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Sobre Comm100 Live Chat
Comm100 ofrece un software digital de participación del cliente para ayudar a las organizaciones a responder preguntas, resolver problemas y mantener complacidos a los clientes.
I can track visitors in real time and talk to them proactively. It integrates with Comm100 Ticket, great feature.
Sometimes some features are more difficult to find.
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This is a great tool for providing live chat to our customers. We've been using it for 2.5 years now
Comentarios: Easy interaction with customers.
Puntos a favor:
Easy to get up and running and customize. Easy to manage multiple interactions. Switching between devices or refreshing browser doesn't lose session.
Contras:
When there are problems it can be a bit of a blackbox. No real troubleshooting tools. Can't monitor chats on the mobile app.
Respuesta de Comm100 Network Corporation
hace 7 años
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.
Alternativas consideradas:
Everything you could want from a live chat system and more...
Comentarios:
The ability to provide solid, fluid, customer service. It seems a basic requirement and one all live chat providers should be able to meet, but after experience with numerous other providers, Comm100 has been the only one that has provided a consistency high level of service to internal teams and our customers. High availability built in makes it stress-free.
Engagement and relationships with our customers have certainly improved and we hope to be with Comm100 for the foreseeable future.
Puntos a favor:
Comm100 has excellent features, a good range of tools and is well-priced compared to some competitors. It's not as cheap as some alternatives but you really do get what pay for with Comm100. We've been with Comm100 for around 4 years now since making the move from LivePerson and it has improved the service and customer relations to no end. The system is easy it use and fluid from both agent and customer's perspective. The system has a plethora of different integrations through their library of pre-built integrations such as SalesForce, or if you have any self-hosted reporting does then you can integrate directly through the Comm100 API.
Contras:
In our experience we have come across nothing negative. There have been features that didn't exist or work for our particular use case in the beginning but Comm100 do not shy away from addressing customer needs and many development requests we've made have been considered and deployed to the platform.
Comm100 didn't care about our data
Comentarios: The whole company should be closed down and the owners made to sell their private assets to compensate the people who they have let down
Puntos a favor:
nothing any more - I have to fill the box with this other blurb just to reach the minimum character count
Contras:
the fact that after confirming in writing that they were going to continue supprt for the User and Contact module they just deleted our entire data right in the middle of us working on it. Their wholly inadequate system would not even allow us to back up any more than about 1 MB at at a time. I am surprised they are still in business
Respuesta de Comm100 Network Corporation
hace 5 años
Hi Karim, There may have been a misunderstanding here. Before discontinuing our User and Contact products, we ran a multi-month notification campaign and sent many emails to administrators. Users of the product were advised to download their data in advance of the close date. That being said, we are truly sorry for any inconvenience this caused you, and would like to offer you and your team 3 months of Comm100 for free. If you are interested, or need more help from us, please chat with us on our website.
Comm100 Transforms Customer Interactions in a B2B Technology Space
Comentarios: From selection to training to implementation and support, Comm100 is one of the top platform providers we use in our business.
Puntos a favor:
We were looking for something to help conversions since we have a very technical product line. We knew people were on the site, downloading documents, and often visiting multiple times before reaching out. But that’s where we lost our touch point. We knew we could make it easier to communicate with prospects as part of their online experience. We saw chat as a more powerful conversion tool than an online form, an email, or a phone call. Comm100 Live Chat provided immediacy during the user experience and gave us another channel to communicate with customers. One of the great things about chat is we get very pointed, specific questions based on where the customer is in their journey. Our customers are smart; they are doing their homework, but sometimes just need our validation to guide them to the right product or to help them get the best data from their instrument. Chat accomplishes that and more, helping us build stronger, more personalized relationships with our customers.
Contras:
I don't necessarily have anything I like least about Comm100. Our biggest challenge by far isn't with the Comm100 platform, it's with "chat" in general as a mindset change internally. Even though we implemented chat 6 years ago, we still struggle to implement it properly with our teams. Our online support teams still focus on phone calls and email but we're getting better with chat and identifying "user intent" on chats.
Comm100 has good pricing and functionality
Comentarios: Good customer service, good team, excellent follow through and easy to launch
Puntos a favor:
The pricing and features of this chat product is definitely top notch. The features included make it for an excellent, full experience for the agent and the customer
Contras:
The reporting is very lacking. Splitting out agents can be challenging. We normally will download to excel and apply pivot tables to get the information we need. It would be nice to have a click and go option within the application though
Online Chat Services
Comentarios: Being available to our visitors when they are most interested. Unfortunately many clients rarely utilize chat, but for those that do, we're here!
