Social Media in the Contact Center Enable Brands and Customers to Engage in Two-Way Interactions on Consumers? Channel of Choice
SANTA CLARA, Calif.--(BUSINESS WIRE)--LiveOps, Inc., the global leader in cloud contact center and customer service solutions, today announced that LiveOpsŪ Social? with new Facebook channel integration is now available on the LiveOps Platform.
?In just a few months, LiveOps Social has generated hundreds of thousands of pounds in new sales.?
?Industry reports indicate that of customers who complain about a company on social media, more than 70 percent of those complaints receive no response from the company. It?s time for change,? said Marty Beard, President and CEO, LiveOps. ?As consumer adoption of social and mobile communications becomes ubiquitous, brands are forced to contend with a mega-shift in customer behavior and expectations for real-time responses. Social media and constant mobile connectivity have permanently changed the traditional concepts of the customer service contact center and customer relationship management. With today?s announcement we are providing a quick, easy and efficient way for enterprises to extend their contact center to their increasingly social and mobile customers.?
LiveOps Social, a cloud application, leverages LiveOps Platform to manage social customer interactions, with real-time social monitoring of designated Twitter accounts and Facebook Pages, as well as by hashtag or keyword. And, through comprehensive queue management and engagement tools, LiveOps Social intelligently routes messages to the best available agent to respond quickly based on the customer or message content.
?We?re choosing to launch the Facebook channel next because we learned very quickly how responsive we can be and how much more valued we are to our customers with Twitter, SMS, chat and email channels. Facebook is simply the next logical step,? says Sarah Barrow, Head of Customer Services & Administration at Wokingham Borough Council. ?For more than three years, we?ve been using LiveOps Social and I can honestly say it?s changed our business.?
?Customer service is happening everywhere not just in a company?s contact center. Customers are getting smart about brands, services, and products on their own. Most of what?s driving this is the popularity and convenience of social media,? said Matt Zemon, President & CEO, American Support. ?By the time that customer is using Twitter or Facebook to ask for help, it?s my business to make sure our contact center agents can interact with customers in those channels. LiveOps is a smart solution for customer service contact centers who want to compete in today?s very social world.?
LiveOps Social helps enterprises deliver a better customer experience by providing a more complete and holistic view of customer interactions across all channels. A single, concise record of the customer?s complete interaction history is presented in the agent?s easy-to-use integrated multichannel desktop. Individual agent performance on LiveOps Social can also be monitored and tracked, and reporting of all customer-agent interactions across all channels is available in a single system.
LiveOps Social was specially designed to enable companies to go beyond just social media monitoring. Customer service agents can tweet or post comments easily in response to customer needs, including pivoting seamlessly from Twitter or Facebook to more private channels such as voice or email when required and then back again if needed. Messages can also be automated, with scheduled tweets or posts. For additional quality management, optional reply templates are available for standardized responses and managers can also screen comments or tweets by agents before they are posted on Facebook or Twitter.
?We?ve chosen to embrace the fact that customers are already talking about our services out there and we want to be a part of it. So it was really important that we start to engage with these customers. Talking to customers via Twitter, in blogs and on forums is quite different than sending an email,? said Steven Henman, Communications Channel, Development Manager, Royal Mail.
?LiveOps makes it easy to reach thousands of customers with ticket notifications, promotions and last-minute specials. These communications have resulted in a 30 percent increase in sales to repeat customers,? said Fade O?Gunro, Advertising Manager, Worldwide Sports Travel which has deployed LiveOps Social with SMS, in addition to LiveOpsŪ Chat & Email.
?It takes just a few minutes to promote product offers to our agents and receive orders back via SMS,? said Joanne McDermott, Customer Service Supervisor, Snap-On Tools, New Zealand. ?In just a few months, LiveOps Social has generated hundreds of thousands of pounds in new sales.? Snap-On Tools, New Zealand, has deployed LiveOps Social with SMS.
LiveOps Social with new Facebook integration is available immediately to companies worldwide through LiveOps or its global partner network. Visit www.liveops.com for more information.
About LiveOps, Inc.
LiveOps is the global leader in cloud contact center and customer service solutions. More than 200 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, and Amway New Zealand trust LiveOps? technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps' award-winning platform has processed more than 1 Billion minutes of customer interactions and managed operations for the largest US-based cloud contact center of 20,000 home-based, independent agents. With 10+ years of cloud experience LiveOps is the partner of choice for companies wanting to migrate to the cloud. Headquartered in Santa Clara, California, LiveOps supports a wide range of industries including financial, health care, insurance, retail, and high tech. For more information visit www.LiveOps.com