System overview >
Provide Support has a rich set of features to enhance your sales and support staff.
Live Chat with Website Visitors – Now you have the ability to chat live with your customers while walking them through the website.
Multiple Chat Requests – One operator can handle any number of chat sessions at the same time. Each session runs in a separate room in the Operator Console. Operators can accept or ignore incoming chat requests by clicking on "Accept" or "Ignore" buttons in the Operator Console.
Proactive Chat Invitation – Invite your website visitors to chat with you in a private, one-on-one sales and support environment.
Emoticons – Add a personal touch to your messages and make support experience friendlier for your customers.
Operator-to-Operator Chats – Operators can initiate chats with one another in separate rooms or invite other operators into their current rooms. This allows handling of complex requests or transferring of visitor calls.
Transfer Calls – Operators can bring other operators into their chats, and hand over customers' conversations for more detailed help.
Assign Operator to Multiple Departments – Each operator can be assigned to several departments to maximize productivity and service quality.
Auto Email Transcripts – When a chat session is completed, a conversation transcript can be emailed for auditing and training purposes.
Open HTML Pages in Visitor's Browser – Using simple command like "open: http://www.someplace.com" operator can popup product and service details or other helpful information placed on pages within your or other sites.
Real-Time Visitor Monitoring
Real Time Visitors Monitoring – Allows you to watch visitors on your website: what web pages they have visited, how long they have been staying on each page, where they came from to your website, what browsers and operating systems they use, and much more.
Geo Location Map – View geographic distribution of your current website visitors on a world map. New visitors, and visitors you are currently chatting with, will be highlighted.
Customization and Branding
Customizable Visitor Popup Messenger – You can upload your company logo and operator photo. Greeting and system messages can also be customized.
Customizable Start Chat Form Fields – You may choose what information is collected when a visitor requests a chat, e.g. name, email, location, etc.
Customizable Chat Button – Choose a chat button for your website from our online gallery or upload your own image to match your website color scheme and style.
Customizable Operator Pictures – Operators can choose a standard picture from the Provide Support website, or they can upload their own photo.
System Messages Customization – Edit or translate system messages generated by the chat server on certain events, such as "Your request has been directed to the Customer Support department, please wait for our operator to answer your call".
Multilingual Support – Chat in any language. Provide Support chat software uses Unicode and supports most world characters and scripts. Visitor Pop-up Messenger is available in Arabic, Brazilian Portuguese, Bulgarian, Catalan, Chinese Simplified and Traditional, Czech, Danish, Dutch, Farsi (Persian), Finnish, French, German, Greek, Hebrew, Hungarian, Italian, Japanese, Lithuanian, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Swedish, Turkish, Ukrainian, Thai and Vietnamese. If your language is not listed here, please contact us in our support chat or via email.
Native Operator Chat Client for Windows, Mac OS and Linux
Stand-Alone Operator Console with Auto-login – Along with pure browser-based operator console you can download the stand-alone operator console. It runs in the system tray and pops up when a website visitor requests support.
Idle Detection – Operator console will automatically switch to "Away" status when your computer remains inactive for some time. Chat button on your website will change to "Offline" even if you forget to log out from the Operator Console. You can define this timeout on the Options screen in the Operator Console menu.
Sound and Visual Alerts – Receive audible and visual notifications when a visitor requests support, another operator needs assistance, a new visitor enters your site, and on other events.
Operator Profiles – Allows you to run several instances of the operator console, connected to different operator profiles or accounts. This can be useful when you have several Provide Support accounts and would like to support chat requests from all of them from one computer or your operators work in different shifts and share one machine.
Automatic Spell Checking – Spell checker with US, Canadian and British English dictionaries, and with dictionaries for Danish, Dutch, Finnish, French, German, Italian, Norwegian, Portuguese (both Brazilian and Portuguese), Spanish and Swedish languages, is built into the Operator Console and ready to use. It automatically checks your spelling while you're typing your message and highlights words that might be spelled incorrectly. Additional spelling check engine, supporting Open Office dictionaries is also available
Hot keys - Shortcuts in the stand-alone operator console will help to make your support more efficient
Leave a Message Form – If no operators are available, visitors can send messages to you using a simple email form.
Auto-change Live Support Button – When you are not monitoring your website for chats, the Live Support button on your website changes automatically.
"Party is typing" Notification – Both parties (visitor or operator) know when the other one is typing a message.
Secure Access – You can conduct chats containing sensitive information through an encrypted channel. A Live Support button can be placed on secure and password protected pages.
Canned Responses – By mouse click, you can send pre-written answers to commonly asked questions.
Unlimited Web Sites License – Provide Support license allows you to put a chat button on any number of web pages or websites. Subscriptions are based on the number of operator profiles, not the number of chat buttons or chat sessions.
Chat Link for Emails – Chat icons can be embedded into outgoing emails for proactive selling or customer service.
Chat button and link for social media platforms - Easily integrable chat button and text chat link codes into social media platforms, forums and blogs
Website Traffic Statistics - traffic based reports can be viewed in the ViewStats application, different filters can be applied: viewing by most visited pages, by keywords, countries, referrers, etc.
10-Day Free Trial & 30-Day Guarantee – Provide Support offers a 10-day free trial period with all features fully functional. There are no contracts or hidden costs. We’re so sure that you will love our system that we offer a 30-day full refund if you are not completely satisfied.