What Happened
LiveWorld, a social media software provider, released a product earlier this week to help brands better manage the various streams of conversations across social and messaging platforms in real time. The self-service, cloud-based platform combines social media scanning with case management and a CRM system to allow social managers to stay on top of all social chatter. The platform currently supports Facebook, Twitter, Instagram, Google+, YouTube, as well as one messaging app, Facebook Messenger. The company says support for more messaging apps such as WeChat and Snapchat is coming soon.
What Brands Need To Do
As messaging apps start to open up to brands, an increasing number of brand-consumer interactions are moving from social media to messaging platforms. Therefore, it is only natural for brands to start deploying the right tools to manage their conversations with customers in messaging apps and improve their customer support.
For more information on how brands can effectively reach consumers on messaging apps and other conversational platforms, we recommend reading the Conversational Interfaces section in our Outlook 2016 and our latest Fast Forward analysis on chat bots.
Source: Marketing Land
