Avis clients sur TeamSupport Messaging & Live Chat

It's very easy to use as well as setup. Engaging tool that allows our team to engage with both customers and prospects alike. It's very easy for people on the site to engage with our sales and customer service team.

Wish it was easier to set schedules so that someone is always on line. It's an oversight sometimes and we don't always realize that no one is online and people that are trying to chat with a rep have to send an email because we don't have anyone online.

It's easy-peasy to set up and customize the widgets to fit one's requirements in the business. It can also be integrated with different platforms. We use SnapEngage with our 3 major tools without any conflicts and with ease that it only took us not even a day to design, test and roll out. Customer service team is also responsive and very helpful in resolving any issues or answering any inquiries.

It doesn't allow remote access to the users. We've had instances where our staff forget to log out of the tool and even admins can't kick them out - which causes for offline messages to still come in instead of it being unavailable. Also, it would be better if we can pull up historical logs of messages by custom date instead of using Export periods.

Snap engage is great for integrating into other products and great for their chat service. It's easy to use.

It can be buggy. There have been many times where the service has gone down, tickets are not created, chats are reassigned or disappear.

- customizability (added feature since our time using it)
- reporting
- user experience

- on the admin end, things sometimes look a little outdated
- recently the price went up significantly for people used to having multiple businesses/users
- not integration with social media messaging

Weekly stats feature is very helpful in generating overall and individual reports. You can easily see your ratings at a glance. The user interface has a lot of useful options for different types of notifications, which is really helpful if you have several tasks that you need to handle at the same time. History of chats is also very useful for reviewing what has taken place in a chat conversation.

Nothing really. As a user, this software is really very easy to use.

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.

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 proactive chat feature is best I highly recommend it to clients because it increases engagement with potential clients

No Mobile app for chat agents. being able to chat with potential clients on the go would be a huge feature.

I love the ability to easily set up proactive chats and also create your own rules to have shortcuts for repeated answers.

Setting up agents intially can be a bit tricky to get everyone on and set up tiers and such but once done it's good to go.

The amazing support of the customer service team and the new interface makes it easier than ever to customize and to use.

I like everything about SnapEngage since the new interface has been launched.

The software itself is very easy to use. It's all web-based so our employees can use it at any PC or from home. It has a very slick back-end and tons of analytics. It's light years ahead of where we came from.

This isn't really a con, since it's industry standard, but our small shop doesn't have a dedicated chat team. Our employees are constantly multi-tasking, so the notification system when there's a chat waiting would be best if it didn't rely on the browser's notification system. All browsers notification systems are pretty lackluster. The little flyout box pops up for maybe 8 seconds, then disappears. If one of our employees isn't looking at their computer screen when that pops up, they don't know there's a chat waiting. It also doesn't work for internal chats (team chat) either. If we miss the notification, we don't know someone is trying to talk to us.

Easy to work with the support team of SnapEngage. Though they are infrequently needed, as the software just works, their support staff is quick to respond and always has the answers.

Can't think of anything at all. It's Outlook that won't obey my rule and not send every 10th notification to my junk folder!

As a general messaging / support tool it works very well. We have our knowledgebase in Wordpress and they make it very easy to search for topics and send links or even re-direct customers to the right page. It took us a few days to get the software setup how we wanted, but, there are a lot of options.

The software does not work on mobile for support agent. It does work fine on mobile for customers. But, this is a big issue for us and we will continue to look for an alternative software if we can find one. But, so far, we have not. The ability to have your own wordpress knowledgebase and search through that is a pretty unique feature. But, they need mobile support for agents.

SnapEngage has improved significantly in the years I have used it. Lots of reports for our staff to look at. Great that it's web based. Tons of great features and it looks good with the customization available.

The back end is a little clunky at time. We often have problems with our staff knowing when a chat has come in, but that is probably a bit of our own issue.

I really like the layout and ease of use, Everything is easily accessible.
When required I can quickly add or edit shortcuts which are immediately available for the rest of the team. I can see what's happening with my team at a glance.

Would like to be able to "read along" with chats that my team are having. This would be a huge benefit when training new staff etc.

I absolutely LOVE using SnapEngage for work. Having a chat available on our website has been a game changer for us. We are able to communicate easily and now faster with customers and potential users.

We had a brief issue with the SalesForce integration but it was resolved via some persistant chat agents on the SnapEngage end.

Customizable, easy to get started, and able to handle most of our needs for the price.

Admin site can be difficult to navigate​ and find the settings you are looking to change.

SnapEngage is relatively easy to use, and the simplicity of the functionality allows us to work quickly and uphold our SLAs.

When it comes to tools and functionality, I find SnapEngage to be a bit behind some other tools that and more advanced and have more options.

Easy to use and setup, we selected it because of the range of other platforms it integrates with (which of course are the ones we also use). The integration is easy and just seems to work.

Some of the upgrades have deprecated some of our implementations and we have to make changes to our implementations to support the upgrades.

The software provides a simple user friendly dashboard, and timely notifications of who visits your site. The email log of conversations that have taken place right after you wrap up is useful and allows you to easily forward on to anyone else that may need to see it.

I don't think its a software issue, but I often get '[email protected]' when someone logs in to the software and I'm wondering if there is a way to have the email address as a mandatory requirement to speak with an agent.

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

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

Fairly easy to use and very trackable for our team.

When something is paused by one of our sales people, if the website visitor is already on the site they can still message the sales person and they can miss that message. In addition, we can't figure out how to require fields be filled out (name, email, question) while still using proactive chat.

It a nice feature, the new interface is nice.

Implementation could be easier. Also it operates funny on modals.

I love the opportunity to speak with customers as well as capture new lead information. Customers can order on the fly or ask me to charge their card for a delivery and it takes just a minute.

Showtimes it doesn't load properly, and the screen isn't as easy to use.

Learning how to use it was so easy which made implementation really quick with virtually no learning curve. This software is HIPAA compliant so it allows the opportunity to provide medical advice, accept pictures, and even collect payment information right through the chat window! Our patients absolutely love this feature.

I haven't come across anything that I'm unhappy with.