Almost all brands have a social connection associated with their original website. It is easier for customers to connect through social applications, such as Facebook, Twitter, etc.
A lot of the brands get questions on these social accounts that have been linked to their help desk. When the page receives any comments or queries of the social account, the Facebook page generates a ticket which gets automatically sent to the help desk of the company. From there, the agents can respond to the messages and help their customers, which will come in the form of comments on the Facebook page.
Learn more about Facebook integration in LiveAgent.
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