In response to the holiday season that demands so much of package shipping companies, Netop announced the newest release of its live Web chat platform Live Guide. Upgrades to the software were completed to allow companies to better service their customers and provide for more efficient service during the final months of the year.
The most pronounced addition within the upgrade is improvement of the administrator console which now allows admins to manage teams of operators more efficiently. Admins now have more power over service logs because they can add and edit categories that those logs fit into. Better categorization can lead to improved reports and statistics regarding the overall operations of businesses' customer service teams. Kurt Bager, the CEO of Netop, commented on the release and mentioned the demand of the holiday season.
“FedEx and UPS are forecasting record holiday shipments this year, and with that will come record numbers of customer service inquiries,” Bager said. “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.”
One unique feature of Live Guide is its ability to allow service representatives and customers to share the same browsing screen. On a businesses website, the brand agent and the customer can work through problems together -- problems such as navigating a page to find checkout details or searching for specific items. Live Guide also provides HTML5 functionality which makes it possible for agents to help customers on their mobile devices. Whether its Android (News - Alert), iOS, or Windows, customers can seek out representatives by choosing the department that fits their needs best and speaking to agents that know those departments through and through.
Netop markets Live Guide as a platform that can not only deliver avenues for improved customer service. It can also assist entire marketing teams with analysis of business operations through reports and enterprise-related statistics. Interested businesses can see what the software is all about with a free trial made available within the Netop website.
Edited by Alisen Downey