Comm100 Live Chat Features

Comm100 Live Chat

Real conversations in real-time

4.71/5 (94 reviews)

Comm100 Live Chat Feature Summary

  • Chatbot that automates your live chat
  • Audio & Video Chat
  • Fully customizable chat buttons and windows
  • Insightful performance reports & analysis
  • Rule-based chat routing and allocation
  • Industry-leading security and reliability
  • Multiple Languages and auto-translation
  • APIs and webhooks
  • Real-time visitor monitoring and tracking
  • Rule-based proactive chat
  • Rich chat efficiency tools such as canned response, file t
  • Pre-chat survey, post-chat survey, operator wrap-up
  • Team collaboration and supervision
  • Granular permission setting
  • Complete easy-to-search chat history
  • Integration with popular CMS, e-Commerce, CRM, screen shar
  • Web, desktop and mobile apps

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (186 other apps)
Activity Dashboard (93 other apps)
Automatic Notifications (91 other apps)
CRM Integration (78 other apps)
Chat (171 other apps)
Contact History (73 other apps)
Customizable Branding (92 other apps)
Email Integration (83 other apps)
Instant Messaging (89 other apps)
Knowledge Base Management (90 other apps)
Monitoring (90 other apps)
Multi-Channel Communication (85 other apps)
Prioritizing (63 other apps)
Real Time Monitoring (66 other apps)
Reporting & Statistics (107 other apps)
Social Media Integration (79 other apps)
Support Ticket Management (66 other apps)
Surveys & Feedback (80 other apps)
Third Party Integration (113 other apps)
Workflow Management (74 other apps)

Competitor Feature Comparison

Mobile apps

iOS App


45 reviews

See all iPhone Apps

Requires iOS 8.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


178 reviews

See all Android Apps

Comm100 Live Chat Feature Reviews

25 reviewers had the following to say about Comm100 Live Chat's features:

Adelle Bailey

Great live support tool

2013-09-23

I have used Comm100 Live Chat for two years.

Pros

I can track visitors in real time and talk to them proactively.

Source: GetApp
Helpful?   Yes   No
Read more
Smita kabra

Best Online chat tool in the market

2017-12-28

Seamless service, cost savings

Pros

There are definitely excellent tools in the market for chat support but for us Comm100 worked the best.

Cons

I would be happy to see if comm100 can come up with reporting feature that has automatic scheduling to be sent via email to required set of people.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Comm100


Hi Smita, thanks for leaving us a 5-star rating! We're glad that you enjoy using our live chat product. As for emailing scheduled reports, we already have this feature on our roadmap and will incorporate it into our product in a future release. Please stay tuned. Thanks again for your review and suggestions!

Read more
Drew Pearce

This is a great tool for providing live chat to our customers. We've been using it for 2.5 years now

2017-12-19

Easy interaction with customers.

Pros

Easy to get up and running and customize.

Cons

Can't monitor chats on the mobile app.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Comm100


Hi Drew, thank you for taking time to leave us detailed comments. Glad to hear that you find our live chat product easy to use. Regarding the troubleshooting tools, may I know what kind of tools you'd like to have and the issues you run into? It would be great if you could contact our support team for suggestions and for troubleshooting. They can be reached at support@comm100.com, or you can chat with us online. For monitoring chats on the mobile app, we'll send it to our product team as feedback for future improvement. Thank you.

Read more
Mike Ellsworth

Great product

2019-07-01

The times we have needed help, the Comm100 support has been great!

Pros

Easy to use and very customizable. They have added a lot of new features since we started with them and they are always trying to improve.

Cons

The customizable automatic answers is a great feature.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Chau Pham

One of the best Online Chat tool

2016-12-13

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.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Jit Teo

Easy to use overall.

2017-09-18

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

I like the ability to join or monitor a chat with great ease.

Cons

Normally, its only via email or chat.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

Response from Comm100


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.

Read more
Dobromir Hristov

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

2017-12-20

Pros

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

There is no "Feedback/Bug/Report" Button.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Comm100


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.

