Comm100 Live Chat Software

4.71 / 5 (94)

About Comm100 Live Chat


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. 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.



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Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

94 Reviews of Comm100 Live Chat

Average User Ratings

Overall

4.71 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(70)

4 stars

(23)

3 stars

(0)

2 stars

(0)

1 stars

(1)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 94 reviews

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March 2019

Coreyna from PropertyNow

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2019

The only chat / omnichannel customer support platform you'll ever need

We use Comm100 for most of our customer support but the livechat is where it really shines. The customizes automatic invites, modern responsive design, knowledgebase and canned messages have helped us leap ahead of our competition in terms of our customer experience and this is reflected in our reviews. We are working on expanding into using Comm100 for 100% of our helpdesk experience and so far things have been going great.

Pros

Extremely feature rich. It boasts everything the industry leading softwares have and yet isn't as expensive. There isn't so far anything that we've wanted to do that we've not been able to. It's also really a software that can grow and scale with you. We started out on the most basic version several years ago and have opted in to addons (e.g the knowledgebase) over time as well as moving up to higher version as necessary. The sales team have been helpful every step of the way in putting together a package that is perfectly tailored to our needs that year.

Comm100 is very regularly updated and it's obvious that the makers are putting a lot of thought into the upgrades and what features and improvements are in demand now! In particular the new modern UI has been great.

Really, really, really easy to use. What put me off about a lot of competing softwares is the steep learning curves both for initial setup and for staff to use ongoing. Many of the staff in our business are non-technical but we haven't even had to conduct training, they were able to use Comm100 straight out of the box.

Really personal feel from the support team. They always give quick and helpful responses to any questions (however dumb). You're not on your own with Comm100.

Cons

We've never really experienced any problem with Comm100. Anything we didn't like has been improved with newer versions of the software and in one instances a custom fix from the support team just for us.

December 2017

Dobromir from Taxback

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

3.0

December 2017

I can say that my overall experience is pretty good. I like working with this software.

Pros

The chat is user friendly and easy to use. It's quick and smooth. I like the custom/personal canned messages and I use them a lot. I am always informed about the down times of the servers and the software updates. The admin panel of the chat has pretty useful tools. The history and report sections are full of options and different gadgets that I use every day.

Cons

I do not like that the chat agents have only 1 available theme. The old version of the chat was a lot darker and when we changed to the new chat , I had a hard time to get used with it. Now , we are not able to change that while/light theme. I would love if we have at least 1 available dark theme.

There is no "Feedback/Bug/Report" Button. There was a Feedback button ,however it was available for short period of time when the new chat was introduced. I found a few bugs, that I would like to report , however with no feedback button I am not able to do it.

Response from Comm100

Replied December 2017

Hi Dobromir, thanks for providing such detailed comments! We're happy that you enjoy using our live chat product. Sorry to hear that you find our new theme too bright and prefer a dark theme. We've already sent this feedback to our product team for further improvement. Regarding the Feedback/Bug/Report button, it was introduced to collect feedback for our beta version of HTML5 based Agent Console. That's why it's not available when the HTML5 based Agent Console is out of beta. The good news is that we're actually planning to add it back to the Agent Console, enabling our customers to submit feedback easily on a regular basis. And at present, for any feedback you might have, please send them to support@comm100.com, or chat with us online. Thanks again for your review.

June 2019

Amit from Sovereign Health

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

June 2019

Better way to communicate

Pros

Very Friendly - Handled many other chat programs, but i find comm100 very friendly and very easy to navigate, with minimum setting one can setup and use it within minutes.

Excellent Reporting - Reporting mechanism is very robust, with a click you can see complete report.

Comm100 can categorize incoming communications to proper department, which is one of the excellent feature, we can then transfer those chat to separate operators.

Another best feature is the Ban list, where you can ban those fake people and irritating customer who has nothing to do with your product.

Cons

Slightly contradict with pros that i have written above with reports, slightly more in-depth would be excellent, for example few days back i wanted to take report of chats volume with time, but i could do only with half-an-hour distribution, if it could be more details would have been very helpful.

September 2018

Elitsa from Taxback.com

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5.0

Customer support

4.0

Functionality

4.0

September 2018

Comm100

Pros

I have had a very good experience with using the Com100 Live chat the past 3 years. What I love most is that we can actually see the logs from previous coversations with customers which makes it easy to respond quickly to customers' queries. There are a lot of statistics options to follow the number of customers who are using the service and the workload during a certain period of time . Customer's can also rate the service and provide us with feedback which helps us ipmrove.

