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TeamSupport Messaging & Live Chat

TeamSupport Messaging & Live Chat

What Is TeamSupport Messaging & Live Chat?

TeamSupport is a robust customer support solution designed to improve customer satisfaction, simplify workflows, and make agents’ lives easier. We empower teams of all sizes to consolidate channels, shorten time to resolution, collaborate with external departments, and garner valuable customer insights in one intuitive dashboard. TeamSupport is here to help agents tackle their most pressing challenges with a nimble solution that’s easy to learn and implement.

Who Uses TeamSupport Messaging & Live Chat?

TeamSupport empowers customer-focused businesses of all sizes looking to consolidate support channels, shorten time to resolution, and garner valuable customer insights in one intuitive dashboard.

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1 - 3

TeamSupport Messaging & Live Chat Reviews for Indian Users

Average score

Overall
4.6
Ease of Use
4.6
Customer Service Software
4.5
Features
4.4
Value for Money
4.4

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
66%
4
29%
3
5%
Josh
Josh
Director, Sales in US
Verified LinkedIn User
Consumer Electronics, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

The best chat solution we've found

5.0 6 years ago

Comments: We've tried several chat solutions over the years and found SnapEngage to be the most feature rich, easy to use, and best value available. Highly recommended.

Pros:

Tons of customization features. Their proactive chat feature is especially useful for us. The fact that it can be tuned to show specific message on certain pages allows us to provide a more personal chat experience while still using automation to reduce workload.

Cons:

I preferred the old interface prior to their latest refresh/redesign, but that's more a matter of preference.

Peter
Marketing Director in US
Verified LinkedIn User
Law Practice, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Trusted since 2012

5.0 6 years ago

Comments: We just love SnapEngagement. We have been using the software on our websites since 2012. The customer service is top notch and the accessibility of the chat features for our on the go team is a huge plus. Unlike automated services, I am able to put my team in front of potential clients. As a law firm, it is a huge plus for someone seeking legal guidance for their businesses, to be able to ask quick questions and feel like they have accessibility to someone with knowledge. It allows us to close the gap and retain the leads until our attorneys get back to them. From this, we have high conversion rates. The program always pays for itself the first month of the fiscal year. SnapEngagement has been a part of our team for many years and we look forward to continuing to use SnapEngagment for many more.

Pros:

The software is easy to use, customizable, and accessible on the go. My team loves it and we have a high conversion rate with legitimate leads. It allows actual on team staff to interact with potential clients and that, unlike automated chat services or third-party services, adds significant value in the "closing" process.

Cons:

I do not have many bad things to say. It would be a stretch for me to say something I dislike here.

Verified Reviewer
Verified LinkedIn User
Real Estate, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Using Snapenage is easy!

3.0 7 years ago

Pros:

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

Cons:

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

Steve
Director in UK
Verified LinkedIn User
Information Technology & Services, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

snapengage productivity

5.0 6 years ago

Comments: Increased productivity. Improved customer service. Reduced response times. Full transcript of each chat message. Secure and reliable.

Pros:

by introducing the snapengage system we have reduced calls to our helpline by 60% and yet we keep more customers happy becuase we can attend to their queries immediately, rather than waiting for someone to call them back. With each support agent being able to handle multiple support requests means our productivity and customer service have dramatically improved.

Cons:

For us there have been no downsides at all... the integration was quick and easy and the system works very well.

Mike
European Marketing Manager in UK
Verified LinkedIn User
Building Materials, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

SnapEngage

5.0 6 years ago

Comments: Overall, SnapEngage has given us a great opportunity to interact directly with our customers across Europe, it integrates with the systems we are already using, and it's metrics and reporting help us identify areas for improvement and levels of engagement internally.

Pros:

SnapEngage was very easy to setup and test, within an hour we were setup and testing the system with a couple of users. From there it was straightforward to scale, and roll out to other countries across Europe.

Cons:

Can be difficult to know what features are included in your subscription, especially when new ones are added.

Darren
President in US
Verified LinkedIn User
Computer Software, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

A partner in customer satisfaction

5.0 6 years ago

Comments: We chose SnapEngage after a long review. Our support people like it, so I like it.

Pros:

It's easy to install. It is configurable to our needs. It works very well across multiple domains and sub-domains, uniting our chat in a single dashboard. Works well with our analytics.