Read more
Virginia Dickinson

live chat

2019-06-13

monitor site useage - know how many are on site - ability to service customer anywhere

Pros

ease of use - limited amount of selections

Cons

slight delay in sending a message in chat - not sure if it went and then seconds later the response will pop up

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
brenda oishi

Easy to use, stats and reporting, history, check users in real time. Can chat in real time. record

2018-03-14

Easy convenient, another way to assist customers with their every day business.

Pros

You can check how many people are online, how many chats are needed, also can see who is in a chat and monitor if you have the permissions.

Cons

Not too many to mention, though the email us feature if you are able to send from the livechat box it would be great if it defaulted to your companies email versus changing it, though It could be a company it process.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Comm100


Hi Brenda, thank you for rating us five stars. It's great to hear how efficient Comm100 live chat can be for managing customer inquiries and monitoring agent work. For the email us feature feedback you have provided, it would be great if you could post your idea in our Feedback Forum (https://comm100.uservoice.com/). If you could let us know a little more about your idea, then we'll happily consider if for our future roadmap. Thank you again for your review!

Read more
Anonymous
(Pharmaceuticals company, 201-500 employees)

Comm100 is mobile friendly!

2018-03-08

Pros

Real time support system to support customers.

Cons

Also, maybe a alarm reminder if the client the agent is chatting with has not replied for more than 2 mins.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Comm100


Hi there, thank you for taking time to write us a review. It's great to hear that you've found our live chat to be mobile friendly and that it keeps a good record of customer
inquiries. Regarding auto-log out, you can set this up in our desktop version (Please go to https://www.comm100.com/livechat/download.aspx to download.) As for the alarm reminder, you can set up a similar function through automatically stopping chats if visitors go inactive. Please refer to this article https://www.comm100.com/livechat/knowledgebase/set-up-a-timer-to-automatically-stop-chats-if-visitors-have-been-inactive.html for details. If you would like to have a specific alarm on agent side, you are always welcome to leave your thoughts in our Feedback Forum (https://comm100.uservoice.com/). We always appreciate any ideas to help us make our product better for you, and our team consider every suggestion left. Thank you again for your review!

Read more
Carmen Hanks

Love this product! Everything is readily available for your use in the desktop and web application.

2018-02-06

Ability to monitor all incoming chats from clients regardless of the operator.

Pros

I can see what a client is typing prior to receiving the direct response which allows me to begin research and fast response times.

Cons

With all the updates, it looks the ability to keep track of how long a person is waiting in the chat is not present anymore.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Comm100


Hi Carmen, thank you for your feedback about our product. We are glad to hear that both the desktop and web version work well for you. It is also good to know that you are finding it useful to view messages before they are sent. In terms of why you are not able to view how long a person is waiting in chat, please check the bottom left of your Agent Console interface where there should be a Settings icon and tick 'Show agent unresponsive time' to enable the wait time display. If you have problem fixing this, please feel free to contact our customer support team via live chat for more detailed guidance. Thank you again for the feedback!

Read more
Erica Baker

Comm100 has helped us streamline our chat and provide better support.

2017-12-19

Pros

The ability to monitor all chats for the supervisors is incredibly helpful to make sure all of our agents are giving the most accurate information while remaining friendly.

Cons

The inability to send messages as a supervisor in a chat being handled by another agent.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Comm100


Hi Erica, thank you for sharing your experience with us. Happy to hear that our live chat helps you provide better support. We understand that sometimes chats require management involvement. Sending messages as a supervisor in a chat is good, but the visitor might feel like a message from a stranger appears out of the blue. A suggestion is to use the Join Chat feature so that the visitor knows another person is joining the chat. Upon entering the chat conversation, you can introduce yourself, and address the case over chat. Hope this helps. If not, please contact our support team at support@comm100.com, or chat with us online so that we can discuss further and better meet your needs.

Read more
Tania Mayer

Comm100 Live Chat

2019-06-27

Realiable chat.

Pros

For the end user it was the same place for chat or email.

Cons

Better comm100 communication to your customers?

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Brian Leady

Overall very solid

2019-06-13

Pros

We enjoy the fact that this software is easy to use and the features are robust. Good API access also helps us to integrate with our current software.