Cons

After the release of a new version there were a few things which I did not like - such as the skin of the chat platform, some bugs and lags were appearing while chatting with the customers, however the Comm100 team managed to fix these after the provided by us feedback, so I am overall happy with the Comm100 platform.

Response from Comm100

Replied October 2018

Hello Elitsa, Thank you for the review and product feedback. We think our integrated chat history functionality is a great tool for faster issue resolution, and we¿re happy that you think so too. We also like hearing that our customer support team was able to resolve those issues facing your team. In addition, we are working on upgrading our UI and reviews like yours help build a case internally for this. If you have any other thoughts on what you want to see in the future from Comm100, please share them on our customer feedback forum (https://comm100.uservoice.com). Thanks again Elitsa!

May 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

5.0

Functionality

4.0

May 2018

I have been using comm100 for the last 5 and a half years now. So far so good.

COMM100 is of utmost importance if a business is serious about engaging its clients on a day to day basis. If a start-up is to effectively communicate with its clients at any one time, then this live chat software and its chatbox service cannot be ignored. At Africa Sunset Travel Solutions, COMM100 is simply indispensable despite its high monthly costs.

Pros

1. Comm100 has no downtimes. This chat software never goes down unless your hosting solution is down.
2. ChatBot: Comm100 have introduced a great auto-responding bot. This is extremely useful when I am offline. I just have to feed the data and viola! It responds given terms typed by my client.

Cons

Comm100 is quite expensive. There are numerous free software out there. However, given their efficiency, I would still recommend them.

Response from Comm100

Replied May 2018

Hi there, thank you for your feedback. It is great to hear how useful Comm100 Live Chat has been for your business, and especially great to hear how helpful Chatbot has been to you! We're really proud of this new automation functionality and it's fantastic to hear you're getting very good use out of it. We are releasing an updated version of our Chatbot soon this month - you'll receive a notification when this happens. If you ever have any other comments, questions or suggestions, please feel free to visit our Feedback Forum (https://comm100.uservoice.com/) where our team would love to hear more about how we can continue to improve our product to meet your needs. Thanks again for your review!

June 2019

Sally from Frequency Apps

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2019

Growing My Business

Pros

We started an ecommerce website and were getting random hits. Then we came across Comm100. Once we started using it our sales increased. People who were on the fence about ordering came into chat and when they had their questions answered felt comfortable ordering. People love the personal aspect that they are talking to someone real not a computer.

It's also very nice to be able to have multiple operators. This allows us to take our small business anywhere. We can answer our chat when answering a phone would be very inconvenient. Plus since I can put it on my cell phone it comes with me all the time. I'm not tied down to an office.

The ease of use is great. I love the canned messages feature. This allows for personal answers to the questions still but not having to type them every time. This is great for common answers and wrapping up the chat.

I highly recommend this service!!

Cons

The customer inputs their question/reason for wanting a chat and I have to go look for it. I wish it would pop up in the chat once I answer so the customer doesn't have to re-ask it or ask if I had read it.

September 2017

Jennifer from National Eating Disorders Association

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

September 2017

User friendly, sometimes technical issues.

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.

Response from Comm100

Replied 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.

September 2017

Jit from VIECO Inc.

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

4.0

Functionality

5.0

September 2017

Easy to use 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.

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.

Response from Comm100

Replied 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.

June 2019

Mark from Scott Systems

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2019

Comm100 works for us

We have been with Comm100 since the beginning and they have always been the glue that connects us to our customers. We are a virtual company with employees all over the country, yet with Comm100 we have a centralized platform that allows us to stay on top of any communication from our customers or prospects. Before purchasing Comm100 we looked at every alternative out there and Comm100 was the only one that flowed the way we flowed. We depend on it every day and it never let's us down. We currently integrated a complete suite of web tools from another company to run our business but we are sticking with Comm100 for our customer interaction.

Pros

It gives all the necessary info about each chat request before we answer. That is invaluable. When we pick up a chat, we know everything that is required to handle the customer's needs. We have looked at other chat programs and it seems like they just don't get it. Comm100, whether by design or just luck, works perfectly for out Customer Support and Sales. Between the web, mobile and Windows app we have complete control of our customer support.

Cons

We have no complaints. Comm100 fits all of our needs. Of course we look forward to the improvements in the future.

October 2018

Nevena from taxback.com

Company Size: 501-1,000 employees

Review Source: Capterra