Provide Support has delivered highly reliable, enterprise-grade live chat software since August 2003. We consistently maintain a 99% uptime record by hosting our cloud-native infrastructure in secure, geographically distributed data centers (New York and Jacksonville). In the rare event of a data center disruption, the system automatically reroutes user accounts to maintain uninterrupted operations.
No, the Provide Support live chat widget will not negatively impact your website's loading speed or Core Web Vitals. Our client-side chat button uses lightweight, asynchronous JavaScript and Dynamic HTML, meaning it loads independently in the background and does not block your website's main content from rendering.
Provide Support is strictly a cloud-hosted (SaaS) live chat solution. The system runs on our secure, fully managed infrastructure, meaning your business does not have to worry about server capacity, bandwidth usage, or system upgrades.
No, Provide Support offers only the technical solution (server-side software and apps).
No, Provide Support is designed exclusively for 100% human-to-human interactions. We do not offer automated chatbot features. Our platform is built for businesses that want to provide premium, personalized customer service without forcing website visitors through frustrating automated bot loops.
Yes, Provide Support Live Chat window is designed with inclusivity in mind and follows WCAG 2.0 (Web Content Accessibility Guidelines). It supports full keyboard navigation (including focus indicators), screen reader compatibility via ARIA labels, and high-contrast visual settings. These accessibility features ensure that your website remains accessible to users with visual, motor, or cognitive impairments, helping you meet ADA and Section 508 standards.
Provide Support can be integrated into any website, whether it is custom-built or powered by a CMS. You simply copy a short HTML snippet from your Provide Support control panel and paste it into your website's source code. We natively support custom HTML sites as well as popular platforms like WordPress, Shopify, Joomla, and Wix. If your platform prohibits JavaScript, we also offer a special HTML no-script fallback code.
Yes. Provide Support includes a special "Hidden Code for Visitor Monitoring". This allows you to track real-time website traffic, see referring URLs, and watch visitor navigation directly inside your agent app without displaying a visible chat widget on the page. It is a perfect solution for stealth monitoring or keeping critical conversion pages entirely clutter-free while still tracking user behavior.
Yes, Provide Support offers a highly versatile direct link to chat feature. In addition to the standard website widget, you receive a direct URL and QR code that opens your live chat window. This allows you to embed chat links or QR codes into HTML emails, social media profiles, newsletters, or business cards.
Yes. The "Powered by ProvideSupport" watermark at the bottom of standard chat windows and links can be removed for free in all paid accounts. When combined with the Custom Domain feature, your entire live chat experience can be 100% white-labeled.
Yes. By default, your chat widget is hosted on a Provide Support domain. However, we offer a Custom Domain premium feature for $49 per year. This allows you to host the chat window securely on your own subdomain (e.g., chat.yourcompany.com), providing a completely seamless brand experience.
Yes, the chat window is highly customizable. Administrators can upload custom company logos, use custom chat button images, alter the chat invitation background, and change fonts and hex colors. You can even use basic HTML tags (including image tags) to format and embed pictures directly into your automated System Messages.
Yes, you can install the Provide Support live chat widget on an unlimited number of websites and web domains using a single account. Your support agents can easily tell which website a customer is visiting. The agent app displays the visitor's current page in real-time, and the exact referring page is clearly highlighted in the visitor details section during the conversation.
No additional software is required if your agents use the web-based agent app, which runs securely in any modern browser. However, for advanced functionality, Provide Support offers downloadable standalone native desktop apps for Windows, macOS, and Linux, which include extra features like spell checking, system tray notifications, keyboard shortcuts, and geolocation map. It also supports advanced features like other agents monitoring, abusive visitors blocking, and own custom responses editing. We also provide dedicated mobile apps for iOS and Android.
Yes, administrators can configure a comprehensive pre-chat survey. You can add text fields, text areas, drop-down lists and other fields types to gather specific context before routing the visitor to an agent. You can also use a special "Passing Information from Your Website Scripting to Operators" code to automatically pass additional information your website knows about the visitor to agent apps.
Provide Support handles international communication in two distinct ways:
Yes, Provide Support includes a robust canned responses feature. Responses can be created at the company level, department level, or individual agent level, and can be bulk-imported via CSV. Desktop app users can trigger these rapidly using keyboard shortcuts.
