Live Guide - Chat Software Review
By business.com editorial staff, business.com Writer | Updated Nov 16, 2016
No matter the kind of company you run, those you do business with always need access to customer service. One of the best ways to give them convenient support, while at the same time gathering vital business data for your company, is to use an enterprise chat software like Live Guide from Netop. Based in Denmark, with other operations located in the U.S., Great Britain, China, Romania and Switzerland, Live Guide has implemented corporate chat in large companies around the world, including half of the U.S.’s Fortune 100.
Netop is focused on making Live Guide as efficient, powerful and simple as possible. The operator dashboard is exceptionally intuitive and uncluttered, allowing agents to respond quickly to inquiries from customers and handle multiple chat sessions at one time.
One of Live Guide’s biggest advantages is that no download or installation is necessary for implementation. All you do is log in to your account on the Live Guide servers and begin a new live-chat campaign. Not only is the process easy, you can still set up the service to meet your company’s needs. You can customize chat windows, buttons, triggers, keywords, reporting and canned messages.
You can also customize the pre- and post-chat surveys. These help you get valuable marketing information about your visitors and critical information about your operations. To better serve your customers, you can use these surveys to assign employees to specific departments or skill sets. This routing helps provide operators who resolve customer concerns in a more effective fashion.
As younger customers turn more frequently to mobile computing, the ability to handle live chat from any platform becomes vital. Live Guide provides excellent support for mobile computing. It also allows you to incorporate two-way audio and video chat into your websites.
To turn casual browsing into sales, operators can help with technical issues or inform customers of any promotions. Your operator can also access an entire series of customer identifiers such as customer histories, geographical location and the websites the customers have been browsing. Benefits of this information cannot be underestimated. Customers, for example, never need repeat their concerns to a different agent, because their history is logged. The gathered information can also be used to establish more effective company strategies. Live Guide interfaces with Google products like AdWords and Analytics to help glean this information. It also connects automatically to popular customer relationship management (CRM) application Zendesk, although not to Salesforce.
Netop designed its business chat software with highly regulated companies in mind. To this end, all chat sessions are encrypted with 128-bit SSL technology along with multiple layers of additional security. For even more security, data is stored in a randomized fashion so that access to a complete and intact file is practically impossible.
Live Guide is a powerful, efficient and scalable corporate chat software available at a competitive price. Excellent reporting tools, clean design and hassle-free installation make Live Guide a good option for your enterprise chat software. Live Guide boasts that companies implementing their business chat usually see a significant increase in sales along with more customer loyalty and access to a data set that improves the company’s overall business direction. For all these reasons, if you're looking for enterprise-level chat, make sure you take a detailed look at Netop’s Live Guide.