SnapCall

SnapCall is designed to be fast and frictionless to implement, especially for support teams using platforms like Zendesk or Salesforce. Here's what the typical process looks like:

Implementation Steps

• Step 1: Request a Demo SnapCall encourages teams to start with a demo to understand how video AI fits into their support workflow.

• Step 2: One-Click Integration SnapCall offers seamless integration with major CRMs like Zendesk and Salesforce. This means no heavy lifting—just embed video capabilities into your existing tools.

• Step 3: Configure Video Tools Choose from features like:
  • Live video calls
  • Asynchronous video clips
  • Screen recordings

  • AI-powered analysis (transcripts, summaries, keyword detection)

• Step 4: Automate Workflows Set up intelligent triggers to send video request links, guide users through self-service, or escalate to agents.

• Step 5: Go Live Once configured, SnapCall is ready to use across chats, emails, and calls.

Timeline

• Day One Activation: SnapCall claims that users can start seeing results from day one.

• Full Setup: Depending on your team size and customization needs, full implementation typically takes a few days to a week.

• AI Video Workflows: Build tailored customer journeys using SnapCall’s AI Flow system.

• Context-Aware Summaries: Generate summaries that reflect your company’s terminology and tone.

• Generated Answers: Use your help center content to power AI-generated responses.

• CRM Integrations: Connect with Zendesk, Salesforce, Intercom, Kustomer, or custom CRMs.

• Custom Branding: Apply your brand identity to video calls, meeting links, and interfaces.

• Meeting Features: Configure breakout rooms, waiting areas, and participant controls.

• Video Clip Tools: Choose what customers can record—screen, voice, or video—and manage storage.

• Content Recommendations: Let AI suggest relevant help articles based on video context.

• Base Subscription: $20/month per agent seat for embedded video, voice, and screen sharing.

• Setup Fees: None reported; onboarding support is included.

• Maintenance Fees: Not explicitly listed; likely covered by subscription.

• Support Charges: Tiered options available—chat, onboarding, priority, and 24/7 support.

• Storage Costs: May apply if usage exceeds included limits.

• Custom CRM Integration: Possible extra charges depending on complexity.

• Dedicated Success Manager: Offered to enterprise clients, likely part of premium plans.

• Free Trial: Available with no credit card required.

SnapCall offers a robust onboarding experience designed to get teams up and running quickly:

• Help Center Access: A comprehensive Help Center with guides for setup, integrations, troubleshooting, and analytics.

• Quick Start Guides: Step-by-step instructions tailored to platforms like Zendesk and Salesforce.

• Product Tutorials: Video walkthroughs on configuring SnapCall for specific use cases, including customer issue reporting.

• Dedicated Onboarding: Personalized onboarding support is available for premium and enterprise clients.

• Live Demo & Consultation: Teams can schedule demos to explore features and best practices.

• Ongoing Support: Includes chat-based assistance, ticketing, and priority support tiers depending on your plan.

Security Measures to Protect Data SnapCall takes data protection seriously, with enterprise-grade security protocols in place:

• Encryption:
  • In transit: TLS 1.3
  • At rest: AES-256

  • Real-time communication: SRTP and DTLS-SRTP for secure key exchange

• Access Controls:
  • Role-based permissions
  • Admin-level oversight of call data and recordings

  • Two-Factor Authentication (2FA)

• Infrastructure:
  • Hosted on AWS with full cloud security compliance
  • GDPR-ready with strict data deletion and storage policies

  • Database-level isolation for customer data

• Monitoring & Testing:
  • Regular penetration testing
  • Static code analysis
  • Third-party vulnerability scans
  • Sanitized logs and backups

SnapCall maintains an agile development cycle with frequent updates:

• Feature Releases: New features and improvements are rolled out regularly, especially in response to customer feedback.

• Flow Management Panel: Users can manage their custom workflows, deactivate or rename flows, and update links directly from the dashboard.

• No Downtime Deployments: Updates are designed to be seamless, with no disruption to service.

• Documentation Updates: The Help Center is continuously refreshed to reflect the latest changes and capabilities.

• Data Ownership:
  • The client (your organization) retains full ownership of all personal data submitted through SnapCall services.

  • SnapCall acts as a data processor, accessing and storing data only as permitted by the client.

• Data Portability:
  • SnapCall stores data securely on servers located within the European Union.
  • Clients can request access to their data or deletion at any time.
  • SnapCall does not sell or share customer data without explicit consent.

  • Portability is supported via dashboard exports and API access, depending on your integration level.

• Retention Policy:
  • Data is stored only as long as the client subscribes to the service.
  • Upon termination, data can be deleted or returned based on client request.

SnapCall is built to be flexible and responsive to organizational changes:

• Seat-Based Pricing:

  • You pay per agent seat (starting at $20/month), so scaling up or down is as simple as adjusting the number of seats.

• No Long-Term Lock-In:

  • SnapCall does not require long-term contracts for standard plans, allowing monthly adjustments.

• Usage-Based Add-Ons:

  • Features like storage, AI analysis, or premium support scale with usage, so you only pay for what you need.

• Enterprise Flexibility:

  • Larger organizations can negotiate custom terms, including volume discounts, dedicated support, and flexible billing.

• Workflow Adaptability:
  • SnapCall’s AI Flow system allows you to reconfigure support journeys as your team structure or customer needs evolve.

SnapCall offers a user-friendly subscription model with clear cancellation terms:

• Cancellation Flexibility: You can cancel your subscription at any time. However, SnapCall does not offer refunds for billing periods already paid.

• Cancellation Process:
  • You must notify SnapCall via email ([email protected]) or live chat to initiate cancellation.

  • There’s no formal lock-in period for standard plans, making it easy to scale down or exit.

• Auto-Renewal:
  • Subscriptions renew automatically unless canceled.

  • Users should cancel before the next billing cycle to avoid charges.

• Enterprise Contracts:
  • May include custom terms for renewal, cancellation windows, and notice periods.
  • These are negotiated individually and may involve longer commitments or service-level agreements.

• GDPR: Fully compliant with the General Data Protection Regulation for EU-based data handling.

• CCPA: Adheres to the California Consumer Privacy Act for protecting U.S. consumer data.

• HIPAA (Telehealth): Supports workflows that meet HIPAA standards for healthcare-related communications.

• MiFID II: Capable of storing and documenting financial communications in line with EU financial regulations.

• Encryption: Uses TLS 1.3 for data in transit and AES-256 for data at rest to ensure secure transmission and storage.

• Access Control: Implements role-based permissions, admin-level oversight, and Two-Factor Authentication (2FA).

• Audit Logs: Maintains detailed event tracing and logging to support compliance audits.

• Cloud Security: Hosted on AWS with enterprise-grade cloud security protocols and infrastructure.

• Data Handling: Ensures customer data is never sold or shared without explicit consent and is only accessed for support purposes.