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Social media support inside your help desk
LiveAgent is an omni-channel help-desk software that collects all your customer interactions from multiple social networks and organizes them logically in one place. Using LiveAgent for customer service allows you to focus on the most important business tasks while keeping your customer satisfaction high.
Social media support by LiveAgent is quick, efficient and cost-effective. Try it today.
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Let LiveAgent handle your social media messages
Do you often get distracted by social media messages from your prospects and customers? It’s over. Connect all your social media channels into LiveAgent and benefit from the advanced automation. With an unlimited history and unified messages, get a full picture of every person you ever talk to.
What's included?
Our Facebook integration eliminates the need to monitor multiple devices, social media accounts, and sharing login credentials. All agents can reply to tickets from your universal inbox, so there’s no need to be dependant on a Facebook page admin.
Utilizing your Facebook integration is easy. Simply connect your Facebook business page (or pages!) to your LiveAgent dashboard and get started. Any comments on your social posts or mentions of your page will be automatically converted into tickets, to which you can reply and then archive. As a result, it can help you build a loyal online community by enhancing customer engagement.
Facebook Messenger
LiveAgent’s Facebook Messenger integration enables you to chat in real time with your customers. When your Facebook page receives a direct message, it’s instantly converted into a ticket and pushed into the LiveAgent dashboard. You can easily reply, send attachments, or even hit the “Like” button.
LiveAgent’s Twitter integration enables you to monitor all @mentions of your page or any #hashtags of your choice.
Simply connect your Twitter account with your LiveAgent dashboard and choose which hashtags and mentions you want to monitor. All monitored hashtags and mentions will be automatically converted into tickets, and can be automatically assigned to whichever department you choose. LiveAgent will automatically fetch all Tweets with your monitored keywords, and you can start replying to them from your dashboard.
LiveAgent’s Instagram integration enables you to view and reply to posts you were tagged or mentioned in, as well as reply to any comments on your social media posts. In addition, with LiveAgent’s universal inbox, you have all your tickets under one roof, so there’s no need to monitor multiple devices or accounts. As a result, LiveAgent saves your agents time, improves their response times to queries, and increases agent productivity all at the same time. Try it today and create a strong social media presence right away.
Viber
LiveAgent’s Viber integration enables you to receive and reply Viber messages into your universal inbox. Check out how it works in our demo video!
Useful features to speed up your social media support
Every private message from social media channels will end up in the same place as emails, chats, and calls.
LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.
Fairly priced software
We took a different approach than the other software on the market. We offer certain channels as add-ons, which saves you money, especially if you have a large number of agents. Pay only for what you use with our transparent pricing.
Add-on
Pay for social media channels only when you need them.
All-Inclusive
Every single LiveAgent feature including social media support.
Have a competitive advantage
By streamlining your social customer service into help desk software, you are gaining an advantage over your competitors. Customers want to contact you with ease, without having to figure out which social media channel is the quickest and most likely to get a reply.
Keep in mind that good ol’ regular emails are gradually being replaced by real-time live chat, call center software, and social media messages. With LiveAgent, you can provide immediate responses. Investing in customer service software will help you provide quick, convenient, and seamless customer support.
Increase customer retention
Businesses can improve customer retention through various marketing strategies, including gift-giving, surveys, and discounts.
However, the most commonly forgotten social media strategy is providing exceptional customer service. There is no secret to that. Happy customers tend to return.
To achieve stellar customer support, you need to first equip your customer support team with a proper social media management tool.
LiveAgent gathers all the mentions and messages into a single platform, which enables your customer service reps to be more efficient and effective. As a result, you improve customer engagement and consequently customer retention as well.
Over 30,000 businesses can't be wrong
See our success stories and testimonials to find out how LiveAgent can boost your customer support and increase the happiness of your business partners.
Use us in any way you like
LiveAgent adapts to your company size and industry. We’ve been helping organizations of all types and sizes. Check out what they have to say about using our software.
Industry Solutions
Ecommerce & Services
Travel & Accommodation
Marketing & Telco
Entertainment
Reasons why you should use
social customer service software
Ever wonder why companies started communicating with their customers through social customer service software instead of directly on social media? It’s because they were tired of social media monitoring different devices, sharing login credentials, and switching tabs! Do you identify with the following?
Missing the big picture
Losing valuable time
Do you switch between different types of software too often? Let LiveAgent do the work for you.
Hard to manage
Do you manage multiple profiles on different social networks? With LiveAgent you can manage them all from one dashboard.