Cons:

There's nothing I can think of that we don't like about it. I guess there are some times when chat doesn't appear in a web browser due to user configuration, but I don't think there's much that can be done about that.

Trevor
Trevor
Branch Coordinator in US
Verified LinkedIn User
, 1,001–5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Great for chatting with customers and seeing what they're typing before sending

5.0 7 years ago

Pros:

Seeing what a customer is saying prior to them sending it. It really helps with answering questions as fast as possible

Cons:

Not able to see what other colleagues are doing real time. This feature would really help with training new users.

Ernest
Ernest
Marketing & eCommerce Specialist in US
Verified LinkedIn User
Consumer Goods, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Great Value

4.0 6 years ago

Pros:

The platform is very quick and easy to setup. It has all the expected functionalities of a chat only platform.

Cons:

Recently the reduction of customization via the new chat designer. I wish it had a way of mapping or formatting the data from the extra fields. It's just inserted into an email is a query-string and makes it hard to parse and input the variables into a case form in our CRM/ERP.

Brice
Brice
CRM & Web Specialist in US
Verified LinkedIn User
Higher Education Software, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

SnapEngage allows website visitors to ask our students real-time questions about business school

3.0 7 years ago

Pros:

It allows our student ambassadors to chat with prospective applicants and answer their questions in real time, cutting down on the lag time usually experienced with email. It also directs questions to those who are more capabale of answering them than a simple front desk phone call. SnapEngage also interfaced with our marketing platform, allowing us to do lead capture for future marketing.

Cons:

The structure of the chat client is a bit rigid, and the UI of the dashboard isn't as visually appealing as other comparable hosted software platforms. The metrics provided are decent, especially for the price, but aren't nearly as valuable as they could be.

Brooke
Brooke
Marketing Manager in US
Verified LinkedIn User
, 51–200 Employees
Used the Software for: 1-5 months
Reviewer Source

Tested Many, SnapEngage was the Best

5.0 7 years ago

Pros:

You can have different widgets on different pages, so you can have an away message and form on some and a chat now button on others.

Cons:

You aren't able to test different messaging on the chat button, which we would like to do. This isn't a deal breaker though, plenty of other good features.

Christine
Student in Kenya
Higher Education Software, 2–10 Employees
Used the Software for: Free Trial
Reviewer Source

TeamSupport Messaging &live chat review

4.0 2 years ago

Pros:

They have a good customer care service which is a good thing

Cons:

I did not dislike anything in this Team support messaging & live chat

Mark
US
Financial Services Software, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Quality Web Chat Feature

4.0 8 years ago

Comments: We used SnapEngage for our web chat feature for a little over a year, and we had a positive experience with the platform. We discontinued using the application due to some changes on our website, but this discontinuation had nothing to do with anything on the SnapEngage side. The web chat portal is very easy to use and understand. An administrator does not need to have any coding skills to customize this feature. SnapEngage provides several options and features for users to get the most out of their experience. It also provided the best integrations to other applications. Of all of the web chat applications we tried out, SnapEngage was the clear winner.

Pros:

SnapEngage is easy to use and understand with no coding experience required. Their web chat portal has many features and benefit that allow for more flexibility than other web chat applications. SnapEngage also has the option of no annual contracts, great support, and several API's that can integrate with other applications such as Microsoft Dynamics CRM.

Cons:

The script that we received from SnapEngage and put on our websites did cause our website to take longer to load when the web chat feature was activated. The slower load time was the only negative issue we saw with the web chat feature.

Erica
Marketing Specialist in US
Financial Services Software, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

Superior Product with Stellar and Responsive Support

5.0 6 years ago

Comments: Overall, the options, the support team, and the ease of use is far superior to any other chat system out there. We research 6 others before choosing SnapEngage, and they just leap-frogged over everyone else.

Pros:

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.

Cons:

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.

Verified Reviewer
Verified LinkedIn User
Consumer Electronics, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Very Customizable

4.0 6 years ago

Pros:

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.

Cons:

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

Verified Reviewer
Verified LinkedIn User
Used the Software for: 2+ years
Reviewer Source

Does what its supposed to, minimal learning curve.

4.0 7 years ago

Pros:

My company uses this service and it's done fine by us for years. It gets the job done, with only the occasional hiccup. I'm also enjoying the new beta view, which is a cleaner and prettier look.

