Comm100 Live Chat Software


 

Comm100 Live Chat is a live chat support solution suitable for both small to midsize businesses (SMBs) and larger enterprises. This system enables businesses to engage their website visitors in real-time.

Comm100 Live Chat can be used by sales teams to identify and convert potential customers, as well as by support teams to address customers’ concerns in real-time.

First released in 2009, Comm100 Live Chat now has thousands of customers around the globe. This product works for businesses or organizations in any industry needing real-time customer communication.

Comm100 Live Chat offers two independently deployed editions, one for SMBs and another for large enterprises. The SMB edition features live chat, a user-friendly interface, flexible pricing, and it is mobile-friendly.

Come100 Live Chat for Enterprise offers all this, plus chat routing and allocation, automatic visitor recognition, key performance indicator (KPI) reporting, agent performance evaluation and 24/7 chat volume reports. It can integrate with GotoMeeting, Cisco, Avaya and more.

Comm100 Live Chat for Enterprise can be deployed either in the cloud or on-premises.

 

Comm100 Live Chat - Routing rules
 
  • Comm100 Live Chat - Routing rules
    Routing rules
  • Comm100 Live Chat - Chat history
    Chat history
  • Comm100 Live Chat - Operator window
    Operator window
  • Comm100 Live Chat - Reporting
    Reporting
  • Comm100 Live Chat - Visitor window
    Visitor window
  • Comm100 Live Chat - Visitor list
    Visitor list
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8

18 Reviews of Comm100 Live Chat

Showing 1-18 of 18

 

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Hitesh from CloudSpace Technologies LLC
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2017

October 2017

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

Ease-of-use

Functionality

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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.

Review Source: Capterra
 

Richard from More Telecom Pty Ltd
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2017

October 2017

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

Ease-of-use

Functionality

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Value for Money

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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

Review Source: Capterra

  Response: Comm100, Comm100 Network Corporation

Date: October 2017

October 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.

 

Tori from Financial Ombudsman Service

October 2017

October 2017

just great

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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

Review Source: Capterra

  Response: Comm100, Comm100 Network Corporation

Date: October 2017

October 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.

 

Richard from FOS
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2017

October 2017

Simple, easy to use and intuative

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more access to customers

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).

Review Source: Capterra

  Response: Comm100, Comm100 Network Corporation

Date: October 2017

October 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.

 

Abdulrahman from Axitrader
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2017

October 2017

Good tool to interact with customers.

Ease-of-use

Functionality

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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 .

Review Source: Capterra

  Response: Comm100, Comm100 Network Corporation

Date: October 2017

October 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.

 

Syisha from Vieco LLC

September 2017

September 2017

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

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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.

Review Source: Capterra

  Response: Comm100, Comm100 Network Corporation

Date: October 2017

October 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.

 

Sharlea from Improv Traffic School
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2017

September 2017

I find that Comm100 tends to have sporadically.

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It helps me assist multiple customers at a time.

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.

Review Source: Capterra

  Response: Comm100, Comm100 Network Corporation

Date: October 2017

October 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.

 

Mark from Aatrix Software
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2017

September 2017

Overall have had a good experience with COMM100

Ease-of-use

Functionality

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

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.

Review Source: Capterra

  Response: Comm100, Comm100 Network Corporation

Date: September 2017

September 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.

 

Jit from VIECO Inc.
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

Easy to use overall.

Ease-of-use

Functionality

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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.

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.

Review Source: Capterra

  Response: Comm100, Comm100 Network Corporation

Date: September 2017

September 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.

 

Gary from Exam Edge LLC

September 2017

September 2017

Excellent product for Chat services

Ease-of-use

Functionality

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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.

Review Source: Capterra

  Response: Comm100, Comm100 Network Corporation

Date: September 2017

September 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!

 

Ngozi from University of Houston

September 2017

September 2017

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

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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.

Review Source: Capterra

  Response: Comm100, Comm100 Network Corporation

Date: September 2017

September 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.

 

Jennifer from National Eating Disorders Association

September 2017

September 2017

User friendly, sometimes technical issues.

Ease-of-use

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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.

Review Source: Capterra

  Response: Comm100, Comm100 Network Corporation

Date: September 2017

September 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.

 

Ethan from University of Houston
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2017

September 2017

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

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Functionality

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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.

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).

Review Source: Capterra

  Response: Comm100, Comm100 Network Corporation

Date: October 2017

October 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!

 

Lucy from Improv Traffic School
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2017

September 2017

Customer Service is abominable and needs improvement, massively.

Ease-of-use

Functionality

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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.

Review Source: Capterra

  Response: Comm100, Comm100 Network Corporation

Date: October 2017

October 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.

 

Lisa from Res.Net
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2017

September 2017

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

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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.

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.

Review Source: Capterra

  Response: Comm100, Comm100 Network Corporation

Date: October 2017

October 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!

 

Chau from VED Co. Ltd

December 2016

December 2016

One of the best Online Chat tool

Ease-of-use

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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.

Cons

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

Review Source: Capterra
 

Terry from Pet's House

July 2015

July 2015

Easy to use and helpful

Ease-of-use

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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.

Review Source: Capterra
 

Adelle Bailey

September 2013

September 2013

Great live support tool

Product Quality

Product Quality
Quality

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.

Review Source: GetApp