SAN JOSE, Calif.--(BUSINESS WIRE)--LiveWorld, Inc. (OTC Markets: LVWD), the social customer experience company, announced today a new end-to-end Facebook Messenger program for brands eager to enhance engagement and interaction on this emerging platform. LiveWorld is the first company to release a comprehensive Messenger solution that offers program strategy development, enterprise conversation management software, chatbot development and integration with human agents. LiveWorld also offers services to monitor and engage customers 24 hours per day.
LiveWorld’s technology equips brands with the ability to provide personalized interactions with customers at scale and in real time across Messenger and social media channels. With an emphasis on high-quality engagement, brand interactions can be integrated with existing CRM and Help Desk applications, providing customer service agents access to insights from every chatbot and human agent conversation.
"Messaging apps enable companies to instantly connect with customers, providing better real-time experience and service,” said Peter Friedman, Chairman and CEO, LiveWorld. “Our turnkey yet modular software and services combination empowers brands to go to market quickly with great results."
Enterprise Conversation Management Platform
LiveWorld enables companies to provide custom, personalized customer experiences through Messenger conversations. Brands have the flexibility to combine domain-specific chatbot responses with the empathy and full contextual understanding of human agents. The platform supports a high volume of conversations across multiple accounts and social media networks in one easy-to-use workflow. The platform provides full conversation management of inquiries, prioritization, distribution, escalation, and resolution. LiveWorld simplifies real-time customer engagement and optimizes each interaction on Messenger and other messaging apps to better recognize sales opportunities, achieve brand loyalty, and resolve service issues.
Chatbot Planning, Management and Integration
For brands that aspire to scale engagement and rapidly respond to customer purchase inquiries or service issues, LiveWorld also provides strategic chatbot development planning and program management. LiveWorld’s open API and support enables easy integration of brand or third-party chatbots with full conversation management. Further, integration with CRM and help desk applications gives brands instant access to customer profiles and conversation histories, allowing them to provide personalized experiences in real time.
Messenger Program Strategy, Management and Optimization
LiveWorld’s deep bench of social marketing strategists, conversation specialists, chatbot experts, and social data analysts offer unparalleled Messenger marketing and customer service program planning. With over two decades of social media experience and advanced messaging app and chatbot expertise, LiveWorld is uniquely positioned to deliver conversation-centric engagement strategies, with integrated content planning, analysis, and measurement.
Messenger Engagement and Moderation Services
LiveWorld’s human agent services offer 24/7 global coverage of social media and messaging app content moderation, response, and proactive engagement. With more than 70 country/language combinations, LiveWorld U.S. based agents can augment existing brand agent teams or provide a complete outsourced solution. This team delivers quality and scale through specialized processes and enterprise software designed to quickly handle large volumes of instant messages in the moments that shape customer perceptions.
“Our solution leverages Messenger to rapidly respond to consumers with two-way collaboration between live human agents and chatbots,” said Frank Chevallier, LiveWorld Vice President of Software Products. “The platform directly engages across social media and messaging channels, creating better real-time customer experiences. ”
At LiveWorld, we provide conversation management software, consulting, and online agent workforce services. These empower companies to manage conversations in messaging apps and social media to develop deeper relationships with customers. We specialize in handling the speed and scale requirements of brands to engage customers 1-on-1 in real time and deliver personalized interactions with a human touch. Our conversation-centric software is designed to track and manage dialogue, engage customers, and integrate chatbots and human agents with enterprise systems. Companies are able to quickly solve the scale, security, automation, and multi-social channel challenges associated with marketing and customer service programs. LiveWorld services include strategy, campaign management, content moderation, engagement, customer service, and social analytics. Our team of marketing strategists, conversation specialists, chatbot experts, social data analysts, online agents, and software developers collaborate to deliver marketing and customer service solutions that seamlessly integrate software and human teams. LiveWorld clients include the number one brands in consumer packaged goods, retail, pharmaceutical, and financial-travel services. LiveWorld is headquartered in San Jose, California, with an additional office in New York City. Learn more at http://www.liveworld.com and @LiveWorld.