Provide Support Features

Provide Support

Live chat support & real-time website visitor monitoring

4.61/5 (28 reviews)

Competitor Feature Comparison

API
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Application Management
Authentication
Auto-Responders
Automated Scheduling
CRM
Call Transfer
Canned Responses
Chat Transcript
Chat/Messaging
Collaboration Tools
Communication Management
Customer History
Customizable Branding
Customizable Fields
Drag & Drop
Email Management
Event Triggered Actions
Feedback Management
File Sharing
File Transfer
Geographic Maps
Geotargeting
Historical Reporting
Interaction Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Language
Offline Access
Offline Form
Proactive Chat
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real-time Consumer-facing Chat
Reporting & Statistics
Reporting/Analytics
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Social Media Integration
Spell Check
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Visitor Tracking
Visual Analytics
Website Visitor Tracking
Learn moreCompare App
API
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Application Management
Authentication
Auto-Responders
Automated Scheduling
CRM
Call Transfer
Canned Responses
Chat Transcript
Chat/Messaging
Collaboration Tools
Communication Management
Customer History
Customizable Branding
Customizable Fields
Drag & Drop
Email Management
Event Triggered Actions
Feedback Management
File Sharing
File Transfer
Geographic Maps
Geotargeting
Historical Reporting
Interaction Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Language
Offline Access
Offline Form
Proactive Chat
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real-time Consumer-facing Chat
Reporting & Statistics
Reporting/Analytics
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Social Media Integration
Spell Check
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Visitor Tracking
Visual Analytics
Website Visitor Tracking
Visit WebsiteCompare App
API
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Application Management
Authentication
Auto-Responders
Automated Scheduling
CRM
Call Transfer
Canned Responses
Chat Transcript
Chat/Messaging
Collaboration Tools
Communication Management
Customer History
Customizable Branding
Customizable Fields
Drag & Drop
Email Management
Event Triggered Actions
Feedback Management
File Sharing
File Transfer
Geographic Maps
Geotargeting
Historical Reporting
Interaction Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Language
Offline Access
Offline Form
Proactive Chat
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real-time Consumer-facing Chat
Reporting & Statistics
Reporting/Analytics
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Social Media Integration
Spell Check
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Visitor Tracking
Visual Analytics
Website Visitor Tracking
Visit WebsiteCompare App

Mobile apps

iOS App


3 reviews

Requires iOS 11.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


11 reviews

Provide Support Feature Reviews

25 reviewers had the following to say about Provide Support's features:

Deb H.

Glad we chose Provide Support Live Chat

2019-08-22

Overall our experience with Provide Support Live Chat has been very positive.

Pros

I like the ability to receive the off-hours or off-line email. 5. I like the quality of the Transcripts.

Cons

I found that adding a customizable graphical button on our web-page was challenging.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Provide Support


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

Read more
Peter R.

Good, simple chat program

2019-08-22

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 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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

Response from Provide Support


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

Read more
Tim R.

Basic live chat for website

2018-03-30

Easily accept and manage multiple chats with live customers

Pros

I like the operator console to chat with people on our website.

Cons

I don't like the administrative portal. It is not clear how to add/delete/edit operators.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No

Response from Provide Support


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

Read more
Adrienne Q.

Great tool for customer support

2019-08-22

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.

Pros

ease of use for both operators and customers

Cons

we haven't found a feature that wasn't helpful

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Provide Support


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

Read more
Tim B.

Great chat software that is both easy to use and user friendly

2018-01-09

Custom reports that help me track our ROI and performance.

Pros

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

Cons

I wish there a more modern user interface that was a little more polished, but I like what we use currently.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

Response from Provide Support


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

Read more
Leonard C.

An integral part to our customer support and sales workflow

2019-08-14

We started using live chat to see whether we could help customers on our site.

Pros

The software is easy to use and provides plenty of features for our staff to use.

Cons

Not as much control over filtering out certain visitors, such as by country, that we would like.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Provide Support


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

Read more
Lucian R.

Excelent Service

2019-12-11

I love using it and setting it up. We now have 3 accounts with you.

Pros

I do however would like some reporting functionalities added to the chat support dashboard.

