Case Study: University of Canberra scales student IT support and boosts satisfaction with Comm100 Live Chat

How the University of Canberra Scaled Student Support with Comm100

The University of Canberra faced rising demand for timely IT support as its student population grew past 17,000, and traditional phone and email channels created bottlenecks during peak times. To provide real‑time help and secure handling of sensitive data, the university adopted Comm100 Live Chat, seeking an on‑premises solution that would integrate with existing systems and reduce wait times and frustration for students and staff.

Comm100 implemented an on‑premises live chat instance with screen sharing and PCI DSS forms, smooth onboarding, and responsive vendor support; the university is now transitioning to a hosted Comm100 setup to lower operational overhead. The results include 759 chats handled in 2024, an average satisfaction score of 4.8/5, an average wait time of 34 seconds, reduced phone volume and rising chat counts — demonstrating faster, more satisfactory IT support.

University of Canberra

Dhaya Karuthedathu

Applications Specialist