Sometimes website visitors don't notice a live chat button or just don't know what it is for. With our new Eye Catcher feature you can help them to see the button, explain its purpose, and encourage visitors to contact your customer support team.
Eye Catcher is disabled by default. You can enable it in your account Control Panel, Account Settings / Eye Catcher page. Tuning up the settings, you can make Eye Catcher more or less obtrusive.
Make sure to switch your chat window to the modern one if you wish to use Eye Catcher as it is not supposed to work with our classic chat window.
Both your chat agents and visitors can transfer files via chat if this option is enabled in your account. Unfortunately sometimes this option is used by visitors to send malicious files that can harm agents' computers. The solution is to limit file types allowed for transferring.
We offer the following options:
- Transfer image files only - use it to allow only images and screenshots transfer
- Block unsafe files - use it to block executables and scripts. Additionally, you can block archives and MS/Libre Office files that can contain executable content
- Transfer all files - use it if you are sure that your agents know how to deal with malicious files threat
File transfer limitation works for both visitors and agents.
Welcome an effortless live chat integration solution for Shopify stores! Just install the app on your store and connect it to your existing Provide Support account or create a new one.
Get Provide Support Live Chat app for Shopify in app store.
Use the new Settings block in modern web chat agent to enable or disable sound notifications on certain events:
- Incoming chat request
- New message in chat
- New visitor entered the website
Modern chat agent app is available at https://op.providesupport.com/
Snipping Tool to make screenshots right from the app added. Your agents can now make a screenshot and either send it to chat or copy to the system clipboard.
Sending images from the system clipboard added. If your agents prefer to use third party snipping tools, they can make and edit a screenshot with any tool they like and then just paste it to a chat using the toolbar button.
Get the new Chat Agent App build right now!
If you have Skip Pre-chat survey option enabled and want to make jumping into chat as easy as a click, use Start chat immediately after chat window load option.
With this option enabled, a chat will start automatically as soon as your visitor loads the chat window.
Please be careful as such unexpected chat start may seem annoying for some visitors.
The option is available on Account Settings / Pre-chat Survey page.
Sometimes there is nothing to ask from a customer before starting a chat. The best option in such cases is to omit Pre-chat survey and let the visitor jump into a chat right away.
When Skip Pre-chat survey option is enabled, your visitors will see a chat form after clicking online chat button on your website. Once they send the first message, the real chat will start and reach your agents.
Try the new option on Account Settings / Pre-chat Survey page.
New desktop live chat agent app release is now available for download!
- This new version is more sensitive to connection issues and tries to fix them quickly
- Images preview is now available in the chat text
- Application language can be switched right from the toolbar
We encourage our clients to use native desktop chat agent apps to communicate with customers. But sometimes it's not possible to install native app due to a company security limitations, or when using public computer.
Using web chat agent app is a perfect solution in such cases. It doesn't require installation and works well with all modern browsers. It stores your agent login credentials only if you want it to. It supports all basic chat features such as:
- multiple chats handling
- canned responses
- file transfer with media files preview
- operator-to-operator chats and chat transfer
- real-time website monitoring
- proactive chat invitation
Web live chat app was the first agent app released by our company, and we are happy to offer you its new redesigned version. It is available at https://op.providesupport.com/
If you prefer the classic version, it's still available at https://operator.providesupport.com/
If you are worried that your live chat may go offline accidentally, enable chat status notifications in your account Control Panel.
Online presence monitoring feature allows enabling separate notifications for both offline and online chat status. Notifications can be sent to up to 5 email addresses.
Quick and qualified customer support is one of the keystones for any kind of business. And to make support process smooth for both chat agents and customers you need to know a lot about your support team load and work. Number of incoming, accespted and missed chats, peak load hours, agents' load and acceptance rate, etc.
Our new Live Chat Statistics app provides access to all mentioned metrics and allows checking them per operator / department or for the whole company. A lot of other useful chat statistics data is available as well.
Just enable chat statistics collecting for your account and enjoy!
Are you using some CMS or E-Commerce platform to manage your website? If yes, then you must have experienced issues with adding custom HTML or scripts to your website. Modern content management systems tend to strictly limit possibility of website source code customization.