About Provide Support

Provide Support is a hybrid live chat and real-time website visitor monitoring solution that helps support teams in organizations to manage chat invitations, push pages, call transfers, canned answers and more. The solution can either be accessed via web browsers or deployed on-premise.

Key features apart from real-time visitor monitoring include customization and branding, native operator consoles, spell checker, auto-changing chat icon, multilingual support and web page push capability. Provide Support is suited for a wide variety of business sizes and industries such as insurance, pharmacy, real estate, travel and web designing and hosting.

Additionally, Provide Support includes live chat features, like agent-to-agent chats, the ability to transfer...


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Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

25 Reviews of Provide Support

Average User Ratings

Overall

4.60 / 5 stars

Ease-of-use

5.0

Value for money

5.0

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(17)

17

4 stars

(6)

6

3 stars

(2)

2

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 25 results

January 2018

Lisa from Substitute Teaching Division, STEDI.org

Verified Reviewer

Industry: Education Management

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2018

Easy to use interface. Intuitive to new users.

I get to talk to my customers and help rectify any problems or concerns they may have.

Pros

I was apprehensive about using this chat platform as I had never used one before. It is simple and easy to learn. The icons are clearly understandable. You can see who is online and available as an operator. It shows when someone is typing which is so helpful. You know that someone is replying. I was very happy to learn this program and use it at work.

Cons

I would love a little more color and perhaps photos so they can see who they are talking to. It's a great platform, but could use a little updating in style and colors. The functionality is fantastic, no improvements needed there.

Response from Provide Support

Replied January 2018

Hi Lisa, We appreciate your review and we are happy that our product serves you well. Thank you. Regards, Provide Support Team

August 2019

Peter from Level Nine Sports

Verified Reviewer

Company Size: 51-200 employees

Industry: Sporting Goods

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

3.0

August 2019

Good, simple chat program

Provide support is exceptionally easy to use for a customer service agent which is the primary reason we chose to use it. The well designed chat console enables our representatives to handle more chats simultaneously while maintaining high standards of service.

Pros

The no-nonsense interface makes it easy for CSRs to conduct multiple chats without anything slipping through.

Cons

I would like to have an automatic chat prompt with trigger options based on page depth and time on site. I would also like an option to integrate Provide Support with our ticketing system and CRM to better tie chat sessions with customers and orders as well as making it easier to find customer info post-purchase.

Response from Provide Support

Replied August 2019

Thank you for your kind review, Peter. We really appreciate you taking the time out to share your experience with us. We will inform our developers as for these features you mentioned. Sincerely yours, Provide Support team

January 2018

Olga from Targetprocess

Verified Reviewer

Company Size: 51-200 employees

Industry: Computer Software

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

3.0

Functionality

3.0

January 2018

used it before Livechat. livechat is far more easy and user friendly

possibility to support our customer online oh yes i recall the incoming chat ringing was awful!!!

Cons

there was no possibility to transfer chat to another person, only invite and you have to sit together in the room, makes no sense, only distraction

Response from Provide Support

Replied January 2018

Hi Olga, Thank you for your review about our product. We appreciate your honest opinion. Thank you for your remarks as well, we would like to clarify some things: - There's no requirement to stay in the chat room. You can transfer the chat by inviting an operator and leave the room. - Though there is no option to customize sounds directly from the live chat console, this is still possible and our support team has a solution. We value the comfort of our customers. Our customer service team is always available and glad to assist with any questions our customers have. Thanks again. We appreciate your time. Regards, Provide Support Team

August 2019

Justin from Law Firm

Verified Reviewer

Company Size: 51-200 employees

Industry: Law Practice

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

August 2019

Great Product *But...*

Wonderful save for the UTM issue that (when we called to ask if it was fixable) is a deal-breaker. We'll miss you.

Pros

The level of functionality is staggering. I love it. I wish we could keep it at my company however we cannot because...

Cons

...Your product drops UTM codes from Google Analytics, which is crucial to our being able to track our marketing efforts. We sadly have to drop your product for one that is extremely well-known and used by huge enterprise-level companies, but doesn't do half of what Provide Support can do in way of customization and back-end user friendliness.

Reasons for Choosing Provide Support

Cost and functionality.

Response from Provide Support

Replied August 2019

Hello, Justin! Thank you for your review. We need more information on how you want to use the UTM codes. Could you please contact our support chat and provide the details? We will gladly help you. Sincerely yours, Provide Support team

August 2019

Don from Oml Embroidery

Verified Reviewer

Company Size: 2-10 employees

Industry: Textiles

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

August 2019

Great Customer Chat Software Packed with Features

I needed a way to monitor traffic and communicate with customers more efficiently so convert traffic to sales. Provide Support does with easily and does not cost too much to operate from month to month.

Pros

I like how easy it is to set up and use the software. Integration with our web host was quick and simple. I am able to monitor traffic on the site as well as communicate with my customers anytime as I have it on my desktop as well as Ipad and Iphone.

Cons

I wish it would have a timer setting so that I can have myself available during certain hours. If you walk away from the desk (which i am contantly doing ) and forget to mark away or log off then you can miss the chats

Reasons for Choosing Provide Support

Provide Support is one of the best customer support programs that is easy to set up and customize. Integration is simple and it has many platforms you can use to chat with your customers

Response from Provide Support

Replied August 2019

Thank you for your positive review, Don! We really appreciate you taking the time out to share your experience with us. There is an idle detection feature with the desktop Console. It can switch to Away automatically after X mins of mouse/keyboard inactivity. Set a timeout in the Console menu Tools / Options / General Regards, Provide Support team