Logiciel de support en ligne (chat) pour les équipes de vente et de support4.6/5 (105 avis)
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.
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.
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.
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.
We just love SnapEngagement. We have been using the software on our websites since 2012. The customer service is top notch and the accessibility of the chat features for our on the go team is a huge plus. Unlike automated services, I am able to put my team in front of potential clients. As a law firm, it is a huge plus for someone seeking legal guidance for their businesses, to be able to ask quick questions and feel like they have accessibility to someone with knowledge. It allows us to close the gap and retain the leads until our attorneys get back to them. From this, we have high conversion rates. The program always pays for itself the first month of the fiscal year. SnapEngagement has been a part of our team for many years and we look forward to continuing to use SnapEngagment for many more.
The software is easy to use, customizable, and accessible on the go. My team loves it and we have a high conversion rate with legitimate leads. It allows actual on team staff to interact with potential clients and that, unlike automated chat services or third-party services, adds significant value in the "closing" process.
I do not have many bad things to say. It would be a stretch for me to say something I dislike here.
We used SnapEngage for our web chat feature for a little over a year, and we had a positive experience with the platform. We discontinued using the application due to some changes on our website, but this discontinuation had nothing to do with anything on the SnapEngage side. The web chat portal is very easy to use and understand. An administrator does not need to have any coding skills to customize this feature. SnapEngage provides several options and features for users to get the most out of their experience. It also provided the best integrations to other applications. Of all of the web chat applications we tried out, SnapEngage was the clear winner.
SnapEngage is easy to use and understand with no coding experience required. Their web chat portal has many features and benefit that allow for more flexibility than other web chat applications. SnapEngage also has the option of no annual contracts, great support, and several API's that can integrate with other applications such as Microsoft Dynamics CRM.
The script that we received from SnapEngage and put on our websites did cause our website to take longer to load when the web chat feature was activated. The slower load time was the only negative issue we saw with the web chat feature.
As the administrator for this software, I have always felt that the support is very good and timely, although we have had some technical issues in the past that went unresolved-- "We'll refer this to our design team," etc.
SnapEngage has always been easy to use, even with ongoing updates and added features. The proactive chat and the different options for controlling the chat box pop-up has always been a favorite feature of mine. There are many qualifications that can be placed on visitors to determine whether a proactive chat is appropriate, such as a first-time visit to the site, a prolonged period of time spent on a webpage, a certain access point on the website, etc.
I do not like that the proactive chat does not allow a box for customer/patron contact info, such as email. We have many proactive chats that go unanswered if the customer exits to another software on our site while the proactive chat is engaged. We lose a lot of chat interaction.
Great chat tool with exceptional value - works just the way we want it to and is perfect for our small team. Hoping a few features get added to the roster soon but other than that, no complaints! Support team is phenomenal as well.
I love SnapEngage's interface - it's easy to use and gives you a lot of really valuable information straight out of the gates - user's time zones, IP, OS, Browser, as well as tracks the URL within your site as they navigate. Transferring chats is easy, the admin tools are great for tracking customer feedback, response times, and other really useful analytics.
I don't like that users cannot send themselves a transcript of a chat - this is a pretty common feature in most chat systems so I would think they'd add it by now. I also think it'd be great if there was a whisper mode so that admin/managers can see/watch chats and whisper to the agents - this would make training new users infinitely easier.
Voici quelques-unes des questions fréquentes sur SnapEngage.
Types de licences disponibles pour SnapEngage :
À partir de: 16,00 $US/mois
Type de licence: Abonnement
version d'essai gratuite: Disponible
Nous n'avons pas d'informations sur les fonctionnalités de SnapEngage.
Utilisateurs habituels du logiciel SnapEngage :
Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, PME
Langues dans lesquelles SnapEngage est disponible :
arabe, chinois (simplifié), chinois (traditionnel), tchèque, danois, néerlandais, anglais, finnois, français, allemand, hébreu, hongrois, italien, japonais, coréen, norvégien, polonais, portugais, russe, espagnol, suédois, turc
Types de licences disponibles pour SnapEngage:
Appareils pris en charge par SnapEngage :
Applications s'intégrant à SnapEngage :
Bitium, Bizible, Freshdesk, HappyFox, Help Scout, Hootsuite, HubSpot Marketing, MindTouch, PUBLITRAC, Zendesk
Ressources d'aide disponibles pour SnapEngage :
FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo