Author: Matthew Hammer

Five Questions with LiveWorld’s Creative Director, Jena Dengrove

Jena Dengrove
Matthew Hammer post by: Matthew Hammer

Meet Jena Dengrove, Creative Director here at LiveWorld. What makes awesome, memorable creative for pharma? In any genre of creative, identifying what an audience needs and what resonates with them, results in the potential to reach them in a meaningful way. That ability to authentically connect with someone becomes incredibly motivating as a creative person. […]

Does Your Social Media Strategy need a Reboot?

Social Media Strategy Workbook - LiveWorld
Matthew Hammer post by: Matthew Hammer

Quarterly reviews are recommended for Pharma Marketers Social media is an incredibly powerful way to connect with your customers, learn more about them, and engage in conversations that become brand experiences that can drive product awareness, increase transactions, and boost loyalty. In fact a 2018 study by Nielsen confirms that social media is ranked as […]

Instagram for Customer Service, Marketing and Business

Instagram social customer service LiveWorld
Matthew Hammer post by: Matthew Hammer

Now you can leverage Instagram for Customer Service Social media is nothing new for organizations wanting to engage with customers for sales, marketing and customer service, but until recently, Instagram was limited in its capacity. It’s inability to scale left it out of the mix. With Instagram’s API update, organizations have a new channel they […]

Is Messaging The Best Channel for Customer Service?

Customer Service Messaging - LiveWorld
Matthew Hammer post by: Matthew Hammer

In today’s on-demand world, customers expect to reach customer service almost instantly. Traditional digital channels like web and email no longer provide the experience customers accept. Looking for a sure-fire way to gain the competitive edge? Be there when your customers want you. 41% of companies ignore customer service emails. – Customer Service Benchmark Report 86% of […]

The Key to Conquering Automation in Customer Service

customer service automation - LiveWorld
Matthew Hammer post by: Matthew Hammer

This article was previously published in Smart Customer Service on September 12, 2017. The proliferation of social networks, rapid growth and adoption of messaging apps, in addition to web chat and SMS, can be challenging for brands that want to engage with customers and provide rapid responses. To put it simply, keeping on top of […]

Facebook Comment Moderation with LiveWorld Software

Facebook Comments Social Plugin- LiveWorld
Matthew Hammer post by: Matthew Hammer

Moderate Facebook Comments and Enhance User Engagement To allow comments or not to allow comments? Organizations in virtually every industry grapple with this question. Brands crave customer engagement, but active consumer involvement can be a double-edge sword. For every helpful or inquisitive comment, there are likely an equal amount of spiteful, rude and even inappropriate […]

Influencer Marketing on Facebook May Have Changed – Only to Get Even Stronger

Influencer Marketing Follow
Matthew Hammer post by: Matthew Hammer

11Facebook just added new capabilities for brands to boost posts by influencers and some see this as the beginning of the end of influencer marketing as we know it. At LiveWorld, we disagree. To recap, Facebook announced capabilities that help marketers amplify branded content and control their campaigns with creators. It’s now easier for brands […]

Chatbots Elevate Customer Service Agents to More Strategic Roles

Bot helping customer service - LiveWorld
Matthew Hammer post by: Matthew Hammer

This article was previously published in Customer on August 7, 2017 by Jason Kapler. Customer service teams are in pursuit of better, cheaper, and faster ways to connect and converse with their customers. And the previously “alternate” customer-to-brand methods like messaging apps and social options have become mainstream. Facebook offers a platform for businesses to deliver […]

Need a Process to Capture Adverse Events in Social Media? Start here.

Adverse Events Process
Matthew Hammer post by: Matthew Hammer

Setup software and Human Agents to search for adverse events To reduce regulatory risk, it’s vital that all pharmaceutical companies have an established process to capture adverse events in social media, and report on and escalate adverse events in social media, messaging and chatbots too for your FDA compliance. Your adverse events process should include both […]