Stress-free social media support software

Social media support refers to providing customer support over any social media network where both business accounts and customers are present. The most common and most popular social networks for providing customer support are Facebook, Twitter, and Instagram. Sites like Quora or Reddit are often used in the same way.

Once you get noticed and set up your business page on social networks, people will start asking questions over social media. Providing customer support over social networks can be done via posts, comments, and direct messages. It provides a flexible way of communication and allows customers to contact you in the same way as they would via live chat or email.

Social media support software is a type of customer support software that focuses directly on helping customer support agents to provide efficient service over social media. All business social media accounts are collected into one place, and tickets are created for comments, tweets, direct messages, and other communication through social media. The communication can be effectively distributed to agents who can cater to customer needs faster.

LiveAgent makes a great social media support solution thanks to its Facebook, Twitter, Instagram, Viber and WhatsApp features. Connect your social media accounts and keep track of everything that’s happening on your business pages within LiveAgent’s reliable ticketing system. Every customer interaction will be safely stored, organized, and distributed amongst available agents.

Social media platform use is continuously growing worldwide, which is why it’s important for companies to be present exactly where their customer base spends a lot of time. Providing social media support is convenient for customers and it allows businesses to satisfy their needs, which in turn helps them sell more products or services.

It’s important to define the target audience to provide the best type of social media support. This includes age, demographics, interests, and opinions on particular products. Social media tends to attract younger people who tend to spend a lot of time on networks and expect an answer from support within 24 hours. Start with performing research of your followers, and adjust your customer support communication accordingly.

The easiest way is to focus your customer support or certain customer support departments strictly on social media. Other ways include expanding your customer support team with more agents, decreasing the number of other communication channels that drain effectiveness or prove to be insufficient in the long run.

The main benefits are speed, efficiency, and reliability. Social media support software allows even smaller teams to provide full-scale customer support thanks to organized communication and transparent ease of use. Business social media accounts can grow thanks to reliable support which can also enhance the performance of other aspects, such as sales.

LiveAgent comes with a paid plan that supports unlimited numbers of Facebook, Messenger, Instagram, and Viber accounts for a fair price. You will also get access to the state-of-the-art ticketing system, a reliable live chat widget, call center feature, and a customer portal with the knowledge base for $49 per agent monthly.