Provide Support Software

4.54 / 5 (13)

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 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.



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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

13 Reviews of Provide Support

Average User Ratings

Overall

4.54 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.0

Ratings Snapshot

5 stars

(8)

4 stars

(4)

3 stars

(1)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-13 of 13 reviews

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January 2018

Tim from Conversion Logix

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

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

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

Verified Reviewer

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

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

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

5.0

Value for money

3.0

Customer support

3.0

Functionality

1.0

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

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

4.0

Functionality

4.0

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

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

Verified Reviewer

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

February 2018

Kim from Physician's Plan Weight Loss & Wellness

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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

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

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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

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

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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

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

3.0

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

March 2018

Tim from KEYLOK

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

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

Replied June 2018

Thanks a lot for your feedba┬┐k, Tim! We are currently working on updates of our software.