Comm100 Live Chat Reviews

I've been working with comm100 live help for years already, great product with many options. We use it for communication with our clients and it never failed us. 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. Many many settings, also in terms of extracting reports and monitor the operators. With the admin rights you can manage everything you need to!

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)

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!

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.

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.

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!

Comm100 Live Chat is a fantastically coded and easy-to-implement hosted software which allowed clients and businesses to easily interact with each other, in real time you can see the visitors on your site. Unlike free options Comm100 has all working features and seems to offer the best out of those features. The configurability was also very good to give you the best customisable options to make the software exactly how you want for the front-end and the back-end. The support was very easy to obtain when needed for any questions 24 hours a day.

The free seats were recently removed, causing me to have to migrate to a different open source software which offered very similar features. Comm100 Live Chat also did not support IPv6 so any clients coming in with an IPv6 address would not be able to benefit from this software.

Comm100 offers everything you can possibly think of needing as a chat agent . It supports as many users as needed ,provides real time data for the visitors of both the chat and your site and keeps a detailed record for each agent's performance .

It currently only supports a very bright skin ,which is unpleasant to look at and can be hurtful towards the eyes .Apparently there has been work towards a richer selection ,but we haven't seen the results yet .

Hi Dima, thanks for the 5 stars! We always love hearing from our customers, especially when they say "our product has everything you can possible think of needing as a chat agent". We also love getting constructive feedback as it's the key to meeting our goal of providing the best possible user experience. Regarding the agent console skin, I've shared your feedback with our product team and we are currently working on a project to improve our user interface. A great way to fast-track your ideas to our product roadmap, and cast your vote on other suggested product updates, is on our customer feedback forum (https://comm100.uservoice.com). Our development team looks at every request that is left there. Thanks again for the review Dima!

Real time support system to support customers. During a chat, agents can write notes or client information so that if the customer comes back to chat in the future, a history is already there.

It will be nice to have an auto-log out if agent has been idle for more than 30 mins. Also, maybe a alarm reminder if the client the agent is chatting with has not replied for more than 2 mins.

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...

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

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. This helps my team as we have a certain amount of minutes in the middle of each response to get back or check up on clients.

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!

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.

The inability to send messages as a supervisor in a chat being handled by another agent. Sending them directly to the agent means they are often missed.

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.

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

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

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!

The usability feature is excellent, I started with 1 person in my company and did POC for this software and management was pretty impressed with the features and ease of use. There are definitely excellent tools in the market for chat support but for us Comm100 worked the best. We have expanded it to our intranet, agents and customers for communication.

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.

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!

The simplistic design allows for clear and easy access. I am able to navigate quickly as well as manage multiple guests at once.

My least favorite part is that I am unable to deselect a visitor after had looking at their details and information.

Thank you for sharing your experience with us. If you don't want to have any visitor selected, you can select an out-of-site visitor. So once the out-of-site visitor disappears from your agent console, no visitor will be selected. We'll also send this feedback to our product team. Hope this helps. If you need further help, please don't hesitate to contact our support team at support@comm100.com, or chat with us online. Thanks again.

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.

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

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...

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Comm100 is in my opinion the best software for a live chat system both customer service agents and customer alike. It's easy to use on both sides. As an agent using this software daily I find it extremely helpful to track and manage all records of previous chats. The features for canned messages and daily stats are amazing.

I would like to have options for customisation for the look of the panel from the agent's side.

Hi Allison, thanks so much for the 5 star review!. Hearing that our customers are getting great value from our product is so important to us. I will be sure to pass on your note that we are best live chat system to our development team as well as your feedback on UI customizability. Please leave any future product ideas on our customer feedback forum (https://comm100.uservoice.com). Thanks again for the review!

Pros: Great visual for use, Always know when there is someone who is trying to chat with you by the pop up and the icon that glows. The information of how many people are using the web page that your chat is associated with. Also the reporting tool is great and also being able to check your other livechat users who are logged in and out and are in a chat. Also provides the feature for the user to chose to email or livechat in real time.

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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!

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.

