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.