By Andrew Martins, business.com Writer | Updated Jun 22, 2020
Thanks to the ubiquity of broadband internet, video chatting has become a commonplace technology that some live chat software solutions are adding to provide a more personal touch to the conversations they facilitate. Comm100 is one of those vendors, and after examining their visually enhanced contemporaries, we came to the conclusion that the omnichannel communications platform not only made face-to-face chatting over the internet possible but also provided a solid live chat platform overall.
Regardless of the type of business you run, video chatting can add a human touch to customer service, sales or tech support questions that your operators will eventually face. Provided only through Comm100's Business service plan, and built to require zero additional downloads or plugins, Comm100's video capabilities are browser-based, giving both your operators and web visitors the option to start a video chat with one click. While in a video chat, both parties can also send text-based messages, share files or use the company's co-browsing feature. Without the need to verbally communicate the concepts your operators will try to convey, Comm100's video chat allows for easier problem resolution while also helping humanize both sides of the discussion.
Along with their video capabilities, Comm100's general live chat functionality also excels compared to their competitors. The overall system supports the use of ready-made responses, proactive chat, an offline form for customers to use when they need an answer after regular business hours, and automatic translation services covering 13 languages.
With a mobile-friendly interface that supports Android and Apple devices, users and operators alike can converse wherever they may be. The system supports Mac, Windows and Linux installations, with the option to be used as an onsite piece of software to be hosted on a physical server at higher service tiers. An AI-powered chatbot is also available for use in the system, though that requires an additional fee. Other nonstandard features can be added to the platform through one of its many supported software integrations.
Managers can also benefit from the use of Comm100's communications suite, since it offers message-routing features, a pre- and post-chat survey of a customer's experience, and real-time agent and visitor monitoring functionality at all service levels. Through the service's comprehensive data reporting system, managers can quantify and understand how their customers are interacting with the company site, the live chat agents on staff and their likeliness to commit to a purchase after their chat, among other items.
As for the platform's security measures, managers can further bolster security by banning specific IPs or IP ranges from the website altogether. Furthermore, Comm100 is SOC 2 Type II compliant, ISO 27001 certified, PCI and HIPAA compliant, and has the options for credit card masking and visitor single sign-on. The platform is hosted in a secure data center and is TLS encrypted.
While we liked what we saw with Comm100, we were somewhat disappointed that the video chat feature required a business account. Like many live chat providers, their pricing is based on service tiers and the number of users expected per month. Comparing their monthly per agent rate of $49 for a Business Live Chat account versus their Team Live Chat account at $29 per month, per agent, it's a more expensive option than other live chat service providers.