



Provide Support live chat customization




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 10About 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...
Provide Support live chat customization
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 10Average User Ratings
Overall
Ease-of-use
5.0
Value for money
4.5
Customer support
5.0
Functionality
4.5
Likelihood to Recommend
Not likely
Very likely
January 2018
Lisa from Substitute Teaching Division, STEDI.org
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
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.
Reasons for Switching to Provide Support
We were with Provide Support for years and tried moving to xSellco in order to integrate chat into our ticketing system but we found their chat product lacking in features that we need to run efficiently.
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
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
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.
Reasons for Switching to 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
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
Reasons for Switching to Provide Support
Cost and features
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