Comm100

Comm100 Live Chat

4.5 / 5 18 reviews

Who Uses This Software?

Any industry that needs to engage customers online - from marketing, service/support, to sales teams. Serving both SMB and Enterprise from the following industries: eCommerce, Tech, Entertainment, Tel


Average Ratings

18 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $29.00/month/user
  • Pricing Details
    2 Months Off Billed Yearly Volume Discount Available
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    24/7 (Live Rep)

Vendor Details

  • Comm100
  • www.comm100.com
  • Founded 2009
  • Canada

About Comm100 Live Chat

Comm100 Live Chat is an enterprise-grade live support solution that enables businesses to engage their website visitors when they need help most so as to improve conversions, sales and customer satisfaction. Unlike traditional chat, Comm100 Live Chat allows you to establish rich and multi-media connections with visitors. Visitors can move easily from Chatbot to text and audio/video chat.


Comm100 Live Chat Features

  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • Agent Scheduling
  • Call Me Option
  • Co-Browsing
  • Geo Targeting
  • Knowledge Database
  • Offline Form
  • Persistent Chat
  • Proactive Invitations
  • Shortcut Messages
  • Transfers / Routing
  • Video Chat
  • Visitor Targeting
  • White Label Branding
  • Cataloging / Categorization
  • Customer Service Analytics
  • Customer Support Tracking
  • Email Response Control
  • Knowledge Management
  • Live Chat
  • Performance Metrics
  • Search
  • Self Service Portal

Comm100 Live Chat Reviews Recently Reviewed!

Thanks to comm100 to provide awesome features with the great support.

Oct 17, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: We have tested almost 15 to 20 software before selecting the comm100. The features which were looking and our expectation meet only through comm100. So thanks again to provide great The most which like fast chat response over the chat software with our end users and we can see what they type before getting at our end.

Bf33f280108ecd03098fe80bc545f9b0

Have used for a number of years and more recently upgraded to start using the departments feature.

Oct 11, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use, responses from support team, department feature and smart phone app. It easily integrates to our websites and we use it across multiple sites.

Cons: Nothing really, everything just works. Reliably and as expected. Not had any problems with the software

Vendor Response

by Comm100 on October 13, 2017

Hi Richard, thanks for leaving us a 5-start rating! If you ever have any questions, or would like to make a suggestion for a future feature, please feel free to let us know. Thanks again.

just great

Oct 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: its streamlined and so native and includes relevant information about where people are chatting from on the webpage and their email addresses

Cons: the lack of customisability and I think it could be useful to enter a phone number into live chatters contact details

Vendor Response

by Comm100 on October 13, 2017

Hi Tori, thanks for your comments. Regarding the degree of customization available, if you wanted to collect a customer's phone number, you could either add this as a requirement into a pre-chat survey so they can type it in themselves, or you could even add a custom wrap-up field for your agents to collate this information. We hope this helps, but if you would like any help with this, please don't hesitate to contact our support team at support@comm100.com, or chat with us online. Thank you.

Simple, easy to use and intuative

Oct 03, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: simplicity and no clutter on screen. Very simple to navigate between chats and switch users if necessary

Cons: lack of ability to have pre-prepared messages/details to go out. spellcheck is in English (US) not (Aus).

Overall: more access to customers

Vendor Response

by Comm100 on October 13, 2017

Hi Richard, thanks for leaving us a rating. For the pre-prepared messages/details, are you talking about canned responses or another feature? In order to understand your requirements better, it would be great if you could contact our support team. They can be reached at support@comm100.com, or you can chat with us online. I'm confident we can get this resolved for you ¿ if it is canned messages you need, our team can easily walk you through how to get these set up. Regarding spell check language, we'll discuss with our team adding English (Aus) to our requirement pool. Thanks.

Good tool to interact with customers.

Oct 03, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use . It is easy to learn and navigate.
On demand interaction with customers.
Can be customized .

Cons: Sometimes the rating data goes missing which makes it hard to keep track.
Can lag sometimes which is annoying.
Doesn't provide enough data for analysis .

Vendor Response

by Comm100 on October 13, 2017

Hi Abdulrahman, thanks for the review. We're sorry to hear you've been having a few issues. We have reviewed your account, and noticed that you are using an outdated version of our Agent Console app, which can cause the issues you're experiencing. We have since switched to a more reliable HTML5 based technology, and if you can upgrade to the latest version, that will stop the issues you describe from reoccurring. You can upgrade to our new Agent Console by uninstalling the old app and installing the new one from https://www.comm100.com/livechat/desktopchat.aspx. Regarding data for analysis, our team can help with this once we understand the data you need. They can be reached at support@comm100.com or you can chat with them via the chat on our website. Thank you.

I have a fine time using this program. It is easy to customize the settings as well.

Sep 22, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I like that I can adjust the settings to my liking. I also like that when changes are mad we get an updated email telling us about the changes.

