• October 22, 2012

Netop Improves Online Customer Service with Zendesk

Netop has integrated its Live Guide live chat software with Zendesk, a customer service platform that enables support agents to receive, process, and respond to service requests. 

This powerful combination enables Live Guide users to serve customers faster, using all the advantages of integrated text and video chat, rapid ticket creation, and with more reporting tools  to help managers fine tune help desk operations. 

When a customer engages a help desk representative with Live Guide, fast, face-to-face service is only the beginning. By taking advantage of the integration with Live Guide, Zendesk-powered teams will be able to use Netop's remote access and remote view tools to quickly diagnose and address customer issues. Agents will be able to create tickets from within the operator console. And with Live Guide, service desks experience rapid gains in efficiency. Operators can handle three to four times greater contact volume through online chat than over the phone. 

Even if customers choose to fill out an offline form, Live Guide enables them to automatically generate Zendesk tickets. 

"By integrating Live Guide with Zendesk, we're putting a strong and agile tool set, [including] real-time text, audio, and video chat, remote access and remote view capabilities, customer case histories, rapid ticket creation, and cross team communication,  in agents' hands for faster first-call resolution rates. That's what superior customer service is all about," said Kurt Bager, CEO of Netop, in a statement. 

And behind the scenes Live Guide gives service managers additional tools to evaluate and improve upon the performance of individual campaigns, departments and operators. The integration also allows Zendesk case histories and customer information to be accessed by agents by entering Zendesk information right in the Live Guide console. 

"The combination of Zendesk's cloud-based customer service software together with the tools available in Live Guide provides a great way for companies to deliver superior customer support," said Conan Reidy, vice president of business development at Zendesk, in the statement.

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