Organizing support requests using standard email software is tough. For modern teams, legacy systems just don’t cut it when it comes to piecing together query details, prioritizing or assigning cases.
Comm100’s Ticketing System allows issues received via email or chat to be logged, resolved, escalated and closed with ease, all within the Agent Console. This allows you to implement an effective and streamlined workflow that suits your business. More Details: Comm100 Ticketing
Providing excellent human-lead customer service is no longer enough. Most customers prefer self-serve options. Rather than being a nice-to-have, self-serve has become a customer expectation.
Our Knowledge Base lets you offer a self-serve option to your customers through a knowledge base search function within the chat window, helping them quickly get answers without waiting for an agent.
In addition, you can improve agent knowledge and responsiveness by giving them quick access to knowledge base articles within their Agent Console. More Details: Comm100 Knowledge Base
Customers are demanding service wherever they are, and best-in-class companies are rising to the challenge. Serve and engage your customers on social media with our new Facebook, Twitter and Facebook Messenger integrations to deliver service that will delight your customers.
Our integrations allow you to implement a business-ready workflow to traditional social media platforms, allowing you to sort, filter, prioritize and assign conversations to individuals or departments. No queries are lost or forgotten.
Live chat and social media are perfect partners – your live chat agents already have the skills they need to provide text-based customer engagement via social media. By integrating social media into the agent dashboard, you provide multi-channel support with minimal effort. More Details: Facebook & Twitter Integration
Chatbots are revolutionizing the face of customer service, and for good reason – a Chatbot can help you shorten wait times, lower service costs, decrease agent training time, and extend your business hours.
Our Chatbot is easily customizable with question and answer sets that enable it to handle basic customer inquiries, leaving your chat agents to focus on more complex cases.
Our Chatbot isn’t just an FAQ page with a bot overlay – Chatbot is an intelligent service which can continuously ‘learn’ to give more effective answers over time.
Visitors can also switch seamlessly between the Chatbot and chats with agents, delivering an AI-enhanced service while also allowing you to continue to serve customers through agent-led chats. More Details: Chatbot
While most customers prefer text chatting, there are times when it’s easier to talk. Audio & Video Chat enables customers to talk with agents over chat with a simple click. No downloads or plugins are required. Customers can also send text messages while they are on the call. Audio and video chats offer a more efficient and effective means of communicating and help establish more personal engagements between customers and agents. More Details: Audio & Video Chat
Comm100 Live Chat enables you to fully customize chat buttons and chat windows to represent the look and feel of your brand. Display your own branded image or graphic as a chat button, and place it on the webpage of your choice. You also have to option to display agent avatars or profile pictures to give a human face to your corporation. You can even select from 13 available languages for translation, and customize your interface to suit your target market. More Details: Customizing Comm100 Live Chat
Minimize visitor anonymity before a chat begins by implementing a pre-chat survey to collect important information about your website visitors such as first name, email address, product inquiry type, etc. Easily to transfer important customer account information (i.e. browsing history, shopping history, shopping cart items, etc.) directly from your website to your agents’ chat console. This information not only allows your chat agents to engage in more personalized conversations with your visitors, but also, improves service efficiency when handling multiple simultaneous chats. In addition, all visitor data collected from the above channels can be used as rules in defining visitor segments. More Details: Monitor and Identify Visitors
With Comm100, you have the choice of routing chat requests by chat button, agent skill set, or department. Whether you have a large customer service team, or a variety of sophisticated chat routing requirements, our Automatic Chat Distribution (ACD) feature enables you to specify custom routing preferences, and automatically assign chat requests to agents who are most suitable for the task. More Details: Chat Routing and Allocation
We understand that a live chat software may not be the only solution you use when providing real-time support to your website visitors. We make it easy to seamlessly integrate Comm100 Live Chat with third party software applications such as Salesforce.com, Zendesk, Cisco Unified Contact Center Enterprise (UCCE), Avaya Aura® Contact Center, GotoMeeting, Google Analytics, and more. Comm100 Live Chat supports any multi-channel strategy for improving efficiency, innovation, and unification. More Details: Third Party Integrations
Comm100 is an industry leader in unparalleled security and reliability. Rest assured that rigorous security measures and business continuity plans are always in place to protect your data privacy. Our MaximumOn technology provides cross data center redundancy to ensure 100% SLA uptime. In the event of scheduled maintenance, or unexpected system failure, our MaximumOn technology ensures that Comm100 achieves high availability at all times. More Details: Security and High Availability