Cons: I have not come across anything that I do not like yet. But maybe I would say that sometimes I get kicked out of the program and am not aware immediately.

Vendor Response

by Comm100 on October 13, 2017

Thank you for your kind feedback, Syisha. We are glad that you like our live chat solution. Regarding the issue of getting kicked out without being aware immediately, our support team would definitely like to get this fixed for you. Would it be possible for you to email them at support@comm100.com, or chat with us online? We will then be able to look into how to get this resolved for you. Thanks.

I find that Comm100 tends to have sporadically.

Sep 18, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: I love the features it has and the abilities that you have to customize it. I also like the many reports that you have to choose from.

Cons: The glitches. Sometimes the window freezes, sometimes my responses are delayed to our customers, also sometimes they don't see my responses at all.

Overall: It helps me assist multiple customers at a time.

Vendor Response

by Comm100 on October 13, 2017

Hi Sharlea, thanks for your comments. We¿re glad that you love the features of our chat system, but we¿re sorry to hear that you have been experiencing some glitches. We¿ve reviewed your account, and noticed that you are using an outdated version of our Agent Console app, which can cause the issues you¿re experiencing. We have since switched to a more reliable HTML5 based technology, and if you can upgrade to the latest version, that will stop the issues you describe from reoccurring. You can upgrade to our new Agent Console by uninstalling the old app and installing the new one from https://www.comm100.com/livechat/desktopchat.aspx. We¿ll arrange for a member of our team to reach out to you to follow up and make sure that you¿ve seen an improvement once you¿ve done this. Thanks again for your helpful feedback.

Overall have had a good experience with COMM100

Sep 18, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Works most of the time has most of the functionality we need. Appearance wise have no complaints compared to the competition.

Cons: Sometimes some features are more difficult to find. Would like more control on rights that can be granted by administrator. Need auto disconnect scheduler.

Overall: This software allows us to easily support our customers via chat.

Vendor Response

by Comm100 on September 27, 2017

Hi Mark, thanks for taking time to leave a review. It's great to hear that you have had a good experience with us. Regarding the controls and features you'd like, or the features you find difficult to find, we'd like to invite you to discuss these with our support team. They can be reached at support@comm100.com, or you can chat with us online. Thanks.

Easy to use overall.

Sep 18, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use. Most of the time its been very reliable with very little down-time.
I like the ability to join or monitor a chat with great ease.

Cons: You guys should have better phone support. Normally, its only via email or chat. It would also be nice if you can offer screen shares at the basic package instead of having it as just a premium option. There are other companies that offer this. And Skype for example too has screen shares.

Overall: Able to give good customer service through chat. We would like for you guys to make the icons for customers and also for us to attach files or send documents more visible and easier to access.

Vendor Response

by Comm100 on September 27, 2017

Hi Jit, thank you for taking time to share your feedback. Our phone support time is from 9AM to 5PM PDT. If you want to talk, you can find our support team at this time period on the phone, our phone number is 1-877-305-0464. For your suggestions about screen sharing and the icons for attaching files or sending documents, we'll share them with our product and design team. We're also planning a product release with new and improved live chat button and window designs in the mid- October. By that time, the icon for customers to attach files will be changed to a paper clip. If you have any icons you like, please feel free to share them with us at reviews@comm100.com. Thanks again.

Excellent product for Chat services

Sep 14, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: The product is super easy to setup and use. It provides a seamless interface to our clients allowing them to get help with little or no effort.

Cons: I really don't have a con, if I had to pick one it would be nice to have a few more choices for how the chat button floats on the page.

Vendor Response

by Comm100 on September 27, 2017

Hi Gary, thanks for the review. We are very excited to tell you that we're planning a product release with new and improved live chat button designs in the mid-October. One of the new designs we'll add is another type of floating chat button. It also has an interactive animation that's designed to be modern and eye-catching without being too heavily animated or distracting. Please stay tuned!

User friendly, sometimes technical issues.

Sep 14, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: It offers the support needed to operate our program. It is helpful to have canned messages and an after hours answering service.

Cons: You do not have control (that I know of) to the tabs on the back end for reporting/sorting. So for instance, when ratings were taken off of the visible information, we needed to start opening up each chat in order to view this.

Vendor Response

by Comm100 on September 26, 2017

Hi Jennifer, thanks for your comments. We are very sorry to hear that you've experienced some technical issues with us. We've reviewed your file and a member of our team will be reaching out to you to find out more details. For controlling the tabs on the back end for reporting/sorting, we strive to implement a system that meets the requirements of the majority of our clients. We're sorry to hear that in this case a change made has been inconvenient to you. If we understand correctly, you'd like to have a rating field on the Chats page of the control pane. Is this correct? Although this is not possible on the Chats page, you can view scores in the Rating report, or filter this over any period of time and export the data to work with it further. I hope this solution works for you - if not, please contact us at reviews@comm100.com, and we'll look into it further for you. We're always open to feedback on how our service can be improved. Thanks again for your helpful feedback.