Puntos a favor:
Very easy to use. I think web visitors have an expectation that companies have an online chat service. Comm100 does just that. One of the nice features is that it is not a bot. A real human interacts with the customer.
Contras:
Really can't think of anything. Support is good. Product does what it is supposed to do. Good company. Only concern is that many CRMs are beginning to provide chat as a free benefit. Thought about changing, however I know I can trust Comm100.
I have been using comm100 for the last 5 and a half years now. So far so good.
Comentarios: 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.
Puntos a favor:
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.
Contras:
Comm100 is quite expensive. There are numerous free software out there. However, given their efficiency, I would still recommend them.
Respuesta de Comm100 Network Corporation
hace 6 años
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!
Easy to use and navigate
Comentarios: Sales and conversion - revenue increase
Puntos a favor:
User friendly , variety of options - great opportunity for customization and adjustment to your company`s needs
Contras:
design- view adjustments for users` need more options so that user can adjust to his preferences - especially eye - color , brightness , spell check , fonts customization .
Respuesta de Comm100 Network Corporation
hace 6 años
Hi Reni, thank you for leaving us a 5-star rating, it's great to hear you're finding out feature set useful. Regarding the design view adjustments you mentioned, I have sent them on to our product team for future consideration. Meanwhile, you are always welcome to leave any feature requests or product feedback at our Feedback Forum (https://comm100.uservoice.com/). Your ideas are fantastic for our product team to help develop the product that our customers want. Thank you again for your review!
Using it for a few months
Puntos a favor:
I like how easy is working with it, very functiona, fast, simple design that helps you oriented where everything is.
Contras:
There aren't any options for customization of the themes and the fact that the mantainance of the site isn't announced upwards.
Respuesta de Comm100 Network Corporation
hace 7 años
Hi there, thank you for leaving us a review. We're happy that you find our live chat fast, functional, and easy to use. For adding more customization options, we have a public feedback community (https://comm100.uservoice.com/) for our clients to send in feature requests or suggestions. If you could let us know there what you'd like to see, we'd be happy to review your comments. Our product team are on this community and we'd love to hear more so we can take your ideas into account to help change our product for the better in future. In terms of your comments around our maintenance announcements, please could you double check whether these emails landed in your junk folder? We always send announcements before any period of scheduled downtime, usually 3 days before maintenance begins. You can also contact our support team (support@comm100.com) and give us your email address for us to check what's been happening with those emails. We'd be very happy to look into that for you. Thanks!
Nice digital conversation platform!
Puntos a favor:
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.
Contras:
A drawback is that only one theme is available. Also, it would be nice to have an ability to provide a direct feedback.
Respuesta de Comm100 Network Corporation
hace 6 años
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!
I can say that my overall experience is pretty good. I like working with this software.
Puntos a favor:
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.
Contras:
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.
Respuesta de Comm100 Network Corporation
hace 7 años
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.
Customer Service is abominable and needs improvement, massively.
Puntos a favor:
When it works, fast and efficient. It also looks nice from user perspective. The canned responses are easy to navigate to.
Contras:
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.
Respuesta de Comm100 Network Corporation
hace 7 años
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.
A great asset to our website, very easy to use and the report it stores is very helpful
Puntos a favor:
the simplicity for the user coming into chats, the reports the software gives and the ability to send attachments in the chat.
Contras:
It can be slow to accept the chat, and missed chat reports are not accurate. It should not include users who have requested to chat and change their mind within 5 seconds. It reflects badly on a reports.
Respuesta de Comm100 Network Corporation
hace 7 años
Hi Olivia, thank you for sharing your experience here. We're glad that you enjoy our live chat product. We apologize for the slowness in accepting chats. A member of our support team will reach out to you to follow up on this. Regarding the missing chat report, 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 this has been inconvenient to you. However, we'll definitely send your feedback to our product team. Thanks again!
5 Star Chat Platform !
Puntos a favor:
Great chat platform with a cloud storage ,so you don't have to worry if something goes wrong on your side . Has more features than I could count.The company regularly issues out help materials on their site .
Contras:
Can be too bright on the eyes . It takes a while until you get accustomed to the program and can navigate easily .Other than that ,it`s wonderful .
