What is a Facebook ticketing?
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.
Frequently asked questions
How does Facebook ticketing work?
If the customer can connect to the brand via Facebook, the system should be able to create tickets directly from Facebook. This works so that the page that receives comments or inquiries from the social media, the Facebook page generates a ticket that is automatically sent to customer service. Agents can then reply to messages and comments on the Facebook page directly from their system.
How to use Facebook ticketing for customer satisfaction?
Ticketing from Facebook can have a big impact on customer satisfaction. Thanks to automatic notifications about new comments, posts or messages, you have the chance to respond instantly on social media. Then you don't need to add special moderators to the customer service team, because agents have all inquiries in one place and do not have to switch between channels. In addition, replies to comments are also seen by friends of specific customers, which also helps build their awareness.
Does LiveAgent offer Facebook ticketing?
LiveAgent offers ticketing from Facebook thanks to full system integration. If your company has multiple sites, LiveAgent allows you to monitor multiple sites. In addition to replying to messages, posts and comments, you can archive conversations with customers in tickets, agents do not mess with their private lives and display notifications on their Facebook profiles. In addition to this, you can also integrate the system with Instagram, which belongs to the Facebook team.
Expert note
Facebook ticketing allows brands to create tickets from customer comments or inquiries on their Facebook page. LiveAgent offers full integration for efficient management and enhanced customer satisfaction.
LiveAgent is a customer service software with various features including a ticketing system, VoIP phone systems, inbound call center software, complaint management system, client portal software, and email management software. The ticketing system includes customizable options such as clickable ticket IDs and automation rules. LiveAgent aims to improve work efficiency, reduce waiting times for callers, and increase customer satisfaction. Compared to other help desk ticketing systems, LiveAgent is praised for its ease of use, reliability, and cost-effectiveness.
A ticket system is a common inbox for all customer tasks, with messages automatically converted into tickets. Key features include multi-channel availability, personalization, automation, personalized ticket pages, categories and tags, and the ability to build a knowledge base. LiveAgent is a ticketing system that automatically tracks and converts all customer problems into tickets. Ticket management systems streamline customer messages from multiple channels and must have features such as centralized inbox, ticket routing, and data analytics. Ticketing systems help improve response times, reduce churn, and increase productivity and satisfaction. An open source ticketing system is cost-effective compared to proprietary systems.
Facebook has become a popular channel for customer service, with over 20 billion messages exchanged between people and businesses every month on Facebook Messenger. 59% of customers use Facebook to contact businesses, and 33% have contacted a company through Facebook and similar social channels. Offering Facebook support can enhance a company's reputation with customers, as nearly 69% of U.S. consumers feel more confident about a brand that offers Facebook customer service.
This piece of text provides contact information and support options for Facebook customer service. It includes email, social media, and knowledge base support, as well as information on SLAs and legal contacts. Additionally, it provides instructions on how to reset a password or recover an old account.
