Tag: customer support

Comm100: The #1 Fastest Growing Customer Service Software Provider

VANCOUVER, BC–(Marketwire – Oct 26, 2011) – Comm100, the #1 fastest growing customer service software provider, launched a new cutting edge product suite on October 24th, 2011 to help businesses take their customer communication to a new level. This revolutionary upgrade had been long anticipated by Comm100, its 160,000+ business clients as well as numerous potential customers.

Comm100 is the leader in customer service and communication software. As the #1 fastest growing company in the industry, Comm100 has won the trust of over 160,000 customers from small to large sized businesses including Dell, Intel and Xerox. Comm100 products include Live Chat, Ticket/Email, Help Desk, Forum, Knowledge Base and Email Marketing. Powerful, integrated and hosted, Comm100 gives businesses an unmatched power to communicate effectively with their customers through multiple channels and deliver superior customer experience.

The improvement coming with this upgrade is huge. Tons of powerful features are added; user-interfaces are totally redesigned and become much friendlier; the integration of products is much more seamless; and the service response is even faster. It’s the child of six months of design and development, four months of testing and the continued support from thousands of loyal customers. Both Comm100 staff and Comm100 users are excited by this release.

“Comm100 is growing at an unprecedented rate because our products create positive changes for businesses. The new product features are truly revolutionary and can change the business practices of even the largest customer communications centers. We are proud of having the most supportive customers in the world and we’re hopeful that these new features will make their businesses even more successful,” said Amy Gu, VP of Comm100.

And customers agree. “We thank Comm100 for providing such a useful service. I recommend it to every website who wants to win trust and provide instant support to their customers,” commented Jennifer, Ecommerce Sales Manager of Complete Online Pharmacy.

About Comm100

Comm100 is the leading global provider of enterprise-level integrated online customer service and communication solutions, including Live Chat, Ticket, Email Marketing, Help Desk, Forum and Knowledge Base. Comm100′s products have been embraced by over 160,000 global companies including prominent technology and consumer sector corporations. To learn more about Comm100′s industry-leading business solutions, visit www.comm100.com.

Want to improve your customer satisfaction? Trying to make your customer support more effective? This is the right solution for you.

Comm100 Customer Service Solution, integrating Live Chat, Email Ticket, Knowledge Base and Forum, offers multiple cost-effective methods for you to serve your customers better and faster.

1. Offer Multi-Channel Support to Customers
   Place a Live Chat button on your web pages, so that visitors can request a chat with your customer service representatives whenever they have any questions about your products or services. There is no need for visitors to log in or install anything. Just by one click, they can start chatting with you and have their questions answered immediately. We know that few businesses are able to offer 24/7/365 real-person customer service. If none of your service representatives are online, visitors can leave you an offline message, submit a Ticket to you, search for answers in your Knowledge Base or post their questions in your business Forum. There is always a way for them to get help from you.
2. Streamline the Issue Tracking & Resolving Process
   All incoming and outgoing messages for one issue are organized together as one ticket with Comm100 Email Ticket, so that you can manage multiple email accounts, live chat transcripts, offline messages and web form messages at one place and track your communication with your customers across multiple channels. You can set the status and priority of the tickets and assign the tickets to specific customer service representatives to make sure that each ticket is handled properly.  Based on the rules pre-defined by you, follow-up emails can be automatically sent to your customers to increase the efficiency in resolving your customers’ queries. No customers will get frustrated for delay in response or no response at all.
3. Improve Your Customer Service Efficiency
   80% customers are asking 20% questions! Most questions were asked before. Comm100 Knowledge Base enables you to build a dynamic FAQ system for your customers and greatly reduce your inbound customer inquiries. By organizing all your product details and frequently asked questions in your knowledge base, giving customers a quick and accurate answer can be as easy as directing them to a knowledge base article. The self-problem-solving rate can also be increased as customers can easily find answers to most of their questions by searching in your knowledge base. This will surely lead to more satisfied customers and more effective staff.
4. Listen to & Learn from Your Customers
   Many business giants, such as Microsoft, are using Forum as their most important support channel. The benefits of having a support forum on your website can be two-fold: it provides another way for your customers to solve the problems by themselves and for you to reduce your support workload; it creates a channel for direct customer feedback and enables you to learn from your customers. By building a business forum around your brand, you get to know what your customers are really thinking about your products or services and how to better cater to your customers’ needs. Designed with customer service in mind, Comm100 Forum Hosted is perfect for you to spark customer discussions and communicate with your customers.

