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Netop Upgrades Live Chat Software for Improved Customer Service Efficiency in Holiday Season

December 8, 2014

New version of Netop Live Guide helps companies better manage high volume of customer queries

Birkerod, DK - Netop has released a new version of Live Guide, the popular live chat software used by customer service and technical support teams to deliver better, faster service and support.  Combining text, audio and video chat in one intuitive platform, Netop Live Guide provides the routing, reporting and remote assistance tools that companies depend on to efficiently manage high volumes of customer inquiries during the holiday season and beyond.

A fully web-based chat solution with support for mobile devices, Live Guide now provides filters for operators in the administrator console, enabling companies with a large customer service team to more efficiently manage teams of operators.   Additionally, administrators can now add and edit categories of calls in the chat history, providing improved reporting functionality and more accurate statistics.

“FedEx and UPS are forecasting record holiday shipments this year, and with that will come record numbers of customer service inquiries” said Kurt Bager, CEO of Netop.  “We’ve designed the new version of Live Guide to help companies meet the challenge of providing personal service that is efficient and effective, even at times of peak demand.”

Netop Live Guide combines a robust live chat 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. Comprehensive reporting features help customer service teams gain deeper insight into customer behavior and improve contact center efficiency, enabling companies around the world to improve site conversions, call resolution rates and customer satisfaction.

Free trials of Netop Live Guide are available online.

About Netop:

Netop develops market leading software solutions that connect people with computers and smart devices, using remote access, screen-sharing and video chat technologies.  Millions of users count on Netop to make 100 million swift, secure and seamless connections every day.

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 software connects more than 6 million teachers and students, helping schools transform education and improve learning outcomes with tools that make teaching with technology easier and more effective. 

Headquartered in Denmark, Netop has offices in the United States, China, Romania and Switzerland, and customers in 105 countries. The company is privately held.