Features for Customers

1Mobile Friendly: Enable smooth access via mobile devices
Mobile friendly chat buttons and windows can fit perfectly into a mobile device, both in size and layout. Customers can get your help regardless of the device used to access your website.
2Embedded Chat Window: Always be there for customers
Embedded chat window will not be out of sight when customers switch from one page to another within your site. Customers can ask for help whenever they want.
3Social Media Logins: Free customers from filling
The world is connected by social media. Customers will be more than happy to log in to your live chat with their Facebook or Google+ account to conveniently start chatting.
4Automatic Greetings: Give customers a warm welcome
Make the first step towards a conversation via inviting customers to chat. By greetings sent automatically, your customers know that you are available and ready to help.
5Full Customization: Make perfect first impression
Customize your chat buttons and windows to have your own branding and style. Multi-language interface is available. Customers can easily know whom they are talking to.
6Email/Print Transcript: Save records for future reference
Full transcripts are available to be passed to designated emails or be printed as required. Customers can keep information they need locally as a memo to be looked into when necessary.
7Post-chat Survey: Let customers help you improve
Customers get to grade the service they have received via rating. A grade from each chat will show you which aspects of your customer service need improving.
8Drag & Drop File Transfer: Enrich your communication
Drag a selected file and drop it into the chat window for sending. Customers can seek for your help more conveniently by sharing files or screenshots.

Features for Operators

1Multiple Site Support: Serve multiple sites in one place
Use the same account with different settings for your multiple websites. Within a central platform, you can answer questions from customers surfing all of your websites.
2Chat Invitation: Engage customers proactively
Automatic invitations can be sent to customers who meet pre-defined scenarios based on 20+ parameters such as visit times, current pages, etc. Engage customers with the right pitch at the right time.
3Typing Indicator: Read customers' minds
See what customers are typing in before they send it and solve customer cases quickly and efficiently. Provide a swift service for hesitating customers in particular.
4Canned Response: Reduce repetition in work
Create a library of canned responses to help you avoid typing the same answers again and again. This increases efficiency and ensures consistent outbound communication.
5Real-time Visitor Monitoring: Know your customers
Visitor details such as referring URL, pages visited, and length of time on a page are displayed in real time during conversation. Find what your customers need and aid them accordingly.
6Custom Variables: Collect customer information automatically
Insert some code including custom variables and values into your website and get information like name, email, location and language, etc. automatically once customers log in to your site.
7Mobile App: Stay online while on the go
We provide mobile App for iPhone, for Android, and for iPad. These applications will help you chat with customers anytime, anywhere.
8Chat History: Start off every chat informed
You can easily access previous chat information during a chat and get the context necessary to resolve customer cases. Chat history can also be recorded for later follow up.
9Pre-chat Survey: Get yourself prepared
Place name, email, department, etc. and other custom fields as you need into pre-chat window for customers to fill and get related information.
10Teamwork: Get help from workmates promptly
Transfer an ongoing chat to another operator when running into cases you are not familiar with or simply ask others for suggestions. It's really easy to get help from your team mates.

Features for Managers

1Chat Supervising: Keep everything in control
In real time, monitor inexperienced operators to guide them and offer training opportunity if necessary. And monitor chatting for difficult cases to ensure chat quality.
2Department Routing: Put customers in the right hand
Specialized means better service. Group your operators into departments and let customers select a department before chatting. Make sure each case is handled professionally.
3KPI Reporting: Make informed decisions
Reports give you a clear and overall look at your customer service efficiency individually or as a team. By graphically monitoring KPI trends, you can better locate areas for improving.
4Third-Party Integration: Never lose track
Your live chat can integrate with leading CRM systems, ticket systems, or Google Analytics, so that you can share chat data with other applications for later follow up or analysis.
5Account Security: Keep your account safe
Protect your account from unauthorized access with a strong password policy and IP restriction. CAPTCHA is required in the event of continuous login error.
6High Reliability: Never lose contact with your customers
Deployed in two data centers and with seamless failover, your live chat program can keep running without any interruption during both server and data center level failures.
Looking for enterprise-grade features such as chat routing and allocation? Check out Comm100 Live Chat for Enterprise.
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  • 1-778-785-0464
Email US
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