Solution Sheet

Comm100 Live Chat

Elevate engagement with AI-powered live chat

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Today’s consumers expect fast, convenient, and personalized support. Organizations that provide this experience drive both new and repeat business. Comm100 Live Chat is the essential solution to deliver this experience that your customers will measure against all others. Whether you’re providing support or driving sales, Comm100’s enterprise-grade solution has the customization, ease of use, and depth of features to get the job done.

Powered by the latest in AI, Comm100 Live Chat lets you deliver the perfect blend of human-bot engagement for optimal productivity and personalization.

Why are organizations choosing Comm100?

Personalized engagement

Every organization has different goals and needs from a live chat solution – that’s why Comm100 Live Chat is built with complete configurability. As well as having control over the look and feel of the live chat experience, you can also customize your setup to the smallest of details. Deploy pre- and post-chat surveys, custom chat routing, and proactive chat invitations, while your agents use audio/video chat, screen sharing, and auto-chat translation for a completely personalized customer experience.

Agent productivity

Agents today must tackle an array of apps and data sources to deliver great customer service. This results in bottlenecks, slow response times, and upset customers. Comm100 creates organization within this chaos by putting everything an agent needs right at their fingertips. By connecting systems and channels together into one simple interface, agents are empowered to deliver efficient and helpful support. Take this one step further with AI-powered tools that provide support and recommended responses.

Scalable support

Many organizations have separate departments, campaigns and sites that need to remain connected to ensure data is unified and the customer experience is consistent. Comm100 Live Chat makes this possible this by letting you deploy the solution across multiple entities, all connected within one single console. This is powered by an intelligent routing system and independent configuration, providing a balance of unification and separation where needed.

Essential integrations

Connect Comm100 Live Chat to your CRM, shopping cart, and business systems for personalized support and an end to data siloes. Choose from pre-built plug-ins or use our flexible API for custom integrations.

Uncompromising security & privacy

Comm100 offers enterprise-grade security that meets international security and privacy benchmarks, including specific compliances for regulated industries like healthcare, banking, and higher education.

Total control & insight

Keep your team at optimal performance with manager tools & reporting. From managing roles and permissions to supervising chats and insightful analytics, feel in control of your team no matter the size or support volume.

“We knew that we weren’t reaching a whole demographic profile because we were only offering phone and email support. If we wanted to connect with these potential donors, we had to provide them with a digital channel that was convenient and instant — and Comm100 Live Chat was the obvious answer.”

– Denny Michaud

Customer Relations Manager, Canadian Blood Services

Service & Implementation

Comm100 Live Chat is a breeze to set up. We offer complete onboarding and training services within every package so you feel confident and fully prepared on launch. And we don’t stop there – once set up, our team is available 24/7 to help you continually refine and improve your team’s performance. This is how we ensure you get full ROI.

What you get – Unpacked

Visitor-side customization

Campaigns: Manage multiple chat deployments within a single Comm100 instance
Customizable appearance: Total control over chat button and chat window design and behavior
Proactive chat invitations: Target web visitors with customized greetings
Audio/video chat: Get as close to face-to-face as possible
Screen sharing: See what they see to guide the customer to resolution
File sharing: Send and receive files to expedite issue resolution
Pre-chat surveys: Qualify and segment customers before chatting
Post-chat surveys: Gather feedback including chat rating and NPS
Offline messages: Let your customers leave messages for you during off-hours
Auto chat translation: Serve your customers in over 100 languages

Agent tools

Web, desktop, and mobile apps: Chat with customers at your desk or on-the-go
Custom alerts: Auditory cues to stay on top of key chat events
Agent-to-agent chat: Coordinate with your team internally
Canned messages: Increase service speed and answer accuracy
Integrated knowledge base search: Switch screens less, serve customers more
Realtime monitoring of website visitors: Know who’s on your website and what they are doing
Customer interaction history: View transcripts from previous conversations
Contact manager: Save customer information and build profiles
Internal notes: Collaborate on chats internally
Agent console extension: Access virtually any third-party software inside the Agent Console

Manager experience

Chat allocation rules: Control how chats are distributed to agents and departments
Sophisticated routing: Use a wide range of parameters to ensure customers talk to the right person
Accessible, insightful reporting: 21+ pre-built reports, real-time reports, custom reports
Customize agent statuses: Create away statuses that match how your team operates
Shifts: Schedule team working hours and holidays and enable automatic logout to keep your queue under control
Chat monitoring and takeover: Ensure your team is delivering quality service and take over if needed
Ban visitors from chatting: Block spammers individually by their IP address
Granular permissions: Set individually, by department, or by role
17 pre-built reports: Assess service quality and team efficiency in real-time

Configurability & platform

Cloud and on-premise deployment options
Pre-built integrations: Includes Salesforce, Zendesk, Google Analytics, Shopify, Zapier, and content management systems
Pre-built integrations: Includes Salesforce, Dynamics 365, Zendesk, Zapier, Google Analytics
Security & privacy: SOC 2 Type II, ISO 27001, PCI DSS, HIPAA, PIPEDA, GDPR, TX-RAMP
Mobile SDK: Deploy live chat in your mobile app
Visitor segmentation: Automatically segment visitors using data from your website
RESTful API: Open API for live chat and reporting data
Agent SSO: Allow faster and more secure login by authenticating through third-party systems
Audit log: Track changes made to your Comm100 instance

Live Chat Packages

Connect with your customers more efficiently and cost-effectively with our fully customizable Live Chat packages.