MUMBAI: With football craze gripping the Nation days before the start of the World Cup, LIV Sports, Sony’s online and mobile based VOD platform, anticipated a huge surge in Social communication and engagement from fans. Also, considering the LIVE streaming of the 2014 FIFA World Cup matches was a paid subscription service, LIV Sports decided to service queries from India’s mobile and social first users directly on their platforms. LIV Sports teamed up with Social IQ, a disruptive social media solution from TO THE NEW to set up The Social Command Center – a 24x7 social response solution. The team used social media as a customer support channel that helped in quick, transparent and efficient delivery of responses and updates to its users.
The Social Command Center that consisted of a well-defined service framework of people and processes along with proprietary social customer support software helped LIV Sports with a quick response time of 2 hours over the period of the World Cup; addressed nearly 1000 customer support queries from the users. Additionally, the Social Command Center helped LIV Sports identify query patterns with deep analytics, thus guiding the LIV Sports Product teams to enhance Product improvements and User experience real-time.
Launched in June this year, LIV Sports is the Official Mobile and Internet Broadcaster for the 2014 FIFA World Cup.
Mr. Nitesh Kripalani, Executive Vice-President – New Media, Business Development and Digital/Syndication at Sony Entertainment Network commented – “Social IQ’s Social Command Center and customer response platform definitely helped us build trust with our fans and followers; it also helped us reduce our support costs. Our goal that both Sony LIV and LIV Sports need to be where the consumers are, was further enhanced by the Social Command Centre’s ability to talk to our consumers on Social platforms.
The personal touch, quick turnaround response and transparency helped achieve our goal of being connected to digital users irrespective of where they are.”
LIV Sports successfully harnessed the power of social media beyond advertising to build brand awareness and become more relevant to the social and mobile first consumer.
“When we were building the software and service frameworks, we knew this would be very new for the Indian market. However, for brands who want to reach out to today’s social and mobile first customer, leveraging social media for customer support can be a key differentiator. The same got validated with our engagement with LIVSports and I believe it is just a matter of time when we will see many more brands having a Social Command Center established”, said Mr. Kesavan Kanchi Kandadai, Business Head, Social IQ and CEO, Tangerine Digital.
