By business.com editorial staff, business.com Writer | Updated Nov 18, 2018
SnapEngage is an international company with offices in Berlin, Germany and Boulder, Colorado. This rapidly growing enterprise chat software company’s customers include PBS, T-Mobile, Thompson Reuters, Dish, Sotheby’s and MeetUp, along with many more names you would recognize. SnapEngage offers powerful business chat features that work well for larger implementations. Just about everything, including the chat windows, buttons, agent photos and customer messages, is customizable, and the corporate chat company is always happy to help.
SnapEngage integrates well with workflow applications. These applications include customer relationship management (CRM), social media, help desk and eCommerce tools. And, if you are using an application that SnapEngage does not currently support, your developers can help. The application programming interface (API) is open and customizable. Your IT experts can easily add your preferred applications to SnapEngage, giving you the best of both software programs. SnapEngage routinely integrates with expert applications rather than duplicating the functionality inside the chat application. For instance, sales-conversion and staffing-prediction reports are available, along with a wealth of other information, through Google Analytics. But, the same information may not be available unless you are prepared to use a third-party application.
Your chat service can be deployed across multiple websites, and it can be run on all platforms including mobile devices. Real-time translation is not offered, although you can implement the SnapEngage software in any of over 30 languages. Pricing is also a little different than other enterprise live chat software. Most other programs charge based on the concurrent seats you are using. For example, you may have 30 agents, but only 20 work at any one time. While you might expect to pay for 20 seats, SnapEngage’s pricing model is for named agents and it charges for every operator you set up. In this model, you would be paying for every one of those 30 agents. However, at prices less expensive than all but one of the applications in our enterprise chat software review, SnapEngage is still a good value.
To meet the requirements of the international market it serves, SnapEngage’s security meets rigorously high standards. Routine support is available by chat, phone and text message over extended hours that cover support for the both sides of the Atlantic. While this is not 24/7 service, critical issues are addressed 24 hours a day, wherever you live.
SnapEngage has a different approach from the other enterprise chat software in our review. It depends heavily on integrating to the expert applications you’re probably already using. Research and development is focused on improving the basic application, ensuring secure processes and supporting customers. If your organization is already using the easily integrated applications that SnapEngage focuses on, you may find this chat application to be a robust and affordable service.