Case Study: Queen’s University boosts admissions engagement and cuts response times with Comm100 Live Chat & Chatbot

The Impact of Comm100 Live Chat & Chatbot at Queen’s University

Queen’s University, a public research university in Kingston, Ontario, struggled with overwhelming admissions support demand while relying only on phone and email, leading to slow response times and reduced prospective student engagement during peak cycles. To address this, Queen’s partnered with Comm100 and implemented Comm100 Live Chat and Comm100 Chatbot to provide faster, digital-first support.

Comm100’s Live Chat and Chatbot automated common queries and routed complex issues to agents, significantly reducing phone and email volume, shortening response times, enabling 24/7 support for international applicants, and increasing prospective student engagement. Queen’s reports a smooth rollout, easy-to-manage backend, and measurable efficiency gains that have led the team to expand the Comm100 solution further.

Queen’s University

Victoria Anderson

Manager, Admission Operations, Undergraduate Admission and Recruitment