The heart of Provide Support's product portfolio is its dedicated live chat feature. The embeddable and highly customizable live chat window comes with a number of added extras such as native spell check, chat statistics, and excellent security.
Chat technology is constantly being updated to meet the latest trends in the customer service market, and Support Services spends a lot of time evaluating customer feedback to make the service more engaging. This ensures that every interaction is as effective as possible.
Some of the features of the "chat" app include:
Embedded Chat: You can choose to either embed a chat window into your website page office 365 data s or create a pop-up window, depending on the experience you want to provide. Everything works seamlessly with your existing website, so minimal coding is required.
Live Chat History: Not only can you keep a close eye on your chat sessions over time, but you can also receive chat transcripts via email and allow visitors to send their own chat conversations via email.
File Transfer: You can transfer files up to 100MB in size directly through the live chat window. The “preview” feature means it’s easy to see audio, images, video files, and other content presented in the chat window.
Canned Messages: Enhance and expand your customer support team with pre-defined answers to your customers’ most common questions. You can also use your analytics to track which canned messages are performing best.
Proactive Chat: Using the Live Website Monitoring feature in the Provide Support menu, you can invite your website visitors to chat by proactively sending them invitations. This can help increase engagement and conversions.
Pre-chat survey: The pre-chat survey feature allows companies to ask visitors for additional information about their experience before starting a live chat, making support more efficient and convenient for everyone involved.
Post a chat survey: A post-chat survey means you can collect information about how customers perceived the overall experience of the chat. This can be useful for adding more context and human insight to your analysis.
Customer data: If your website has already collected information about your chat contacts, you can provide contextual information to agents. This reduces the need to ask repeated questions about what customers have been doing or looking at.
Restrict chat access: You'll be able to block access to your chat tools from specific IP addresses, subnets, countries, or URLs. This gives you more control over the kind of messages you receive and can improve security.
Data Protection: Providing support allows companies to remove visitor IPs, hostnames, and other information from real-time monitoring systems and add mandatory data processing consent fields to chats.
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