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Social media support inside your help desk

Connect your social media channels with LiveAgent and organize all customer service requests in one reliable solution. The LiveAgent ticketing system allows you to manage tickets from Facebook, Instagram, Twitter, Viber and WhatsApp in one convenient place. With a fully-featured communication platform and help desk tool in one, keep your social interactions high.

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Social support

Social media customer service is a relatively new software niche. This system enables you to communicate effectively with your audience by gathering all messages and mentions of your brand across different social networks in one place.

The main benefit of an omnichannel help desk system is that it enables you to see customer interactions from other customer support channels in a single dashboard. In addition, every message is collected inside a universal inbox and then transformed into unified tickets with the hybrid ticket stream.

Social support
Best solutions

Best solutions

How to choose social media service tools?

The most important thing is to consider all of your requirements and expectations. The first step is to check if you want to add other communication channels to your communication system and if you want to unify all of your communication in one location. Second, check whether you need live chat, email, telephone support, or a customer portal. The next thing you need to consider is features and integrations. Finally, compare prices to find the best value possible.

Let LiveAgent handle your social media messages

Connect accounts from every popular social media platform and let LiveAgent handle your accounts

Facebook Integration Demo: How It Works​

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Facebook Integration Demo: How It Works | Live Agent03:02Youtube video: Facebook Integration Demo: How It Works
Live Agent

Audience management

Connect your Facebook accounts and monitor everything without switching between tabs or accounts. LiveAgent can help you manage social media customer support from your universal inbox. The integration is easy. Simply connect your Facebook pages to your LiveAgent inbox in configuration and get started. Any comments and likes of your social posts as well as customer queries will be automatically converted into tickets. Build an audience and provide a great customer experience with a popular social media platform. 

  • Answer to comments, posts and interact with content
  • Like or delete comments, add GIFs and other attachments

Efficient messaging

Take care of any private Facebook message with Messenger included in your inbox. LiveAgent can gather all messages and help you get through any customer issue with ease. It’s compatible with our productivity features, so replying with LiveAgent is a lot more organized, reliable, and faster than before. Sort through your messages and answer conveniently from our universal inbox. Take advantage of a wide range of readily available ticketing features that seamlessly translate into Messenger ticketing.

  • Reply to Messenger messages via ticketing
  • Solve messages as LiveAgent tickets 

Facebook Integration Demo: How It Works

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Facebook Integration Demo: How It Works | Live Agent03:02Youtube video: Facebook Integration Demo: How It Works
Live Agent

How to Monitor Twitter with LiveAgent

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How to Monitor Twitter with LiveAgent | Live Agent06:38Youtube video: How to Monitor Twitter with LiveAgent
Live Agent

Follow tweets

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 that will automatically assign 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.

  • Track brand mentions and keywords with multiple accounts
  • Answer Tweets, comments, and mentions from one inbox

Manage followers

Your customer service strategy can work well with your Instagram social media strategy. Enable Instagram in LiveAgent and reply to any post, mention, comment you get. Increase your response time with a dedicated ticketing system and empower your customer service team with the right features. Instagram can become one of the best social platforms you can use for handling customer requests. Don’t forget to use it to promote your brand while you’re out there providing support. 

  • Handle Instagram customer interactions faster than before
  • Track customer communication from social media posts

How to Utilize your Instagram Plugin in LiveAgent

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How to Utilize your Instagram Plugin in LiveAgent | Live Agent04:04Youtube video: How to Utilize your Instagram Plugin in LiveAgent
Live Agent

Viber Integration Demo | LiveAgent

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Viber Integration Demo | LiveAgent | Live Agent01:55Youtube video: Viber Integration Demo | LiveAgent
Live Agent

Inbox texting

Agents can also solve customer service issues via Viber, one of today’s most popular messaging platforms. LiveAgent will streamline all messages from this platform into your ticketing system, where they are transformed into customer tickets. You can easily reply to them from the universal inbox. Viber works well as an addition to your social channels for customers who prefer messaging platforms. Replying to Viber messages works seamlessly with other communication channels in your ticketing. 

  • Organize your Viber communication in one place
  • Reply to Viber messages in your ticketing inbox

Slack notifications

If you’re using Slack for socializing with your colleagues, take advantage of our integration. Keep yourself notified about any new customer tickets or changes in ticket statuses. We have a built-in Slack plugin inside LiveAgent so that you won’t miss out on anything important. Simply flick the switch in settings, and receive LiveAgent notifications in a dedicated Slack channel. This integration is highly customizable – you can specify what type of information you want to get and select rules for sending notifications to particular contacts or channels. 

