LiveOps, a provider of cloud contact center and customer service solutions, today announced that LiveOps Social with new Facebook channel integration is now available on the LiveOps Platform.
"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 of LiveOps, in a statement. "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 centers 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.
LiveOps Social provides a single, concise record of the customer's complete interaction history in the agent's 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 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.