Better chat. Better results.

Netop Live Guide has the features you need to improve online service quality and efficiency.

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Video, Audio and Text Chat for Improved Online Service

Service teams and contact centers choose Netop Live Guide for greater service efficiency, increased sales and improved customer satisfaction. 

Netop Live Guide optimizes online customer service by combining text, audio and video chat to create a new service channel. With Live Guide, your service team can:

  • Rapidly respond to inquiries
  • Efficiently route conversations
  • Easily escalate to remote control
  • Thoroughly record interactions

Secure, easy-to-use and cloud-based, Live Guide is a complete multilingual solution that can be deployed anywhere on your site and in social media in minutes.

Why choose Live Guide as your online chat solution?

Increase efficiency and reduce costs

Customer service and support teams manage three to four times as many inquiries when using chat than by email or phone. Shorter wait times combined with faster resolution means a better bottom line for your company and greater satisfaction for your customers.

Full-featured, easy-to-implement SaaS

From video chat to remote access, from multi-metric reporting to proactive chat, Live Guide has all the features and functions that your business needs. We've designed Live Guide to be easy to implement and use without sacrificing functionality.

Multilingual solution

Support all the languages your customers speak. With Live Guide it's easy to customize messages and customer facing labels into most Western languages, and route customers to operators who speak their language.

Instant online engagement

You can deploy a Live Guide chat campaign anywhere you can put a link - on your website, in electronic documents, emails, online ads and social media campaigns. From anywhere on the web, you can instantly engage your customers face-to-face.

A trusted solution

No other company has more experience building secure remote connections than Netop. We've used our expertise serving the world's most heavily regulated companies to make Live Guide the most secure and reliable chat solution available.

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Benefits

  •   Instantly get face-to-face with customers through online audio and video chat
  •   Manage inquiries three to four times more efficiently than by phone or email
  •    Escalate easily to co-browsing or remote control sessions for faster issue resolution
  •    Use pre-chat forms and intelligent routing to connect customers with the right resources
  •    Intuitive interface and easy implementation mean your team can be chatting in minutes

"Live chat has become an integral extension of our in-store sales team, allowing us to listen to our customer’s needs and engage with them closely and personally." - Steve Allision, Barker and Stonehouse

Click to Chat

With the click of a button on your site customers can immediately connect with your IT or customer service team.
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Audio and Video Chat

Move seamlessly from a simple text chat to a full video and audio conversation - no download required.
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Automated Answers

Handle frequently asked questions with pre-approved automated responses to improve efficiency and service.
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Co-browsing

View customer's browser screens or share your own. Push pages to direct customers to specific resources.
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Mobile Support

Switch automatically between HTML5 and Flash to support customers on iPad, Android and other mobile devices.
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Proactive chat

Proactively invite site visitors to chat with your service or sales team to increase conversions and satisfaction.
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Surveys and Forms

Create custom questionnaires to collect customer information and feedback before, after and during chats.
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Preview Customer Input

Allow operators to preview customer forms before chats and see customers' questions as they type.
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Remote Assistance

Access customer computers to quickly address service issues and improve first-call resolution rates.
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Remote View

View customers' screens instantly for rapid diagnosis of customers' service issues.
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Social media and email

Embed live chat functionality in emails, SMS, online advertising and social media - including Facebook and Twitter.
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Customization

Create customized chat buttons that match your website and maximize your brand.
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Advanced Routing and Workflow

Manage multiple, simultaneous inbound requests and route customers to multiple departments.
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Complete Chat Logging

Record and maintain data from every chat to give operators insight into customer histories.
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Customer Intelligence

Get the information you need to provide efficient and personalized service to your customers.
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Comprehensive Reporting

Monitor operator and campaign performance with detailed, multi-metric analytics and exportable reports.
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API Integrations

Integrate with ticketing, CRM and other core business systems through RESTful APIs and ready-made modules.
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Enterprise Security

Safeguard your customers and your company with Live Guide's advanced security and encryption.
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Cloud-Hosted

Live Guide is fully-hosted - there is nothing for you to download or install and no software to maintain.
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Easy to Use

Designed for optimal operator efficiency, with intuitive controls and a customizable interface.
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Top live chat software features in Netop Live Guide

Who uses online chat software from Netop?

Financial Institutions

Banks, insurance companies and other financial institutions worldwide have turned to Netop Live Guide to help them engage customers, increase retention and differentiate their services.

"We are now at the point of developing the video chat-based part of our customer service in the more specialized aspects of our business, such as portfolio management and private banking." - Thomas Egede Kragh, Nykredit  Read the Case Study (PDF)

"We would recommend Live Guide to others - and, in fact, have - based on our experience, which has been outstanding." - Heather Fixler, AVP for Project Management, First Savings Bank Northwest  Read the Case Study (PDF)

 

 

Municipalities and Government Agencies

Local government agencies from fire departments to social service and healthcare centers are increasingly turning to Netop Live Guide to provide an online channel to improve citizen access to services.

"It's all about providing our residents the best technology that's out there, at a reasonable price." - JR Gamez, Redwood City Police Department

"Netop Live Guide has completely transformed the whole job seeking experience by unlocking more opportunities for job seekers, as well as employers." - Pascale Woodruff, Project Coordinator, European Commission Read the Case Study (PDF)

E-Commerce and Online Retail

Netop Live Guide has helped a wide range of companies to sell their products and services more effectively online. The results include reduced shopping cart abandonment, increased online sales and larger average order sizes.

"We live in a digital world, and our customers are increasingly starting to seek information and purchase products and subscriptions online. They are accustomed to social media where they chat with their friends, so it's only a natural progression that more and more customers want to chat with us instead of calling." - David Demsitz, Head of Online, Hi3G Read the Case Study (PDF)

"Live Guide has unearthed a whole untapped revenue stream which we didn’t even know existed." - Daryl Binelli, E-Marketing Manager, Drive Vauxhall Read the Case Study (PDF)

Online Service and Support

Help desks everywhere are increasing their quality of service and decreasing their costs by migrating interactions to live chat. Netop Live Guide provides unsurpassed remote support capabilities to meet the needs of customer service and IT help desk teams.

"Live Guide gives us bottom-line savings and also allows our customers to experience super-efficient service." - Martin W. Larsen, Online Manager, e-Conomic Read the Case Study (PDF)

"Live Guide has increased our service efficiency by 100%. We can manage 5-6 chats in the time it takes to conduct one telephone conversation." - Stephan Rosenkilde, SAS  Read the Case Study (PDF)

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Why Live Guide?

Nearly all businesses are feeling pressure to keep up with changing market demands and developments. At the same time innovations in social media have brought about a change in customer behavior – more and more, customers are online, on the move, texting and chatting in real time for both business and pleasure. So why choose Live Guide over the competition?

Meet tomorrow’s needs today
Live Guide is super scalable and you only pay for what you need. Whatever your goals, today or tomorrow, count on Live Guide as an easy-to-use service that will adapt to your changing business needs and the evolving demands of your customers.

Proven return on investment
Live Guide helps you create a more efficient working environment for your service agents, and that means faster responses, higher sales and reduced operating costs. Since chat operators can handle multiple sessions simultaneously, you save money by increasing per-agent productivity. Live Guide users routinely experience a return on investment within three to six months.

Rock-solid support and proven expertise
Our in-depth market knowledge and respected technical expertise make us a partner of choice for Fortune 100 companies worldwide. Our world-class technical support ensures that each of our customer organizations can make the most of Live Guide to increase sales, improve customer support, reduce service costs and build brand loyalty.