Comm100 provides a robust suite of enterprise-level tools to help you improve service quality. Some of our intuitive features not only enable you to monitor active chats without being noticed by the agent or the visitor, but also, to join or take over any given chat session when necessary. Other features such as chat transcripts, offline messages, and customer rating reports enable you to identify immediate coaching opportunities so that your website visitors always have a positive experience. More Details: Live Chat Supervision
Dividing your chat agents into different departments with specific responsibilities encourages specialization, which cultivates faster and better service for your customers. You can group your agents into different departments with distinctive functions to perform, so that website visitors can request a chat with the department that is best suited to handle their concern or inquiry. It is also easy to assign different permissions to different agents, according to their roles and responsibilities within the department. More Details: Group Agents into Departments
Data is power. Comm100 provides a comprehensive array of reports packed with data that represent the overall health of your customer service department. Key reports include 24/7 chat distribution, agent workload, agent efficiency, customer rating, chat queue, and more. These reports are essential to your business as they offer valuable insights into individual agent performance, service quality, service efficiency, customer satisfaction ratings, staffing needs, as well as training and development needs, so that you are well equipped to take action or make informed decisions when necessary. More Details: Live Chat Reports
Comm100 is specially designed to make your job as a chat agent easier. We’ve designed a variety of enterprise-level tools to help you improve chat efficiency and productivity, so that you can achieve your professional growth and/or personal goals faster. Some of these intuitive features include simultaneous chats, canned messages, audio & video chat, automated greeting messages, keyboard shortcuts, automatic translation, spell check, screen sharing, and others. More Details: Chat Efficiency Tools
Sometimes, it’s better to proactively invite your customers to start a meaningful conversation, rather than waiting for website visitors to chat with you. Comm100 offers an array of tools to help you extract valuable visitor data effortlessly to identify website visitors who need your assistance. Further optimize efficiency by automating proactive chat invitations, so that website visitors who match your preset criteria in demographics and behaviors will automatically receive a personalized chat invitation. This approach leads to higher conversion rates. More Details: Proactive Chat Invitation
Comm100 offers real time visitor monitoring where visitor information such as current browsing page, navigation behaviors, geographical location, shopping cart details, chat history is always available at your fingertips. With this visitor data readily accessible, it is easy to “break the ice” when proactively inviting visitors to chat, and to ensure that shopping carts are always full and make it through to the check-out. More Details: Real Time Visitor Monitoring
Comm100 features an inter-agent chat that makes it easy to contact your manager or colleagues even while actively engaging in a live chat. If you are presented with a customer inquiry that is outside your area of expertise, simply transfer the chat to the appropriate department or colleague. For complicated customer requests that require cross-functional team collaboration, join any active chat so that two or more agents can jointly work on the case, to ensure that resolution is achieved with the first contact. More Details: Team Collaboration Tools
Since customers can visit your website 24 hours a day, 7 days a week, and 365 days a year, logging out of Comm100 will result in missed opportunities to engage more customers, and close more sales. It is for this reason, Comm100 is also designed for mobile use. We offer an easy-to-use mobile app for devices running on both iOS and Android platforms so that serving website visitors is possible anywhere and anytime, even while you are on the go! Download Mobile Apps
With just one mouse click, website visitors can start a human interaction with chat agents in real-time. Visitors are not required to install any software or sign-in to an account in order to request for assistance via live chat support. This higher level of convenience makes live chat the preferred method of customer service by companies across the globe, and a communication channel that yields the exceptional customer satisfaction ratings year after year.
Comm100 software detects website visitors who are using a mobile device and will make automatic adjustments to optimize your customer’s mobile experience. Mobile chat buttons and mobile chat windows are specially designed to fit perfectly on any major mobile screen, both in size and layout, even when the device is rotated. This means that your website visitors will always enjoy a fluid chat experience, regardless of the smart device they use. More Details: Mobile Friendly Live Chat
When contacting a company consumers increasingly prefer live chat over other communication channels, not only because of the convenience and real-time assistance it offers, but also because live chat empowers them to utilize multiple tools for a smooth chat experience. Visitors are able to send copies of full chat transcripts directly to their personal email address for future reference. Files and images can also be sent to agents via the chat window, so that live chat agents better understand questions or concerns.
While live chat support already yields the highest customer satisfaction ratings compared to other methods of customer service, it is still important to get feedback from the customer for service quality control. Post-chat surveys gather customer ratings and feedback immediately after a chat has ended. It is the easiest and most accurate snapshot of how your customers view your company and your agents’ quality of service. More Details: Post-Chat Survey