Online Chat

A Better Communication Channel

Achieving faster incident resolution times means having the right communication tools. Netop Live Guide live chat is designed to help support and service teams provide exceptional service - through sophisticated routing, thorough reporting and easy escalation to audio and video chat.

Help desks everywhere are increasing their quality of service and decreasing their costs by migrating interactions to live chat. Live Guide users, such as Scandinavian Airlines, are realizing more than a 100% increase in the amount of traffic they are able to handle in their contact centers. With Netop Live Guide, your agents can easily handle multiple concurrent interactions, smoothly transfer calls to other team members and quickly share prepared content with end users. The net result: more efficient incident management and improved end-user satisfaction.

Learn more about how Live Guide can help your technical service team here.

Advanced communication features

  • Audio and Video Chat. Fully integrated audio and video chat for face-to-face service.

    Prepared Responses. Agents can push out prepared responses to frequently asked questions or push end-users to online self-service resources.

    End User Intelligence. Capture end user information through pre-chat forms for faster incident resolution.

  • Advanced Workflows. Live Guide makes it easy to route calls to the right team or individual agent, transfer calls between groups or individuals and for operators to handle multiple concurrent requests.

    Integrated Support Tools. Operators can see what end users are seeing and take on-demand control of end user machines from within chat.