All Provide Support Reviews
1-25 of 28 Reviews
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Paul
Verified reviewer
E-Learning, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2021
They provide an excellent web site chat and customer support product
This is a very innovative company I have done business with for over 10 years. They provide an excellent web site chat and customer support product for enhancing any small company's web customer service and sales operation. It is an affordable price and comes with quick and responsive client service.
PROSThey provide an excellent web site chat and customer support product for enhancing any small company's web customer service and sales operation. It is an affordable price and comes with quick and responsive client service.
CONSNothing negative to write about. Experience in product use and client service all positive.
Peter
Sporting Goods, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed 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.
PROSThe no-nonsense interface makes it easy for CSRs to conduct multiple chats without anything slipping through.
CONSI 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.
Vendor Response
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
Replied August 2019
Olga
Computer Software, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
3
FUNCTIONALITY
3
Reviewed 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!!!
CONSthere 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
Vendor Response
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
Replied January 2018
Justin
Law Practice, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed 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.
PROSThe 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.
Reason for choosing Provide Support
Cost and functionality.
Reasons for switching to Provide Support
Cost and functionality.
Vendor Response
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
Replied August 2019
Don
Textiles, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed 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.
PROSI 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.
CONSI 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
Reason 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
Vendor Response
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
Replied August 2019
Lucian
Legal Services, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2019
Excelent Service
I love using it and setting it up. We now have 3 accounts with you.
PROSThat it is easy to use and implement. [SENSITIVE CONTENT HIDDEN] and [SENSITIVE CONTENT HIDDEN] are always readily available to assist. I do however would like some reporting functionalities added to the chat support dashboard. Would be of great help. Its the only thing Provide Support lacks.
CONSThere is no reporting functionalities. This will make your software world number 1.
Reason for choosing Provide Support
As provide support is the best.
Reasons for switching to Provide Support
Cheaper and much more user friendly.
Vendor Response
Thank you for your kind review, Lucian! We really appreciate your feedback. Now we have a reporting feature, you are welcome to try!
Replied July 2020
Leonard
Retail, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2019
An integral part to our customer support and sales workflow
We started using live chat to see whether we could help customers on our site. Over the last few years it has grown to be an integral part of our customer support and sales communication. Many customers prefer chatting online instead of using the phone but prefer real time communication. This, coupled with the simple but effective interface that Provide Support offer has made it a real success for us. Provide Support's own staff have been extremely helpful over the years, helping us implement and use their system effectively.
PROSThe software is easy to use and provides plenty of features for our staff to use. The transcripts that are emailed after are helpful and the data protection has been carefully thought about.
CONSNot as much control over filtering out certain visitors, such as by country, that we would like.
Reason for choosing Provide Support
The support, software and the pricing
Vendor Response
Thank you for your positive review, Leonard! We really appreciate you taking the time out to share your experience with us. We are currently working on the feature you mentioned. This update will be ready in a month. So we hope Provide Support Live Chat will be more helpful for you. Regards, Provide Support team
Replied August 2019
Deb
Business Supplies and Equipment, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2019
Glad we chose Provide Support Live Chat
Overall our experience with Provide Support Live Chat has been very positive. I believe that all of our Operators find the system easy to use. There was a fear of using Chat in the very beginning, but I don't think that exists anymore.
PROS1. Simplicity in setting up Operators/Users. 2. The 10-Day Free Trial was a great opportunity to test out the system. 3. Lead time for setup was minimal. 4. I like the ability to receive the off-hours or off-line email. 5. I like the quality of the Transcripts.
CONS1. For me, it wasn't entirely intuitive. 2. I found that adding a customizable graphical button on our web-page was challenging. I still have not done that yet. 3. No Analytics/Reporting. I have to manually look at all the transcripts to add up calls/chats per Operator.
Reason for choosing Provide Support
We chose Provide Support Live because of it's current integration to our software system; and it's basic ease in getting setup and active quickly.
