Netop Unveils Improved Online Chat Tools for IT and Customer ServiceAugust 11, 2014
Live Guides expanded administrative options and customer data views target the needs of high-volume customer service teams
Portland, Oregon Netop has released a new version of Live Guide, the online audio, video and text chat solution designed for use by customer service and tech support teams. With Live Guide, support teams can bring a higher level of personalized service and faster call resolution for their end users.
A wholly-hosted chat solution, Live Guide now allows customers to assign administrative privileges to multiple users. This flexibility aligns with the needs of large-volume contact centers who need to have multiple administrators for the chat campaigns on their websites. The new version of Live Guide also expands the customer data that is presented to operators. Along with campaign information, geography and complete chat history, Live Guide now gives operators information on customer wait times. This visibility combined with Live Guides intelligent routing and feature-rich operator console ensures that customers receive the most efficient support possible.
Netop is committed to creating solutions that enable support teams to provide more efficient, cost-effective service, said Kurt Bager, CEO, Netop. Thats why companies around the world choose Live Guide for online chat. By adding these features to Live Guide, we are enabling help desks and service teams to provide better service to their customers.
Live Guide includes a Software Development Kit (SDK) enabling developers to integrate real-time chat into iOS and Android apps. The Live Guide SDK allows developers to add chat to their apps using ready-to-install default settings or to customize the chat interface to meet the needs of their brand. Live Guides advanced reporting features make it easy for companies to track the performance of their app-based chat channel.
Netop Live Guide combines a robust feature set and enterprise-level security in an easy-to-implement, SaaS solution. Live Guides leading-edge text, audio, and video chat are complemented by optional remote assistance and co-browsing modules.