SnapEngage offers a range of solutions designed to help businesses transform their customer engagement. With Sales solutions, organizations can engage and convert inbound traffic into qualified leads, and with their Support solutions, businesses can boost customer satisfaction and lower cost-per-interaction. The platform is of course designed to integrate with other third-party applications including CRM and Help Desk and even Social Media platforms.
With offices both in the United States and Germany, SnapEngage was originally founded in 2008 in Huntsville, Alabama. SnapEngage also offers a fairly unique pricing structure, with a Self-Service plan offering most functionality for a simple upfront cost, or a Full-Service solution that will be custom-tailored to your business, and its exact needs. SnapEngage offers service both in the U.S. as well as in Europe, with data centers hosted in both locations.
SnapEngage Pricing and Services
|Easy to Install||Yes||Yes|
|No Ugly Pop-Up||Yes||Yes|
|Hours of Operation||Yes||Yes|
|Simple Offline Forms||Yes||Yes|
|Flexible Assignment Rules||Yes||Yes|
|Advanced Chat Portal|
|Comprehensive Visitor Information||Yes||Yes|
|Easy Chat Transfers||Yes||Yes|
|Knowledge Database Integrations||Yes||Yes|
|Agent Priority Tiers||No||Yes|
|Agent Tag Routing||No||Yes|
|SMS-to-Chat ($25-$35/mo per line)||Yes||Yes|
|Secure Data Transfer||No||Yes|
|Configurable Click-to-Chat Buttons||Yes||Yes|
|Reporting & Analytics|
|In-App Reporting Tools||Yes||Yes|
|Real-Time Activity Monitoring||Yes||Yes|
|Google Analytics Integration||Yes||Yes|
|Chat Transcript Data||Yes||Yes|
|EU-US Privacy Shield||Yes||Yes|
|Secure Data Transfer / PCI Compliance||No||Yes|
|Access Rules / User Permission Settings||No||Yes|
Pricing and Plans
Self Service – From $99/mo
- 5 Team Members
- Essential Chat Tools
- Basic Integrations
- Design Studio
- All features listed above
Full service – Custom Plan, Requires Quote
- HIPAA-Compliant Chat Option
- Account Success
- Custom Contracts
- Advanced Integrations
- All features listed above
Editor’s Bottom Line of SnapEngage
There’s one thing for sure if your business is searching for a completely custom-made and tailored Live Chat solution, then SnapEngage is potentially your best go-to a solution on the market. With their Full-Service plan, SnapEngage will work directly with your organization to determine the exact features and functionality that are necessary for your team. This alone is one of SnapEngage’s strongest aspects, setting them apart from the competiton. However, it’s important to recognize that SnapEngage might not be the most cost-effective solution, with their Self-Serve plan coming in at $99 per month while only providing service for 5 team members.
While the Self-Service solution might be more costly than other options on the market, SnapEngage does not place many feature limitations on their service. Your organization still gains access to unlimited website support, persistent chats, flexible assignment rules, custom design options, and multiple widgets just to name a few key features. The provider does specifically limit security features, however. Secure Data Transfer, PCI Compliance and HIPAA Compliance, as well as password rules and audit logs are limited to only Full-Service solutions. Therefore, if your business is privacy conscious, or in an industry governed by regulations, the Full-Service offering will be your only option.
SnapEngage’s platform definitely leans more towards the higher end of the market, better suited for large teams or a Live Chat support department at a larger organization. Despite this, SnapEngage offers an impressive feature list with some unique functionalities including persistent chat across devices, and social discovery, which enables agents to learn more about a visitor they are chatting with by searching for their social media profiles based on their email address. Other powerful features like Team Chat for internal collaboration and Co-Browsing with visitors help further set the solution apart.
One truly unique offering that is unseen elsewhere on the market SnapEngage’s SMS-to-Chat functionality. For an extra monthly charge, SMS-to-Chat enables your business to converse with customers in real-time, directly from their cell phone. Instead of utilizing an in-app or website embedded chat, the customer can simply SMS text message a specific support phone number, and your organization’s representative will receive the messages in their SnapEngage app just like any other interaction. This does cost extra monthly, and SnapEngage will provide organizations with phone numbers for the service if necessary.
Overall, SnapEngage offers a very robust platform with advanced functionality and impressive features. Their pricing structure definitely leans towards the Enterprise end of the market, but a custom tailored solution puts SnapEngage in a class of its own.