By revolutionizing the ways of customer support, Comm100 Customer Service Solution can help you maximize your support availability, responsiveness, efficiency and quality while minimizing your support costs.

With Live Chat working on 5,486,000 web pages, Comm100 has already helped 97,000 businesses  their customer service.

What are you still waiting for? Sign up now!

Comm100 Free Online Customer Service Software Reaches a Milestone: 25,000 Registered Businesses

VANCOUVER, BC — Comm100, the provider of open source and free hosted customer service software, announced that 25,000 businesses have registered for its online customer support software by this week. As business grows fast, Comm100 has built a large customer base around the globe from top industry giants to non-profit organizations, including Intel, Dell, Xerox, RE/MAX, the University of Nottingham and many others.

As a leading provider of customer service software, Comm100 is committed to helping small and medium businesses develop and maintain good customer relationships. Comm100’s products include Live Chat, Forum, Knowledge Base, Newsletter, Email Ticket, Issue Tracking, Survey, Account and Self-Service Portal. All these applications can be either fully integrated to offer a complete customer service solution, or used independently to meet different business needs.

Since the first release in August 2009, businesses are impressed by the reliability, usability and effectiveness of Comm100 products. That’s why Comm100 has received continuous high opinion from its customers.

“Comm100 is helping me a lot in my business. The more I use it, the more it impresses me. I didn’t even need training. It’s exactly what I’ve been looking for. Awesome!” said Nilesh Phulsundar, Head of Business Development at Maniks.

All Comm100 products are delivered as free SaaS/Hosted applications and fully managed by Comm100. With Comm100 taking care of all the hardware, software, backup and maintenance work on the server side, businesses can focus on what they do best, taking care of customers.

“We always put customers first and continue to improve our products and services according to the needs of our valued customers. It’s really rewarding to achieve this new milestone. We also notice that increasingly more businesses come to Comm100 through friends’ referral or community discussions. I believe Comm100 has a promising tomorrow,” said Amy Gu, VP of Comm100.

About Comm100

Comm100 provides open source and free hosted customer service software for small and medium businesses. Comm100 focuses on developing and managing fully integrated customer support and communication solutions to enable businesses to communicate with their customers more effectively through multiple integrated communication channels, including Live Chat, Forum, Knowledge Base, Email Ticket, Issue Tracking, Survey, Account and Self-Service Portal. Comm100 is a Microsoft Gold Certified Partner. Visit us online at: http://www.comm100.com/

Hi guys, Comm100 Live Chat 4.1 is to be released in 10 days. Incredible, huh?

As you can see now, we are always listening to our customers and improving our services according to their needs. OK, no more talking here. Let’s see what’s new with the new version.

1. Added Japanese and German versions. Other languages, such as French and Spanish, are on the way now.

2. Added DESKTOP version which features auto-installation and auto-upgrade and works with all major operating systems, including all Windows, Mac, Linux, etc.

3. Added floating style for Chat Button which enables you to make your chat button floating when visitors scroll your web page.

4. Added operators forced login. When someone (maybe you) tries to log into Visitor Monitor with the same credentials, the original login will be forced offline.

5. The URLs in Visitor List, Session Info, Navigations and Contact Details in the Visitor Monitor window become clickable.

6. The following pop-up windows in Visitor Monitor are changed to non-modal, including Canned Message, Canned URL, Private Message, Contact Details, Preference, and Transfer. This means operators can still operate in Visitor Monitor after these windows pop up.

7. Retain the original input in the chat input panel when you add Canned Message/URL.

8. The Contact Details interface is more user-friendly.

9. Other minor fixes and tweaks.

Thanks.

Timing is Everything:

What is the Best Day to Send an Email to Your Customers?

