LiveOps Social™

Listen and engage with today’s social and mobile customers

The social customer is a radically new breed of consumer. They post online in e-review sites, in public forums, on blogs, on Facebook and Twitter. LiveOps Social provides a quick, easy and efficient way for you to bridge your contact center to your customers via social media and other mobile channels. You can be assured that you are engaging with customers in whatever contact channel they choose, with the capability to route these interactions to the right agent every time.

Listen. Learn. Reply. Act.

Any social media monitoring solution can tell you if there’s a problem -- or a real-time opportunity -- but most don’t empower your contact center agents to act. 

Without prompt resolution from your company, Facebook posts and tweets can quickly turn into a PR nightmare. On the flip side, customer praise and questions go unanswered...in front of a worldwide audience. The need to respond to your customers on social channels is clear. According to American Express, 83% of customers who used social media for customer service have walked away from a company because of a poor experience, while those who had a great service experience would spend 21% more with that company. 

LiveOps Social makes it just as easy for you to manage, measure and respond to customers in social channels, or pivot to a more private channel like phone, chat or email if needed. You get the same routing, quality control, efficiency and reporting -- truly enabling your agents with an end-to-end social customer service solution.

Features & Benefits

Manage

Real-time social monitoring

Continuously monitor all posts by hashtag or keyword, as well as designated Twitter and Facebook accounts.

Intelligent routing

Automatically route to the best available agent, based on customer interaction data, agent skills and message content. 

Automated queue

Prioritize messages by customer or 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 or Facebook 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