A few months ago we launched our newly designed Comm100 Ticket system, which allows you to manage your customer interactions within the Agent Console. We are now bringing some new features to the Ticket system. Search in All Tickets or Current Filter We are now providing a much more user-friendly ticket searching feature. You can…
We have redesigned our reporting system to offer industry leading insights on your live chat operation. The new report structure contains 18 independent reports that offer comprehensive organization of data and metrics. In addition, modern visual design and user interaction technologies have been adopted to make your data exploring easy and fun. The main improvements…
We are moving to switch Comm100 Live Chat Agent Console from Flash to HTML5. To ensure the smooth transition from Flash to HTML5, we have planned a two-round beta testing. This is the first round where the beta version is released to a selected group of clients for feedback. We’ll evaluate all the collected feedbacks…
We are moving to switch Comm100 Live Chat Agent Console from Flash to HTML5. Beta Version of HTML5 Based Agent Console To ensure the smooth transition from Flash to HTML5, we have planned a two-round beta testing for feedback. This is the second round where the beta version is universally available on our Cloud Platform….
Dynamic Campaign: Display Different Chat Buttons and Windows for Different Visitors With Dynamic Campaign, you can define rules to display different chat buttons, pre-chat surveys, chat windows, etc. for different visitors, and route them to different agents or departments. This enables you to provide more personalized service to your customers. For example, you can display…
Audio & Video Chat Comm100 Live Chat Audio & Video Chat enables visitors to initiate an audio or video call with a live chat agent with a simple click. No downloads or plugins are required. Visitors and agents can engage in text chat while they are speaking just like in Skype. Audio & Video Chat…
Comm100’s new Chatbot allows visitors to interact with a bot, inside our regular chat interface. Our Chatbot is easily customizable with question and answer sets which allow it to handle basic customer queries, allowing your chat agents to focus only on more complex queries which Chatbot cannot answer. Chatbot can ‘learn’ to give more effective…
We have improved the interface of Comm100 Live Chat mobile apps for Android, iPhone and iPad, so as to offer better agent chat experience.
We’ve received some great feedback from our customers since the launch of our Chatbot. One common suggestion is whether Chatbot could access their database for customer-specific information, such as customer name, payment, and billing information, to answer customers with more detailed information. To solve this problem for our customers, we’ve added a Webhook to our…
You can now connect your Comm100 Live Chat account to your Salesforce Sandbox environment. This allows you to test out integration options and rules until they are ready for production, ensuring that everything implemented in production works as expected.
We’re excited to announce that Comm100 Live Chat has a fresh new look – helping you to better engage your customers and provide a thoughtfully designed chat experience for all of your website visitors. Adaptive Chat Button with Animation Our new adaptive chat button has an interactive animation that’s designed to be modern and eye-catching…
Facebook and Twitter Integration Comm100’s new Facebook and Twitter integration allows you to handle Facebook and Twitter interactions from within your Agent Console, available for free for all Enterprise Cloud Server clients. Our integration allows you to filter, sort, label and assign queries to different departments or team members, providing you with a straightforward and…
We’ve updated our galleries of Chat Buttons and Invitations by adding new images and hiding outdated ones, for all the Cloud Server clients. Please note that: At present, the updates only apply to English and Spanish campaigns. If you’re using the hidden images, there will be no change to your existing look. However, if you…
Comm100’s New Knowledge Base Comm100’s Knowledge Base is a new channel that integrates with Comm100 Live Chat. It allows you to offer a self-service option to your customers through a knowledge base search function within the chat window prior to chatting. Additionally, you can improve agent knowledge and responsiveness by giving your agents quick access…
Comm100 Ticketing is a new feature that integrates with Comm100 Live Chat. It allows for issues received via email or chat to be logged, resolved, escalated and closed with ease, all within our Agent Console. The main features of Ticketing are: Live Chat and Ticket Management in One Agent Console Integrate with Live Chat for…
Co-browsing Feature in Comm100 Live Chat Comm100’s Co-Browsing feature allows you to instantly view and interact with a visitor’s web browser with a single click. You’ll be able to easily understand where your visitors are having trouble, and provide live, personalized guidance through complex processes. For additional information, please click here. Comm100 Live Chat Shopify…
Comm100’s co-browsing feature now allows you to add a custom note to the visitor’s screen when agents request co-browsing sessions with visitors. For example, you can add notes about what agents can and cannot see during a co-browsing session, a link to your co-browsing terms and conditions, and more.
In our commitment to constantly improve products and user experiences, we’ve added the following improvements to our Live Chat Salesforce Integration. Added the option for you to attach a chat or offline message as a Task under a Salesforce Contact. Added the ability to identify Salesforce Accounts, Contacts and Leads by mapping more than one…
Comm100’s social media reporting allows you to access a full suite of reports for your social media integration, available for free for all Enterprise Cloud Server clients. The new reports deliver real-time insights into your social media customer service activities, helping you to better understand your social workload and resolution efficiency. Available Reports include: Social…
Our latest Chatbot adds Natural Language Processing and a host of other features to our existing Chatbot functionalities, including: 24/7 Chatbot Availability Bulk Q&A Import Perform Actions – Bookings, Transactions and More Rich Responses with Images and Video Chatbot Quality Assurance & Reporting Additions For more information about our latest Chatbot, please read Intelligent, Personalized…
Live Chat Report API Comm100 Live Chat Report API allows you to pull raw reporting data from Comm100 Live Chat into your own systems. It can be used to: Create custom reports as per customer’s requirements Store the report data offline or outside of the Comm100 platform Integrate into other 3rd party systems for data…
This release includes agent management and its related permission settings. Searching for Agents in your Agents List This Search function allows you to locate agents more efficiently, this is especially helpful when you have dozens of agents in your account. You can enter an agent’s name or email address, then click on the Search icon…
Comm100 Live Chat MaximumOn™ is a patent-pending technology that provides data center level redundancy for Comm100’s live chat solution to achieve unprecedented service availability. With MaximumOn™ technology, Comm100 software is hosted across two separate centers. When deployment in one data center fails, the other data center will automatically take over. Neither you nor your website…
Comm100’s WeChat Integration allows you to connect your WeChat Official Account to Comm100 Live Chat. With this integration, all customer queries received by your Verified WeChat Subscription Account or Verified WeChat Service Account will be sent to the Comm100 Live Chat Agent Console. This will make it easier for your agents to reach customers and…
We are dedicated to providing the best possible experience for our live chat users. As of September 2018, we have upgraded the design of our chat window and chat Invitations for our cloud server clients– helping you to better engage your customers and provide a more intuitive chat experience for your website visitors. This article…
We’re pleased to announce that Comm100 has upgraded the design of live chat mainly for the visitor side Chat Window and Invitations. This will help you to better engage your customers and provide a more intuitive chatting experience for your website visitors. Repositioning of Operation Icons in the Chat Window The buttons for Rating chat,…
We have made some upgrades to our social media integration. These updates allow you to manage your customer’s queries more efficiently with our tagging and routing feature. Label your Social Conversations with Tags With our social media tagging feature, you can attach one or more customized keywords or phrases to your social media conversations. This…