Cons:

Sometimes odd errors can happen, like a conversation won't sync up with our other integrated program, or it will take extra long. This is rare though, and usually their support is on the case quickly.

Dottie
Director of Customer Support in US
Information Technology & Services, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Flawless...from setup and launch to customer support

5.0 6 years ago

Comments: We engaged with SnapEngage chat in order to offer our customers an additional method of contacting us, instead of the phone. Chat offers us the opportunity to document, get needed minutia details from our customers about any issues they are having. It's so much better than the phone which is inconsistent quality, takes much longer to get the needed details, etc.

Pros:

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.

Cons:

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!

Andy
President in US
Computer Software, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Good messaging software overall but needs mobile support

4.0 6 years ago

Comments: Good software overall and good technical support. We had to contact them on a number of issues at initial setup, and, we were quickly enough directed to solutions.

Pros:

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.

Cons:

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.

Jordan
Marketing Director in US
Transportation/Trucking/Railroad, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Great, easy to use, customer-friendly chat experience

5.0 6 years ago

Comments: Better customer experience for our customers, and more efficient customer service for our internal employees!

Pros:

Once we selected SnapEngage, we were able to implement it and get it working on the site within days. It is user friendly from our chat agent perspective, and it adds a lot of value for our customers who want to quickly chat to find out an answer without picking up the phone to call us! It's intuitive on both ends!

Cons:

We didn't have many issues with the software. The only thing we'd desire is more chat agents within our package, but we could achieve that by upgrading (and paying more) for a larger package.

Jillian
Communications Specialist in US
, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

SnapEngage: Oh Snap!

5.0 7 years ago

Comments: SnapEngage is a fantastic software and the best of the chat platforms we have tried.

Pros:

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.

Cons:

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

Pedro
Service Manager in US
Electrical/Electronic Manufacturing, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Customer Experience

5.0 2 years ago

Comments: Very good and quick answer

Pros:

Easy to navigate and customize, keeps all customer information in one place for easy access.

Cons:

The phone app could use some work while on the road

Brian
Sr Developer in US
Financial Services Software, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Fully customizable chat agent

4.0 6 years ago

Comments: Our clients like being able to chat with us, it is quickly becoming the main way clients communicate​ with us.

Pros:

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

Cons:

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

Benjamin
Director of Social Events in US
Entertainment, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

Awesome Chat Service!

5.0 6 years ago

Comments: It has been great so far! As our team becomes more comfortable with it I am sure it will only get better.

Pros:

It is easy to use and alerts you if you have been inactive for a time that you set. Meaning- if you are not at your desk it takes you offline which is great so you are not getting live chats if no one is available. You can customize the chat box to match your website or company theme which is also great! The attention to detail is amazing. Being a chat service, they also have amazing customer service available via chat that has been a life saver to answering some questions and keeping our service as attentive as we would like it.

Cons:

It took me awhile to fully learn how to navigate the site. I am still learning some of its features everyday. I have now learned how to pretty much navigate everything I need, and am discovering new features available as I am getting more comfortable with it.

Verified Reviewer
Verified LinkedIn User
Computer Software, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Awesome system, with great support!

5.0 6 years ago

Comments: I had a very good experience with it. The customer support was always helpful, and SnapEngage was constantly coming out with new awesome features.

Pros:

The new hub was wonderful, as well as the /goto function and the complete account of where the customer was navigating on the site.

Cons:

I do wish that we could force certain parameters to be entered before an agent can finish the chat.

Lisa
Customer Support Supervisor in US
Retail, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Great Chat Platform

5.0 6 years ago

Pros:

Very user friendly. Great reporting. Emails you with offline chats.

Cons:

Nothing really. I am not super tech savvy and I am able to do everything I need to on my own.

Cheryl
Sr Guest Coordinator in US
Used the Software for: 1+ year
Reviewer Source

Awesome staff

5.0 7 years ago

Pros:

Ease of use the instant support from the staff. It is an easy way to connect with visitors to our website. The simplicity of pausing the account when you are multitasking. I like how it lets you know where your visitors are from so you can feel the direction your engagement might be.

Cons:

One of the few cons to me is the font, which I am sure I can change I just haven't figured it out. I would like to have set up more auto remarks established but that may also be an Administrative issue.