LiveWorld Brings Online Customer Support to Brands’ Facebook Pages
LiveWorld’s Facebook Ask & Answer 2.0 helps brands increase customer satisfaction & lower support costs
SAN JOSE, Calif., NEW YORK & LONDON — July 7, 2010 — LiveWorld’s (OTC Pink Sheets: LVWD.PK) Facebook Ask & Answer 2.0 lets customers quickly find answers to questions about a brand’s products right on the page they’re already on – the brand’s Facebook Fan page. The application, available today, is specifically designed to leverage customers’ growing use of Facebook to increase customer satisfaction and lower support costs for the brand.
Based on LiveWorld’s 27 years of developing and managing online community support solutions for Fortune 500 brands, Ask & Answer has features, language and taxonomy specially optimized for customer care. It offers Ask A Question, Get An Answer language and search structure, which encourages customers to answer each others questions and participate in the brand’s community. It showcases user content by featuring customers’ top questions and answers, and recognizes the top contributors. Widgets include a unique dynamic featured question widget and featured users, and more. Ask & Answer can be localized into dozens of languages.
“It’s no secret that customer support via online community has tremendous, almost immediate ROI,” said Peter Friedman, LiveWorld’s Chairman and CEO (@peterfriedman). “Not only is it 5x-10x more cost effective than phone support, but it increases customer satisfaction and lays the foundation for more loyal customer relationships.”
LiveWorld’s Ask & Answer is already in use on brands’ own websites. A major global company says that by using Ask & Answer, their customers’ questions are answered in under 30 minutes compared to 3 days via email. Further, the company says 91% of questions are answered by other customers. The result: better answers, faster and a cost savings of millions of dollars per year. LiveWorld is now bringing this capability to brands’ Facebook pages as well, where their customers are increasingly present.
Seamless Facebook Integration: Version 2.0 resides on a brand’s apps tab and features including direct linking to the user’s Facebook profile, publishing a user’s posts to the brand’s wall and publishing of the user’s posts to his or her Facebook Activity Feed which in turn spreads out to the user’s friends, with links back to the brand’s page. The page can be presented in the brand’s graphical look and feel or native Facebook look.
Power Moderation: Facebook Ask & Answer includes LiveWorld’s high speed moderation tools enabling the brand to manage the page and present a clean well lighted place for users. These tools filter language and then enable moderators to review, approve and reject user content at high speed, with specialized management tools, process flow and reporting. Content can be pre-screened or reviewed after posting. Troublesome users can be blocked and the system includes anti-spamming features. Moderation Services are available from LiveWorld’s best-in-class trained moderation team, or the brand itself can use the tools to moderate. Moderation services for Facebook are available in 70 country/language combinations.
In-depth Reporting: Facebook Ask & Answer includes data warehouse metrics well beyond basic Facebook reports.
With Facebook Ask & Answer, LiveWorld is now offering brands three powerful Facebook applications intended to allow companies to easily and seamlessly integrate their marketing programs with Facebook. The company recently introduced second-generation versions of its Facebook Forums and Facebook Idea Power. All three Facebook applications are supported by the company’s industry-leading moderation on Facebook.
For more information and a video demo, visit LiveWorld Screencasts
About LiveWorld
LiveWorld is the social network marketing company for those who want to acquire, engage and build relationships with customers through social networking and online community. With unmatched experience, we built our reputation by helping Fortune 1000 companies create, manage and moderate welcoming and engaged communities — whether on their own sites, on Facebook or anywhere online. Our skilled moderators protect your image and keep it friendly and on-topic in 70 country-languages combinations. From strategic consulting to day-to-day community relations management and moderation to innovative platforms, LiveWorld keeps your company social and safe on the web. For more information, go to www.liveworld.com. (OTC Pink Sheets: LVWD.PK).
LiveWorld is headquartered in San Jose, California with additional offices in New York City and London. For further information contact our sales team at sales@liveworld.com or visit www.liveworld.com.
LiveWorld Contacts
PR Contacts: Krause Taylor Associates, Barbara Krause barbara@krause-taylor.com 1 (408) 981.2429 (cell)
Sales Contact: Jason Liebowtiz, VP, Sales Jason@liveworld.com 1 (347) 276.2644
IR Contact: David Houston: LiveWorld dhouston@liveworld.com 1 (408) 615.8496
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