Respuesta de Comm100 Network Corporation
hace 7 años
Hi Steven, thank you for leaving us a 5-star rating! We're happy that you like our live chat. Regarding your feedback about the brightness of the system, I have already sent it to our product team for improvement. For any other suggestions down the road, we now have a public feedback community (https://comm100.uservoice.com/) for our clients to send in feature requests or suggestions. Our product team monitors this community regularly and your participation there will be hugely appreciated, as we are always looking for ways to improve our product for our customers. Thank you again!
I have a fine time using this program. It is easy to customize the settings as well.
Puntos a favor:
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.
Contras:
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.
Respuesta de Comm100 Network Corporation
hace 7 años
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 am satisfied with my Comm100 experience.
Puntos a favor:
It's simple presentation is easy to work with. The customer service has been exceptional as well.
Contras:
I would like to see all the Comm100 website features integrated into the Comm100 app, if possible. I'd like the layout of the Comm100 app to mirror the website layout. The app feels somewhat limited.
Respuesta de Comm100 Network Corporation
hace 7 años
Hi James, thank you for your review! We're happy that you like our live chat product and customer service. Regarding the Comm100 website and app, are you talking about the web app and mobile apps of our live chat? We have a different mobile-optimized layout to make sure our system is easy to navigate and use on mobile devices and are sorry to hear that this currently removes some features and functionality that you would like to use from our web and desktop app. The good news is that improving our mobile apps is always on our minds and we'll definitely incorporate more features into our mobile apps in the future. For specific mobile feature requests you can participate in our public feedback community here: https://comm100.uservoice.com/. Thanks again!
Great Service
Comentarios: It has been a great tool in allowing people to be able to contact us with questions about the services we provide.
Puntos a favor:
Ease of setup and customization was great in getting everything going. Our web developer was able to use and modify the code easily to match the style of our website. I believe that even the most novice person can use this software easily.
Contras:
There really aren't any cons to this software. If there were I would say that the reporting feature of web hits is much lower than the software we use to edit our webpage.
Great product
Comentarios: The times we have needed help, the Comm100 support has been great!
Puntos a favor:
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. The reporting is very easy to use. We have several employees that use the product and all of them love the program.
Contras:
We haven't had any issues with the software. The customizable automatic answers is a great feature.
I enjoy Comm100 it is easy to use and great wait to stay in touch with customers.
Puntos a favor:
I like the ease of navigation. I also enjoy the canned response, this saves time on typing and being able to respond to customers easily.
Contras:
I don't like the fact that my reps have no way of recalling last chats, due to sometimes they have to reach back out to customers and forget to write down information.
Respuesta de Comm100 Network Corporation
hace 7 años
Hi Tinesha, thanks for providing such detailed comments. We're happy to hear that you enjoy the navigation and canned response features. For recalling last chats, we would like to hear more details to better understand your needs here to see how we can help. We'll arrange for a member of our team to reach out to you to get more details. Thank you again!
Not bad, overall it is quite good and easy to use.
Puntos a favor:
Easy to use, no problem chatting with multiple customers. The translate feature is quite good and easy to use.
Contras:
Too bright sometimes, sometimes cannot change the canned messages sometimes. Sometimes it just freezes
Respuesta de Comm100 Network Corporation
hace 7 años
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!
Works well
Comentarios: Chat with my customers, conversion to orders
Puntos a favor:
All of the information is at your fingertips, easy to use and navigate to transcripts and other historical information.
Respuesta de Comm100 Network Corporation
hace 7 años
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.
Comm100 Live Chat is incredibly easy to use! I love that I can search the history of chats.
Comentarios:
It's another tool we utilize to access a larger customer base and provide excellent customer service.
Luckily this program is super easy to navigate around.
Puntos a favor:
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.
Respuesta de Comm100 Network Corporation
hace 7 años
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!
Amazing chat platform
Puntos a favor:
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 .
Contras:
Would love for more variety in skins .Otherwise it's perfect .
Respuesta de Comm100 Network Corporation
hace 6 años
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!
Excellent service
Comentarios: We are able to present to customers from the comfort of our own office rather than travelling to see them.
Puntos a favor:
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.
Contras:
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.
Respuesta de Comm100 Network Corporation
hace 7 años
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!
Part of Our Daily Work Flow
Comentarios: Comm100 is THE daily routine for teachers and students in our online learning program. We serve students in dozens of different locations and Comm100 allows my teachers to be everywhere from one location EADILY.
Puntos a favor:
Extremely easy to set up and use. Comm100 is the daily link between my teachers and their students. From the chat to the video to shared screens.... all without any issues.
Contras:
That it is not 100% integrated yet in Canvas LMS (Instructure).
