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Netop Improves Live Customer Service with Zendesk

October 22, 2012

Netop Announces Integration of its Live Guide Product with Zendesk’s Cloud-based Customer Service Software

PORTLAND, OREGON - Netop today announced the integration of its Live Guide live chat software with Zendesk, a customer service platform that enables support agents to receive, process, and respond to service requests. This powerful combination enables Live Guide users to serve customers faster, using all the advantages of integrated text and video chat, rapid ticket creation and with more reporting tools than ever to help managers fine tune help desk operations.

Bringing together this state-of-the-art live chat technology with customer service software that is redefining the sector, the Live Guide integration with Zendesk is an advance that can create a real differentiator in the way help desks and customer service departments work.

When a customer engages a help desk representative with Live Guide, fast, face-to-face service is only the beginning.  By taking advantage of the integration with Live Guide, Zendesk-powered teams will be able to utilize Netop's remote access and remote view tools to quickly diagnose and address customer issues.  Agents will be able to create tickets seamlessly - from within the operator console - maximizing their efficiency.  And with Live Guide, service desks experience rapid gains in efficiency - operators are able to handle three to four times greater contact volume through online chat than over the phone.

Even if customers choose to fill out an offline form, Live Guide enables them to automatically generate Zendesk tickets - improving customer experience even when round-the-clock support is not an option.

“By integrating Live Guide with Zendesk, we’re putting a strong and agile tool set - real-time text, audio, and video chat, remote access and remote view capabilities, customer case histories, rapid ticket creation, and cross team communication - in agents' hands for faster first-call resolution rates.  That’s what superior customer service is all about,” said Kurt Bager, CEO, Netop.

And behind the scenes Live Guide gives service managers additional tools to evaluate and improve upon the performance of individual campaigns, departments and operators.  The integration also allows Zendesk case histories and customer information to be accessed by agents simply by entering Zendesk information right in the Live Guide console.

“The combination of Zendesk’s cloud-based customer service software together with the tools available in Live Guide provides a great way for companies to deliver superior customer support,” said Conan Reidy, vice president, business development of Zendesk. 

For more information about Netop Live Guide, visit us here.

About Netop

Netop is a provider of market-leading software solutions that enable swift, secure and seamless transfer of video, screens, sounds and data between two or more computers through its Secure Remote Control, Classroom Management and Live Chat offerings. Headquartered in Denmark, Netop has subsidiaries 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.