What is social support?
When you offer customer service on social networks like Facebook and Twitter, something is referred as providing Social Support. Social Support is essential for some brands or B2C ecommerce businesses where customers are millennials and are used to modern ways of getting touch with your support team.
Integrating your Facebook page and Twitter handle into LiveAgent are an easy task, and after a couple of minutes, you can be fully equipped to provide Social Support using the social media customer service software. All tweets with specific keywords or including your handle will be automatically transformed into tickets so your agents can answer them as they come into the Queue.
Same goes with Facebook comments and private messages to your Facebook pages. Both are transformed into Tickets so your Agents don’t have to be constantly logged on Facebook to reply them, instead, they can keep working in 1 application (LiveAgent) and answer to regular tickets along.
Frequently Asked Questions
What does social support mean?
Social support is offering customer service through social media platforms such as Facebook, Instagram or Twitter. Social media is a very important communication channel, therefore offering such support is very good for the company in terms of image and helps to ensure customer satisfaction.
Is social support important for businesses?
Social support is extremely important for business, especially for brands whose main target group is the Y and Z generation, i.e., people who are used to modern ways of communicating through social media. Social media is of great importance in image building, and also has an impact on the level of customer satisfaction.
Does LiveAgent enable you to provide social support?
LiveAgent allows you to provide social support. The software can be integrated with Facebook and Twitter. All tweets with certain keywords can be turned into tickets for agents to respond to. The same thing happens with messages that arrive on Facebook pages. This is a great simplification and automation of work for agents who do not need to be logged in to social media.
Expert note
Social support over social media platforms is essential for modern customer service. Providing efficient and personalized service over social media helps enhance customer satisfaction and loyalty.
Engagement-Boosting Social Media Strategies
Engagement rates on social media are important for brands. Small businesses benefit from inbound marketing strategies, including analyzing the market, designing a conversion funnel, and implementing SEO. Social media engagement can be improved through quality content, videos, authenticity, and user engagement. Frequency, tracking, and analysis help determine the best approach. Having a strategy, setting goals, and using content buckets can enhance engagement and reach on platforms like Facebook and Instagram. Authenticity and personal connections are key.
Mastering live chat best practices for exceptional customer service
Optimize live chat by training agents to be responsive, friendly, and professional. Use SLAs, co-browsing, and canned responses to enhance customer experience. Consider mobile-friendliness, ticketing systems, CRM integration, and post-chat surveys for improved service.
