New in Live Guide 5.8
Live Guide 5.8 adds features designed to boost operator efficiency and expands administrative options for better contact center performance.
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Top Live Chat Software Features in Netop Live Guide
Click to chat
Offer live chat to your website visitors. With the click of a button customers can chat instantly with your staff. Efficient and effective, text chat improves customer satisfaction, reduces service costs and increases sales.
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Audio and video chat
Engage customers with audio and video chat. Move seamlessly from a simple chat dialogue with your visitors to a full audio and video experience directly from your website. Instantly communicate face-to-face with no download required.
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Proactive chat
Chat proactively with customers. Convert visitors into happy customers by providing proactive online sales support. Start a chat with any visitor who needs help. Increase sales and customer satisfaction.
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Social media and email
Transform one-way marketing campaigns into engaging conversations. Live Guide offers the unique capability to embed live chat functionality in emails, online advertising and social media - including Facebook and Twitter.
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Enterprise security
Be confident of your security. Live Guide was built with the needs of the most highly regulated industries in mind. Advanced security features safeguard your customers and your company.
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Customer intelligence
Display customer information to your operators. Live Guide gives you the ability to see detailed information about web visitors so you can provide more customized and personal communication.
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Comprehensive reporting
Gain deeper insight into customer behavior and improve contact center efficiency with advanced reporting tools that make it easy to monitor key metrics. Detailed analytics provide instant analysis and reporting and may be exported to other systems.
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Remote Assistance
Immediately get "hands-on" access to customer computers to quickly address service issues and improve first-call resolution rates.
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Remote View
Remote view lets operators see what customers are seeing on their own screens for rapid diagnosis of customer problems.
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Advanced routing and workflow
One agent can chat with multiple customers. Inbound queuing enables multiple operators to handle inbound requests. Agent accounts may be grouped by department and chat requests automatically routed.
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Stored history and logs
All chat history is stored in the Live Guide system for later use. See every previous conversation and question the next time your customer contacts your company so each staff member can provide excellent service every time.
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Surveys and forms
Collect valuable customer information automatically. Live Guide provides easy-to-use customizable forms and surveys to gather information at any time before, during or after a live chat interaction - even when agents are offline.
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Preview chats and forms
With Live Guide, contact center agents can preview customer forms before initiating live chat and see customer questions before they are submitted.
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Prepared responses
Automate responses and improve efficiency. Handle multiple visitors at the same time by using your own library of approved, pre-written messages that allow automated, swift and efficient replies.
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Integrations
Through real-time, RESTful APIs and ready-made integraton modules, Live Guide connects with a wide variety of platforms and apps.
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Co-browsing
Lead visitors to web pages. Co-browsing lets you direct visitors' screens to any desired URL or website for additional product features, information or demonstrations.
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Hosted solution
Live Guide is a software as a service (SaaS) solution that is hosted for you in the cloud. There is nothing to download or install, no software to maintain, and no special hardware required. Live Guide is convenient, scalable and works on any computer platform.
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Optimal efficiency
Designed for optimal operator efficiency, with intuitive controls and a customizable workspace, Live Guide sets a new standard in usability. More efficient operators result in faster response to customers, higher customer satisfaction and reduced operating costs.
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Easily customized
Create customized click-to-chat buttons that match your website, utilize tailored messaging and maximize your brand. We make it easy to create the perfect live chat experience for your customers.
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Get started easily
Easy to get started, easy to administer. There is nothing to download or install. We do the work on our dedicated servers, you simply log in and can start setting up your first live chat campaign within minutes.
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