Comm100 Live Chat

“Helpful team and user-friendly platform”

Pros

This has been a positive experience because the platform feels user-friendly. On top of that, the team has been very supportive, offering helpful guidance and thoughtful recommendations whenever needed.

Cons

An area that has been a bit challenging is fine-tuning the bot and campaign settings so the Learning (training) tool works in the most useful way for our needs.

“Strong conversion tool”

Pros

Adding it helped close a gap we had in the buying journey for our very technical product line. We could see people visiting the site, downloading documents and coming back multiple times before contacting us but we had no real-time way to connect with them during that process. Chat turned out to be a much stronger conversion tool for us than forms, email or phone calls because it adds immediacy right into the online experience and gives us another direct channel to talk with customers. A big advantage is that the questions we get are usually very specific and tied to where the customer is in their decision process. Our customers tend to be knowledgeable and do a lot of research on their own but sometimes they just need confirmation to choose the right product or help getting the best data from their instrument. Chat does exactly that and it's also helped us create stronger, more personal relationships with customers.

Cons

There isn't anything specific I dislike about it. The biggest challenge has been more about adopting chat internally as part of our workflow and mindset. Even after having it in place for 6 years, we still run into issues using it as effectively as we should across teams. Our online support staff still tend to prioritize phone and email although we are improving with chat and getting better at recognizing user intent in those conversations.

“24/7 support”

Pros

Getting it up and running was simple and it's a very well-built hosted solution that made real-time communication between clients and businesses simple. You can even see who is visiting your site as it happens which is really useful. Compared with free alternatives, it actually includes fully working features and seems to make better use of them overall. Another strong point was how configurable it was, with plenty of customization available for both the front end and the back end so you can tailor it to fit exactly what you need. On top of that, support was always accessible whenever questions came up, with help available 24/7.

Cons

The free seats were removed recently which pushed me to switch over to a different open-source option offering many of the same features. Another limitation was the lack of IPv6 support so visitors connecting with an IPv6 address could not fully use the software.