Vendor Response
Thank you for your kind review, Deb. We really appreciate you taking the time out to share your experience with us. When you face any challenges, please don't hesitate to contact our support team. We will gladly help to solve your issue as quickly as possible. Our support team is available 24/7. As for the Analytics/Reporting - we are currently working on that feature. Sincerely yours, Provide Support team
Replied August 2019
Craig
Verified reviewer
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed January 2018
Great value for product.
A great contact tool for following up on customers.
PROSWorks 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.
CONSI 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.
Vendor Response
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
Replied January 2018
Alain
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
1
Reviewed January 2018
good application easy to use
more support to the end user
PROSeasy to use , simple setup addin users is in a click of the mouse.
CONSlimited feature limited adjustments like themes ...., there could be some adjustments here
Vendor Response
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.
Replied January 2018
Tim
Marketing and Advertising, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed 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.
PROSI 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.
CONSI 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.
Vendor Response
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
Replied January 2018
Kimberly
Logistics and Supply Chain, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed August 2019
Great Connection to the Outside World
As the Administrator, I love the transcripts that are provided via support. I am able to read them and cross train my end users on certain encounters.
PROSWe like the fact that our customers can access our website and chat us to place orders and have any questions answered in real time.
CONSWe do not like all of the Spam Callers we have come into contact with. This really is not due to the software itself.
Vendor Response
Thank you for your positive review, Kimberly! We really appreciate you taking the time out to share your experience with us. There is an option to block visitors by IP. Your chat button will not display on their end. Find this option in your account control panel at My Account / Account Settings / Access Restrictions. And if any questions appear, please don't hesitate to contact our support team :) Sincerely Yours, Provide Support team
Replied September 2019
Christopher
Broadcast Media, 2-10 employees
Used more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2019
Excellent Product and Excellent Customer Service
The customer service reps that we spoke with prior to purchasing were great! We had a few questions and they walked us right through it. We are VERY pleased with your live chat product. More satisfied than we expected! We love it!
PROSI like that this works on desktop as well as on mobile devices. We are able to live chat with customers even while we are out of the office. For a small business like ours, that is a big help because we are not always able to be in the office just to handle chat questions. This way we can be out running errands and still be able to answer any questions a potential customer may have.
CONSIt took a bit of work to figure out how to set the system up in terms of the chat window style, finding the right image to use on our website, etc. But once we got into it, it was pretty easy to set up.
Reason for choosing Provide Support
Pricing and ease of talking to a sales rep
Vendor Response
Thank you for the great review, Christopher! We really appreciate you taking the time out to share your experience with us. Our 24/7 Live Chat team is always ready to help. So don't hesitate to ask any quirky questions. Sincerely yours, Provide Support team
Replied August 2019
Anna
Management Consulting, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
FUNCTIONALITY
4
Reviewed October 2018
Easy to use, does the job!
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!
CONSI 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.
Vendor Response
Thanks for your review, Anna! We are glad to hear your positive feedback. We are working on updates and improvements. Provide Support Team
Replied December 2018
Adrienne
Capital Markets, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2019
Great tool for customer support
Provide Support Live Chat has become an important tool for both our support staff and our customers. we've found that many customers prefer to contact us via Live Chat because it allows them to multi-task and there seem to be very ew questions, concerns or issues that can't be resolved via chat- most of the time we are able to serve the customer with what they want or need and let them move on to their next task. Simplicity for our customers is key.
PROSease of use for both operators and customers
CONSwe like it all! we haven't found a feature that wasn't helpful
Vendor Response
Thank you for your kind review, Adrienne! We really appreciate you taking the time out to share your experience with us. Sincerely yours, Provide Support team
Replied August 2019
Lisa
Verified reviewer
Education Management
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed 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.
PROSI 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.
CONSI 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.
