Social Media Support Inside Your Help Desk

LiveAgent supports multiple social networks and collects all the messages and mentions into one dashboard.

Omni-channel helpdesk software collects customer interactions from several sources and organizes them logically in one place. This allows you to focus on the most important business tasks while keeping your customer satisfaction high.

Social media support by LiveAgent lets you reply faster and better.

Top reasons companies started using social customer service software by LiveAgent

Why did companies start to communicate with their audience on social media through LiveAgent instead of switching between tabs?

Missing the big picture

Don't know what was your previous conversation with a customer on a different channel? LiveAgent keeps track of that.

Losing valuable time

Are you switching between a different piece of software too often? Let your software work for you rather than you working for it.

Unable to react fast

Are you relying on notifications to let you know when customers reach out on social media? LiveAgent pings you immediately. 

Hard to manage

Are you managing multiple profiles on different networks? LiveAgent can collect, respond and store all of them.

  • Facebook
  • Facebook Messenger
  • Twitter
  • Instagram
  • Viber
  • New comments, mentions, replies and direct messages will pop up here.
  • The messages sent to you on Instagram will also display photos so you don't have to waste time by clicking through.
  • Your Instagram direct message reply is confirmed with the green "Answered" tag.
 
LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.

Peter Komornik, CEO


Useful features to speed up your
social media support

You don't have to spend hours on social media.

Universal Inbox

Every message from social media channels will end up in the same place as emails, chats and calls.

Automation Rules

Choose from hundreds of triggers and conditions to automate your workflow and processes.

Departments and Tags

Use specific tags or separate department to manage your social media support channels.

Macros, Attachments and Notes

Increase your productivity by using canned messages, adding attachments and inserting notes.

Fair Software

LiveAgent took different approach than the rest of the 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.

$6 /mo

All-Inclusive

Every single LiveAgent feature including social media support

$39 /mo

Primary supported channels 

LiveAgent integrates directly with the most popular social media channels such as Facebook, Twitter and Instagram. Keep your presence on different portals under one roof and handle the incoming inquiries smoothly and easily.

Facebook allows you to fetch incoming messages from your customers and reply to comments on your Facebook wall posts. This way you can provide even better customer support and be accessible to your customers from an environment they know very well.

Twitter integration on the other hand gives you access to the Tweets you were mentioned in, so that you can easily retweet them or reply to them.

Advantage over competition

By streamlining your social customer service into help desk software you are gaining an advantage over your competitors. Customers want to approach you without the need to visit several different places.

Good ol' regular emails are slowly being replaced by real-time live chat, call center software and communication handled on social media platforms. Millennials especially like to use social media to get in touch with brands.

With LiveAgent you can provide immediate responses. Investing in a customer service software will help you provide even fast, convenient and seamless customer support.

Over 21,000 businesses can't be wrong

See our success stories and testimonials and find out how can LiveAgent boost your customer support and increase the happiness of your business partners.

Use LiveAgent for...

LiveAgent adapts to your company size and industry. We've been helping organizations of all sizes and types. Check out what they have to say about using our software.

Business Solutions

Start-ups & SMBs

Enterprise

Government

Edu & NGO

...and others

Industry Solutions

Ecommerce & Services

Travel & Hotels

Marketing & Telco

Entertainment

...and others

What is social media customer service?

Social media customer service is a relatively a new software niche. Its main objective is to collect every message and mention of your brand on different social networks into the one system, where you communicate with your audience.

The main benefit is that being a part of the omni-channel help desk system enables you to see customer interactions from other channels in the same place. In addition, every message is collected inside the universal inbox, and then transformed to 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 of the specific networks, you might want to write down all the requirements for the system. In the first round you should check if you want 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 the customer portal, where users can find all their requests, submit questions to a forum or suggest improvements and provide feedback.

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 a certain channel while your business is growing is essential.

You Will Be in Good Hands!

Do you know what Huawei, BMW, Yamaha, O2 and Oxford University have in common? You guessed right... LiveAgent!

Try it now for free No Credit Card Required

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