Live Chat Training Videos and Tutorials

Video tutorials demonstrate how to implement and use Netop Live Guide

Learn how to implement and use Netop Live Guide with these in-depth training videos. Shorter video tutorials demonstrate how to use the latest Live Guide features.

Getting Started with Live Guide

Live Guide system administrator training

See a training video that demonstrates how to get started using live chat on your website with Netop Live Guide. The video shows how to create the call button building blocks, how to put them together into a campaign, and how to activate the campaign by uploading auto-generated code to a website. The video is approximately 20 minutes.

click to  open in the browser window or right click to download (25MB) – mp4 format, viewable in Quicktime


 

Live Guide tutorials

Saving just one second per chat can result in an overall time savings of 80 hours per year. In version 5 of Live Guide, Netop’s goal was to optimize every aspect of the user interface, and to truly set a new standard for best in class usability for live chat software. The result is increased operator efficiency, faster response times, and higher customer satisfaction.

Based on usability studies and customer feedback, the operator console has been refined to increase operator efficiency and create a better working environment for operators.
  • Customizable operator console, for optimal performance
  • Reduction of average handle time, and a better operator experience
  • Improved customer satisfaction due to faster response times

Tutorial: Live Guide operator training

See a training video that demonstrates how to manage customer calls in Netop Live Guide. The video gives an introduction to the components you see in the interface when you log on as a Live Guide operator. The video is approximately 4 minutes.

Tutorial: Reporting metrics in Live Guide

To help companies gain deeper insight into customer behavior and more effectively manage customer contacts, Netop dramatically increased the reporting capabilities in Netop Live Guide 5.0. The product’s reporting module allows companies to easily monitor the amount of time spent on each customer chat as well as measure customer satisfaction and call resolution. More than 23 new metrics in the reporting function allow contact centers to monitor and improve performance.

The reporting module has been redesigned and augmented with new features to improve your customer insights and measure and improve staff performance.
  • Easily monitor average handle time, customer satisfaction & call resolution
  • Monitor staff performance with 23 new metrics
  • Share and view data and export to CRM

Video: More Metrics to Setup Targets and Control KPIs

Tutorials: Improvements to the administrator interface and usability improvements

Improvements to the administrator interface and usability improvements
Contact center managers will appreciate Netop Live Guide’s completely redesigned administration module which now features an enhanced graphical user interface that will increase their efficiency. Netop Live Guide’s new methods for setting up and managing departments and operators are completely intuitive and the updated administration module includes online help for all aspects of the user interface.

The administration module has been completely redesigned to provide a better user experience with an enhanced graphical user interface featuring:
  • Increased efficiency for administrators
  • Online help for all aspects of the user interface
  • Proactive chat invites now have an easy-to-use test environment
  • Intuitive new methods for setting up and managing departments and operators

Video: Improvements to the Administration User Interface

Video: Usability Improvements for Administrators