live chat features

Live Chat Features that Enhance Agents’ Performance

Businesses have been successfully using live chat software for their customer service needs for more that 10 years. During this time we have seen the sky-rocket evolution of this tool. More and more vendors started appearing on the market offering various improvements and enhancements. However, not all features which live chat software providers offer are useful and really helpful during customer service workflow. Some of them just sound good but do nothing helpful. In this blog post we will tell you about live chat features that are really helpful for customer service agents, facilitate their workflow and help improve customer service experience. 

Continue reading
Encourage your remote customer service employees

4 Tips to Encourage your Remote Customer Service Employees

During COVID-19 pandemic almost all businesses around the globe started migrating to virtual offices and offering their employees to work remotely. In fact, 88% of organizations have encouraged or required their employees to work from home and 91% of teams in Asia Pacific have implemented ‘work from home’ arrangements since the outbreak. According to McKinsey research, 80% of people questioned report that they enjoy working from home. Moreover, 41% say that they are more productive than they had been before and 28% that they are as productive. However, still there are questions and challenges which organizations face. Before the pandemic offices were critical to win talents, show better productivity and develop company culture. Even bearing in mind the fact that 41% were more productive while working remotely, organizations doubt if it will be possible to keep the same level of productivity, mentorship and talents development.

Continue reading
Provide Support live chat app for Shopify

Provide Support Live Chat App for Shopify

Today more and more businesses prefer using powerful shopping cart systems for their online stores. Shopify is known to be the one of the most popular. In fact, there are over 500000 active stores in Shopify system. Moreover, 25.8 million apps have been  installed through Shopify app store, with more than 80% of merchants using third-party apps. Provide Support live chat app is also available for installation in Shopify app store. It will take just a couple of minutes to enable the app and start assisting website visitors through live chat. With Provide Support live chat you will get: 

Continue reading
customer service reporting

5 Reasons Why Customer Service Reporting is Important

The success of your customer service team depends on customer service reporting and other important metrics which help get direct feedback and successfully manage your team. Today reporting became integral part of any business. We require reports not only in customer service field but also in other areas of business workflow. Detailed statistics data allows us get a direct feedback right away without collecting information from consumers and analyzing questionnaires. In this blog post I would like to tell about 5 reasons why your customer service team needs reporting and how to use available data to improve employees’ performance and customer service quality.

Continue reading
browser based operator console vs stand-alone operator console app

Browser Based Live Chat Operator Console vs Native Live Chat Application

Our customers often ask us what is the difference between our browser based live chat operator console version and the native operator chat client. Though both are operator consoles, they are slightly different as are built using different technologies. In other words, both live chat apps support all features required for chatting with customers, but your choice of the version depends on various circumstances. In this post I will tell you about differences between these versions and when it is better to use one or another live chat operator console app.

Continue reading
How to Measure your Customer Service Team Performance

How to Measure your Customer Service Team Performance

You can affect only those things you pay attention to. That is why it is important to get information about your live chat customer service team performance and make improvements based on it. With Provide Support live chat statistics tool you can easily track how many chats your live chats agents get, how fast they respond and how many chats they miss. 

Continue reading
10 Tips for Building your Remote Team and Providing Safe Online Support

10 Tips for Building your Remote Team and Providing Safe Online Support

Today more and more institutions and businesses switch to remote work due to the unsafe and unstable situation in the world. This in turns leads to the increasing demand for virtual communication not only with customers but also among team members who start working remotely. This is where the software for online communication such as live chat, online conference platforms and corporate communication tools becomes handy and saves businesses from closing and public institutions from chaos in communication. In this blog post we would like to share our experience in managing remote teams and building virtual office environment for successful, smooth and safe online support and business processes. Working from home is no longer a trend, it’s now a necessity for almost all businesses and institutions across the globe. 

Continue reading
Start Chat and Leave a Message Forms

How to Customize Start Chat and Leave a Message Forms

What do Provide Support customers like most of all about our live chat product? With a great set of features Provide Support live chat window can be customized to match any website look and feel and allows collecting various information about customers through pre-chat survey and leave a message form. For many business owners it is important to collect information about customers and analyze it before and after the chat conversation. For this purpose we added a possibility to customize start chat and leave a message forms. Start Chat Form Customizations Pre-chat form or pre-chat survey can contain any number of fields as well as a custom greeting message. The content displayed on the pre-chat form will not slow down the website loading since it loads only after the chat button has been clicked.  

Continue reading
Live-Chat-Software-2020-Review-Strong-and-Weak-Sides

Live Chat Software 2020 Overview: Strong and Weak Sides

In 2020 year businesses will try to do their best to provide excellent customer service and satisfy their customers. However, to offer smooth customer experience you need not only to answer questions and provide correct answers, but also offer your customers convenient for them communication channels. Modern customers cannot imagine a website without a click-to-chat button. Live Chat allows them to contact businesses wherever they are and ask questions without waiting for email response or listening to IVR. In this blog post we will review major players on the modern live chat market. In our review we will highlight the following sides of each provider: 

Continue reading
Best Customer Service Posts and Videos

Best Customer Service Posts and Videos from Provide Support

In 2020 customers will become smarter as their expectations for service and customer experience are set by best brands. While interacting with a business, they compare their experience to the best one they received from anyone and anywhere. Thus the gap between expectations and reality may widen for some companies. As a result customers will walk away searching for better experience. Another trend is convenience of connecting with a company. When a customer wants to get in touch, they will reach for the most convenient communication method. Thus you should not limit your communication channels just to phone, chat and email. Your customers may also use social media or an app on smartphone. This is convenience that will drive repeating sales and customer loyalty. 

Continue reading