Comm100 Reviews

Pros

Having chat and email in one place worked really well from the end-user side. It was convenient to use a single spot for both types of communication.

Cons

Customer communication could definitely be better. We weren't notified when unread emails came in so some kind of alert, notification or summary would have helped a lot. We also had to troubleshoot an issue ourselves and eventually discovered that your IP had been changed.

Pros

Everything about this software worked really well for us. Pulling call transcripts, talking with people online and using the reporting features were all very easy and really nice.

Cons

I can't think of any downside. It handled everything we needed it to do and whenever I had a question, support gave us an answer that solved it. We also didn't run into dropped calls or anything else worth complaining about.

Pros

It was very easy to set up the tool. There are plenty of options to customize the appearance and design and being able to use the live chat across multiple sites is a big plus.

Cons

Cost can climb quickly once you begin adding multiple agents.

Pros

There's really nothing positive left to say, I'm only adding extra text here to meet the minimum character requirement.

Cons

Even after they confirmed in writing that support for the User and Contact module would continue, they still wiped out all of our data right in the middle of us actively using it. On top of that, their completely inadequate system wouldn't let us back up more than about 1 MB at a time. Honestly, I'm surprised they're still operating.

Pros

Using this software has been really user friendly from the start. Being able to see what the customer is typing in real time helps me respond faster and the history log is very helpful when I need to look back at previous conversations. I also appreciate that I can keep several chats open at once and move between them without any hassle. Having scripts ready to use is honestly a lifesaver especially when I'm handling multiple chats at the same time.

Cons

Service it provides has been absolutely amazing throughout.

Pros

Getting started with it was incredibly simple and using it day to day has been just as easy. It has become the daily connection between my teachers and their students, covering everything from chat and video to screen sharing, all without any problems.

Cons

My only complaint is that it still is not fully integrated with Canvas LMS (Instructure).

Pros

After launching our ecommerce site, we were getting traffic but not many conversions. That changed once we started using this chat tool. Sales went up because shoppers who were unsure about placing an order could jump into chat, get their questions answered and feel confident enough to buy. People really appreciate the personal touch of talking to a real person instead of a bot. Having multiple operators has also been a big plus for our small business. It lets us stay available from anywhere which is especially helpful when taking a phone call isn't practical. Since I have it on my cell phone, I can keep up with chats wherever I am instead of being stuck in the office. It's very user-friendly and the canned messages feature has been incredibly helpful. I can still keep responses feeling personal without retyping the same answers over and over especially for common questions and closing out chats. I'd absolutely recommend this service.

Cons

One thing that could be better is how the customer's initial question or reason for starting the chat is handled. Right now, I have to go looking for it myself. It would be much better if that information automatically appeared in the chat when I answer so the customer doesn't have to repeat themselves or wonder whether I saw what they originally wrote.

Pros

Using this software feels very easy. I really like the way it looks and how simple the interface is and the fact that it keeps historical information available is a big plus.

Cons

I do wish the analytics were more advanced and it would be even better if it could connect with a wider range of sales funnels.

Pros

Compared with many other chat tools I've used, this one feels much more user-friendly and easy to navigate. With very little setup, it can be up and running within minutes. The reporting is also very strong, you can pull a full report with just a click. I also really appreciate how it sorts incoming conversations to the right department which makes it much easier to pass chats along to the correct operators. Another standout feature is the ban list which is very useful for blocking fake users and annoying people who are not genuinely interested in the product.

Cons

Even though I mentioned the reporting as a strong point, I still think it could go a bit deeper. A few days ago I needed a report showing chat volume by time but the system only allowed it in 30-minute intervals. Having more detailed time breakdowns would make the reporting much more useful.

Pros

Right from the moment a chat comes in, we get all the key details before replying and that makes a huge difference. Once someone picks up the conversation, everything needed to help the customer is already there. We've checked out other chat tools and they just don't seem to understand that as well. This one, whether intentionally built that way or not, fits our Customer Support and Sales process perfectly. With the web, mobile and Windows apps, we're able to stay fully on top of customer support from anywhere.

Cons

Honestly, we don't have any complaints. It covers everything we need right now and we're just looking forward to seeing what improvements come next.

Pros

The software was easy to get started with and I didn't run into any issues while using it.

Cons

Nothing to mention here, I wouldn't change anything at this point and the customer service has been excellent as well.

Pros

Being able to chat automatically in multiple languages is a really valuable feature.

Cons

Mobile app still needs major improvements.

Pros

Having canned responses available along with instant customer details during chats has been really useful.

Cons

I think the operator analytics feels lackings. I'd like to build a KPI for the team that shows how many website visitors there were and how many engagement attempts operators made with each one. The big question is whether operators are ignoring visitors and I need reporting that makes that clear.

Pros

It has been a positive experience because it is easy to use and offers a strong set of features. The API access is also a big plus because it helps us connect it with the software we already use.

Cons

Frustrating part is having to purchase an extra license just so an administrator can get into the system while agents are actively using it.

Pros

The canned messages feature is really useful and I also like that the software works well on mobile.

Cons

One thing missing though, is a volume control option for PC which is a bit disappointing.

Pros

Setting up an account is quick and easy so getting started with the app takes very little effort.

Cons

Video chat feature hasn't been very useful for our needs. We use the platform for customer tech support so there's really no reason for us to see the customer or for them to see us. What we actually need is the ability to view their screen. On top of that, the video chat also doesn't work on mobile devices.

Pros

Having Live Chat gives you a simple and affordable way to support customers. Letting people ask questions right away before they decide to buy can really improve the chances of making a sale. If you run an online business, Live Chat is something you need.

Cons

Nothing I would put here. I'm happy with everything the software offers.

Pros

The limited number of selections actually keeps things clear and makes the software feel less overwhelming.

Cons

There's a slight lag when sending a chat message so it's not always obvious whether it went through until the reply shows up a few seconds later.

Pros

Right from the start, the layout feels simple and the software makes it simple to pull together all the information you might need to keep a conversation with a customer moving forward.

Cons

One thing still missing is the darker themes we were told would be coming some time ago and that still hasn't been delivered.

Pros

Packed with features, this software covers everything you'd expect from the big names in the industry without the high price tag. Up to this point, there hasn't been anything we've needed to accomplish that it couldn't handle. It's also the kind of platform that grows alongside your business. We began on the most basic plan several years ago, then gradually added extras like the knowledge base and moved to higher-tier versions when the time was right. The sales team has been supportive throughout, helping us build a package that fits exactly what we need each year. Updates come out regularly and it's clear the developers put real thought into the changes, focusing on the features and improvements users actually want. The newer modern UI has been a big win as well, very simple to work with. One reason we avoided a lot of competing products was the steep learning curve, both during setup and for day-to-day staff use. Here, that just wasn't an issue. A lot of our team members aren't technical yet they were able to start using it immediately without us needing to run training sessions. Support also feels very personal. Responses are consistently fast, helpful and reassuring so you never feel left to figure things out by yourself.

Cons

We haven't run into any real issues with it. On the rare occasion there was something we didn't love, it was later improved in newer releases and in one case the support team even created a custom fix specifically for us.