--- title: "Provide Support Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Provide Support the right Live Chat solution for you? Explore 28 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/24848/Provide-Support-Live-Chat/reviews/" page_type: "reviews" language: "en" publication_date: "2026-10-19" --- Provide Support 4.6 (28) [View alternatives](https://www.capterra.com/p/24848/Provide-Support-Live-Chat/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated October 19th, 2026 # Reviews of Provide Support Ease of use 4.8 Customer Service 4.8 ## Pros and Cons in Reviews Paul P DirectorE-Learning, 2 - 10 employeesUsed the software for: More than 2 years. “It is an affordable price and comes with quick and responsive client service.“ February 10, 2021 ## Showing most helpful reviews Showing 1-25 of 28 available reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use R Reviewer Seeking Sales Opportunities in Industrial Sales Used the software for: 3-5 years ### "Great value for product." January 19, 2018 4.0 A great contact tool for following up on customers. Pros Works consistently well. Except for a few issues mentioned below, the response time is pretty good. I'm rethinking some strategies to try and capture some abandoned website users. Cons I do wish they would get a better way to import a text file to populate the canned response file but it still is a great value. Looking forward to the release of the statistics module. I've been waiting for a fix to it. It was a great reporting mechanism when it worked. Review Source Peter R. Director of Marketing Used the software for: 3-5 years ### "Good, simple chat program" August 26, 2019 4.0 Provide support is exceptionally easy to use for a customer service agent which is the primary reason we chose to use it. The well designed chat console enables our representatives to handle more chats simultaneously while maintaining high standards of service. Pros The no-nonsense interface makes it easy for CSRs to conduct multiple chats without anything slipping through. Cons I would like to have an automatic chat prompt with trigger options based on page depth and time on site. I would also like an option to integrate Provide Support with our ticketing system and CRM to better tie chat sessions with customers and orders as well as making it easier to find customer info post-purchase. Review Source Verified Reviewer Ecommerce Business Analyst Used the software for: 3-5 years ### "Basic Live Chat Tool" August 2, 2019 3.0 We are an ecommerce site that needs to have a way to communicate in real time with customer. Provide Support allows us to do that. Pros We love that Provide Support allows us to have a live chat option on our site. We previously didn't have one and now we do. There is nothing particularly flashy or great about it, but it does a good job. Cons This kind of goes in hand with what I said above, but there isn't anything out of the ordinary that Provide Support does. Chat features are minimal, but they work. The backend workbench for our customer support team gets the job done without being overly complex. Review Source R Reviewer Digital Marketing Specialist Used the software for: 3-5 years ### "Great Product \*But...\*" August 16, 2019 4.0 Wonderful save for the UTM issue that (when we called to ask if it was fixable) is a deal-breaker. We'll miss you. Pros The level of functionality is staggering. I love it. I wish we could keep it at my company however we cannot because... Cons ...Your product drops UTM codes from Google Analytics, which is crucial to our being able to track our marketing efforts. We sadly have to drop your product for one that is extremely well-known and used by huge enterprise-level companies, but doesn't do half of what Provide Support can do in way of customization and back-end user friendliness. Review Source R Reviewer Owner Used the software for: 3-5 years ### "Great Customer Chat Software Packed with Features" August 16, 2019 5.0 I needed a way to monitor traffic and communicate with customers more efficiently so convert traffic to sales. Provide Support does with easily and does not cost too much to operate from month to month. Pros I like how easy it is to set up and use the software. Integration with our web host was quick and simple. I am able to monitor traffic on the site as well as communicate with my customers anytime as I have it on my desktop as well as Ipad and Iphone. Cons I wish it would have a timer setting so that I can have myself available during certain hours. If you walk away from the desk (which i am contantly doing ) and forget to mark away or log off then you can miss the chats Review Source TB Timothy B. Director of Operations Used the software for: 3-5 years ### "Great chat software that is both easy to use and user friendly" January 16, 2018 4.0 Customer support that is always available and helpful. Easy to use software that was very user friendly when implementing. Custom reports that help me track our ROI and performance. Pros I like that this software is very easy to implement and get started very easily. All of the agents I have that use this feature are able to get trained in a short amount of time which really helps our team save time and money in training. I like the different options when it comes to customizing things to my specific needs based on client feedback and preferences. I like that customer support is very friendly, knowledgeable, and helpful whenever I have issues arise that I am not able to figure out on my own. Cons I wish there a more modern user interface that was a little more polished, but I like what we use currently. There is always room for improvement and I think this is one area that could be worked on. Review