Logistics

Solution: Moderation & Engagement

Social customer service in the era of real-time

This international logistics company covers every U.S. street address and services more than 220 countries and territories. With such a global footprint, the company requires 24/7 coverage of its social properties. It knows that customer service issues expressed on social media need to be responded to or escalated quickly. Because of LiveWorld’s ability to organize and prioritize customer conversations in social media, this company ensures its customers have a more positive customer experience.

Challenge

Maintaining 24/7 coverage of social media is challenging for a company with a huge global footprint. Not only does the company receive a lot of social media activity from their customers on Facebook and Twitter, but the company also seeks to interact with them 1-on-1. In order to do this, the company first needs to create an environment online that’s consistent with the standards of the brand and efficiently responds to customers. Internal community mangers and social media marketers were drowning using social media marketing suites to handle the large volume of conversations. The impact was negatively affecting the customer’s experience and customer service standards were compromised.

Solution

LiveWorld put together a two-part solution to raise the quality of the social customer experience and deliver remarkable customer service. First, LiveWorld Moderation Services, a solution that blends humans and software to review all user-generated content, was implemented to alleviate the internal team form reviewing every post. This allowed that team to focus on escalation and engagement, or having more customer conversations and routing the customers to the right person. LiveWorld also stepped in with Engagement Services that allowed the brand to respond only to the most urgent and important customer issues. Where applicable, LiveWorld agents were used to interact with customers 1-on-1 with pre-approved comments. Agents used LiveWorld software for it’s escalation workflows, and ability to route customer conversations to the right teams.

Results

By partnering with LiveWorld, this global provider of logistical services is able to offer customers more responsive customer service and a real-time brand presence in social media that was more consistent with the standards of performance the company created with their customers. The result: an online social customer experience that acts as a continuation of the brand. Now, with peace of mind that the brand’s customers are receiving the customer service they expect and deserve the company is receiving greater brand appreciation and customer satisfaction metrics.

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