Category: Customer Service

Instagram for Customer Service, Marketing and Business

Instagram social customer service LiveWorld
Bruce Dembecki post by: Bruce Dembecki

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
Jason Kapler post by: Jason Kapler

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 […]

Chatbots Elevate Customer Service Agents to More Strategic Roles

Bot helping customer service - LiveWorld
Jason Kapler post by: Jason Kapler

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 […]

Your chatbot lacks empathy, and that’s a problem

Chatbot fail
Jason Kapler post by: Jason Kapler

This article was previously published in VentureBeat on June 27, 2017 by Jason Kapler. Technology is rapidly changing the customer service arena. Over the past few years, automated phone calls, social media, live chat, and instant messaging customer service strategies have become common place. Some even speculate that chatbots and other automation may eventually replace […]

The Role of Chatbots and Automation in Customer Service

chatbots in customer service - LiveWorld
Jason Kapler post by: Jason Kapler

This article was previously published in Loyalty360 on July 5, 2017 by Jason Kapler. We live in an on-demand, 24/7 world. Customer service expectations have never been higher. When issues or questions arise, the acceptable speed of response is becoming shorter. Companies slow to answer risk jeopardizing customer loyalty. In a recent study, 53% of […]

Using Facebook Messenger for Customer Experience

LiveWorld Facebook Messenger chat group
Gregg Turek post by: Gregg Turek

Using Facebook Messenger for Customer Service Every B2C company is faced with the same challenge: how do you engage with your customers when they are a moving target? Gone are the days of mass advertising and broadcast marketing techniques. Customers are smarter and more mobile than they were even five years ago. They don’t want […]