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. 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.
Desk support is a process of providing customer care service that helps customers before, during, and after purchase. A quality service desk software is necessary to manage tickets and handle various forms of communication. Desk support is a resource that provides technical support to customers through a website, instant messaging, e-mail, or hotline. LiveAgent offers desk support as an option in the system. Basic features of desk support should include contact points, a well-developed knowledge base, and possibilities to automate work. Helpdesk support, service desk, effective customer service, and IT service desk are related resources. LiveAgent provides the best service desk software and help desk software for 2023.
Online support has become an essential aspect of customer service for all businesses, with countless advantages impacting customer satisfaction and affecting a company's long-term success and profitability. Offering online support means delivering customer service digitally through multiple channels such as email, live chat, social media platforms, messaging apps, etc. Gathering feedback, being proactive, and utilizing technology to improve support are all important. Companies need to avoid long response times, lack of personalization and empathy, insufficient training, ignoring customer feedback, and lack of monitoring and measurement. Online support provides convenience because it allows customers to access help at any time of the day, from anywhere, using channels they prefer.
Social support is the provision of customer service on social media platforms like Facebook and Twitter, crucial for brands targeting millennials. LiveAgent enables integration with these platforms, automatically transforming tweets and messages into tickets for agents to respond to. Social support is important for building a company's image and ensuring customer satisfaction. Frequently asked questions include the definition of social support, its importance for businesses, and LiveAgent's capability to provide social support. Additional resources are available for social media help desk features, providing social media customer service, social support benchmarks, and social media customer service software.
Social media help desk features
Social media help desk features are essential for modern customer service, as customers expect speedy responses on channels like Facebook, Messenger, Twitter, Instagram, Viber, and WhatsApp. LiveAgent's integrations with these social media platforms streamline customer interactions into a central inbox, allowing agents to easily monitor and respond to comments and messages. LiveAgent also offers powerful social listening tools for tracking brand mentions and engaging with customers. Additional features like a universal inbox, hybrid ticket stream, CRM, automation rules, and third-party integrations enhance the efficiency of LiveAgent's social media help desk capabilities.
