GOCare and LiveOak Fiber Partner for Digital Customer Engagement

Today, broadband service has become highly commoditized. Marketing claims about technology and speed have become oft-bothersome noise to consumers, who are increasingly looking for an easy and well-integrated customer experience that includes all digital channels.

SaaS digital experience solutions provider GOCare recently announced a partnership with LiveOak Fiber. The collaboration aims to revolutionize digital customer engagement for LiveOak subscribers and includes an omnichannel digital engagement strategy that bolsters flexibility to interact with LiveOak for both existing customers and prospective customers.

Under the terms of the agreement, LiveOak will deploy GOCare Messenger and GOCare Connect services to engage customers over digital channels. LiveOak is making a significant investment in their customer experience with the deployment of the GOCare platform in an effort to make it easier for customers to do business. LiveOak is deploying brand new high-speed fiber optic networks and will support that investment with world-class customer service personnel and technology. GOCare will deploy their platform software with full integration into LiveOak's billing system from Sonar Software as well as enable visibility to the customer network equipment from Calix, and marketing information from HubSpot.

"LiveOak is deploying the latest technology and the fastest Internet speeds available today," stated Shane Schilling, Chief Operating Officer, LiveOak Fiber. "More important than technology, however, is LiveOak's objective to be easy to do business with. We aim to deliver a superior product at a competitive price, while offering a customer experience second to none. GOCare's digital experience platform will be integrated into LiveOak's billing and operating systems.”

Mike Roddy, CEO of GOCare, noted in the announcement that being easy to do business with starts with consumer preference for digital communications channels that deliver faster resolution, with a live agent and not a machine.

“Consumer preference has shifted away from phone calls and the friction of 'press 1 and wait on hold' that is ubiquitous in the legacy broadband world. LiveOak will stand out in a crowded field of service providers upon GOCare's deployment,” said Roddy.