Available features

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Available  features

Provide Support has a rich set of features to enhance your sales and support staff.

 

live cht icon Live Chat

 

Live Chat with Website Visitors – Now you have an ability to chat with your customers while navigating them through your website.

 

Multiple Chat Requests – One agent can handle any number of chat sessions at the same time. Each session runs in a separate room in the agent app. Agents can accept or ignore incoming chat requests by clicking on "Accept" or "Ignore" buttons respectively in the agent app.

 

Proactive Chat Invitation – Invite your website visitors to chat with you in a private, one-on-one sales and support environment.

 

Eye Catcher – draw attention of your website visitors with help of unobtrusive text bubble which appears next to or above your chat button.

 

New Message Alert – If a chat window is minimized, your visitors will see there a small notification bubble along with a new message.

 

Emoticons – Add a personal touch to your messages and make support experience friendlier for your customers.

 

Agent-to-Agent Chats – Agents can initiate chats with co-workers in separate rooms or invite other agents into their current rooms. This allows handling complex requests or transferring visitor calls.

 

Transfer Calls – Agents can invite colleagues to their chats, and hand over customers' conversations if assistance of a different professional is required.

 

Files sending limitation  – You can block potentially harmful files from being sent in chat.

 

Media files preview  – Your visitors and live chat agents can preview media files (images, video and audio files) sent during the chat without downloading.

 

Chat window accessibility  – each control is accessible via keyboard and has a bright outline when focused from the keyboard.

 

Inactive chats auto closing  – To facilitate your live chat workflow you can enable inactive chats auto closing and set the waiting time there.

 

Assign Agents 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.

 

Online presence monitoring  – Get alerts to your email when your chat goes online or offline.

 

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.

 

live chat monitoring icon 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.

 

Filter out IPs from monitoring  – If you do not want to show your company IP addresses in real time monitoring results, you can hide them with help of Visitor Monitoring Filtering feature.

 

live chat customization icon Customization and Branding

 

Customizable Embedded Chat Window – You can choose chat messenger theme matching your website look and feel. Agent picture, greeting and system messages can be customized as well.

 

Company logo - You can upload your company logo to chat window to make live chat experience more personal.

 

Live Chat Window Preview - You can preview your chat window updates in real time before publishing them.

 

Custom chat window fonts - You can enlarge fonts in chat window or select Google font for it.

 

Customizable Pre-chat Survey Fields – You may choose what information is collected when a visitor requests a chat, e.g. name, email, location,  etc. You can also add custom drop-down lists to the form.

 

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 Agent Pictures – Agents can choose a standard picture from the Provide Support website, or they can upload their own photo.

 

Offline settings - You can display the offline chat button and let your visitors send you offline messages, redirect them to your custom contact page or completely hide your offline chat button.

 

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.
 

live chat operator console icon Native Agent App for Windows, Mac OS, Linux, iOS and Android

 

Native Agent App with Auto-login – Along with our pure browser-based agent app you can download the native agent app. It runs in the system tray and pops up when a website visitor requests support.

 

System tray notifications - For incoming chats, messages and other events you can enable system tray notifications and customize their behavior.

 

Idle Detection – The agent app will automatically switch to "Away" status when your computer has been inactive for some time. Chat button on your website will change to "Offline" even if you forget to log out from the agent app. You can define this timeout on the Options screen in the native app's menu.

 

Sound and Visual Alerts – Receive audible and visual notifications when a visitor requests support, another agent needs assistance, a new visitor enters your site, and on other events.

 

Agent Profiles – Allows you to run several instances of the agent app, connected to different agent 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 agents work in different shifts and share one machine.
 

Automatic Spell Checking – Spell checker for various languages is built into the agent app and ready to use. It automatically checks your spelling while you're typing your message in the Live Chat agent app and highlights words that might be spelled incorrectly.

 

Hot keys -  Shortcuts in the native agent app will help to make your support more efficient

 

Mobile apps - You can use mobile apps for iPhone or Android if you need to step away from your computer and would like to monitor your chats.

 

 

live chat features icon Other Features

 

Leave a Message Form – If no agents 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 agent) 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 – With a mouse click, you can send pre-written answers to commonly asked questions.

 

Canned Responses Import and Export - You can import canned responses to your account from CSV or transfer your responses to a different account.

 

Access Restriction - Block single IP, the whole subnet or specific URLs from accessing your live chat feature.

 

CMS and Shopping Carts Integration - Integrations with various content management systems and shopping carts.

 

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 a number of agent profiles, not a 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.

 

Google Analytics Integration- You can track the number of chats and offline messages with help of Google Analytics.

 

Chats reporting - Detailed statistics on company chats can be enabled in the account and accessed from a separate Live Chat Statistics app.

 

Chat button and link for social media platforms - Easily integrable chat button and text chat link codes into social media platforms, forums and blogs

 

10-Day Free Trial & 30-Day Money Back Guarantee – Provide Support offers a 10-day free trial period with all features included. 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.