Case Study: Relate achieves 40% growth in message counseling and streamlined client support with Comm100 Live Chat, Ticketing & Task Bot

Relate Boosts Counseling Services by Switching to Comm100 Live Chat, Ticketing & Task Bot

Relate, the largest provider of relationship support in England and Wales with over 600 locations, was struggling with an unreliable and restrictive live chat solution (Vee24) and had considered abandoning chat despite strong client demand. After a UX survey and vendor review, Relate selected Comm100 and its Comm100 Live Chat, Comm100 Task Bot and Comm100 Ticketing suite (customer since July 2022) to rebuild its message-based counseling offering.

Comm100 implemented live chat with an automated Task Bot for pre-chat triage, merged-ticket history for repeat clients, and comprehensive onboarding and training, giving counselors easy-to-use supervision and routing tools. As a result, Relate reports greatly improved agent efficiency, consistent counselor routing and a strengthened revenue channel — predicting a 40% increase in its message-a-counsellor service this year — plus new funding opportunities enabled by Comm100’s expanding AI capabilities.

Relate

Sarah Berry

Assistant Director of Strategy, Innovation & Client Experience