Comm100

Pros

The platform feels simple and user-friendly and the team has been very supportive with guidance and helpful recommendations along the way.

Cons

We've run into some difficulty fine-tuning the bot and campaign settings so the Learning (training) tool works in the most useful way for our needs.

Pros

Because our product line is highly technical, we needed something that could help increase conversions. We knew visitors were coming to the site, downloading documents and often returning multiple times before finally contacting us but that was exactly where we were losing the connection. We wanted a way to make communication with prospects feel more natural as part of their online experience. Compared with a form, email or phone call, chat felt like a much stronger conversion tool. It Live Chat gave us real-time interaction while people were already on the site and opened up another channel for communicating with customers. One of the best parts is that the questions we receive are usually very direct and specific to where the customer is in their journey. Our customers are knowledgeable and tend to do a lot of research but sometimes they just want confirmation to choose the right product or help getting the best data from their instrument. Chat does exactly that and even goes beyond it by helping us create stronger, more personalized relationships with customers.

Cons

There really isn't anything specific I dislike about the platform itself. The biggest challenge has been less about It Live Chat and more about getting internal teams to fully embrace chat as a mindset. Even after having it in place for 6 years, we still have trouble using it as effectively as we should across teams. Our online support staff still tend to prioritize phone and email although we are gradually improving with chat and getting better at recognizing user intent during conversations.

Pros

Getting this live chat up and running was easy and the hosted setup was very well built. It gave clients and businesses a really effective way to communicate with each other in real time and being able to see visitors on the site was especially useful. Compared with free alternatives, it had a full set of working features and generally delivered the most value from those tools. I also appreciated how configurable it was, with plenty of customization options for both the front end and the back end so it could be customized exactly the way I wanted. On top of that, support was always accessible whenever I had questions, 24 hours a day.

Cons

A recent downside was the removal of the free seats which ended up forcing me to move over to a different open-source option that provided very similar features. Another limitation was the lack of IPv6 support so any clients connecting with an IPv6 address were unable to make use of the software.