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 ongoing chats between agents, automatic emailing of chat transcripts and supports integration with Google Analytics. Services are offered on a monthly subscription basis that includes support via email, product videos and live chat.
Operator console
Live chat messenger
Visitor list
Maps
Chat icons
Overall rating
4.54 / 5 stars
Filters:
Showing 1 - 13 of 13 reviews
January 2018
Tim from Conversion Logix
Company Size: 11-50 employees
Review Source: Capterra
Ease-of-use
4 of 5
Value for money
4 of 5
Customer support
4 of 5
Functionality
4 of 5
January 2018
Great chat software that is both easy to use and user friendly
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.
Response from Provide Support of Provide Support, LLC
Replied January 2018
Hi Tim, Thank you for taking time to leave a review about Provide Support Live Chat. We appreciate your comments and a remark regarding the user interface. We are working on updates and improvements. We are glad that our customer support team serves you well. Thanks again. Regards, Provide Support Team
January 2018
Craig from Safety Product Sales
Review Source: Capterra
Ease-of-use
5 of 5
Value for money
5 of 5
Customer support
5 of 5
Functionality
4 of 5
January 2018
Great value for product.
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.
Response from Provide Support of Provide Support, LLC
Replied January 2018
Hi Craig. Thank you for taking your time for the review and for choosing Provide Support Live Chat as your customer support solution. We appreciate all the given feedback and we are glad that the tool helps you make conclusions and work towards new strategies. We work on new features and will soon present them to our customers. Best regards, Provide Support Team
January 2018
Alain from Biopack & Logistics BVBA
Review Source: Capterra
Ease-of-use
5 of 5
Value for money
3 of 5
Customer support
3 of 5
Functionality
1 of 5
January 2018
good application easy to use
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
Response from Provide Support of Provide Support, LLC
Replied January 2018
Hi Alain. Thank you for your review. We appreciate all the feedback and we are glad that the overall product quality keeps you as our client for almost nine years. Provide Support Live Chat technical department is working on new features that will be presented to all customers. In the meanwhile we can offer you a couple of available chat messenger customization solutions which we can apply from our side. Our customer support representative will get in touch with you shortly to guide you through the process. Thank you. Best regards, Provide Support Team.
October 2018
Anna from KT
Company Size: 51-200 employees
Review Source: Capterra
Ease-of-use
4 of 5
Functionality
4 of 5
October 2018
Easy to use, does the job!
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.
Response from Provide Support of Provide Support, LLC
Replied December 2018
Thanks for your review, Anna! We are glad to hear your positive feedback. We are working on updates and improvements. Provide Support Team
January 2018
Lisa from Substitute Teaching Division, STEDI.org
Review Source: Capterra
Ease-of-use
5 of 5
Value for money
5 of 5
Customer support
5 of 5
Functionality
5 of 5
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 of Provide Support, LLC
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
February 2018
Kim from Physician's Plan Weight Loss & Wellness
Review Source: Capterra
Ease-of-use
5 of 5
Value for money
5 of 5
Customer support
5 of 5
Functionality
5 of 5
February 2018
Great tool for our business!
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.
Response from Provide Support of Provide Support, LLC
Replied February 2018
Dear Kim, we sincerely appreciate your taking time to provide your comments and feedback. We are glad that our live chat software serves you well. Best regards, Provide Support Team
January 2017
Birgit from All-Terrain Medical & Mobility
Company Size: 2-10 employees
Review Source: Capterra
Ease-of-use
5 of 5
Value for money
5 of 5
Customer support
5 of 5
Functionality
5 of 5
January 2017
We love Provide Support Live Chat
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?
Response from Provide Support of Provide Support, LLC
Replied June 2018
Birgit, thanks a lot for the review! We are happy that you like it.
December 2018
Hans from www.Printer.ca
Company Size: 2-10 employees
Review Source: Capterra
Ease-of-use
5 of 5
Value for money
5 of 5
Customer support
5 of 5
Functionality
5 of 5
December 2018
Great Product
Great, set it up years ago and forgot about it. Still working and is just part of our system.
Pros
The API, that allows me to build into our system. Has been running flawlessly for over 5 years.
Cons
Nothing
Response from Provide Support of Provide Support, LLC
Replied December 2018
Hans, thanks for your trust! Provide Support Team
January 2018
Olga from Targetprocess
Company Size: 51-200 employees
Review Source: Capterra
Ease-of-use
3 of 5
Functionality
3 of 5
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 of Provide Support, LLC
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
March 2018
Tim from KEYLOK
Review Source: Capterra
Ease-of-use
5 of 5
Functionality
5 of 5
March 2018
Basic live chat for website
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.
Response from Provide Support of Provide Support, LLC
Replied June 2018
Thanks a lot for your feedba¿k, Tim! We are currently working on updates of our software.
May 2015
Adeline from Central City Hostel
Review Source: Capterra
Ease-of-use
5 of 5
Customer support
5 of 5
May 2015
Easy and useful utility that helps my business daily
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.
Response from Provide Support of Provide Support, LLC
Replied June 2018
We are greatful, Adeline, for your review.
April 2016
Birgit from All-Terrain Medical & Mobility
Review Source: Capterra
Ease-of-use
5 of 5
Customer support
5 of 5
April 2016
Great chat service
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.
July 2015
Jack from Jack and Jill
Review Source: Capterra
Ease-of-use
5 of 5
Customer support
5 of 5
July 2015
Simple yet powerful live chat
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.