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Co-Browsing Goes Mobile with Netop Live Guide

September 18, 2013

Netop's mobile chat solution adds co-browsing, forms and advanced customer service tools.

Portland, Oregon - Businesses looking for ways to provide better and more efficient service to mobile customers gained some valuable tools with today's release of Netop Live Guide.  Live Guide - Netop's online audio, video and text chat solution - now extends co-browsing to customers who are using mobile devices.  With co-browsing support agents can easily share screens and help visitors who are using iPhones, iPads and other mobile devices navigate to online resources.  The net result is improved service and faster resolution of customer questions.

The new version of Live Guide also brings optional pre-chat forms to mobile devices. The forms in Live Guide allow customer service agents to capture the information they need to quickly address customer questions and route incoming chats to the proper departments or individuals.  In addition, this release of Live Guide extends chat previews to mobile devices.  Operators will be able to see what customers are typing on their iPhones, iPads or Android tablets before customers hit "send."  This allows operators to prepare their responses, choose the appropriate canned response, or select files, links and other resources to forward to the customer.

“Increasingly, customers are accessing websites through iPads and other mobile devices and companies need to be able to provide excellent service to their customers who are using mobile devices." Kurt Bager, CEO of Netop, said. "We are committed to providing the best mobile chat solutions and continue to extend new, intuitive functions into our HTML5-based chat interface.”

Netop Live Guide combines a robust feature set and enterprise-level security in an easy-to-implement, SaaS solution.  Live Guide’s leading-edge text, audio, and video chat are complemented by optional Remote Assistance and co-browsing modules. Netop Live Guide and Netop Remote Control are used by financial institutions, government entities, large corporations and small and medium businesses around the world to ensure efficient, secure technical support and customer service.  Integrating Live Guide and Remote Control gives service teams the tools they need to improve site conversions, call resolution rates and customer satisfaction.

About Netop:

Netop develops and sells market leading software solutions that enable swift, secure and seamless transfer of video, screens, sounds and data between two or more computers. The company has two business areas: Customer Service and Education.

Used by half of the Fortune 100, Netop’s customer service solutions, including secure remote access and live chat, help businesses provide better customer service, reduce support costs and meet security and compliance standards. In Education, Netop is the world leader in classroom management software, helping teachers in 75 countries make teaching with technology easier and more effective.

Headquartered in Denmark, Netop employs 130 people and has offices in the United States, Great Britain, China, Romania and Switzerland. The company sells its solutions to public and private clients in more than 80 countries.