LivePerson Inc. has introduced two new products designed to help brands manage customer conversations across channels in one place.
The new services, EmailConnect and SocialConnect, have been launched in the firm’s LiveEngage platform.
This allows brands to manage emails, social mentions and direct mentions in the platform they use to run such messaging channels as Apple Business Chat, WhatsApp, SMS and Facebook Messenger.
Firms can use the tools to bring “social and email into the cutting-edge world of conversational commerce," states Alex Spinelli, CTO of LivePerson.
Users of EmailConnect and SocialConnect can offer customers the chance to switch from an email thread to a messaging conversation.
In addition, the solutions can help brands improve customer care operations and agent efficiency.
They also allow users to cut through social media to discern and respond to critical mentions of the brand.
Spinelli adds that the new solutions allow firms to cut out “additional systems to deploy, learn, and manage."
LivePerson cites Gartner research showing that SMS pulls an average open rate of 98% compared with 20% for email, and a response rate of 45%, versus 6% for email.
The company provides conversational services to such brands as HSBC, Orange, GM Financial, and The Home Depot.