LiveWorld Social Content Marketing Suite (SCMS)

Product Overview
LiveWorld SCMS is a powerful software platform designed to promote personalized engagement across social channels. LiveWorld believes it's possible, when done right, for brands to increase customer loyalty and improve customer satisfaction through content and conversations. The technology helps large companies leverage social media to engage their customers on a 1-to-1 basis. Thanks to a highly configurable collaborative framework, case management, escalation workflows, and SLA automations, our conversation management software empowers brands and enterprises to handle the volume and complexity of social media inquiries, and effectively use social media for customer service.

• Intelligently detect conversation by keyword, themes, sentiment, language, content type, and customer category or segment.
• Simplify social listening by mapping content streams to your preferred organization’s structure – brands, regions, stores, or business units.
• Automatically route issues and requests to specific teams and departments.
• Transition 1-on-1 conversations seamlessly from public to private to maximize resolution efficiency.
• Personalize responses and solve cases faster by knowing who you are talking to and what matters to them
• Comprehensive customer profiles, conversation history and social activity.
• Resolves problems using a case management framework with tickets, response database, tagging, approval workflows, and full audit trail.
• Optimize teams’ collaboration with agent collision avoidance and time-saving functionality such as case views, business rules, and instant notifications.
• Conversation-centric moderation and engagement console.
• Scaled human review and action that’s enabled by software.
• Performance analytics to manage issue resolution and closure.
• Integration with existing systems (CRM, Help Desk, etc.)
• Complete security, audit history, and conversation archive.
• Designed for team collaboration.
• Complete security, audit history, and conversation archive.

LiveWorld leveraged nearly 20 years of experience building social media and online community platforms to create this next generation social media software that is designed for both speed and scale. Our software applies a proven customer service framework to social media and automates many of the time-consuming manual activities that are required to effectively engage with customers, and provide better social customer service. Teams that use our software to engage with their customers develop stronger relationships by spending more time delivering more personalized, human 1-on-1 interactions that today’s social media savvy customers demand.