Product Overview of Comm100
Comm100 is a comprehensive and advanced omnichannel customer engagement platform designed to enhance customer communication and support for businesses of all scales, particularly mid-market and enterprise companies. Here’s a detailed look at what Comm100 does and its key features:
What Comm100 Does
Comm100 integrates multiple communication channels into a single, unified platform, enabling businesses to manage and deliver efficient, personalized, and high-quality customer experiences. The platform is designed to streamline customer communications, improve customer satisfaction, loyalty, and ultimately drive sales.
Key Features and Functionality
Omnichannel Integration
Comm100 consolidates various communication channels, including live chat, email, social media (Facebook, Instagram, Twitter, etc.), SMS, voice interactions, and chatbots, into one seamless solution. This integration allows businesses to engage with customers across multiple touchpoints consistently and effectively.
Live Chat
The live chat feature is highly robust and configurable, offering advanced capabilities such as audio/video chat, screen sharing, auto-translation for over 100 languages, and flexible automatic invitations. It enables real-time communication between website visitors and businesses, promoting sales and improving service quality.
Email Ticket and Messaging
Comm100’s email ticket system helps businesses manage and respond to customer queries from multiple channels efficiently. It allows for the creation and management of tickets from any channel, ensuring context from previous interactions and enabling responses on any available channel. The system also enforces service level agreements (SLAs) automatically.
AI-Powered Automation
The platform leverages AI to optimize customer support through features like smart routing, real-time monitoring, and AI-assisted interactions. AI chatbots can be deployed across various channels to handle repetitive inquiries, freeing up agents to focus on more complex issues. The AI-powered Agent Assist monitors inbound messages and suggests answers from existing knowledge sources, enhancing agent efficiency and accuracy.
Knowledge Base
Comm100’s Knowledge Base centralizes vital knowledge resources, ensuring quick and easy access for both agents and customers. This feature improves customer support quality and efficiency by reducing the need for agents to handle frequently asked questions and decreasing staff training time.
Unified Customer View
The platform provides a 360-degree view of customers, integrating data points such as conversation history, customer segments, real-time web browsing information, and CRM fields. This unified view ensures that customers never have to repeat themselves and allows for personalized customer experiences.
Analytics and Reporting
Comm100 offers robust analytics that provide actionable insights, enabling businesses to continuously improve customer experiences. The platform tracks visitor behavior, navigation preferences, and other key metrics, storing this information in a historical database for future reference.
Team Collaboration and Customization
The platform supports team collaboration with features like granular permission settings and chat histories. It is also highly customizable, allowing businesses to configure the chat button, window, post-chat rating methods, and other elements to fit their brand. Businesses can enable or disable functions according to their needs, such as pre-chat surveys.
Additional Features
Other notable features include co-browsing, video chat, real-time queue monitoring, and the ability to enforce SLAs. The platform also supports surveys, rule-based proactive chat, and file sharing, making it a comprehensive tool for managing customer interactions efficiently.
In summary, Comm100 is a powerful tool for businesses looking to enhance their customer engagement and support capabilities. Its omnichannel integration, AI-powered automation, and robust analytics make it an ideal choice for delivering personalized, efficient, and high-quality customer experiences.