Netop Debuts Next Generation of Online Chat SoftwareJune 3, 2013
Live Guide adds iOS, Android support and co-browsing to support BYOD initiatives and improve IT service efficiency
PORTLAND, OREGON – Today, Netop releases the next generation of Live Guide online chat. Live Guide 6.0 allows IT and customer service teams to support customers using mobile devices – including iPhones, iPads, and Android tablets. The new release also includes a co-browsing module for more efficient customer support.
In addition to offering cloud-based audio and video chat that can be deployed on websites, through emails and in social media campaigns, Live Guide now detects whether customers are using a mobile device and adjusts automatically. By being platform agnostic, Live Guide lets service teams support end users no matter what type of device – mobile or desktop – they are using.
“With the rapid adoption of tablets and BYOD initiatives gaining momentum, it is crucial that companies have solutions in place to support myriad devices,” said Kurt Bager, CEO of Netop. “We know that the availability of chat improves service center efficiency and customer satisfaction. With this release, Live Guide extends these same benefits to conversations with mobile users – a great value to sales, customer service and technical support teams.”
The optional co-browsing module in Netop Live Guide lets operators quickly initiate a shared browsing session with a single click. Service agents are able to see what customers are seeing, assist in navigating to online resources, and even help with completing online forms. The end result is more efficient support and increased customer satisfaction.
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 internal technical support and external 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.
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. Netop Solutions A/S shares are listed on the Copenhagen Stock Exchange OMX.