What is SnapEngage?
SnapEngage is an omnichannel customer engagement platform designed to enhance and streamline customer interactions for businesses of all sizes. Since its inception in 2008 by two software engineers, SnapEngage has been dedicated to providing a seamless and effective way for companies to communicate with their customers.
Key Features and Functionality
Omnichannel Engagement
SnapEngage allows businesses to engage with their customers across multiple platforms, including social media (Twitter, WeChat, Facebook Messenger), SMS, and other mobile-optimized chat channels. This ensures that businesses can interact with their prospects and customers wherever they are most active.
Advanced Chat Capabilities
- Proactive Invitations: Automatically invite visitors to chat, ensuring agents focus only on engaged visitors.
- Chatbot Integration: Utilize chatbots to capture leads and guide customers even when human agents are unavailable.
- File Sharing: Enable agents and visitors to share files and images directly within the chat window.
- Offline Forms: Allow visitors to leave messages for agents to address later when they are offline.
Customization and Branding
- Design Studio: Use an intuitive WYSIWYG editor to fully customize chat boxes, pre-chat/offline forms, and buttons to match your brand’s look and feel.
- Customizable Chat Widgets: Personalize chat widgets with your logo and images to enhance the user experience.
Integrations
SnapEngage seamlessly integrates with a wide range of popular CRM, help desk, and project management tools, including:
- Salesforce
- HubSpot
- Zendesk
- Help Scout
- Basecamp
- Jira
- TOPdesk
- UserVoice
- Microsoft Dynamics Cloud
These integrations help in streamlining sales and support workflows by sending chat data to these platforms.
Analytics and Reporting
- Advanced Reporting: Use detailed analytics to measure performance, including agent performance reports and visitor tracking analytics.
- Customer Information: View customer information to better understand and meet their needs.
Security and Compliance
- GDPR Compliance: Ensure data protection with GDPR-compliant features.
- HIPAA Compliance: Specifically for the health industry, SnapEngage offers a HIPAA-compliant solution called HealthEngage to secure patient communications.
Additional Features
- Co-Browsing: Allow agents to browse the website alongside visitors to provide more effective support.
- SMS-to-Chat: Enable visitors to start a chat via text message.
- Canned Responses: Use pre-defined responses to save agents time and maintain a consistent tone.
- Queue Management: Manage chat queues efficiently to ensure timely responses.
- Agent Scheduling: Schedule agents to ensure optimal coverage.
- Sneak Peek: See what visitors are typing in real-time to prepare responses.
Ease of Use and Deployment
SnapEngage is easy to set up, taking only 30 seconds to sign up and install on your site. It is a web-based solution that does not require any downloads, making it accessible and user-friendly for teams to communicate with customers effectively.
In summary, SnapEngage is a robust and versatile customer engagement platform that offers a wide array of features to capture leads, enhance customer support, and streamline business operations across various industries. Its ease of use, extensive integrations, and advanced customization options make it an ideal solution for businesses looking to improve their customer interaction strategies.