Today, Netop releases the next generation of Live Guide online chat. Live Guide 6.0 allows IT and customer service teams to support customers using mobile devices – including iPhones, iPads, and Android tablets. The new release also includes a co-browsing module for more efficient customer support.
In addition to offering cloud-based audio and video chat that can be deployed on websites, through emails and in social media campaigns, Live Guide now detects whether customers are using a mobile device and adjusts automatically. By being platform agnostic, Live Guide lets service teams support end users no matter what type of device – mobile or desktop – they are using.
“With the rapid adoption of tablets and BYOD initiatives gaining momentum, it is crucial that companies have solutions in place to support myriad devices,” said Kurt Bager, CEO of Netop. “We know that the availability of chat improves service center efficiency and customer satisfaction. With this release, Live Guide extends these same benefits to conversations with mobile users – a great value to sales, customer service and technical support teams.”
The optional co-browsing module in Netop Live Guide lets operators quickly initiate a shared browsing session with a single click. Service agents are able to see what customers are seeing, assist in navigating to online resources, and even help with completing online forms. The end result is more efficient support and increased customer satisfaction.
Spotlighted as a leading standalone chat solution in the “2013 Forrester Market Overview: Chat Solutions for Customer Service,” Netop Live Guide combines a robust 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.
Netop Live Guide and Netop Remote Control are used by financial institutions, government entities, large corporations and small and medium businesses around the world to ensure efficient, secure internal technical support and external customer service. Integrating Live Guide and Remote Control gives service teams the tools they need to improve site conversions, call resolution rates and customer satisfaction.