Netop has released a new version of Live Guide, a 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, Netop, in a statement. “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 text, audio, and video chat are complemented by optional remote assistance and co-browsing modules. Comprehensive reporting features helps customer service teams gain deeper insight into customer behavior and improve contact center efficiency.