San Jose, CA & New York, NY – April 19, 2016 – LiveWorld, Inc. (OTC Markets: LVWD), announced its next-generation SaaS platform is now available for brands to manage customer conversations across social media and messaging apps — in real time — for customer service and engagement.
As the world of social media expands to the age of messaging, brands are challenged now more than ever to be conversation-centric to engage customers. By combining the power of social technologies, case management, and live human support into a single application, LiveWorld is helping “customer-obsessed” brands deliver conversational engagement at scale with a personal touch.
“Leading brands in the 21st century can now leverage personal conversations in social platforms to deliver great customer experiences,” said Peter Friedman, Chairman and CEO of LiveWorld. “We are empowering companies to build relationships, solve problems, and drive sales through conversation management.”
The new software combines analytics, elastic search, natural language processing, and sentiment for smart conversation detection, which can be configured to specific business structures (stores, regions, brands, products). Conversations are processed through a case management framework, which is optimized for social media and messaging apps, thus enabling rapid response, quicker resolution, and higher customer satisfaction. With an intuitive, easy–to-use interface, the product is designed to provide agents with richer customer knowledge, offering customer profiles, conversation histories, and CRM platform integration. Brands can now deliver human-to-human interactions with compassion and intelligence.
“Conquering conversational management requires solving scale and speed issues, while also empowering agents to be more knowledgeable in their interactions,” said Frank Chevallier, LiveWorld Vice President of Products. “This software enables brands to make informed decisions about when, where, and how to engage customers, and then operationalize those conversations across organizations and internal systems.”
LiveWorld goes beyond current social software by providing the ability to:
· Seamlessly transition conversations from public to private on Facebook and Twitter
· Support Facebook Messenger for conversations between customer and brand
· Identify and prioritize customer service inquiries and loyalty marketing opportunities
· Blend public social data with customer information to create a more robust profile
· Notify teams of new conversations, encouraging prompt replies and enforcing SLAs
· Enhance social data and discover insights through human and automated tagging
· Leverage conversations across the enterprise by integrating with CRM & help desk applications
The new LiveWorld software is currently deployed at multiple Fortune 100 companies including top brands in retail, CPG, pharma, and travel & financial services, and is commercially available today. For more information visit www.liveworld.com, watch the teaser video, and to schedule a demo contact us at hello@liveworld.com.
About LiveWorld
LiveWorld is a software and services company that enables brands to enhance the customer experience in social media. Our solutions empower the largest brands in the world, allowing them to develop deeper relationships with their customers in the areas of marketing, customer service, and insights. LiveWorld clients foster social media environments that are natural continuations of the experiences customers have with brands—and with each other—in the real world.
LiveWorld uses the power of content and conversation to help companies achieve business goals, measureable through marketing and operational KPIs. Our services include strategy, campaign management, content moderation, customer engagement, customer service, and social analytics. Our software has been designed to empower human beings to be more effective and allow companies to efficiently address the demands of social at global scale. LiveWorld clients include the #1 brands in consumer packaged goods, retail, pharmaceutical, and travel & financial services. LiveWorld is headquartered in San Jose, California, with offices in New York City and Austin. Learn more at www.liveworld.com and @LiveWorld.
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