Source Leonard C. Senior Developer Used the software for: 3-5 years ### "An integral part to our customer support and sales workflow" August 16, 2019 5.0 We started using live chat to see whether we could help customers on our site. Over the last few years it has grown to be an integral part of our customer support and sales communication. Many customers prefer chatting online instead of using the phone but prefer real time communication. This, coupled with the simple but effective interface that Provide Support offer has made it a real success for us. Provide Support's own staff have been extremely helpful over the years, helping us implement and use their system effectively. Pros The software is easy to use and provides plenty of features for our staff to use. The transcripts that are emailed after are helpful and the data protection has been carefully thought about. Cons Not as much control over filtering out certain visitors, such as by country, that we would like. Review Source R Reviewer Director Used the software for: 3-5 years ### "They provide an excellent web site chat and customer support product" February 11, 2021 5.0 This is a very innovative company I have done business with for over 10 years. They provide an excellent web site chat and customer support product for enhancing any small company's web customer service and sales operation. It is an affordable price and comes with quick and responsive client service. Pros They provide an excellent web site chat and customer support product for enhancing any small company's web customer service and sales operation. It is an affordable price and comes with quick and responsive client service. Cons Nothing negative to write about. Experience in product use and client service all positive. Review Source R Reviewer Customer Support Manager Used the software for: Less than 1 year ### "Glad we chose Provide Support Live Chat" August 26, 2019 5.0 Overall our experience with Provide Support Live Chat has been very positive. I believe that all of our Operators find the system easy to use. There was a fear of using Chat in the very beginning, but I don't think that exists anymore. Pros 1\. Simplicity in setting up Operators/Users. 2. The 10-Day Free Trial was a great opportunity to test out the system. 3. Lead time for setup was minimal. 4. I like the ability to receive the off-hours or off-line email. 5. I like the quality of the Transcripts. Cons 1\. For me, it wasn't entirely intuitive. 2. I found that adding a customizable graphical button on our web-page was challenging. I still have not done that yet. 3. No Analytics/Reporting. I have to manually look at all the transcripts to add up calls/chats per Operator. Review Source R Reviewer Customer Service Representative Used the software for: Less than 1 year ### "Easy to use interface. Intuitive to new users. " January 17, 2018 5.0 I get to talk to my customers and help rectify any problems or concerns they may have. Pros I was apprehensive about using this chat platform as I had never used one before. It is simple and easy to learn. The icons are clearly understandable. You can see who is online and available as an operator. It shows when someone is typing which is so helpful. You know that someone is replying. I was very happy to learn this program and use it at work. Cons I would love a little more color and perhaps photos so they can see who they are talking to. It's a great platform, but could use a little updating in style and colors. The functionality is fantastic, no improvements needed there. Review Source R Reviewer Technical Support Manager Used the software for: 3-5 years ### "Excelent Service" December 17, 2019 5.0 I love using it and setting it up. We now have 3 accounts with you. Pros That it is easy to use and implement. \[SENSITIVE CONTENT HIDDEN\] and \[SENSITIVE CONTENT HIDDEN\] are always readily available to assist. I do however would like some reporting functionalities added to the chat support dashboard. Would be of great help. Its the only thing Provide Support lacks. Cons There is no reporting functionalities. This will make your software world number 1. Review Source KG Kimberly G. Operations Manager Used the software for: 3-5 years ### "Great Connection to the Outside World" September 3, 2019 5.0 As the Administrator, I love the transcripts that are provided via support. I am able to read them and cross train my end users on certain encounters. Pros We like the fact that our customers can access our website and chat us to place orders and have any questions answered in real time. Cons We do not like all of the Spam Callers we have come into contact with. This really is not due to the software itself. Review Source R Reviewer CEO Used the software for: 3-5 years ### "Excellent Product and Excellent Customer Service" August 12, 2019 5.0 The customer service reps that we spoke with prior to purchasing were great! We had a few questions and they walked us right through it. We are VERY pleased with your live chat product. More satisfied than we expected! We love it! Pros I like that this works on desktop as well as on mobile devices. We are able to live chat with customers even while we are out of the office. For a small business like ours, that is a big help because we are not always able to be in the office just to handle chat questions. This way we can be out running errands and still be able to answer any questions a potential customer may have. Cons It took a bit of work to figure out how to set the system up in terms of the chat window style, finding the right image to use on our website, etc. But once we got into it, it was pretty easy to set up. Review Source R Reviewer customer service Used the software for: 3-5 years ### "Great