Netop Live Guide Technical Support
World-class technical support is included with your purchase of Netop Live Guide to ensure that your organization can make the most of live chat to increase sales, improve customer support, reduce service costs and build brand loyalty.
A variety of online resources are available for your use 24 x 7, including manuals and documentation, training videos and a knowledge base with answers to common technical support questions. You can contact our technical support team online using live chat during business hours, or complete the technical support form below at any time to request assistance.
Information on current release
Live Guide 5.7
Version 5.7 of Netop Live Guide will be released in the Americas on April 30, 2012 and worldwide on May 6, 2012.
API for retrieving chat (not available for Live Guide Basic)
API access allows more efficient integration into external systems. Chat data can be converted into another format, imported into CRM systems, and imported into ticket systems.
API for retrieving form data (not available in Live Guide Basic)
Live Guide 5.7 provides API access to data from customer forms and surveys. This data can be converted into another format and imported into CRM systems and other external systems.
API for retrieving customer form submission data
When a customer submits a form, a lead record, ticket, or other external system record can be automatically created. Instances of customer form submission can also be integrated into external site analytics.
Improved operator disconnect notification
If an operators' Internet connections are disrupted, they will receive immediate notification within the Live Guide operator console.
Video size in the customer window can be adjusted (not available in Live Guide Basic)
Customers can adjust the size of their video windows. The maximum window size has been increased.
A complete list of features and fixes included in this release can be found in the Live Guide release history.
Information on previous release
Live Guide 5.6
Version 5.6 of Netop Live Guide was released in March 2012.
Remote assistance
Operators are able to remotely access customer computers to assist with site navigation (co-browsing) and tasks such as on-line form completion. Remote assistance also allows operators to help resolve customer technical issues remotely.
Remote view
Operators can view customers' desktops remotely.
New configuration options for audio and video latency
Administrators can adjust settings for maximum audio and video performance or choose to add layers of security and encryption to sensitive audio and video chats.
A complete list of features and fixes included in this release can be found in the Live Guide release history.
