Case Study: Thompson Rivers University achieves faster, 24/7 student support with Comm100 Live Chat & Chatbot

Thompson Rivers University Adopts Comm100 Live Chat & Chatbot Across 5 Departments

Thompson Rivers University, a public university serving over 25,000 students, needed to modernize student support beyond phone and email to meet the expectations of a tech-savvy population. Facing Canadian privacy rules and budget limits, TRU evaluated vendors and chose Comm100, initially deploying Comm100 Live Chat (and later Comm100 Chatbot) to offer faster, more convenient digital support.

Comm100 rolled out Live Chat across five departments (Future Students, IT Service Desk, International Office, Wellness Center, Student Development) and added a chatbot built from TRU’s FAQs to provide 24/7 coverage. The implementation cut wait times to an average of 25 seconds, achieved a 4.28/5 CSAT, and the chatbot now handles 83% of chats in the Future Students team—improving recruitment, engagement, and overall support efficiency for Thompson Rivers University.

Thompson Rivers University

Lachlan Todd

Communications & Systems Coordinator