SnapCall
SnapCall is a customer engagement tool, primarily focused on enhancing the customer experience via video-based solutions. The tool is desig...
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What is SnapCall?
SnapCall is a Visual AI platform that brings visual context to customer support by enabling customers to show issues through video, PDFs, screen sharing, and live calls instead of just explaining them in text. The platform uses advanced AI to analyze visual content, extracting key information like serial numbers and barcodes, generating transcripts and summaries, and surfacing relevant knowledge base articles to empower support teams to resolve issues accurately on the first interaction.
Key features include SnapCall Clips for asynchronous video/photo/screen recording submissions, SnapCall Calls for live face-to-face video support with screen sharing and laser pointer functionality, AI-powered video intelligence with transcripts and summaries, intelligent automation with triggers and workflows, and one-click integrations with Zendesk, Salesforce, ServiceNow, Intercom, Kustomer, and Zapier. The platform captures 80% of non-verbal communication cues for faster resolutions.
SnapCall is built for support teams at companies of all sizes, particularly those using CRM systems like Zendesk or Salesforce. It serves businesses looking to reduce ticket resolution time by 46%, improve CSAT scores by 90%, and cut average ticket time in half without adding headcount. Over 500 companies including Devialet use SnapCall to contextualize and solve customer issues.
SnapCall pricing
Pricing model: Paid
SnapCall offers three usage-based plans: Light, Core, and SCALE. Pricing is usage-based with a platform access fee plus charges based on actual video and call interactions, with volume discounts automatically applied as usage increases. Light plan includes 2Go storage, 6 months media retention, 5 skills/ticket limit, chat support, and standard MSA/DPA. Core plan includes 4Go storage, 12 months media retention, 10 skills/ticket limit, priority support, and dedicated onboarding. SCALE plan includes custom storage, custom media retention, 20 skills/ticket limit, 24/7 Slack Connect support, dedicated customer success manager, custom MSA/DPA, SAML SSO, Soc2 Type 2 Reports, and BAA for HIPAA. Monthly and annual billing options available with discounts for annual commitments. No minimum contract period for standard usage-based model. Custom CRM integration costs additional.
SnapCall pros
- Cuts average ticket resolution time by 46%
- Achieves 90% CSAT score
- 71% faster first response time
- Captures 80% of non-verbal communication cues
- AI extracts serial numbers and barcodes automatically
- No app download required for customers
- Seamless CRM integrations with Zendesk and Salesforce
- Live screen sharing with laser pointer feature
- Automatic audio call recording
- Manual video call recording with 1-year storage
- AI-generated summaries eliminate watching entire videos
- Context-aware summaries with company terminology
- Suggests relevant help center articles automatically
- Works on computers, tablets, and mobile devices
- Usage-based pricing with volume discounts
- 2Go storage on Light plan, 4Go on Core, custom on SCALE
- SAML SSO and Soc2 Type 2 Reports for security
- 24/7 real-time Slack Connect support on SCALE plan
SnapCall cons
- Starting price around $499/month may be expensive for small businesses
- No free tier available, only paid plans
- Unused media credits do not roll over to future months
- Must choose between AI or non-AI packages, cannot combine
- Light plan limited to 5 skills per ticket
- Core plan limited to 10 skills per ticket
- Triage and AI Content Detection only in Beta
- Custom CRM integration requires additional cost
- No minimum contract but prepaid fees not refundable
- BAA for HIPAA only available on SCALE plan
Frequently asked questions about SnapCall
What is SnapCall clips?
SnapCall Clips lets customers show not just tell what they're experiencing. Instead of struggling to explain an issue in writing, they record a quick video showing the problem. Our AI then summarizes what's happening so your support team can jump right in with solutions. Many customers have cut their resolution times nearly in half because they can see exactly what's going on. Clips support video recording, photo capture, audio recording, screen recording, and PDF upload.
What is SnapCall calls?
SnapCall Calls lets you connect face-to-face with customers when text isn't cutting it. No apps to download or complicated setup—customers just click a link and they're talking with your team. It works right in your existing systems like Zendesk or Salesforce, so your team doesn't have to juggle multiple tools. Calls include audio call, video call, screen sharing, laser pointer, capture snapshot, and automatic audio call recording with manual video recording option.
How does SnapCall integrate with our knowledge base?
SnapCall integrates seamlessly with your knowledge base, allowing it to suggest relevant help center articles that can provide further assistance or education on the product or service in question. After the AI summary is generated, SnapCall can recommend relevant content based on the issue, such as help center pages or additional articles to assist the customer.
Can we use SnapCall on multiple devices?
Yes, SnapCall works on multiple devices, including computers, tablets, and mobile devices. This allows you to connect with your customers from anywhere, at any time. The platform supports video, audio, images, screen sharing, and documents across all device types.
How does your usage-based pricing model work?
Our usage-based pricing includes a platform access fee plus charges based on your actual video and call interactions. This model ensures you only pay for what you use, with volume discounts automatically applied as your usage increases. Custom enterprise features like SSO, dedicated support, and enhanced security are available as add-ons to match your specific requirements.
Is there a minimum contract period?
There is no minimum contract period for our standard usage-based model. For custom enterprise implementations with specific integration requirements, terms may vary. We offer both monthly and annual billing options, with discounts for annual commitments.
Can I cancel at any time?
You can cancel your subscription at your convenience. For usage-based billing, you'll only pay for interactions used up to the cancellation date. For any prepaid platform fees, we do not offer refunds for billing periods you have already paid.
What payment methods do you accept?
We accept payment through major credit cards such as Visa, Mastercard, and American Express. We use Stripe as our payment processing platform.
Do customers need to install any software to use SnapCall?
No, customers do not need to install any software. SnapCall works by sending a link that customers click to join video calls or record clips. No apps to download or complicated setup required. The platform works directly in browsers across computers, tablets, and mobile devices.
Is SnapCall compatible with any device?
Yes, SnapCall is compatible with computers, tablets, and mobile devices. The platform supports multi-modal inputs including video, audio, images, screen sharing, and documents across all device types. Customers can easily explain issues through video recordings, screen shares, or live video calls from any device.