Case Study: Phenomenex achieves 24/7 multilingual, high‑satisfaction customer support with Comm100 Live Chat

Serving a global audience through phenomenal customer experiences

Phenomenex, a global leader in liquid and gas chromatography, needed a way to deliver instant, 24/7 technical support to a highly technical, multinational audience. Traditional channels like phone and email were too slow and limited (unable to easily share specs or support across time zones), so Phenomenex selected Comm100 Live Chat to provide real‑time, multilingual assistance and deeper analytics.

Comm100 deployed Live Chat with auto‑translation, rich media and proactive invitations, enabling multi‑language campaigns and round‑the‑clock access to technical experts. The implementation drove measurable gains: a 99% chat acceptance rate, a 4.82 average rating and a 96% customer satisfaction score (about 13 points above the 83.1 industry benchmark), dramatically improving response times and global coverage for Phenomenex.

Phenomenex

Jason Lee

Marketing Technologist