Comm100 Reviews

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.

Pros

Among the live chat and customer support tools I've used, this one feels like a premium option. It comes with advanced features, connects easily with third-party software and websites and offers companies a fast, user-friendly solution. The integration process was very easy and the interface was well optimized overall.

Cons

One concern I had was that the 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 security risks.

Pros

Built with the end user in mind, this tool handles the basics really well. One thing I appreciate is getting notified the moment someone lands on the site even if they haven't started a chat yet. It's also useful that you can follow how a visitor moves from page to page without needing them to be actively chatting. On top of that, the chat widget is simple to set up and install which makes getting started pretty feasible.

Cons

Mobile chat app feels very limited. It's quite basic and doesn't provide the dashboard view that's available on the web version.

Pros

Honestly, there's nothing about this solution that I enjoy. If I hadn't inherited it, I wouldn't be using it at all. It's missing a lot of features that are standard in nearly every customer service tool and the reporting is very basic with no real way to break down or analyze your data the way you need.

Cons

Reporting is especially weak and feels extremely limited. On top of that, the dashboard isn't customizable at all so you're basically stuck with whatever information it gives you.

Pros

Simple to use, with both free and paid plans available, plus desktop and mobile versions to choose from.

Cons

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

Pros

Having the option to add templates for the entire team as well as for personal use gives you a lot of freedom in how you communicate. It's also nice that you can create your own Welcome message and choose exactly when sound notifications should come through.

Cons

Theme selection is pretty limited. Also, if another agent goes online from the chat popup, you can't open their chats there and have to switch over to the Dashboard instead.

Pros

Keeping an eye on different metrics and monitoring agent performance is really convenient on this platform. It also has an auto-accept option for agents so incoming chats get picked up automatically and distributed randomly in an equal way.

Cons

Customers are able to send files through the chat which is useful but one thing that bothers me is that you can't zoom in on them with CTRL + scroll. Instead, you have to use a separate button that's not very easy to spot which makes it inconvenient.

Pros

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

Cons

Setup does take a little while at the beginning but once everything is in place, it works without any issues.

Pros

Being able to customize message templates and organize them into public and private folders is really useful. The chat interface feels simple and it makes it much easier to follow a lot of metrics so customer questions can be handled efficiently.

Cons

White theme can be a bit harsh on the eyes. There's also a slight mismatch with daylight savings in our region since the chat clock doesn't sync properly with the process here.

Pros

After switching from LivePerson about four years ago, this platform has noticeably improved both our service quality and customer relationships. It offers excellent features, a great range of tools and is priced well compared with some competitors. It may not be the cheapest option out there but you really get what you pay for. The system is easy to use and feels fluid from both the agent and customer side. It also comes with plenty of integration options through its library of pre-built integrations, such as Salesforce and if you use self-hosted reporting tools, you can connect directly through its API.

Cons

We really haven't run into anything negative. Early on, there were a few features that either didn't exist yet or didn't fully work for our particular use case but they have been very responsive to customer needs and many of the development requests we submitted were reviewed and later rolled out on the platform.

Pros

This platform has been highly customizable and has covered everything we need for customer-facing communication. We originally began with just the chat software and a couple of add-ons but once we saw how well it worked, we felt confident enough to fully invest in it and start using the AI chatbot along with its other standout features.

Cons

Naturally, rolling out any new software comes with a few bumps along the way but their Success Team has been incredibly responsive whenever questions come up or we need guidance through a process. They consistently deliver a level of support that goes well beyond what we would normally expect.

Pros

Pricing and feature set are definitely top notch with this chat product. It delivers a really complete experience for both the agent and the customer and the included tools make the platform feel well-rounded overall.

Cons

Reporting is where it falls short. Breaking data out by agent can be difficult so we usually have to export everything to Excel and build pivot tables to get the details we need. Having a simple click-and-go reporting option inside the application would be a big improvement.

Pros

Right from the start, the software has been simple to work with and highly customizable. Since we began using it, they've introduced a lot of new features and clearly keep working to make the product better. The reporting is easy and user-friendly as well. We have several employees using it and every one of them really enjoys the program.

Cons

Haven't run into any problems with the software. One feature that stands out in a positive way is the customizable automatic responses.

Pros

One thing that really works well with this software is the strong level of customization it offers.

Cons

The downside is the pricing feels a bit high especially for the Enterprise version.

Pros

Using this application feels very easy. The search is simple to use and you can quickly look things up and move on without any hassle.

Cons

One thing I don't care for is having to click each item and open a separate page just to see more detailed information.

Pros

Getting this up and running was very easy. These days, most website visitors seem to expect a company to offer online chat and this covers that need well. One feature I especially appreciate is that it is not a bot, customers are actually interacting with a real person which makes a big difference.

Cons

There is not much to complain about. The support team has been great and the product does exactly what it is meant to do. The company has been dependable overall. My only hesitation is that a lot of CRM platforms are starting to include chat for free so I have considered switching but I trust this service and that has kept me with it.

Pros

I've had a great experience with this software. We've relied on it for our Live Chat for nearly ten years and it has never given us any trouble. It has been reliable and consistently works perfectly.

Cons

We have nothing negative to say about the software or the support team.

Pros

The setup process was quick and the customization options made it easy to get everything running. Our web developer had no trouble adjusting the code to match the look and feel of our website. The software is also simple enough for someone with very little experience to use without much difficulty.

Cons

I don't really have any complaints about this software. If I had to point out something, it would be that the web hits reporting feature is not as strong as the software we use for editing our webpage.