I like it, I think it is convenient. However I wish that the ticket system was more straightforward

Sep 14, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I like the live chat application it is easy to use and it is very convenient. I like that you can attach things and transfer the chat, I also like that you can save responses and reuse them

Cons: The ticket system. I think it is a little difficult to navigate. It is effective however in keeping me organized.

Vendor Response

by Comm100 on September 26, 2017

Hi Ngozi, thanks for your review. We are delighted to tell you that we're currently redesigning our ticketing system to make it more straightforward and intuitive. We'd love to invite you to share your experience with us, and we can then share with you how the new version can help you navigate our system more easily. Could you send us an email at support@comm100.com, or chat with our online support team about this? Thank you.

Easy to use; it helps a lot in engaging with customers' questions

Sep 14, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Live chat works just as expected, never seen it fail.
Easy to transfer chat to another operator, easy to setup and use canned questions.

Cons: I'm not sure how tickets are re-opened (after they are closed) with just an email reply (some times even weeks ago).

Overall: It solves the live-chat problem, together with a ticketing system.
We use the ticket system to track requests for fixing our web-application, which saves us money from buying software such as Jira.

Vendor Response

by Comm100 on October 09, 2017

Hi Ethan, thanks for the detailed comments. We're glad that you like our live chat system. Regarding the tickets re-opening, as long as there is an email reply to the closed ticket, it will be re-opened, and its status will be changed to Pending Internal. This is to make sure that any further messages will not be missed, and will be attached to the same ticket to understand the context better. We hope this solves your issue, but if not, please reach out to our support team to see how we can help you further. They can be reached at support@comm100.com or you can chat with us online, any time. Also, we're actually redesigning our ticketing system right now, aiming to make it more straightforward and intuitive. Please stay tuned!

Customer Service is abominable and needs improvement, massively.

Sep 14, 2017
4/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: When it works, fast and efficient. It also looks nice from user perspective. The canned responses are easy to navigate to.

Cons: It glitches, which makes us look less assertive towards our customers. Chat wrap ups could be more effective and people being allowed to leave low ratings when they leave chat due to inactivity is unfair for our internal satisfaction evaluations.

Vendor Response

by Comm100 on October 13, 2017

Hi Lucy, thanks for sharing your experiences. We¿re so sorry to hear that you haven¿t been happy with our service. We reviewed your account, and noticed that you're using an outdated version of our Agent Console app, which can cause the issues you¿re experiencing. We've since switched to a more reliable HTML5 based technology, and if you can upgrade to the latest version, that will stop the issues you describe from reoccurring. You can upgrade to our new Agent Console by uninstalling the old app and installing the new one from https://www.comm100.com/livechat/desktopchat.aspx. We¿ll arrange for a member of our team to reach out to you to follow up and make sure that you¿ve seen an improvement once you¿ve done this, and also discuss the chat wrap up changes you¿d like to see. We hope in future the service you receive meets or preferably exceeds your expectations. I would urge you to contact us at reviews@comm100.com if that is ever not the case. Thanks again for your helpful feedback.

Very easy to use and allows efficient resolution for callers who don't have time to call in.

Sep 14, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I like that the chats can be handed off to managers if their assistance is needed or that coworkers can log in and watch a chat. I also like the history and ability to go back and research what conversations were about.

Overall: Helping our customers without forcing them to find a phone or a quiet moment or our phone number. They can be working on our site and just begin chatting within what they are doing.

Vendor Response

by Comm100 on October 09, 2017

Hi Lisa, we're am really happy that you like our live chat system. If you ever have any questions, or would like to make a suggestion for a future feature, please feel free to let us know. By the way, we're planning a product release with new and improved live chat button and window designs in the mid-October. By that time, our live chat will have a fresh new look that we hope you'll love. Please stay tuned!

One of the best Online Chat tool

Dec 13, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Cons: Only one thing: We need a function to capture a quick screenshot.This can be useful during a chat session.

Overall: I started my online shopping site and I have a LiveChat icon on the website, so users can easily contact us for instant support.
Previously, I had to use email as the main contact channel. By using LiveChat, I found the conversation rate improved a lot, as customers are happier to get instant support.

Easy to use and helpful

Jul 09, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: It helps us a lot. I installed it onto 2 of my online shops.

We have support team overseas, and it's really powerful when our Supervisors can monitor chat agents' ongoing chats, and train the new stuff miles away. The features are easy to use and powerful enough to chat with my website visitors.

Oh, by the way, I like the operator performance and work load report, which help us schedule our shift. A good business tool.

Great live support tool

Sep 23, 2013
5/5
Overall

Comments: I have used Comm100 Live Chat for two years. Easy to use.

Pros: I can track visitors in real time and talk to them proactively. It integrates with Comm100 Ticket, great feature.