Case Study: HSS Hire achieves 30% chat-to-conversion with Comm100 Live Chat

HSS Hire Switches to Comm100 Live Chat to Achieve 30% Chat to Conversion

HSS Hire, a UK and Ireland supplier of tool and equipment hire, struggled with its previous live chat providers because any design or behavior change required coding and cross‑department support, slowing marketing responsiveness and operational agility. Seeking an easy, code‑free solution, HSS Hire evaluated vendors and selected Comm100, adopting Comm100 Live Chat (and later its chatbot and omnichannel features) to modernize customer conversations.

Comm100 implemented Live Chat, a Chatbot for off‑hours and peak handling, and an omnichannel inbox for social messages, providing training and a test launch to ensure smooth rollout. The result: consistently high performance — about 27–30% (reported as 30%) chat‑to‑conversion, an NPS of 50, and 31,000 chats resolved by the bot in 2021 — plus faster responses, more upsell/cross‑sell opportunities and expansion of Comm100 across HSS Hire’s business units.

HSS Hire

Nicola Lomas

Live Chat Manager