Cons

There is no reporting functionalities.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Provide Support


Thank you for your kind review, Lucian!
We really appreciate your feedback.
Now we have a reporting feature, you are welcome to try!

Read more
Martina G.

Good live chat app

2020-07-06

It's great that our customers have the option to chat with us

Pros

Easy to use and great responsiveness of customer support

Cons

I feel the app is a little bit old in design of buttons and UX

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Provide Support


Thank you for your review, Martina! We will do our best to improve our app design and UX with every update.

Read more
Wesley L.

Provide Support has exceeded expectations!!

2020-07-06

Pros

The ease of use and reliability are key pros that need to be mentioned. The software has always functioned will minimal bugs or glitches.

Cons

The most obvious being sound alerts when a new chat session is requested.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Provide Support


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.

Read more
Kimberly G.

Great Connection to the Outside World

2019-08-30

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.

Pros

We like the fact that our customers can access our website and chat us to place orders and have any questions answered in real time.

Cons

We do not like all of the Spam Callers we have come into contact with. This really is not due to the software itself.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Provide Support


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

Read more
Christopher E.

Excellent Product and Excellent Customer Service

2019-08-08

We are VERY pleased with your live chat product.

Pros

We are able to live chat with customers even while we are out of the office.

Cons

It 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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Occasionally

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Provide Support


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

Read more
Anonymous
(Sporting Goods company, 501-1000 employees)

Basic Live Chat Tool

2019-08-01

We are an ecommerce site that needs to have a way to communicate in real time with customer.

Pros

We love that Provide Support allows us to have a live chat option on our site.

Cons

This 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.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Provide Support


Thank you very much for your review!

Read more
Adeline H.

Easy and useful utility that helps my business daily

2015-05-25

I use live chat from Provide Support on a daily basis with my small hostel site page.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No

Response from Provide Support


We are greatful, Adeline, for your review.

Read more
Don B.

Great Customer Chat Software Packed with Features

2019-08-15

I needed a way to monitor traffic and communicate with customers more efficiently so convert traffic to sales.

Pros

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

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Provide Support


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

Read more
Johanne C.

Very good product

2019-10-01

The support team is easy to reach and efficient.

Pros

We have been using this software for a very long time. Very efficient, easy for our team to use and friendly for our customers.

Cons

Nothing to report, do not see any flaws.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Provide Support


Thank you very much for your kind review, Johanne!

Read more
Olga S.

used it before Livechat. livechat is far more easy and user friendly

2018-01-09

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

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

3/10
Source: Capterra
Helpful?   Yes   No

Response from Provide Support


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

Read more
Paul P.

They provide an excellent web site chat and customer support product

2021-02-10

They provide an excellent web site chat and customer support product for enhancing any small company's web customer service and sales operation.

Pros

They provide an excellent web site chat and customer support product for enhancing any small company's web customer service and sales operation.

Cons

Experience in product use and client service all positive.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Jack P.

Simple yet powerful live chat

2015-07-18

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.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Birgit S.

Great chat service

2016-04-25

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.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Craig G.

Great value for product.

2018-01-17

A great contact tool for following up on customers.

Pros

Except for a few issues mentioned below, the response time is pretty good.

Cons

Looking forward to the release of the statistics module.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Provide Support


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

Read more
Kim U.

Great tool for our business!

2018-02-04

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

Response from Provide Support


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

Read more
Birgit S.

We love Provide Support Live Chat

2017-01-30

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?

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Provide Support

Get it today. You will like it too!

Source: Capterra
Helpful?   Yes   No

Response from Provide Support


Birgit, thanks a lot for the review!
We are happy that you like it.

Read more
Ernie C.

Provide Support is cost effective and easy to implement.

2019-08-22

We we able to customize the appearance to our brand and choose how it best works for us.

Pros

It was also easy to switch payment plans.

Cons

I don't have any complaints at this time.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Provide Support


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

Read more
Lisa H.

Easy to use interface. Intuitive to new users.

2018-01-15

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.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Provide Support


Hi Lisa,
We appreciate your review and we are happy that our product serves you well.
Thank you.
Regards,
Provide Support Team

Read more
Alain S.

good application easy to use

2018-01-18

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

Response from Provide Support


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.

Read more