care on social media
Supporting customers has gotten more complex with the increase in social posts, tweets, DMs and hashtags aimed toward your brand. Now you can manage social interactions through LiveEngage, the same AI-powered messaging platform used by the world’s leading brands to deliver a higher standard of customer care at scale.
Cut through the noise
70% of social posts are noise and don’t warrant a response. SocialConnect makes it easy to prioritize, optimize and scale your social media care. LiveEngage’s AI capabilities use real-time intent recognition to recommend content for responses and route messages to the right agent or bot to provide a better customer experience, reduce response time and monetize social interactions. Agents can prioritize high-value interactions based on a customer’s social footprint and invite them to engage with your brand in a private message outside the public arena – creating a thoughtful and personalized conversation that increases brand loyalty, retention and sales.
Twitter is the leading social network for customer care. With 321M active users, public comments and mentions on the platform impact how users feel about your brand. Research shows that brand-to-consumer responses to tweets influence customer enthusiasm to spend with your business in the future and recommend your brand to others. SocialConnect ensures you never miss an important tweet or DM to deliver the best possible customer experience.
The sheer volume of Facebook’s 2.1B active users make the network your biggest opportunity to monetize social interactions. Almost half of consumers say that of all the social networks, Facebook has the greatest impact on their purchasing behavior. An average of 15% of marketing budgets are spent to reach consumers on social media, and Facebook accounts for the majority of that spend. Missing or mishandling a public post or private message from a customer can be costly.
The world’s most popular social media platforms
We are committed to creating simple and seamless social media management experiences for all of our customers, on as many platforms as possible. Our experts are working around the clock to integrate the most popular social media platforms into LiveEngage, with Instagram arriving in early 2020.