SocialConnect and EmailConnect: A Unified Management Platform for Brands

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LivePerson, a global leader in conversational commerce solutions, introduces SocialConnect and EmailConnect, integrating social media and email into its market-leading LiveEngage platform. This will offer brands the ability to easily manage customer conversations regardless of the channels in which they occur – all in one place.

Through SocialConnect and EmailConnect, brands can now manage the enormous volume of emails, social mentions, and direct messages they receive, all within the same conversational platform they use to manage messaging channels like Apple Business Chat, WhatsApp, SMS, Facebook Messenger, and more. This eliminates the costs and inefficiencies of using multiple services and dashboards to manage individual channels.

SocialConnect currently supports public and private Twitter and Facebook conversations and will soon support those on Instagram, Reddit, YouTube, LinkedIn, and Google My Business.

The integration of social media and email into the market-leading LiveEngage conversational platform helps brands achieve their business objectives:

• Unify customer care operations to improve agent efficiency, reduce training and agency costs, and ensure consistent analytics and measurements.
• Reduce social media noise to identify and respond to critical brand mentions.
• Create new opportunities to increase consumer engagement and conversions across preferred messaging channels.
• Enable access to LivePerson‘s artificial intelligence and intent-based tools for personalization, conversation routing, and recommended content.

Unlike traditional email and social media management systems, SocialConnect and EmailConnect allow brands to offer customers the ability to switch from an email conversation to a messaging one, or from a tweet to a direct message, with a single click. These preferred channels provide customers with a better experience and superior results for brands. For example, according to Gartner research, SMS messaging outperforms email in open rates (20% for email versus 98% for SMS) and response rates (6% for email versus 45% for SMS).