LiveWorld, a social customer experience company, has expanded its conversation management software to major messaging platforms worldwide, including WeChat, Telegram, and web chat, now enabling companies to connect with consumers on preferred digital communication channels. LiveWorld already supported Facebook Messenger and most major social media platforms.
With user profiles linked between communication channels, the software helps companies understand customers based on previous engagements, behaviors, and preferences. The software imports and supports its features through the LiveWorld interface, facilitating conversations in one place.
"With consumers spending a greater share of time in messaging apps than social media, brands are expanding to private one-on-one conversations," said Peter Friedman, chairman and CEO of LiveWorld, in a statement. "Our single software application effectively streamlines communications between brands and consumers in one continuous conversation while gaining customer insights."
LiveWorld scales customer management via the bi-directional integration of chatbots with human agents. The platform personalizes interactions with the ability to identify, track, archive, and understand customer behaviorss. Full contextual conversation data customizes the experience across social media and messaging apps.
"Our software offers smooth in-channel conversation switching to provide greater customer intelligence, personalizing engagements across the channels," said Frank Chevallier, LiveWorld's vice president of software products, in a statement. "Our platform minimizes the issue of channel-hopping for brands while gaining customer intelligence for tailored messaging."
LiveWorld also enables the bi-directional management of any conversation. Currently available in multiple social media and messaging channels, including Facebook, Twitter, Instagram, YouTube, LinkedIn, Google+, Facebook Messenger, Twitter DM, WeChat, Telegram, and web chat, LiveWorld will continue its expansion across more messaging platforms throughout the year.