Provide Support: Live Chat for Every Support Representative
A question that waits for email is a sale that has already cooled. Phone numbers are easy to miss on a small screen, and a contact form cannot tell you whether the person is still looking at the product. Teams that sell and support from a website need the conversation to start on the page the visitor is reading.
Provide Support
Provide Support offers cloud-hosted live chat. A visitor clicks a button on your site and talks with a person on your team. The company does not staff those chats, and the product is text chat between people: no chatbot, and no voice or video.
Paid plans share the same tools. The only difference is the number of agent profiles, from a single seat to ten, with a custom quote above that. One account covers unlimited chats and unlimited websites, so a shop and a content site can share the same team.
An agent can keep several conversations open and see the visitor’s page, referrer, browser, operating system, and location. Chats, transcripts, and offline email are encrypted. You can email a transcript and leave it unstored, keep it in the cloud, or delete it when the chat ends.
The Powered by ProvideSupport line can be removed from a paid account at no extra charge. A chat link on your own domain is a separate yearly add-on. The window follows WCAG 2.0, including keyboard use and high contrast.
The chat code is meant to load alongside the page rather than hold up the rest of the page. Vendor support is a live chat that runs day and night. A new account includes a 10-day trial, and the first payment can be refunded for 30 days. There is no setup fee and no required long contract.
Strive has used Provide Support’s e-commerce chat feature for a number of years and it keeps getting more popular with our customers new & old. The chat feature allows are customer care team to handle more than one customer at a time, but yet the customer gets personalized attention and neither of them feels rushed as they are on chat, it just makes us and the customer more efficient and we would not be without it!
Jeff E. Lurcook, President, Strive Workplace Solutions
What Your Team Can Do in the Window
The window is a full agent console. The same account covers the conversation, the people who answer, and the way the button is installed.
- Agent apps: Agents can answer from an iPhone app in the App Store, the same app in the Mac App Store, and an Android app on Google Play. Desktop apps cover Windows, macOS, and Linux, at release 7.2.5, with a spell checker in those desktop apps. An agent can stay signed in on a computer and a phone at the same time, and a desktop install is not limited to one computer per seat.
- Automatic translation: An optional add-onenables supporting 39 languages.
- Chat transcripts: Send the record by email, store it, or drop it when the chat closes.
- File transfer: Send files, share screenshots, and preview media and links inside the chat.
- Offline mode: When nobody is available, the visitor can leave a message, go to another page, or see no button at all.
- Platform installs: The button installs on WordPress 5.8 or newer, WooCommerce, Shopify, Wix, Joomla, Squarespace, and Magento. Carts on the same account include BigCommerce, OpenCart, and PrestaShop. A Google Analytics 4 (GA4) measurement ID can be attached, and the account connects to Mailchimp and GetResponse. The chat link can also sit in a Microsoft Outlook signature.
- Pre-chat and post-chat surveys: Ask a few questions before the chat and another set after it. Department routing comes from that form, through one button, rather than a separate button for each group.
- Predefined responses: Canned replies stored for the company, a department, or one agent, with import and export.
- Proactive invitations: An agent sends the invitation by hand. A timed text bubble can sit by the button, and a direct chat link can go in email, on a social profile, or on something you print.
- Statistics: Account counts, plus a public API for pulling those numbers into another system.
- Visitor monitoring: See who is on the site in real time, including a code that watches with no button on the page, a map of locations, chat transfer, and messages between operators. Abuse controls can block an address, a range, a page, or a country.
- White label: Branding removal is included on paid plans. A chat link on a custom domain is $49 a year per domain.
Taken together, the account is a shared place for live conversations, with a record of each chat, a path for people who arrive after hours, and controls for who on the team can see what.
How to Put the Button on Your Site
Create an account, then open the browser console or install an agent app. Paste the chat-button HTML into the site, or follow the guide for the platform you already use. If a browser is blocking scripts, a fallback still offers a way to start the chat.
Visitors do not install anything. They can connect at once or after a short survey. Trial settings stay in place when you pay. If the trial expires, agent logins lock, and the account remains.
