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.

logo clients forbes
logo clients airbus
slido green
logo clients nascar
logo clients lyreco
logo clients usc

All support channels under one roof

LiveAgent’s social media customer service software integrates with multiple communication channels and offers nearly 200 features.

LiveAgent streamlines multiple customer service channels into one piece of software

What's included?

Social media customer service software

Social media customer service software

Social media customer service software

Social media customer service software

Viber feature by LiveAgent. Enjoy answering all your Viber messages right from your help desk software.

Facebook

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 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 chat app

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.

Twitter

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.

Instagram

LiveAgent’s Instagram integration enables you to view and reply to 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.

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.
Every message from social media channels will end up in the same place as emails, chats and calls.
Choose from hundreds of triggers and conditions to automate your workflow and processes.
Use specific tags or separate departments to manage your social media support channels.
Increase your productivity by using canned messages, adding attachments and inserting notes.
Peter Komornik

LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.

Peter Komornik, CEO
logo slido black

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

Add-on

Pay for social media channels only when you need them.

$39 /mo
All-Inclusive

All-Inclusive

Every single LiveAgent feature including social media support.

$39 /mo

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.

Have a competitive advantage

Over 30,000 businesses can't be wrong​

See 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 pages

Business Solutions

Start-ups & Corporations

Enterprise

Government

Edu & NGO

Industry Solutions

Industry Solutions

Ecommerce & Services

Travel & Accommodation

Marketing & Telco

Entertainment

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?
008 question

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.
Stopwatch

Losing valuable time

Are you switching between a different piece of software and hardware too often? Let LiveAgent do the work for you.
Ticket response

Unable to react fast

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

Hard to manage

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

What is social media customer service?

Social media customer service is a relatively 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.

What is social media customer service   kópia
How to choose social support system

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.

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.

Don t hesitate, try LiveAgent today
Social media support comparison

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?

ticketing email ticketing

Social Media Support

65% of people aged 18-34 believe social media is an effective channel for customer service. Microsoft

Speed o meter

Response Time

48% of consumers expect a response to social media questions and complaints within 24 hours. Statista
Connect favourite VoIP provider and contacts

Seamless Experience

Over 50% of companies report their most critical customer experience issue as being “providing a seamless experience across multiple channels.” Incite Group​

call center cloud based call center software

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

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.

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.

You Will Be in Good Hands!​

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

Try it now for free No Credit Card Required

Our website uses cookies. By continuing we assume your permission to deploy cookies as detailed in our privacy and cookies policy.