What is social media customer service?
Social media customer service is a relatively new software niche. Its main objective is to collect every message and mention of your brand on different social networks into one system from which you can communicate with your audience.
The main benefit is that being a part of the omnichannel help desk system enables you to see customer interactions from other customer support channels in the same place. In addition, every message is collected inside the universal inbox and then transformed into unified tickets with the hybrid ticket stream.
How to choose social support system?
If you have decided to start supporting your social media audience outside specific networks, you might want to write down all the requirements for the system. In the first round, you should check if you’re going to move your email communication into the same place, where you will receive social media messages.
After that, you might consider offering live chat support, adding an inbound call center, or providing self-service support via a knowledge base. Last but not least, you might want to have a platform such as a customer portal, where users can find all their requests, submit questions to a forum, suggest improvements, and provide feedback.
Don't hesitate, try LiveAgent today
LiveAgent is the most reviewed and #1 rated help desk software for SMB in 2020. There’s a reason for that. We provide world-class help-desk software that creates a seamless experience for your customer service team and customers alike. Try LiveAgent today with our free 14-day trial, or try out our free version of LiveAgent. We’ll be happy to have you.
Social media support comparison
If you are looking for the best help desk system with social media support, comparing different alternatives is a must. The multi-channel help desk contains much more than just social media connectors. Even though you might not need every feature, having an option to add certain channels while your business is growing is essential.
What do the numbers say about social media support?
Social Media Support
65% of people aged 18-34 believe social media is an effective channel for customer service. Microsoft
Response Time
48% of consumers expect a response to social media questions and complaints within 24 hours. Statista
Seamless Experience
Over 50% of companies report that one of the most critical customer issues is “providing a seamless customer experience across multiple channels.” Incite Group
Digital vs Voice
57% of customers would rather contact companies via digital media such as email or social media rather than use voice-based customer support. Ameyo
Brand loyalty stems from good service
Friendly employees or customer service representatives are what makes a memorable experience that causes consumers to stick with a brand, for 73% of customers.
Providing that experience can be easy if you know what it entails. According to Shep Hyken, an expert in customer service, customer support representatives should answer in a timely manner, in a personalized way, and never forget to ask extra questions. For example, if a customer asks you to solve their problem quickly, ask them how quickly in order to meet their expectations.
Remember, loyal customers increase ROI because they tend to purchase more.
All support channels under one roof
LiveAgent’s social media customer service software integrates with multiple communication channels and offers nearly 200 features.
FAQ
What is social media customer service?
Social media customer service is providing customer service to customers or potential customers via social media platforms such as Facebook, Instagram, or Twitter. Social media customer service includes replying to direct messages, comments and mentions within a 24 hour period.
How to use social media as a tool for customer service?
The best way to use social media as a tool for customer service, is to treat your social media channels as you would an official ticket from a customer. Provide quick, honest, sweet and knowledgeable answers to any messages, comments or mentions.
What is Social Media Customer Service Software?
Social Media customer service software is a part of the help desk solution. It enables your customer representatives to answer customer inquiries promptly from one interface. As a result, they do not need to switch between platforms to answer. The software can prevent customer frustration and dissatisfaction since you'll never lose track of customer inquiries. Being present and respond fast is important to build customer relationships on SoMe platforms. With this social media customer service solution, you can build customer loyalty efficiently and effectively right away.
Why is LiveAgent ideal for social media customer service?
LiveAgent connects with multiple social media platforms. For instance, whenever you get a comment or a mention on a post from Instagram, you'll receive a ticket inside LiveAgent. The same applies to Twitter. Moreover, you can connect Viber and Facebook.
Why is social media important for customer service?
Social media is important for customer service because it enables businesses to interact with their audience. Businesses can easily update their customers about upcoming events, sales, or changes. In the same manner, customers can contact businesses with questions, comments or concerns. If customer questions go unanswered, customers won’t hesitate to take their business elsewhere.
You Will Be in Good Hands!
Do you know what Huawei, BMW, Yamaha and O2 have in common? You guessed right… LiveAgent!
Related Resources to Social media customer service software
- Don't Underestimate Social Media Customer Service (Updated)
- Social Media Customer Service Tips (+ Integrations)
- Customer Problem Response Templates (Copy&Paste)
- Best practices for SoMe Support & Customer Service
- What are Social media help desk features?
- Social Media Reply Templates - Opening Hours Questions
- How to get your customer service on social? (+Benefits)
- How to use Social listening in SoMe Customer Support?
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