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

  • View customer details during an ongoing chat
    Customer details

    View customer details during an ongoing chat

  • 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

  • Store conversations with customers as transcripts
    Chat transcripts

    Store conversations with customers as transcripts

  • 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

Get Started FreeTake a Tour

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: Bronze Stevie, American Business Awards
Winner: Bronze Stevie, American Business Awards
Leader: Best Customer Chat Software Awards, Crozdesk
Leader: Best Customer Chat Software Awards, Crozdesk
Winner: Great User Experience, FinancesOnline
Winner: Great User Experience, FinancesOnline
Winner: Great User Experience Awards, CompareCamp
Winner: Great User Experience Awards, CompareCamp
Winner: Best Live Chat Software, Limelight
Winner: Best Live Chat Software, Limelight
Top Rated: Live Chat Software, Softwareworld
Top Rated: Live Chat Software, 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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