Social Media Management Product
Enables brands to interact with consumers over email and social media platforms through the LiveEngage messaging product.
Six tabs, one customer.
A care agent answered the same customer in six places — email, tweets, DMs, posts, chats, texts — each in its own dashboard. Every channel meant another tool to learn and another window to check.
A complaint starts in public and has to finish in private.
Someone tweets. The reply has to move to a DM, keep the thread intact, and stay on brand. No tool handled that handoff — so I built the conversation surface around it, public and private in one transcript.
So every channel became one conversation.
Rather than a seventh dashboard, SocialConnect folded the channels into the messaging product agents already had open. One transcript, whoever the customer is and wherever they turned up.
Brands connect their own accounts, route each one to a team, and load the phrases and media their agents reply with. Onboarding used to go through us; now it doesn't.
Self-service: connect, assign, and manage social accounts
Where it goes next — SocialConnect woven through the rest of LiveEngage.
Impact
Average Agent Response Time (ARTA)
Dropped by 18%
First Contact Resolution (FCR)
Increased by 12%
Meaningful Automated Conversation Score (MACS)
Improved by 15%
Overall Customer Satisfaction (CSAT)
4.5‑point lift
The Team
- 1 Lead Product Designer
- Platform product partners
- Engineering across 3 teams
Timing
2019–2020
SocialConnect design & vision
Tools Used
Figma
Miro
Jira
Up next — Care.com
