Comm100 Live Chat Reviews

“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.

“Premium live chat platform”

Pros

Compared with a lot of customer support tools I've worked with, it feels like a premium live chat platform with plenty of advanced features and smooth integrations with third-party software and websites. It gives companies a fast, user-friendly solution and the setup process was very simple. The interface was also well optimized which made the overall experience even better.

Cons

WordPress plugin hadn't been updated for several years when I was using the software. Even though it still worked perfectly fine, leaving plugins outdated can create potential security risks.

“User-friendly software”

Pros

Right away, it feels built around the people actually using it. It handles a few simple but really useful things very well. First, you get a notification as soon as someone lands on the site, even if they have not started a chat yet. Second, you can follow how a visitor moves from page to page, even when they are not actively chatting with you. Third, the chat feature is simple to set up and install.

Cons

mobile chat app feels pretty basic. It does not provide the same dashboard view that is available in the web version.

“Limited reporting and rigid dashboard”

Pros

There's nothing about this solution that stands out to me in a positive way. If I hadn't inherited it, I wouldn't choose to use it. It's missing a lot of features that are pretty standard in most customer service platforms. The reporting is very basic and there's no real way to slice and analyze your data the way you need to.

Cons

The reporting is extremely weak and feels very limited overall. The dashboard also isn't customizable at all so you're basically stuck with whatever information it gives you.

“Offers free and paid plans”

Pros

Found it userfriendly and I appreciate that it offers both free and paid plans. It's also convenient to have both desktop and mobile versions available.

Cons

Mobile app does feel a bit limited when it comes to functionality compared with the desktop version.

“Custom templates and welcome messages”

Pros

Being able to create templates for the whole team as well as personal ones gives you a lot of freedom in how you respond. It's also nice that you can customize your own welcome message and choose exactly when sound notifications should come through.

Cons

The theme options are pretty limited so there isn't much variety to choose from. Another inconvenience is that chats handled by other agents aren't accessible from the chat popup when they're online so you have to open the Dashboard instead.

“Useful metrics and smart auto-accept”

Pros

Its great how many metrics you can monitor and how easily you can keep an eye on agent performance. It also has an auto-accept option for agents so incoming chats are automatically assigned in a random and evenly distributed way.

Cons

Customers are able to send files through the chat but the file viewing could be better. The part I don't enjoy is that you can't zoom in with CTRL + scroll. Instead, you have to use a separate button and it's not very noticeable which makes it inconvenient.

“Reliable free chat tool”

Pros

Since live chat isn't a major focus on our website, we really appreciate that this tool is free. It covers exactly what we need it to do and it does the job very well so there's really no reason for us to switch.

Cons

Getting everything set up takes a little time at the beginning but once it's in place, it works without any issues.

“Friendly chat interface”

Pros

Message templates are simple to customize and it's really useful being able to organize them into public and private folders. The chat interface feels user-friendly and makes it easier to monitor a lot of metrics which helps you handle customer questions more efficiently.

Cons

The white theme can be a bit harsh on the eyes. There's also a small issue with daylight saving time not syncing correctly in the chat clock for our region which creates a slight mismatch.

“Fairly priced”

Pros

After switching from LivePerson about four years ago, it has made a huge difference in both our service quality and customer relationships. It offers an excellent set of features, a wide range of tools and pricing that feels very fair compared with some competitors. It may not be the cheapest option out there but with Comm100 you really get what you pay for. The platform is simple to use and feels fluid from both the agent side and the customer side. Another big advantage is the large library of pre-built integrations, including options like Salesforce and if you need something more custom, you can also connect directly through the Comm100 API for self-hosted reporting and other use cases.

Cons

We really have not run into any real downsides. Early on, there were a few features that either were not available yet or did not fully fit our specific use case but it has always been responsive to customer needs. A number of development requests we submitted were taken seriously and eventually added to the platform.

“Responsive staff”

Pros

It proved to be highly customizable and covered everything we needed in a customer-facing communication platform. We originally began with just the chat tool and a few add-ons but after gaining confidence in how well it worked, we ended up fully committing and adding their AI chatbot along with several other excellent features.

Cons

Naturally, rolling out any new software comes with a few bumps along the way but Comm100's Success Team has been incredibly responsive whenever questions came up or we needed help with a process. Their level of support has consistently gone above and beyond what we expected.

“Feature-packed tool”

Pros

Between the pricing and the feature set, this chat product really stands out. It delivers a complete experience on both sides, giving agents the tools they need while also creating a strong customer experience.

Cons

Reporting is where it falls short. Breaking data down by agent can be difficult so we usually end up exporting everything to Excel and building pivot tables to pull the details we need. Having a simple click-and-go reporting option inside the application would make a big difference.

“Keeps getting better”

Pros

Using this platform has been really simple and the level of customization is one of its biggest strengths. Since we first started with it, they've rolled out plenty of new features and clearly keep working to make the product better. The reporting tools are also very simple to work with. We have several employees using it and every one of them has been very happy with the program.

Cons

We really haven't run into any problems with the software. The customizable automatic replies are an especially valuable feature.

“High level customization”

Pros

I appreciate how much customization it offers. It gives plenty of options to tailor things the way you want which makes it a really strong fit for different needs.

Cons

pricing feels a little high especially if you're looking at the Enterprise version.

“Data deleted with no backup”

Pros

At this point, there's really nothing positive left to mention.

Cons

Even after they confirmed in writing that support for the User and Contact module would continue, they went ahead and deleted all of our data while we were actively using it. On top of that, their inadequate system wouldn't let us back up more than around 1 MB at a time. Honestly, I'm surprised they're still in business.

“Chat and email in one place”

Pros

Having chat and email in one place worked really well from the end-user side. It was convenient using the same space for both instead of switching back and forth.

Cons

Communication from Comm100 to customers could be better. We weren't alerted about unread emails at all so some kind of notification or summary would have helped. We had to dig into the issue ourselves and eventually realized the IP had been changed on your side.

“Quick setup and flexible branding”

Pros

Setup was very simple and the customization options made it simple to get everything up and running. Our web developer had no trouble adjusting the code to fit the look and feel of our website. It also feels approachable enough that even someone with very little experience could use the software without much difficulty.

Cons

Honestly, I don't have any real complaints about this software. If I had to point out one thing, the web hit reporting feature seems a bit more limited compared with the software we use for editing our webpage.

“Simple to operate”

Pros

Its simple to handle and it meets the expectation many website visitors already have that a company should offer online chat. One thing I really appreciate is that it is not a bot-driven experience. Customers are able to interact with an actual person which makes the conversation feel more genuine and helpful.

Cons

There is not much to complain about. The support team has been solid, the product works the way it should and the company has been dependable. My only hesitation is that a lot of CRM platforms are starting to include chat as a free feature. I have considered switching because of that but I trust Comm100 and that has kept me with them.