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		(
			() => {
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	Product

	Overview
	
		Take a tourGeneral overview of LiveAgent
			
				
			
	

	Product
	
		Help DeskOmnichannel customer service platform
		TicketingAdvanced ticketing system
		Live ChatFastest live chat on the market
	

	sub
	
		Social MediaAnswer your followers directly from LiveAgent
		Call CenterBuilt-in call center software
		Knowledge BaseProvide self-service options
	

	Use For
	
		Business SolutionsDifferent businesses, different solutions
		Industry SolutionsAdapt LiveAgent for your industry
		Use CasesOne product, multiple use case scenarios
	

	Integrations
	
		WordPress
		Prestashop
		Magento
		Shopify
		Mailchimp
		Pipedrive
		Slack
		More Integrations
	



Resources

	Learn
	
		AcademyBecome a customer service expert
		TemplatesCustomizable templates for every occasion
		WebinarsGuided LiveAgent walkthroughs
	

	sub
	
		BlogNews about customer service & LiveAgent
		GlossaryLearn customer service terminology
		DirectoryComprehensive help desk contact list
	

	sub
	
		Industry ResearchView the latest customer service stats
		Typing TestImprove your typing speed
		WordPress PluginBest WordPress Chat Plugins
	

	sub
	
		ChecklistsHow to handle your process
		Support PortalHow-to articles and guides
	

	Company
	
		About UsDiscover the team behind the product
		AwardsOur awards & accomplishments
		Why LiveAgentFind out why LiveAgent is right for you
	



Features
Pricing
					
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		(
			() => {
				const tourVideo = document.querySelector('li > .Header__navigation__promo');
				if(tourVideo) {
					const parent = tourVideo.closest('li');
					parent.insertAdjacentElement('afterend', tourVideo);
				}
			}
		)();
	
		
		(
			() => {
				const tourVideo = document.querySelector('li > .Header__navigation__promo');
				if(tourVideo) {
					const parent = tourVideo.closest('li');
					parent.insertAdjacentElement('afterend', tourVideo);
				}
			}
		)();
	
		
		(
			() => {
				const tourVideo = document.querySelector('li > .Header__navigation__promo');
				if(tourVideo) {
					const parent = tourVideo.closest('li');
					parent.insertAdjacentElement('afterend', tourVideo);
				}
			}
		)();
	
		
		(
			() => {
				const tourVideo = document.querySelector('li > .Header__navigation__promo');
				if(tourVideo) {
					const parent = tourVideo.closest('li');
					parent.insertAdjacentElement('afterend', tourVideo);
				}
			}
		)();
	
		
		(
			() => {
				const tourVideo = document.querySelector('li > .Header__navigation__promo');
				if(tourVideo) {
					const parent = tourVideo.closest('li');
					parent.insertAdjacentElement('afterend', tourVideo);
				}
			}
		)();
	
		
		(
			() => {
				const tourVideo = document.querySelector('li > .Header__navigation__promo');
				if(tourVideo) {
					const parent = tourVideo.closest('li');
					parent.insertAdjacentElement('afterend', tourVideo);
				}
			}
		)();
	
		
		(
			() => {
				const tourVideo = document.querySelector('li > .Header__navigation__promo');
				if(tourVideo) {
					const parent = tourVideo.closest('li');
					parent.insertAdjacentElement('afterend', tourVideo);
				}
			}
		)();
	
		
		(
			() => {
				const tourVideo = document.querySelector('li > .Header__navigation__promo');
				if(tourVideo) {
					const parent = tourVideo.closest('li');
					parent.insertAdjacentElement('afterend', tourVideo);
				}
			}
		)();
	
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Social media overview

Despite growing popularity, social media is not the preferred customer support method for most consumers. When surveyed, only 16% said they prefer it over email or live chat.

However, businesses recognize that providing social media support can help them grow, as the ratio for answering messages vs. advocacy rate on social media is 9:1. Moreover, 10% of all website traffic comes from social media visitors. As such, 84% of Americans report receiving a social media response from their contacted company.

Contrary to popular belief, social media response times are pretty slow. This could be because most agents do not have access to social media-integrated help desk systems, so they’re not notified whenever they receive messages from customers. Parature’s survey supports this idea, stating that 42% of agents cannot resolve customer queries due to outdated or disconnected systems. As such, customers wait an average of nine hours to receive a response on social media.

Just like any other communication channel, social media has peak hours. For example, most tickets come in between 3pm and 6pm, indicating that social media usage is up after work and school hours.

In terms of social media ticket volumes, our research indicates that the average company receives about 20 social media tickets per day; 10 from Facebook, five from Twitter, four from Instagram, and one from Viber. Around 20% of these tickets are ignored, as they’re considered spam, self-promotional or irrelevant.

#MediaResponseTime
#SocialMedia

The average wait time on social media is

9 hr.

The 2015 Customer Experience Outlook

Meditator graf man

#SocialMedia

The average company receives

per day.

LiveAgent

#SocialMedia

Around

20%

of social media queries are ignored.

LiveAgent

20%

#SocialMedia

84%

of Americans report receiving a social media response from the company they contacted.

Microsoft

84%

#SocialMedia
#SupportPeakHours

Social media support peak hours are from

3-6pm

LiveAgent

Meditator graf woman

#SocialMedia

The social media support ratio for answering messages vs. advocacy rate is

9:1

LiveAgent

9:1

#SocialMedia

42%

of customers prefer live chat compared to just 23% for email and 16% for social media or forums.

Super Office

42%

#CustomerQueries

42%

of agents are not able to resolve customer queries due to outdated or disconnected systems.

Parature

#SocialMediaVisitors
#WebsiteTraffic

On average,

10%

of all website traffic comes from social media visitors.

LiveAgent

Meditator graf standing woman

#SocialMediaTickets

The average company receives

20 social

media tickets per day.

LiveAgent

Meditator graf man

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