Provide Support offers highly customizable offline behavior to ensure you never miss a lead. When your team is unavailable, you can configure the widget to automatically:
Provide Support offers a balanced, non-intrusive approach to visitor engagement through two distinct features:
No, Provide Support strictly prohibits "sneak peek" or typing-spy features for privacy reasons. While some platforms allow agents to see keystrokes before a message is sent, we believe this is a severe violation of user privacy. If a website visitor accidentally pastes sensitive information or rewrites a message, no one has the right to see it until they explicitly choose to share it. Provide Support is a privacy-first platform; agents only receive messages after the visitor intentionally clicks Send.
Provide Support is uniquely optimized for highly efficient, secure, and fast text-based messaging. We do not offer audio or video chat features. This intentional design ensures our widget remains incredibly lightweight, requires minimal bandwidth, and provides a distraction-free experience for your website visitors.
Yes, secure file transfer is fully supported, with strict security controls for account administrators. Both website visitors and agents can easily send and receive files, documents, and images directly within the live chat window. To protect your network from malware, administrators can restrict the specific types of files allowed for transfer (e.g., blocking .exe or .zip files, or strictly limiting transfers to image formats like JPG and PNG).
Yes, Provide Support offers robust Department Routing and Chat Transfers. Visitors can manually select the specific department they need (e.g., Sales, Billing, or Tech Support) directly from a drop-down menu on your pre-chat survey. To keep the widget easy to manage, all initial routing is handled centrally through this single form, meaning there's no possibility to have separate chat buttons or distinct links for different departments. Additionally, if a conversation requires escalation, agents can seamlessly transfer the active chat session to another online agent in a different department without the visitor having to restart the conversation.
Provide Support uses enterprise-grade encryption (HTTPS/SSL/TLS) and offers highly flexible data retention policies, making it ideal for privacy-conscious industries like healthcare, finance, and legal (GDPR/HIPAA environments).
Yes, the Provide Support system operates over standard HTTP and HTTPS ports (80 and 443). It functions smoothly on highly secure corporate networks without requiring special port mapping, forwarding rules, or firewall exceptions.
Yes, administrators can establish strict access controls via the Chat Access Restrictions page. There, you can easily block specific IP addresses, IP ranges, referring URLs, or entire countries.
No, Provide Support offers unlimited chats. Unlike some platforms that cap your interactions or charge you per conversation, our pricing allows for infinite chat volume at no extra cost.
Provide Support pricing is strictly based on the total number of registered agent profiles in your account, which is fixed by your subscription tier. Each profile is licensed to a single individual, but allows you to install the agent app on multiple devices, so you can easily chat from your office, home, or mobile device without purchasing extra seats.
Provide Support accepts a wide variety of global payment methods, making it highly accessible for international businesses. Accepted methods include credit/debit cards, UnionPay, PayPal, Alipay, cryptocurrency (Bitcoin / BTC), US/Canada checks (in USD), and Purchase Orders.
No, there are absolutely no setup fees, hidden costs, or forced long-term contracts. Provide Support charges a transparent subscription fee. Payments can be made monthly, quarterly, semi-annually, or annually, with built-in discounts applied for longer billing cycles.
Yes, your subscription is highly flexible. You can upgrade or downgrade at any time (with prorated balances applied automatically). If you need to take a break, you can contact support to temporarily suspend your account, which preserves all of your settings and account balances until you are ready to reactivate.
Users can test the platform on their real website with real visitors by signing up for a 10-day fully functional free trial. There are no feature limitations during the trial, so you will be able to customize your account fully and create an unlimited number of agent profiles. No credit card or pre-payment is required to start the trial, and all settings seamlessly carry over if you choose to activate a paid subscription.
There’s also a Live Demo section in the account control panel where you will be able to see how everything works before adding the chat button to your website.
Provide Support offers 24/7 real-time support, including deep technical assistance, directly through our own live chat. Unlike other platforms that force you to submit a support ticket and wait days for an email response, our expert team is available around the clock to help you instantly.
Yes, Provide Support includes a dedicated Statistics App that tracks dozens of metrics, empowering you to monitor team performance, agent load rates, and response times. The platform also features fully customizable post-chat surveys. Survey results and visitor feedback are aggregated in your Statistics App and are also conveniently attached to the visitor details section of every individual chat transcript. For developers, a Statistics API is available via our official GitHub.
Yes. While the Provide Support system cannot be entirely rebranded as your own proprietary software, agencies and web developers can utilize our Affiliate Program in combination with our white-labeling features. You can install our white-labeled chat widget on your clients' websites and earn recurring 30% commissions on their subscriptions through your unique partner link.
