5-Star Customer Service Thanks To Social Listening with LiveAgent

Customer Service is about helping all of your customers whenever they want and through any channel they decide to use. However, with what it seems to be unlimited contact channels, they can choose from when contacting your business, your resources are limited. Not anymore, explore LiveAgent.

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Problem Social Media Support

An unattended Tweet or a Facebook private message can cause a lot of trouble. Most small business don't have a dedicated social media representative to communicate with customers on social networks. But what if you didn't have to have one? What if your customer service reps could answer your customers on social networks from their ticketing platform?

Solution Universal Inbox

Listen to your customers on the most popular social networks like Facebook or Twitter and stay 1 step ahead of your competitors. Private messages or tweets are transformed into tickets so your customer service representatives can answer them from the same dashboard as they reply to regular email tickets.

One software for multiple benefits

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Social Notification

Get automatically notified about new Facebook comments, posts or messages

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Prevent mistakes

No need to add more administrators to Facebook pages, manage permissions in one place

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Facebook swiss-knife

Monitor, answer and archive all Facebook wall posts in one place

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Unlimited FB and TW accounts

Monitor multiple Facebook and Twitter pages

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Social monitoring

Track brand mentions and keywords on Twitter

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Keep your focus

Answer tweets from one place and prevent procrastination

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Twitter mentions

Automatically capture public mentions as Tickets

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Take a look on how LiveAgent looks inside.

LiveAgent
  • The Left navigation panel lets you quickly navigate across the chat dashboard. You can check all active chats, availability per agent or access settings of chat buttons.
  • After Live Chat is initiated, you can see details of the customer chatting with you, like the page where chat was initiated, IP address, or previous communication.
  • Thanks to our real-time typing view you are able to see what customer type even before they click "send". You can prepare your answers and amaze them with lightning-speed service.
LiveAgent Ticket Feature
  • Use departments and tags for segmentation and distribution and assignment of tickets.
  • Use the extended customer information view to quickly gather information about the customer you are communicating with and access multiple integrations with other apps.
  • Ticket thread lets you see all communication with a customer even if it started from a different channel like chat and continued with email.
  • Quick Action Buttons help you easily transfer and postpone tickets as well as add notes, and other actions.
LiveAgent
  • Similar to live chat overview, call center offers left panel that will help you navigate inside dashboard in 1 click.
  • Call history offers list of all incoming and outgoing calls from LiveAgent with full-text search.
  • Action button lets you open a specific call ticket so you can access call recordings and the whole ticket thread.
LiveAgent Ticket Feature
  • Reports are a popular part of LiveAgent. They help you to see department statistics, so you can get a quick overview of what's happening in your helpdesk.
  • Inside the dashboard, you can see your online/offline agents and even initiate an internal chat with them!
  • With Personal statistics you can see performance your own individual metrics like time logged in or tickets answered.
  • Leaderboards are a part of gamification. They make daily work more fun and help to push performance of individual agents as they can compare their performance.

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