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A huge thank you for taking time to rate us, Hitesh! Glad that you love our live chat software and customer support. And yes, being able to see what the end users are typing can help you understand the visitor's state of mind and better prepare an answer. If you have any questions, or would like to make a suggestion, please feel free to let us know. Thanks.

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.

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.

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!

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

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 .

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.

Pretty usefull to communicate with on site customer , as I sell car thru my website, its a tool I definetaly need!

Well , the only thing would be some bug with the ios version. Something the app just close by itself. thats minor.

Hi Maxime, thank you for taking the time to leave us a 5-star review! We truly appreciate our long-term business partnerships such as this one. We apologize for the issue on the iOS version. A member of our support team will reach out to follow up the issue. Thank you again!

I use Comm100 Live Chat daily for work and I have never run into any issues or problems with this program. It's an incredibly helpful tool to communicate with our clients and, overall, it is a great program that is easy to use and very convenient.

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Hi Pascale thank you for your nice review and leaving us a 5-star rating. We're happy that you like our live chat. Meanwhile, if you have any feature requests or product feedback in the future, you can always leave them at our Feedback Forum (https://comm100.uservoice.com/). Your ideas are very important for our product team to help develop the product that our customers want. Thank you again for your review!

Easy to use, no problem chatting with multiple customers. The translate feature is quite good and easy to use.

Too bright sometimes, sometimes cannot change the canned messages sometimes. Sometimes it just freezes

Hi Petar, thank you for your review. We're glad that you like our auto translation feature. Sorry to hear you're having issues with brightness, freezes and canned messages. It sounds like you may be using an outdated version of our Agent Console app, as this can cause the issues you're experiencing. We have since switched to a more reliable HTML5 based technology, and you can upgrade to the latest version by uninstalling the old app and installing the new one from https://www.comm100.com/livechat/desktopchat.aspx. We'll also arrange for a member of our team to reach out to you to follow up. Thank you again, Petar!

All of the information is at your fingertips, easy to use and navigate to transcripts and other historical information.

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Hi Raymond, thanks for leaving us a 5-star rating! We're happy that you find our live chat product intuitive and easy to use. We now have a public feedback community (https://comm100.uservoice.com/) for you and other clients to send feature requests or issues. Our product team monitors this community regularly and your participation there will certainly be heard to help us as we are always looking for ways to improve our product for customers.

It is simple and easy to use. I like having access to the history of chats, as well as quick to identify team member on chat.

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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!

Anything you can think of in a chat client , Comm100 can provide . I like the super detailed reports you can get about customer behavior in the chat ,which enables you to get the maximum from your conversations .

Would love for more variety in skins .Otherwise it's perfect .

Hi Tihomir, We very much appreciate the review and the kind words. We are happy that you are finding value from our reporting and analytics functionality. As for more agent skin variety, I will make sure this feedback gets to the right people on our product team. If you have any other thoughts to share on the product, please tell us over at our customer feedback forum (https://comm100.uservoice.com). Thanks again Tihomir!

We use this for our business webinars, we like the functionality where you can change the organiser so someone else can host the meeting/ screen share with the organisers permission.

The only con to this software is that sometimes is doesn't start up straight away so customers are left waiting on a meeting without an organiser. This could very well just be our server on those days but seems to happen with only this software on those days.

Hi Grant, thank you so much for leaving us a review. It seems that you're using our Join.Me or GoToMeeting screen sharing integration. Were you referring to the Join.Me or GoToMeeting when you said the software didn't start up straight away? We'll arrange for a member of our team to reach out to you to follow up to make sure we understand and can help resolve this issue. Thank you again!

This software is so easy to use. We have used this software for our Live Chat for almost a decade now and have had NO issues with it - it is flawless and always works perfectly.

There is nothing bad we can say about the program or the support staff.

It's fast and responsive, and the programmers have been very willing to customize the experience for our needs instead of sticking us with a cookie-cutter product.

The program is a little heavy, and doesn't run quite as sleekly on older or lower electronics as I'd like.

Hi, thanks for leaving us a 5-star rating! We're excited that our live chat has opened a whole new aspect of quick customer service for you. We'll do our best to continue optimizing the user experience for better satisfaction. Thanks again for your comments.