LiveOps Social™
Deliver Social Customer Service via Twitter
Any social media monitoring solution can tell you if there's a problem, but most don't empower your contact center agents to act. This means that customer complaints on Twitter can quickly turn into PR firestorms.
LiveOps Social makes it easy for you to manage, measure and respond to your customers in these channels with the same routing, quality control, efficiency and reporting that you demand for other channels such as voice, email and chat.
Features and Benefits
| Manage | |
| • | Real time social monitoring – Continuously monitor all posts by hashtag or keyword, as well as designated Twitter accounts |
| • | Automated queue – Queue messages by customer or content |
| • | Intelligent routing – Automatically route to the best available agent based on customer interaction data, agent skills and message content |
| Measure | |
| • | Interaction history – All customer interactions are tracked in a single record |
| • | Agent performance – Monitoring and tracking of individual agent performance. |
| • | Analytics and reporting – Integrated reporting of all customer and agent interactions across all channels in a single system |
| Respond | |
| • | Integrated multichannel desktop – Agents are able to tweet or post comments easily. |
| • | Schedule posts – Schedule comments or tweets from your contact center or automate messages |
| • | Channel pivot – Enable agents to pivot from Twitter to email, SMS or voice and back as they resolve complaints and post replies or updates to customers |
| • | Standardize responses – Use optional reply templates for efficiency and consistency. |
| • | QA checking – Managers are able to screen tweets by agents before they are posted. |
Contact LiveOps
(800) 411-4700 or (408) 844-2400
Submit a Web Form
WHITE PAPER
Industry analyst IDC discusses social media services trends in customer care outsourcing.
Download Now »
SOLUTION BRIEF | SOCIAL
LiveOps Social provides a social media interaction portal between agents and customers.
Download Now »
 “ LiveOps Platform is very important to us as it will revolutionize the council's customer care, whilst providing much-needed cost savings over the coming years.” |
| — Susan Law Chief Executive, Wokingham Borough Council More Customers » |
Facilitate Mobile Customer Interactions with LiveOps Social
Text messaging, or SMS, continues to grow in usage around the world. Customers are increasingly mobile as well as social, so they expect that enterprises are able to handle SMS messages. Outbound SMS is also a time saving and cost efficient way for companies to send reminders or updates to their customers.
Features and Benefits
| • | Fast provisioning – Easy to get started quickly |
| • | Outbound control – broadcast scheduling, throttling and acceptable business hours rules |
| • | Short codes – offer short codes to make customer responses easy |
| • | Intelligent routing – use keywords to route inbound SMS messages to the right agents |
| • | Long messages – support for messages longer than 160 characters |
| • | Automated responses – Templates aid standardization and quality control |
Contact LiveOps
(800) 411-4700 or (408) 844-2400
Submit a Web Form
WHITE PAPER
Industry analyst IDC discusses social media services trends in customer care outsourcing.
Download Now »
SOLUTION BRIEF | SOCIAL
LiveOps Social provides a social media interaction portal between agents and customers.
Download Now »
| “ LiveOps Platform is very important to us as it will revolutionize the council's customer care, whilst providing much-needed cost savings over the coming years.” |
| — Susan Law Chief Executive, Wokingham Borough Council More Customers » |
Contact LiveOps
(800) 411-4700 or (408) 844-2400
Submit a Web Form
WHITE PAPER
Industry analyst IDC discusses social media services trends in customer care outsourcing.
Download Now »
SOLUTION BRIEF | SOCIAL
LiveOps Social provides a social media interaction portal between agents and customers.
Download Now »
| “ LiveOps Platform is very important to us as it will revolutionize the council's customer care, whilst providing much-needed cost savings over the coming years.” |
| — Susan Law Chief Executive, Wokingham Borough Council More Customers » |
