Provide Support Software

Pros

It is functional and does the job - it is the first software of this kind I have used, so I have nothing to compare it to!

Cons

I haven't noticed any issues with it. It can be a little unintuitive, e.g. with figuring out what all the icons mean and how to get another agent into the chat. It would also be great to be able to see the country when the call comes in, instead of having to scroll down the list. We have agents in different regions, so would be good to see immediately whether to answer or leave it for someone else.

Easily accept and manage multiple chats with live customers

Pros

I like the operator console to chat with people on our website. It is available either through a desktop version, or if you aren't at your computer you can login via web browser. You can set auto responses and what to do if operators aren't available or don't answer. Integration with our Drupal website was easy.

Cons

I don't like the administrative portal. It is not clear how to add/delete/edit operators. Also the sound played for a chat is annoying and can easily be confused with a phone.

Pros

Ability to see all available operators who are available and manage the ability of our teams to answer the chats.

Cons

Making sure the program logs in automatically so my teams are connected. There are times they do not realize they are not connected and available.

more support to the end user

Pros

easy to use , simple setup addin users is in a click of the mouse.

Cons

limited feature limited adjustments like themes ...., there could be some adjustments here

A great contact tool for following up on customers.

Pros

Works consistently well. Except for a few issues mentioned below, the response time is pretty good. I'm rethinking some strategies to try and capture some abandoned website users.

Cons

I do wish they would get a better way to import a text file to populate the canned response file but it still is a great value. Looking forward to the release of the statistics module. I've been waiting for a fix to it. It was a great reporting mechanism when it worked.

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.

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

Customer support that is always available and helpful.
Easy to use software that was very user friendly when implementing.
Custom reports that help me track our ROI and performance.

Pros

I like that this software is very easy to implement and get started very easily. All of the agents I have that use this feature are able to get trained in a short amount of time which really helps our team save time and money in training.

I like the different options when it comes to customizing things to my specific needs based on client feedback and preferences.

I like that customer support is very friendly, knowledgeable, and helpful whenever I have issues arise that I am not able to figure out on my own.

Cons

I wish there a more modern user interface that was a little more polished, but I like what we use currently. There is always room for improvement and I think this is one area that could be worked on.

We have Provide Support for years now and still feel that it is worth every penny. It is not expensive and billed every three months. You know who is on your website and where they go. that way you can identify errors or follow up with them over a proactive chat. thank you for a great product!

Pros

Costeffecticeness

Cons

What's not to like?

Advice to Others

Get it today. You will like it too!

Love Provide support. I can see who is on my website, incl IP address. I can see them as on the worldmap and start a chat with them if I see that they struggle getting somewhere on our website and help.

I enjoy using this live chat. I always know who my users are, what do they want, where they came from and I am able to cover their request promptly getting more revenue.

I use live chat from Provide Support on a daily basis with my small hostel site page.
Our guests often have numerous questions on how to get to the hostel, how to solve any booking issues, what are the operating hours... To cut a long story short, they always get answers easy and fast via the live chat. And my managers are able to track the country of the guest and other very useful details.