tool for customer support" August 26, 2019 5.0 Provide Support Live Chat has become an important tool for both our support staff and our customers. we've found that many customers prefer to contact us via Live Chat because it allows them to multi-task and there seem to be very ew questions, concerns or issues that can't be resolved via chat- most of the time we are able to serve the customer with what they want or need and let them move on to their next task. Simplicity for our customers is key. Pros ease of use for both operators and customers Cons we like it all! we haven't found a feature that wasn't helpful Review Source R Reviewer Senior System Engineer Used the software for: 3-5 years ### "good application easy to use" January 22, 2018 5.0 more support to the end user Pros easy to use , simple setup addin users is in a click of the mouse. Cons limited feature limited adjustments like themes ...., there could be some adjustments here Review Source R Reviewer Client relations Used the software for: 3-5 years ### "Easy to use, does the job! " October 30, 2018 4.0 Pros It is functional and does the job - it is the first software of this kind I have used, so I have nothing to compare it to! Cons I haven't noticed any issues with it. It can be a little unintuitive, e.g. with figuring out what all the icons mean and how to get another agent into the chat. It would also be great to be able to see the country when the call comes in, instead of having to scroll down the list. We have agents in different regions, so would be good to see immediately whether to answer or leave it for someone else. Review Source R Reviewer Account manager Used the software for: 1-3 years ### "used it before Livechat. livechat is far more easy and user friendly " January 17, 2018 3.0 possibility to support our customer online oh yes i recall the incoming chat ringing was awful!!! Cons there was no possibility to transfer chat to another person, only invite and you have to sit together in the room, makes no sense, only distraction Review Source R Reviewer Help Desk Technician Used the software for: 3-5 years ### "Provide Support has exceeded expectations!!" July 15, 2020 5.0 Pros The ease of use and reliability are key pros that need to be mentioned. The software has always functioned will minimal bugs or glitches. Cons The PC software has no flaws that I can think of. The smart phone app could use some improvements. The most obvious being sound alerts when a new chat session is requested. The alerts work some of the time, but are not consistent. Review Source R Reviewer Marketing Manager Used the software for: 3-5 years ### "Good live chat app" July 15, 2020 4.0 It's great that our customers have the option to chat with us Pros Easy to use and great responsiveness of customer support Cons I feel the app is a little bit old in design of buttons and UX Review Source R Reviewer Director of sales and marketing Used the software for: 3-5 years ### "Very good product " October 9, 2019 5.0 The support team is easy to reach and efficient. Pros We have been using this software for a very long time. Very efficient, easy for our team to use and friendly for our customers. Cons Nothing to report, do not see any flaws. Review Source R Reviewer Director Used the software for: 3-5 years ### "Great tool for our business!" February 5, 2018 5.0 Pros Ability to see all available operators who are available and manage the ability of our teams to answer the chats. Cons Making sure the program logs in automatically so my teams are connected. There are times they do not realize they are not connected and available. Review Source R Reviewer Partner Used the software for: 3-5 years ### "We love Provide Support Live Chat" May 17, 2017 5.0 We have Provide Support for years now and still feel that it is worth every penny. It is not expensive and billed every three months. You know who is on your website and where they go. that way you can identify errors or follow up with them over a proactive chat. thank you for a great product! Pros Costeffecticeness Cons What's not to like? Review Source R Reviewer President Used the software for: 3-5 years ### "Great Product" December 18, 2018 5.0 Great, set it up years ago and forgot about it. Still working and is just part of our system. Pros The API, that allows me to build into our system. Has been running flawlessly for over 5 years. Cons Nothing Review Source R Reviewer Marketing Manager Used the software for: Less than 1 year ### "Provide Support is cost effective and easy to implement." August 26, 2019 5.0 Provide Support allows us to easily interact with our website visitors who initiate contact at their convenience. We we able to customize the appearance to our brand and choose how it best works for us. They offer way more features than I think we will ever need. Pros We were able to trial and start using right away with little to no learning curve. It was also easy to switch payment plans. Cons I don't have any complaints at this time. Review Source Tim R. General Manager Used the software for: 3-5 years ### "Basic live chat for website" April 3, 2018 4.0 Easily accept and manage multiple chats with live customers Pros I like the operator console to chat with people on our website. It is available either through a desktop version, or if you aren't at your computer you can login via web browser. You can set auto responses and what to do if operators aren't available or don't answer. Integration with our Drupal website was easy. Cons I don't like the administrative portal. It is not clear how to add/delete/edit operators. Also the sound played for a chat is annoying and can easily be confused with a phone. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.