Live Support Software

A BETTER Service Channel

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Better Online Customer Service with Live Chat

Imagine being able to reduce your customer service costs while at the same time increasing customer satisfaction and loyalty. With Live Guide it is possible. Online chat creates a powerful service channel, improving call center and help desk efficiency.

Customers prefer live chat because they are already online, and they don’t have to pick up a phone and wait in a phone queue. With Live Guide they get their questions answered more quickly while service agents create a personal exchange that results in an improved end-user experience. Live Guide readily integrates with SaaS ticketing, analytics and CRM solutions and provides the most detailed reporting of operator and campaign performance available. 

Increase service efficiency with live chat

Help desks everywhere are increasing their quality of service and decreasing their costs by migrating interactions to live chat.  Live Guide's customers, such as Scandinavian Airlines, are realizing more than a 100% increase in the amount of traffic they are able to handle in their contact centers thanks to Live Guide's intelligent and adaptable routing, the ability to handle multiple contacts, and comprehensive reporting.  With Live Guide you dramatically improve service while giving your customers a positive online experience - interacting with a live agent instead of an automated system.

Easy to Use – Live Guide is the leader in ease of use.  Your service agents will quickly become expert in connecting with customers through our intuitive interface.  And since Live Guide is a web-based chat solution, there is nothing to download or install - you can bring live chat to your help desk in minutes.

Audio and Video – Live Guide extends the value and immediacy of live chat with audio and video, and brings a new dimension to your help desk. With a simple click, customers can communicate with your service agents using text chat and then switch seamlessly to audio and video.

Remote Access - Live Guide includes the customer assistance features you need.  With Remote View, your operators can view customers' desktops to quickly diagnose problems.  Live Guide's Remote Assistance lets your agents take  remote control of customer machines to quickly resolve issues.

  • Optimize your service desk performance by combining Live Guide with Netop's Remote Control solutions. Your team can efficiently manage multiple inbound inquiries and securely access any machine or device for improved first-call resolution rates.

  • Bottom line benefits

    Live Guide is a powerful alternative to business-as-usual online, giving you the ability to reduce the costs of customer support and increase customer satisfaction and brand loyalty.

    • Make immediate one-to-one technical assistance, sales advice and customer service available from anywhere on your website
    • Enable operators to handle multiple chat sessions simultaneously, improving call center efficiency and reducing support costs
    • Answer questions immediately and when customers are most likely to purchase your products and services
    • Provide the convenience of an online experience with person-to-person interaction
    • Engage customers seamlessly from a simple chat dialogue to full audio and video directly from your website
    • Boost response times and first-call resolution rates for increased customer satisfaction and savings