Customer Support

Respond to customers quickly with canned messages. Get notified of incoming chats, share files, and add tags to filter chats easily.

  • Live chat canned responses
    Canned responses

    Predefined messages reduce response time

  • Offer 24x7 support, auto-book appointments & generate leads
    Chatbot

    Offer 24x7 support, auto-book appointments & generate leads

  • Store conversations with customers as transcripts
    Chat transcripts

    Store conversations with customers as transcripts

  • Add tags to chat transcripts for quick filtering
    Chat tags

    Add tags to chat transcripts for quick filtering

  • File sharing during a chat session
    File transfer

    Send images, docs, and links during a chat session

  • Know if the customer has read the response
    Delivery status

    Know if the customer has read the response

  • Get notifications of incoming chats
    Sound notifications

    Get notified of incoming chats

  • Escalate & transfer chat sessions with other operators in real-time
    Escalations & transfer

    Share chat sessions with other operators in real-time

  • View customer details during an ongoing chat
    Customer details

    View customer details during an ongoing chat

  • 24/7 self-help with knowledge base
    24/7 self-help

    Reduce tickets by up to 80% with knowledge base

  • Train new live chat operators
    Train new operators

    Monitor ongoing chats and train new operators accordingly

  • Meet SLA requirements with time limits and deadlines
    SLA settings

    Meet SLA requirements with time limits and deadlines

  • Capture customer details with Pre-chat form
    Pre-chat form

    Capture customer details before the chat begins

Customer Engagement

Initiate a chat with customers automatically or proactively based on behavior. Route chats to the right department for faster responses.

  • Customer live chat history
    Chat history

    Track your customer’s journey from start to finish

  • Track website visitor in real-time
    Visitor tracking

    Track behavior through pages browsed & timespent

  • Schedule call backs for customers
    Call back

    Schedule call backs for customers when chat is offline

  • Live chat automated greetings
    Automatic greetings

    Set up automated greetings based on visitor behavior

  • Live chat custom greetings
    Custom greetings

    Personalize chat greetings for each operator persona

Customization & Branding

Make your chat window match your company branding. Create agent profiles to add personality to your chat window.

  • Set inactivity timeout in live chat
    Inactivity timeout

    Set an inactivity timeout and maintain compliance

  • Add company logo in live chat window
    Company logo

    Add your company logo

  • Eye catcher to grab visitors’ attention
    Eye catcher

    Grab visitors’ attention

  • Customize the colors of live chat window
    Customize chat window

    Customize the colors of your chat window

  • White-label live chat software
    White-label

    Remove ‘Powered by ProProfs” from the chat window

  • Multi multilingual live chat software
    Multiple languages

    Provide chat support in 70+ languages

  • Manage chats for multiple domains in one place
    Custom domain

    Manage all chats for multiple domains in one place

  • Let visitors initiate a chat in a separate window
    Separate chat window

    Let visitors initiate a chat in a separate window

  • Live chat queue
    Chat queue

    Let visitors know where they are in the support queue

  • Embed chat in email signatures
    Embed chat in email signatures

    Offer customers an easy way to reach out for help

Reports & Analytics

Live chat features list also includes delightful reports and analytics. Learn how operators perform and help them improve with advanced reports and analytics.

  • Supervisor live chat dashboard
    Supervisor dashboard

    Monitor chat operators closely and view reports

  • Summary of stats of live chat report
    Statistics

    Get a summary of key stats including chats received, responded, missed, and rated

  • Live chat reports
    Chat report

    Review the overall rating, individual operator rating, and operator performance

  • Workforce management using live chat reports
    Workforce management

    Hourly chat reports for efficient staffing allocation

  • Monitor operator efficiency using timesheet
    Timesheet

    Monitor operator efficiency - track login hours, active days, and more

  • Download chat reports as a CSV file
    Export reports

    Download reports as a CSV file and review later

Smart APIs

Record your customers’ journey and push their chat conversations, browsing, and purchasing patterns to your favorite third-party applications.

  • Live chat report via API
    Report via API

    Exchange reports with any third-party application

  • Grow contacts using pre-chat forms
    Grow contacts

    Send pre-chat form contact details to your third-party integrations using API

Integrations

Integrate ProProfs Chat with your favorite tools, including Microsoft Dynamics 365 CRM and WordPress. Create a support bundle and build delightful customer experiences.

Team Management

Create operator groups, define roles and responsibilities, and manage how many chats operators can manage simultaneously.

  • Admins can supervise chats
    Supervise chats

    Allow admins to supervise chats and intervene

  • Audit & Admin Controls to review reports
    Audit & Admin Controls

    Review chat transcripts & performance with reports

  • Create departments to manage chats and operators
    Create departments

    Manage chats and operators using departments

  • Define responsibilities for admins and operators
    Roles & permissions

    Define responsibilities for admins and operators and restrict dashboard views

  • Limit the no. chats an operator can manage at one limit
    Chat limit

    Limit how many chats an operator can manage at one limit

  • Visitors can choose their preferred operator during live chat
    Enable operator selection

    Allow visitors to choose their preferred operator when initiating a chat

  • Operator-to-operator chat
    Operator-to-operator chat

    Operators can collaborate for faster resolution

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Customer Feedback

Get instant feedback on chat quality, operator performance, and more.

Anytime, Anywhere

Provide anytime, anywhere support to customers seamlessly across devices.

  • Live chat web app
    Web app

    Works across browsers such as Chrome and Firefox

Security & Permissions

SSL encryption. High uptime and reliability powered by servers hosted with Softlayer (IBM) in the USA.

  • Block IP addresses and spam
    IP restriction

    Block IP addresses and spam

  • Restrict some access for operators
    Restrict Access

    Allow admins to control operator view

  • Restore deleted data
    Vault

    Restore accidental deletion of data

  • Simplify operator authentication process with single sign-on
    Single sign-on

    Simplify operator authentication process with single sign-on

A Complete Support Suite

Handle offline messages with our built-in ticketing system. Provide 24*7 self-help with Knowledge Base, and capture customer feedback with Surveys, and train operators accordingly.

Awards & Press

Winner: Best eLearning Software for Employee Training, Hermes Creative Awards
Winner: Best eLearning Software for Employee Training, Hermes Creative Awards
Winner: Bronze Stevie, American Business Awards
Winner: Bronze Stevie, American Business Awards
Winner: Great User Experience, FinancesOnline.com
Winner: Great User Experience, FinancesOnline.com
Winner: Gold, Brandon Hall Excellence Awards
Winner: Gold, Brandon Hall Excellence Awards
Winner: Best Corporate Training Software, MarCom Awards
Winner: Best Corporate Training Software, MarCom Awards
Ranked: Top 20 Health & Safety Training Companies, Training Industry
Ranked: Top 20 Health & Safety Training Companies, Training Industry
Ranked: Top 20 Learning Management System (LMS) Products, 2020 by Crozdesk
Ranked: Top 20 Learning Management System (LMS) Products, 2020 by Crozdesk
Top 11 Online Training Software for 2020 by Softwareworld
Top 11 Online Training Software for 2020 by Softwareworld
ProProfs Chat Software Reviews on Capterra
ProProfs Chat Software Reviews on FinancesOnline
ProProfs Chat Software Reviews on G2Crowd
ProProfs Chat Software Reviews on GetApp
ProProfs Chat Software Reviews on SaasGenius
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