnapEngage :

À partir de: 16,00 $US/mois

Type de licence: Abonnement

Essai gratuit: Disponible

Q. Quelles sont les principales fonctionnalités du logiciel SnapEngage ?

Nous n'avons pas d'informations sur les fonctionnalités de SnapEngage.

Q. Qui utilise SnapEngage ?

Utilisateurs habituels du logiciel SnapEngage :

PME, Grandes entreprises, Auto-entrepreneurs, Entreprises de taille moyenne

Q. Dans quelles langues SnapEngage est-il disponible ?

Langues dans lesquelles SnapEngage est disponible :

allemand, anglais, arabe, chinois (simplifié), chinois (traditionnel), coréen, danois, espagnol, finnois, français, hongrois, hébreu, italien, japonais, norvégien, néerlandais, polonais, portugais, russe, suédois, tchèque, turc

Q. Quels sont les types de licence disponibles pour SnapEngage ?

Types de licences disponibles pour SnapEngage:

Abonnement

Q. SnapEngage prend-il en charge les appareils mobiles ?

Nous n'avons pas d'informations sur les appareils pris en charge par SnapEngage.

Q. Avec quelles applications SnapEngage peut-il s'intégrer ?

Applications s'intégrant à SnapEngage :

Bitium, Bizible, Freshdesk, HappyFox, Help Scout, Hootsuite, HubSpot Marketing Hub, PUBLITRAC, Zendesk, amoCRM

Q. Quelles sont les ressources d'aide disponibles pour SnapEngage ?

Ressources d'aide disponibles pour SnapEngage :

FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo