Before you start reading this blogpost, it’s absolutely necessary that you know how LiveAgent brand monitoring works. I described that in my previous post – How to seek out complaints and monitor your brand.
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Now that you know that LiveAgent can connect with your Facebook and Twitter profiles and track your brand mentions I will show you how you can use this feature to find new business opportunities and increase your revenue.
I’ll continue with the previously used example - a company named Helicompany. Helicompany manufactures small helicopters for personal use and is based in Canada. In addition to email and live chat support, they also provide customer service on their Twitter page. They know that LiveAgent can track custom keyword mentions so they set it up to track keywords that contain their brandname, “helico” and “helicompany”.
You don’t necessarily have to only monitor your brand. You can also setup monitoring for keywords which are related to your business, react, and spread the word about your company to the public. For example Helicompany could setup monitoring for following keywords: helicopter Canada, helicopter purchase, helicopter, helicopter retail …
Their sales agents would be able to capture communication related to their business and have direct connection to possible new buyers.
The keyword "helicopter retailer" is tracked and your customer support agents can reply to it directly within LiveAgent.
A new business opportunity is born!
I hope this helped and gave you inspiration on how to use LiveAgent for other purposes besides customer support.
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