LiveOps Blog
UK = The Hub of Social Enterprise
It is clear from Cloudforce London and the many LiveOps customers and partners that we met with that ‘Social CRM’, or social customer service is on the move in the UK. This was showcased in several case studies at the Cloudforce event.
Marty Beard, President and CEO
Many of our customers in the UK are trailblazers in this area and have smartly leveraged our social-enabled cloud contact center software to deliver high quality customer service, and in the process, distinguished themselves from their peers. They are mixing ‘traditional channels’, like voice and email, with social channels like Twitter and Facebook, to provide a better 2-way and real-time interaction with their customers.
LiveOps customers Royal Mail, ParcelForce and Wokingham Borough Council have embraced this shifting communication culture through LiveOps Platform.
With LiveOps, Wokingham Council’s contact center now can service the borough’s 160,000 citizens through their preferred communication channels be it email, chat, voice, SMS or Twitter. By acknowledging social government through LiveOps, the council is ahead of the curve and has been able to deploy new services such as the traffic issue reporting service and the “Dog and Bone Text Alert Scheme”. Through the scheme, the council’s contact center can alert dog walkers via SMS when a dog has been reported as missing within the borough.
Through LiveOps Social, Royal Mail has improved public perception of the organization by delivering a deeper level of customer engagement. By responding to customer concerns on public forums such as Twitter in real-time, the postal service has accelerated “first tweet problem resolution”. Ultimately Royal Mail has demonstrated a true commitment to their customers by harnessing cloud-based customer services.
As the show concluded and the sun set over London’s Excel, it became clear that the social enterprise will continue to gain momentum in the UK and beyond. Hats of the trailblazers as they set the scene for the future in customer services!
- Marty Beard, President & CEO
Cloudforce Presentation: Building a Social-Enabled Cloud Contact Center
Sanjay Mathur, VP of Product Management
Yesterday, I had the opportunity not only to attend salesforce.com’s Cloudforce 2012, but also give a presentation on building a social-enabled cloud contact center, which I have talked about a number of times. This particular presentation, though, focused on our partnership with salesforce.com and how, together, we are enabling companies to become “social enterprises” and interact more intelligently with their customers across multiple channels to deliver a better customer experience and increase customer lifetime value.
Sanjay Mathur Presenting at Cloudforce 2012
I shared a few success stories involving LiveOps customers, but perhaps the strongest endorsement of how we enhance Service Cloud is actually salesforce.com itself. As the platform that powers salesforce’s own cloud contact centers globally, we know what it takes to ensure that customer interactions are handled quickly, easily, and efficiently in the cloud. Through a unique DataExchange and CTI integration with Service Cloud, LiveOps Platform is able to synchronize customer data seamlessly with salesforce.com to ensure companies are servicing their most valuable customers effectively in whatever channel they prefer. For instance, if you’re using our platform and would like to know more about a customer in order to route their inquiry to the correct agent, you can pull data from salesforce.com and make an intelligent decision on where to direct the customer. We are proud to call this intelligent routing, which is one of our core features.
salesforce.com aptly gave Cloudforce the theme “Welcome to the Social Enterprise.” It wasn’t hard for me to recognize and demonstrate LiveOps as an enabler of the social enterprise revolution, and with the help of salesforce.com, we are further taking customer service to a whole new level.
Visit our blog later today for a full recap on Cloudforce from our CEO Marty Beard!
- Sanjay Mathur, VP of Product Management
Cloudforce Keynote Asks: How Are Enterprise Organizations Bridging the Social Divide?
Ann Sung Ruckstuhl, Senior Vice President and Chief Marketing Officer
Earlier this morning, I had the great pleasure of sitting in on the Cloudforce keynote from salesforce.com visionary and CEO Marc Benioff. I’ve attended a number of conferences, large and small, and have to admit this was one of the more well-thought-out and put-together keynotes I’ve seen, with inspiring messages, demos, and customer stories. Most interesting of all, it followed the theme of the conference “Welcome to the Social Enterprise” – by enabling the social enterprise firsthand and setting attendees up for a truly interactive event. From connecting the audience to an Activision customer through FaceTime and assisting him on the spot, to printing one attendee’s Twitter image through an HP printer on stage, we were shown the value of the Social Enterprise.
While each keynote speaker covered a number of topics on the evolution of the social enterprise, two thoughts in particular really stood out to me – bridging the social divide and transforming the way we handle customer service. Your customers are already active on social networks, such as Twitter, Facebook and YouTube. Is your company? With your customers and employees on one side of the social divide and your company on the other, Benioff asked “How does your enterprise bridge the social divide?”
This was of interest to me because here at LiveOps we’re answering that question every day through the LiveOps Platform and LiveOps Applications, more specifically, LiveOps Social. We’re helping enterprise organizations bridge the social divide and take customer service to the next level through our social-enabled cloud contact center. We want to make every organization a responsive social enterprise and arm them with the tools they need to communicate directly with their customers via the social media channels they love. The results of taking the extra step to go where your customers are? Increased brand loyalty, customer satisfaction, and customer lifetime revenue. That sounds like a good trade-off to us!
Check back on our blog later today for more on Cloudforce and our presentation on “Building a Social-Enabled Cloud Contact Center with LiveOps and salesforce.com.” We’re also live tweeting from the event and encourage you to follow along with us here: LiveOps on Twitter!
- Ann Ruckstuhl, SVP and Chief Marketing Officer