Cons

The need for an additional license so that an administrator can access the software while agents are using it is frustrating.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Richard Branson

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

2017-10-11

Pros

Ease of use, responses from support team, department feature and smart phone app.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Comm100


Hi Richard, thanks for leaving us a 5-star 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.

Read more
Terry Morgan

Easy to use and helpful

2015-07-09

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.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Gene Panasenko

Nice digital conversation platform!

2018-08-05

Pros

I enjoy using this digital conversation platform s it allows me a combination of mobile, web and messaging. The support of this software is pretty good.

Cons

Also, it would be nice to have an ability to provide a direct feedback.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Comm100


Hi Gene, 5 stars across the board ¿ you're going to make us blush! Great to hear that you appreciate Comm100's mobile optimization, multichannel support, and customer service. As for the agent console theme, we are currently working on improving our user interface and I have shared your note with the product team who will consider it for our product roadmap. Regarding direct feedback, you can always share your suggestions for Comm100 on our customer feedback forum (https://comm100.uservoice.com). We are always looking to improve, so please share any thoughts you have on our product with us. Thanks for the great review Gene!

Read more
Ethan Aleman-Meza

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

2017-09-14

It solves the live-chat problem, together with a ticketing system.

Pros

Live chat works just as expected, never seen it fail.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Comm100


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!

Read more
Jessica Jones

Comm100 Live Chat is incredibly easy to use! I love that I can search the history of chats.

2017-12-19

It's another tool we utilize to access a larger customer base and provide excellent customer service.

Pros

I like having access to the history of chats, as well as quick to identify team member on chat.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Comm100


Hi Jessica, thank you for taking time to write us a review! We're thrilled to hear you enjoy using our live chat product, and that our live chat helps you provide excellent customer service. If you have any questions, and want to make a suggestion, please don't hesitate to let us know. Thank you again!

Read more
Borislav Baychev

Comm100

2018-10-08

Great experience so far, pleasure to work with and to communicate with the support if needed!

Pros

You can by slots for as many operators as you need to and set different option for each of them such as quantity of customer that can be accepted per operator, auto accept option, option to get offline message if there are no operators online.

Cons

Products is regularly updated so there is nothing bad to say, price could be an issue for some companies as you pay per operator(slot)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Comm100


Hey Borislav,

It¿s really awesome that you¿ve used our product for so long and have had such a great experience with it. Our product team has worked very hard to create a robust and powerful tool so I will be sure to pass your kind words on to them. If you have any ideas on how we can improve please tell us on our customer feedback forum (https://comm100.uservoice.com). Thanks again Borislav!

Read more
Jennifer Carroll

User friendly, sometimes technical issues.

2017-09-14

Pros

It is helpful to have canned messages and an after hours answering service.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

Response from Comm100


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.

Read more
Tessa Hapanowicz

Very good!

2017-12-19

Pros

It's very easy to receive and respond to chat messages, as well as message other agents directly in the application.

Cons

A little difficult to send email messages between agents.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

Response from Comm100


Hi Tessa, thanks for leaving a 5-star rating! We're glad that you enjoy using our live chat software. Regarding the instances where you were unable to receive a chat transcript, is it possible that they landed in your junk folder? A member of our support team will reach out to you to follow up the issue. Thank you again for your review.

Read more
Glenn Lippman

Online Chat Services

2019-06-27

Unfortunately many clients rarely utilize chat, but for those that do, we're here!

Pros

One of the nice features is that it is not a bot. A real human interacts with the customer.

Cons

Only concern is that many CRMs are beginning to provide chat as a free benefit.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Amit Malaviya

Better way to communicate

2019-06-14

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.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
jamison oishi

We use this on an every day basis for customers. This tool is very convenient and easy to use!

2018-03-09

Ease of use, and also great record keeping.

Pros

Also provides the feature for the user to chose to email or livechat in real time.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Comm100


Hi Jamison, thank you for leaving us a 5-star rating. We appreciate you sharing your thoughts on our system, and it's great to hear how convenient our live chat has been for you to help your customers. Thank you again for your great input on this!

Read more