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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Reasons why you should use a 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 monitoring different devices, sharing login credentials, and switching tabs! Do you identify with the following?
Missing the big picture
Don't know what your previous conversation with a customer was about because it was on a different channel? LiveAgent keeps track of that.
Losing valuable time
Are you switching between a different piece of software and hardware too often? Let LiveAgent do the work for you.
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 social networks? With LiveAgent you can manage them all from one dashboard.
- Facebook Messenger
- Viber
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Ticket filters enable you to search through thousands of tickets at once to view similar solutions, or to view tickets assigned to a specific agent.
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If you are managing multiple Facebook pages for the same company, you can easily view which Facebook page received a notification.
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Easily add internal notes regarding tickets that your customer support team can view anytime. These little notes are great if one agent has started processing a ticket, but is off work. A new agent can easily pick up where the other left off.
Our Facebook integration eliminates the need to monitor multiple devices, 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 direct messages, comments on your posts, or mentions of your page will be automatically converted into tickets, to which you can reply and then archive.
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 reply to direct messages, view posts you were tagged or mentioned in, as well as reply to any comments on your posts. With LiveAgent's universal inbox, you have all your tickets under one roof, so there's no need to monitor multiple devices or accounts. LiveAgent save your agents time, improves their response times to queries, and increases agent productivity all at the same time. Try it today.
Viber
LiveAgent's Viber integration is coming soon. It will enable you to receive and reply Viber messages into your universal inbox, as well as broadcast messages to your contacts that "follow" you. Broadcasting messages is a great tool for businesses that want to segment their customers into groups and send them targeted marketing messages.
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 to answer your customers in a timely manner.
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 departments to manage your social media support channels.
Macros, Attachments and Notes
Increase your productivity by using canned messages, adding attachments and inserting notes.
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
Primary supported channels
LiveAgent integrates directly with the most popular social media channels such as Facebook, Twitter and Instagram. LiveAgent gathers all your social media under one roof and enables you to handle the incoming queries with ease. This system enables you to provide better customer service experiences while being accessible to your customers in an environment they are familiar with.
Our Facebook integration fetches incoming messages from your customers and allows you to reply to comments on your Facebook wall -- all through our dashboard.
Our Twitter integration fetches the Tweets you were mentioned in, so that you can easily retweet or reply to them.
Lastly, our Instagram integration delivers any DM's, mentions or comments on your posts into your LiveAgent dashboard.
Have a Competitive Advantage
By streamlining your social customer service into a help desk software you are gaining an advantage over your competitors. Customers want to contact you with ease, without having to figure out which 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 a customer service software will help you provide quick, convenient and seamless customer support.
Over 21,000 businesses can't be wrong
Check out 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.
Business Solutions
- Start-ups & SMBs
- Enterprise
- Government
- Education
- NGO's
- And many more!
Industry Solutions
- Ecommerce & Services
- Travel & Hospitality
- Marketing
- Telco
- Entertainment
- And many more!
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 from which you can 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.
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 their most critical customer experience issue as being “providing a seamless 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 make 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 the extra questions. For example, if a customer asks you to solve their problem quickly, ask them how quickly so expectations can be met or lowered.
Remember, loyal customers increase ROI because they tend to purchase more.
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 a world-class help-desk software that creates a seamless experience for your 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.
You Will Be in Good Hands!
Do you know what Huawei, BMW, Yamaha, O2 and Oxford University have in common? You guessed right... LiveAgent!
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.
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.
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