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.

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.