Omnichannel customer engagement for technology companies

Supporting tech savvy customers is about to get a lot easier

Today’s tech customers are more digitally savvy than ever before, and they expect technical services to be fast, secure, and hands-on. To keep customers happy, businesses need innovative customer service tools that are flexible enough to support customers on their terms. Comm100’s platform is an easy to implement customer support solution offering real-time communication via live chat, ticketing and messaging, and knowledge base – all wrapped up within one connected console.

Couple this with audio and video chat, and you can make sure your customers talk to the right person at the right time on their channel of choice.

Today’s tech customers are more digitally savvy than ever before, and they expect technical services to be fast, secure, and hands-on. To keep customers happy, businesses need innovative customer service tools that are flexible enough to support customers on their terms. Comm100’s platform is an easy to implement customer support solution offering real-time communication via live chat, ticketing and messaging, and knowledge base – all wrapped up within one connected console.

Couple this with audio and video chat, and you can make sure your customers talk to the right person at the right time on their channel of choice.

“To date, we have $6 million in opportunities sourced from chat and have closed about $4 million of that. In addition, our sales team loves it. The handoff from support is seamless, it’s brought in great leads, and has led to shorter sales cycles. Comm100 is a great way to interact with customers in real time. Instead of taking 24 to 48 hours to respond to a request for information through our ‘Contact Us’ form, we can get it to the sales team instantly. When we’re more responsive, we’re a lot more likely to close the deal, and do it faster too.”

– Joanie Gentile, Fitbit

+ Find out how Fitbit Health Solutions generated $6M in pipeline with help from Comm100 Live Chat

Secure and reliable live chat

Security is one of the most critical concerns facing tech enterprises today. With phishing attacks, ransomware scams and other cyber threats on the rise, the use of substandard technology can quickly compromise a businesses’ ability to secure customer data — and live chat is no exception.

Fully PCI DSS compliant, our chat software allows your agents to securely request confidential customer information over live chat. We never store any of that data, meaning your agents are only able to access private information while the chat is live. With Comm100, you can confidently provide your customers with the secure customer service they need.

+ [White Paper] Comm100 Live Chat Security Features and Practices

Customer service goes mobile

The mobile revolution has drastically changed customer expectations for service delivery. Today, customers want tech support from wherever they are, and global organizations have support reps working from home or from global offices.

The Comm100 mobile chat feature lets customers quickly get in touch with you while on the move. Our mobile app also empowers your agents to serve customers from their own mobile devices when they’re away from their computers.

Easily manage fluctuating workloads

With tech staffing shortages on the rise, service firms are being pressed to find the customer support talent they need to keep up with their fluctuating project and client loads.

Immediately add capacity to your support organization with our Cloud-based platform. Not only can existing agents handle more customers at once, but you can quickly plug-in and onboard contract support workers anytime you need them.

Live up to customer expectations in a digital world

Our digital society is thriving, and with that comes the demand for fast, accessible, and deeply personalized online service. For tech companies who juggle thousands of clients and issues globally, meeting these new demands can be challenging. Omnichannel customer engagement makes it easy.

Unlike phone support, where agents can only respond to one call at a time, live chat allows them to field multiple requests at once, reducing customer wait time. And by unifying your digital channels with the unified console, your agents don’t have to bounce between applications to hunt for information.

Have complex customer requests? Not only can you route chats to subject matter experts, but you can use the screen sharing feature to make your customers feel like you’re sitting beside them every step of the way.