It’s a live chat program with visitor recording. So this combo helps you chat with your visitors, and if they need help, you can see exactly what they’ve done on your website by looking at their screen recording.
These things can help you improve conversions (which you can see in GA) because you can see exactly where your users leave your site, which means you can fix those things for better UX. Talking to customers on a chat might also make visitors feel like you’re a real human, and that can mean more customer loyalty.
Smartsupp is also free (forever), so you lose nothing by trying it, honestly.