Case Study: Canadian Blood Services achieves digital-first donor engagement and improved CSAT with Comm100

How Comm100 Live Chat Helps Canadian Blood Services Connect with Digital-First Customers

Canadian Blood Services, a non-profit stewarding Canada’s national blood system, needed to modernize donor support because phone-based service was excluding younger, digital-first donors and causing long wait times and low engagement. To address this, they evaluated live chat options and in September 2018 implemented Comm100’s live chat platform (initially with 20 frontline seats) to offer a convenient, instant digital channel.

Comm100’s solution—featuring advanced routing, strong security/compliance and easy agent usability—was embedded across web and self-serve account tools, enabling smooth escalation to nurses and faster resolution. The result: Comm100 now supports roughly 7,000 live chats a month, a 4.5/5 average CSAT, broader donor reach (while call volumes remained), increased repeat appointments, and higher agent satisfaction and retention.

Canadian Blood Services

Denny Michaud

Customer Relations Manager