In This Article…

If you’ve implemented an Email Marketing campaign and want to optimize how many people open and click-through your email, knowing what day of the week and at what time of day is the best time to send an email blast is a key element to improving metrics. Sending on the wrong day or time can impact your email performance negatively. In this article Comm100 will explain what is the best day to send email and what is the best time of day to send email.

Is Timing Really Important?

If only sending a successful email campaign were as simple as putting together a compelling offer, a great creative, an enticing subject line and sending your message. But it’s not! In the quest to get your users to open an email, the day and time that you send an email is also incredibly important. Continue reading to find out what is the best day to send email and what is the best time of day to send email.

What is the Best Day to Send Emails for Events?

The first thing that you need to know is that, while a large portion of your recipients are going to open your email the day that they receive it, not all of them will. As people visit their inboxes less frequently during the day and instead hit social networks, the number of days it takes between sending an email and a user reading it has grown. It used to be a commonly accepted metric that a marketing email or newsletters had a three day “open tail”. These days, most people allow up to five days for stragglers to open emails.

So this is important to you if you send emails that relate to specific events. For example, an email about a prediction on a sports event or last minute tickets to a concert. Sending the email the day of the event means that, by the time a significant portion of your audience reads the email, the event will be over. At a minimum, send your email three days before the target event. If you want to be extra safe, increase that to five days.

What is the Best Time of a Day to Send Emails?

It’s not between 8:00am and 9:00am EST if you’re an email marketer! According to a Pivotal Veracity study, early morning email delivery has the lowest open rates. This makes sense since the first time most people check their email is when they arrive at work, and the common habit is to delete anything unimportant in order to reduce clutter before the day starts.

If you’re emailing in North America, the vast majority of the population leaves in the Eastern Standard time zone. Subsequently, it’s best to focus your email send time on hitting that particular time zone (unless you have the capability to segment your list by geographic location and send in staggered sends).

While metrics are different for everybody, as a general rule, the best open rates tend to be seen in emails that are sent around lunch time (noon or 1:00pm) EST. This also makes logical sense as people tend to relax a bit with their inboxes at lunch.

The Day Dilemma

There are a few fast and easy rules about the what is the best day to send. But as Comm100 will discuss at the conclusion of this article, that doesn’t mean that you shouldn’t test to find out if they hold true for you.

Monday Blues: Monday’s are considered the worst day to send mass emails if open rate is important to you (and, of course, open rate is important to you). The logic, again, involves the theory that most people spend most of their inbox time at work. When you come into work on a Monday, you instantly start deleting anything that seems like junk or unimportant emails so that your inbox isn’t as overwhelming to you. This theory has been backed up by numbers in many Email Marketing studies. Unless your users have proven to exhibit a different pattern or you have a compelling reason to send on Monday, avoid Monday sends!

Weekend Warriors: It’s also a fact that internet activity in general reduces on weekends. This may be because people spend more time with their families, get outdoors more or are just burnt out from all their enforced online time during the week. Almost every online metric category slips on the weekends, and that includes email opens. Avoid big weekend blasts.

Midweek Days are the Best Days of a Week: Most studies support that sending emails on Tuesday, Wednesday or Thursday will yield the best results. So, if you boil it down, you want to send your email campaign on a midweek day in the afternoon.

Rules Are Meant to Be Broken: Make Sure These Hold True for You

Despite all of the rules above, the No. 1  rule of Email Marketing is “Test. Then test again.” Your particular user base may respond very well to Monday or weekend emails. Maybe you have a lot of mothers who are up early and online, opening emails. The only way to know for sure is to test various send times and select the best day and best time of a day to send emails for your own sending list . Even within your list, different list segments may respond in different ways.

If you follow the “Midweek, Midday” rule, you will certainly get decent response rates. Then you can build on that by running some tests to figure out if there may be a more optimized time to send to your email list! Just be sure you remember to keep track of what you sent when!

No matter what day of the week works best for you, the first step in creating a successful email campaign is to select an email partner that meets your needs. Comm100, who provided you with this complimentary summary email sending best practices, offers a completely free, hosted email marketingand newsletter solution. It’s both a great long-term and short-term solution to getting your email marketing off of the ground whether you’re practicing the “Midweek, Midday” rule or trying to tempt weekend email warriors! Check it out at http://www.comm100.com/emailmarketing/.

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