Secure Messaging

Features | Agent Experience

Comm100 Secure Messaging is a powerful, cloud-based, secure communications and information management solution that can be embedded into your customer contact portal. Authorize contacts to raise, track and manage requests, and share information and files – executed by your policy in Comm100’s secure messaging solution.

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Improved safety and compliance

When it comes to security, customer expectations are high – it has to be iron-clad. All customer requests within Comm100’s Secure Messaging software are encrypted in transit and rest, decrypted for authorized parties only, and logged for compliance. Moreover, the Comm100’s security policies and operations allow the data sharing to take place without the risk of security breaches, regulatory noncompliance, or data theft.

Increased efficiency for greater support capacity

To provide efficient, high-quality customer service, your agents need to maximize the time they spend resolving complex customer problems and automate their most repetitive tasks. Compared to email, Comm100’s Secure Messaging software facilitates real-time or anytime communication. While a typical customer case takes 5 emails to resolve, Secure Messaging solves it in a few messages on the same day. This directly increases support capacity so the same resources can manage more requests.

Fewer errors and better control

Phone conversations often require a task to be interrupted, and errors caused by interruptions are one of the leading causes of mistakes in some clinical as well as finance settings. Secure messaging solutions like Comm100 Secure Messaging provides clear, focused, real-time communication – but eliminates the need for an immediate response by giving an option. This allows customers and staff to communicate more effectively, but avoid interruptions that could lead to potential errors.

Assisted agent experience

The Comm100 agent console is designed to put everything an agent needs right at their fingertips. Built-in features like automatic follow-up messages, knowledge base, CRM integrations and triggered updates to tickets help streamline workflows, resolve customer issues faster and free up your agents to spend their time on more complex interactions. Your search for secure messaging solutions is over!

The right agents on the right tickets

Take control of your Secure Messaging accounts by automatically routing inbound queries to the agent or department best suited to handle them. Set service level agreements (SLAs) for response or resolution times and prioritize tickets by urgency level so that critical issues get dealt with first, with nothing falling through the cracks.

Customized messaging experiences

Comm100’s secure messaging solution can be fully customized to create consistent and professional image that matches your website’s look and feel. Choose your theme color, define the custom fields, customize with CSS, and more. White label is also an option.

[Solution Sheet] Comm100 Secure Messaging

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