Livefyre Shows How To Do Social Monitoring and Customer Service Correctly

Livefyre

If you have ever heard anyone talk about social media marketing, you most likely have been told about how important it is to monitor your brand and engage with your audience. People have always discussed brands online and offline but now we have the technology to track all of these conversations and somewhat contain them…this is why the social media boom has been such a huge deal. Whether a customer says a nice comment about your company or product, or a bad one, you now have the opportunity to respond to this in the correct manner and take control of the situation. The overall concept is pretty neat – you have the power to control what people think of your brand (I have already wrote about why social media monitoring is important for businesses on the Creative Intellects blog).

About a month and half ago, I was trying to figure out which commenting system was the better choice, Disqus of Livefyre. I had tweeted the question and also posted it on LinkedIn Answers, but unfortunately people seemed to be split down the middle about which option is the best choice. They both have similar features and do a good job helping to increase blog interaction, and this is why I was confused about which to use. Can you tell which one I ended up picking? ;)

I still have no idea which one is better and what the real difference is between the two but I picked Livefyre because they were able to “convince” me.

Right away, on LinkedIn and Twitter, I received replies from Livefyre representatives giving me a quick briefing about the benefits of their product and why it is a great commenting tool to use. Notice how both ended by letting me know that I could reach out to them with any questions that I may have had? They approached me in a welcoming way yet were still able to push their main point across…use our product.

Like I said, I still do not know which commenting system is better but I picked Livefyre because they made the effort to help me figure it out. This type of social monitoring can not only help you find potential customers that have questions, but will allow you to find out the pros and cons of your company and products as well as initiate customer service right away if a customer has had a bad experience.

It is amazing how a simple response can change the mind of a potential customer. I think I may have actually gone with Disqus had it not been for the great customer service by the Livefyre crew. With that being said, have you had any good or bad experiences with social customer service? And how has it changed your way of thought?

13 comments
randell9
randell9

I learned to love commenting because of livefyre.

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Andres James
Andres James

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London SEO Expert
London SEO Expert

I do agree that a simple response can change the mind of a potential customer. Good and quality customer service really matter. Interesting blog!

seo4
seo4

Hi, I do think this is a great website. I stumbledupon it ;) I may come back once again since I book marked it

dude18
dude18

are you still confused about which is best ?

bsnl tenders
bsnl tenders

Your site is quite interesting and very well written. I like the way it is organized and presented. Very concise and articulate.

ryanvalentin
ryanvalentin

Hi Anand,

My name is Ryan and I work at Disqus. I just wanted to reach out and apologize if we weren't there to help you initially -- we believe everyone should be heard. If you have a few moments I'd appreciate a couple minutes of your time to better understand your choice, and let us know what goals you have with your site. This helps us immensely when developing new features.

Feel free to send me an email at ryan@disqus.com

Happy holidays!

Dhara Mistry
Dhara Mistry moderator

Hey Anand, we appreciate your kind words here. Thanks for taking the time to write this article about us. We're excited to have you on board! Please don't hesitate to reach out if you ever need anything from us. We'll be happy to help in any way we can! Welcome to Livefyre :)

anandp29
anandp29 moderator

@ryanvalentin Hey Ryan, the post was meant as no disrespect to Disqus. Like I mentioned, I really do not fully understand the difference. Both look like solid options to me but the initial contact is what persuaded me to choose Livefyre.

anandp29
anandp29 moderator

@Dhara Mistry You're very welcome! Once again you and your team have proven that you do a great job with monitoring and responding...keep up the great work!

ryanvalentin
ryanvalentin

@anandp29 No disrespect taken! We were more interested in opening a dialogue so you know that we're listening for feedback and that you can talk to us anytime.