Comm100 Live Chat enables you to chat with website visitors in real time and offers a set of tools to help you increase chat efficiency.
Automatically group chats into 4 different categories (Ongoing Chats, Incoming Chats, Manually Invited and Ended Chats) based on their status. This helps you quickly locate the chat you’re looking for.
Agent’s unresponsive time shows how long a visitor has waited for the agent to respond to his/her last message. You may want to answer the visitor who has waited for the longest time first, as the longer the unresponsive time is, the higher the chance is for a visitor to abandon the chat.
See what your visitor is typing even before they hit Send. With this advance knowledge, you understand the visitor’s state of mind and can better prepare an answer. This is especially helpful when chatting with a hesitant customer.
Built-in spellcheck automatically detects your typos and spelling mistakes.
Built-in auto translation helps you overcome language barriers when chatting with a visitor who speaks a different language. Translation works for both sides, so you and your visitors will understand each other while typing in your own language.
Automatically greet your visitors with a predefined message as soon as the live chat session is connected. To avoid being robotic, you can also add some personalized information in your greeting message to make visitors feel at home.
Never miss a response again. Both agents and visitors can get visual and audio alerts for each incoming chat request or response.
Boost chat efficiency with simple keyboard shortcuts. Agents can set shortcuts to such frequent events during a chat as Send, Previous Chat, Next Chat and Search Canned Message.
Unresponsive visitors can sometimes unnecessarily prolong chats. Agents can choose to end chats automatically after a certain period of time following unresponsiveness. A system message will be sent to visitors notifying them of the chat termination.
Agents can capture valuable visitors and keep them in the visitor list for 24 hours, even after they have left the website. Agents can get back to the captured visitors when they are available and retrieve the visitor information needed for follow-up.
Visitors may come to your website for wrong purposes or with bad intention. In such cases, agents can add these visitors into the ban list by IP or IP range. This can save agents time from answering unnecessary chats.
Whether stepping out for lunch or attending a meeting, there are always those moments when agents cannot take chats. In these instances, agents can manually set their status as “Away”, preventing absent agents from receiving incoming chats.
Comm100 Live Chat provides an option to automatically change agent status to “Away” after a certain period of idleness/inactivity. The status will be changed back to “Online” when there is mouse or keyboard input.
Use custom away statuses to keep communication strong within your team. Admins can create specific statuses, such as Meeting, Lunch Break and Phone Call, for agents to choose from to best describe their current status.
You can pin chats to the My Chats tab for review, wrap-up and other purposes. Unless it is manually closed, a pinned chat will not be removed from the My Chats tab after the chat session ends.
No matter what your customer service channel is, top performing agents always receive high customer satisfaction rate. Here is a practical guide for live chat agents to communicating effectively, addressing customer issues efficiently, and representing your brand professionally.Download Free