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Companies Worldwide Provide Fast, Effective Customer Service Online With Netop Live Guide

January 12, 2010

New Version of Communication Solution Launches

Chicago – Jan. 13, 2010 – Netop Solutions has launched a new edition of its premier communication solution, Netop Live Guide, which makes it possible to communicate personally via websites with chat, audio and video. Companies and organizations can offer customer service online and provide assistance via computer, telephone using only an Internet connection.

“With Netop Live Guide, a single click on a Website opens a connection between the customer and employee. The individual’s question is resolved with direct and personalized communication, and without waiting. This benefits the customer, who wishes to complete a purchase, and the company, as it is an efficient solution with minimal administration required," said Kurt Bager, CEO, Netop Solutions.

Companies using Netop Live Guide reveal that customer service via chat is up to six times more effective than telephone support. A single service employee can handle multiple chat conversations at the same time, while the telephone only enables one-on-one communications. Companies gain a clear advantage by saving money on the bottom line and their customers receive fast, efficient support.
 
It is also possible to provide proactive customer service. If a Website visitor is idle for a period of time, an employee will pop up in a small window and offer to help. With permission, the employee can even take over the visitor’s mouse and keyboard and provide assistance as if they were sitting next to each other.

“Netop Live Guide helps companies communicate quickly and efficiently with visitors to their Websites, and transforms Web surfers into customers," added Bager. "Netop Live Guide helps to sell more and to secure more satisfied customers and users.”

All communication via Netop Live Guide is secure and user-friendly. The solution is based on Adobe Flash Player and functions on all computers without requiring additional downloads or extra equipment.  The new Netop Live Guide supports the company's overall commitment to ensuring that its software solutions function on all commonly used operating systems.

Netop Live Guide is delivered ready-to-use via Internet, requires no maintenance and is hosted by Netop Solutions.

Gentofte Municipality uses Netop Live Guide

At the beginning of 2009, Gentofte Municipality, a town north of Copenhagen in Denmark, opened a chat solution on the front page of its Web site.

When a citizen clicks on a banner with the headline “We are online”, a new window opens with a picture of an employee who says them “Welcome.” Then, the user selects the subject of the inquiry. A portrait appears of the employee the user has direct personal contact with, and the employee presents himself/herself by name.

If the user does not select a specific subject, the chat appears and an employee asks, “How can I assist you?”

“We want to communicate just as personally via the Website as when a citizen makes a personal inquiry at the city hall. And we achieve this goal with Netop Live Guide,” said digitalization consultant Donna Schnell of Gentofte Municipality.

Apollo Travels uses Netop Live Guide

Apollo Travel, located in Copenhagen, is one of Denmark's largest tour operators and they stand for the broadest charter concept with more than 1,600 hotels in 48 destinations in 28 countries. The company receives many inquiries from customers who use its Websites to book their vacations.  Most inquiries are specific questions about the conditions at the destination, available hotels or excursions.

In the past, customers had to call or send an e-mail to get this information. This resulted in a delay before customers received answers to questions that are often critical to their decision about whether to purchase a trip.

“In 2009 we began offering chat with Netop Live Guide. With the chat function, the customer gains contact within 30 seconds and he or she typically receives a complete answer immediately,” said team manager Kim Johansen of Apollo Travels.
Apollo Travels receives about 30 chat inquiries daily.

“We get a lot of praise from our guests, who sometimes also use the chat function to contact us while they are on their holiday,” said Johansen.

Apollo Travels plans to give customers the option of chatting directly with the tour guides at selected travel destinations.
 

About Netop Solutions A/S

Netop develops and sells software solutions that enable swift, secure and seamless transfer of video, screens, sounds and data between two or more computers over the Internet. The company has three business areas, Administration, Education and Communication.

Netop’s unique and cost-saving Administration solutions make life easier for IT professionals with Remote Control and IT Asset Management. With the market-leading solutions for Education classroom management and corporate e-learning, Netop helps students and teachers to achieve optimum results through virtual education. Netop Communication solutions let customers, partners and colleagues meet easily and safely in the virtual space via chat, video and audio over the Internet.

Netop employs 142 people and has subsidiaries in the United States, Great Britain, Romania and Switzerland. The company sells its solutions to public and private clients in more than 80 countries. Netop Solutions A/S shares are listed on the Copenhagen Stock Exchange OMX. In 2008 Netop Solutions had a total revenue of DKK 92.1m. Read more at: www.netop.com.

Press contacts
Lisa Wolfe, L. Wolfe Communications, 773-227-1049, lwolfe@lwolfe.com