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.
A wholly-hosted chat solution, Live Guide now allows customers to assign administrative privileges to multiple users.
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 is combined with Live Guide's intelligent routing and feature-rich operator console.
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 brands. Live Guide is already integrated with Zendesk's cloud-based customer service software.
Netop Live Guide combines a robust feature set and enterprise-level security in a cloud-based solution. Live Guide's text, audio, and video chat are complemented by optional remote assistance and co-browsing modules. Live Guide's advanced reporting features allow companies to track the performance of their app-based chat channel.
"Netop is committed to creating solutions that enable support teams to provide more efficient, cost-effective service," said Kurt Bager, CEO of Netop, in a statement. "That's 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."