  • Stay informed about your ticket activity in Slack
  • Customize your Slack notifications about LiveAgent tickets
Slack Integration
WhatsApp Integration

WhatsApp support

WhatsApp is the most popular social messaging service in the world. Our integration allows customer service agents to use another important customer communication channel. Transform your messages into tickets for easy solving, and stay popular with your customer base with their favorite messaging service. All you have to do is add your WhatsApp account to LiveAgent, and you can start replying to messages from your customers. The WhatsApp integration works well with our ticketing features so that you can provide faster and more reliable support. 

  • Integration with the most popular messaging platform
  • Manage your WhatsApp communication from your ticketing
Let’s get social!

Handle customer issues with social media features

Agents can answer customer questions easily with our fully featured universal inbox. Connect your social media accounts from Facebook, Twitter, Instagram, and Viber to provide quality customer care services with better efficiency.

Refine customer journey with:

  • Faster communication with productivity features
  • Efficient social media communication with a universal inbox
  • Seamless connection with other communication channels
Support team view

Get started with social network customer care

Simply add every important social channel for customer service. Connect your social accounts, manage your social profiles, and create a loyal customer base on their favorite platform.

Notable features of our social media support software

Explore all key features that help you provide excellent customer service and improve your social community management capabilities

Organized communication

Universal inbox

Any private message from any social media platform is organized in the universal inbox. The best part is that the universal inbox streamlines communication from all communication channels and helps you gather customer communication into ticker threads. All customer support processes get easier when information is in the right place.

  • Keeps customer conversations in one convenient place
  • Organizes customer service inquiries and communication
Organized communication
Efficient workflow

Efficient workflow

Automation rules

Effective customer service can be further enhanced with custom rules for automation. These can help you provide faster and more efficient customer interactions while assisting you with repetitive and mundane tasks. Rules can be customized and applied to various situations and tasks to help you create a better workflow and sort through customer messages faster.

  • Automate your workflow and focus on the important
  • Get rid of mundane or repetitive tasks

Categorizing

Departments and tags

Customer support teams come with varying specializations. Divide your customer service reps into departments and get your customers to the right experts every time. You can also use tags to mark down customer inquiries or customer comments. Tags serve as categories for your inbox, so you always know what type of issue you will be dealing with.

  • Divide customer support team members by expertise
  • Use tags to organize customer service interactions
  • Provide correct and timely customer service solutions
Categorizing
Ticket features

Ticket features

Macros, attachments and notes

Reduce response times and improve customer service with canned messages and predefined answers. LiveAgent supports various attachment types when replying to a ticket. Feel free to leave notes for your fellow agents in tickets and inform them about customer concerns or positive interactions anytime you need to.

  • Keep up with customer demand with pre-written messages
  • Leave notes and add attachments into tickets
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Reasons why you should use social
customer service
software

Find out why companies started utilizing social media as one of their main customer service channels.

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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.

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Losing valuable time

Do you switch between different types of software often? Let LiveAgent do the work for you.

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Hard to manage

Do you manage multiple profiles on different social networks? With LiveAgent you can manage them all from one dashboard.

 

What do the numbers say about social media support?

Take a look at some of the most important statistics about social media customer support and find out why you should utilize social media for customer support

Social presence

Social media customer care is becoming a necessity in the world of business. Reach both existing and potential customers with your social pages. Provide buying advice and social customer service to your audience.

  • Enhance your social media presence and reply faster
  • Ticketing streamlines your social communication
Chart

63%

of customers expect social media service

Social media has become essential for customer service. Enhance your social media presence and be there for your audience.

Customer satisfaction

Research shows that handling customer complaints and requests over social media has a high satisfaction rate. Improve customer satisfaction with LiveAgent and up your customer support game.

  • Improve customer satisfaction with social media
  • Go above expectations with regular replies and activity
Chart

70%

satisfaction rate

A high percentage of customers are satisfied with the way their problems are resolved via social media. Don’t cut corners on quality social customer care and improve it today.

Create loyalty

Handle interactions with customers a lot faster with LiveAgent as your social media solution. Reply with speed and provide insightful advice and answers on a consistent basis across your social channels.

  • Increase customer loyalty with good service
  • Provide consistent replies and customer support
Chart

79%

of customers expect a reply in 24 hours

Get the best results on customer satisfaction surveys and provide quick customer service activity on social media.

Save more on social media support tools

Find a social media support software that brings you the best value and saves your budget. Start the comparison and find the right features for the right price.

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LiveAgent provides social media help desk. Improve your service with Instagram, Facebook, Twitter, and Viber integrations in LiveAgent.

Social media help desk features

WhatsApp's integration with LiveAgent allows for efficient customer service, including social media help desk features. With over 40 third-party integrations and a universal inbox, LiveAgent streamlines customer interactions. It also offers features such as hybrid ticket streams, CRM, automation, and departmental organization. LiveAgent's social media integrations with Facebook, Messenger, Twitter, Instagram, Viber, and WhatsApp provide a comprehensive solution for customer support.

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