Vendor Response
Hi Lisa, We appreciate your review and we are happy that our product serves you well. Thank you. Regards, Provide Support Team
Replied January 2018
Kim
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2018
Great tool for our business!
Ability to see all available operators who are available and manage the ability of our teams to answer the chats.
CONSMaking sure the program logs in automatically so my teams are connected. There are times they do not realize they are not connected and available.
Vendor Response
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
Replied February 2018
Wesley
Education Management, 201-500 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed July 2020
Provide Support has exceeded expectations!!
The ease of use and reliability are key pros that need to be mentioned. The software has always functioned will minimal bugs or glitches.
CONSThe PC software has no flaws that I can think of. The smart phone app could use some improvements. The most obvious being sound alerts when a new chat session is requested. The alerts work some of the time, but are not consistent.
Vendor Response
Thanks for sharing your kind review, Wesley! Unfortunately, the correct delivery of push notifications depends not only on our software, but also on Apple, and they don't give any guarantees. Therefore, sometimes our push notifications can be lost, just like Skype alerts and other similar applications. But we do our best to make our software maximum reliable.
Replied July 2020
Birgit
Health, Wellness and Fitness, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed 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!
PROSCosteffecticeness
CONSWhat's not to like?
Vendor Response
Birgit, thanks a lot for the review! We are happy that you like it.
Replied June 2018
Hans
Printing, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2018
Great Product
Great, set it up years ago and forgot about it. Still working and is just part of our system.
PROSThe API, that allows me to build into our system. Has been running flawlessly for over 5 years.
CONSNothing
Vendor Response
Hans, thanks for your trust! Provide Support Team
Replied December 2018
Martina
Electrical/Electronic Manufacturing, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed July 2020
Good live chat app
It's great that our customers have the option to chat with us
PROSEasy to use and great responsiveness of customer support
CONSI feel the app is a little bit old in design of buttons and UX
Vendor Response
Thank you for your review, Martina! We will do our best to improve our app design and UX with every update.
Replied July 2020
Anonymous
501-1,000 employees
Used weekly for more than 2 years
OVERALL RATING:
3
EASE OF USE
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed August 2019
Basic Live Chat Tool
We are an ecommerce site that needs to have a way to communicate in real time with customer. Provide Support allows us to do that.
PROSWe love that Provide Support allows us to have a live chat option on our site. We previously didn't have one and now we do. There is nothing particularly flashy or great about it, but it does a good job.
CONSThis kind of goes in hand with what I said above, but there isn't anything out of the ordinary that Provide Support does. Chat features are minimal, but they work. The backend workbench for our customer support team gets the job done without being overly complex.
Vendor Response
Thank you very much for your review!
Replied August 2019
Johanne
Hospitality, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2019
Very good product
The support team is easy to reach and efficient.
PROSWe have been using this software for a very long time. Very efficient, easy for our team to use and friendly for our customers.
CONSNothing to report, do not see any flaws.
Vendor Response
Thank you very much for your kind review, Johanne!
Replied October 2019
Ernie
Medical Devices, 51-200 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2019
Provide Support is cost effective and easy to implement.
Provide Support allows us to easily interact with our website visitors who initiate contact at their convenience. We we able to customize the appearance to our brand and choose how it best works for us. They offer way more features than I think we will ever need.
PROSWe were able to trial and start using right away with little to no learning curve. It was also easy to switch payment plans.
CONSI don't have any complaints at this time.
Reason for choosing Provide Support
I liked the way the Provide Support worked on a website that I had visited.
Vendor Response
Thank you for your kind review, Ernie! We really appreciate you taking the time out to share your experience with us. Sincerely yours, Provide Support team
Replied August 2019
Tim
Used monthly for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
FUNCTIONALITY
5
Reviewed March 2018
Basic live chat for website
Easily accept and manage multiple chats with live customers
PROSI 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.
CONSI 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.
Vendor Response
Thanks a lot for your feedba¿k, Tim! We are currently working on updates of our software.
Replied June 2018