I recently implemented SnapEngage on the thermal label site I run, SmithCorona.com. After a brief free trial, I went ahead with a year long business subscription that runs around $49 a month. The service provides the technology, analytics, and logging for proactive customer chatting on the site. My package allows for four separate chat agents with cool individual head shots. See an example here (I’m in the bottom corner annoying you about ribbons and labels!):
I find proactive chat annoying on websites. Well, it turns out I’m in the minority. Our customers have embraced it on this site. Roughly 15% of all customers engage with our agents and this looks to be improving conversion rates. The high usage is probably due to the site’s B2B nature. Our buyers are accustomed to ordering directly with inside sales reps over the phone. I think the chat bridges the gap to eCommerce.
I am a programmer myself but still found SnapEngage’s implementation process a huge selling point. To get SnapEngage up and running on your site all you have to do is paste four lines of code into your templates. There are cheaper solutions I could program myself, but I would never be able to get the logging and analytics. To boot, maintenance would be a nightmare.
We have had a couple small design issues with the chat window sliding behind different parts of our layout (even with proper z-index in the CSS), but overall we have been very happy with the software. I highly recommend it for businesses that have the resources to have an agent available most the day via chat and businesses that have customers who are used to talking to someone before making a purchase.
Chris over at SnapEngage followed up with some help on my display issues. Here are a couple links that solve the issue: