Stress-free social media support software

Sit back & relax as LiveAgent converts all notifications into tickets.

  • ✓ No setup fee    
  • ✓ Customer service 24/7    
  • ✓ No credit card required    
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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, and Viber 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

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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Audience management

Our Facebook integration eliminates the need to monitor multiple devices, social media accounts, and sharing login credentials. All agents can reply to tickets from your universal inbox, so there’s no need to be dependent 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 social posts or mentions of your page will be automatically converted into tickets, to which you can reply and archive them. As a result, it can help you build a loyal online community by enhancing customer engagement.

  • Invite customers to chat with automatic messages
  • Turn website visitors into customers with chat

Efficient messaging

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.

  • Invite customers to chat with automatic messages
  • Turn website visitors into customers with chat

Facebook Integration Demo: How It Works

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How to Monitor Twitter with LiveAgent

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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, and can be automatically assigned to whichever department you choose. LiveAgent will automatically fetch all Tweets with your monitored keywords, and you can reply to them from your dashboard.

  • Invite customers to chat with automatic messages
  • Turn website visitors into customers with chat

Manage followers

LiveAgent’s Instagram integration enables you to view and reply to posts you are tagged or mentioned in, as well as reply to any comments on your social media posts. In addition, with LiveAgent’s universal inbox, you have all your tickets under one roof, so there’s no need to monitor multiple devices or accounts. As a result, LiveAgent saves your agents time, improves their query response time, and increases agent productivity. Try it today and create a strong social media presence right away.

  • Invite customers to chat with automatic messages
  • Turn website visitors into customers with chat

How to Utilize your Instagram Plugin in LiveAgent

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Viber Integration Demo | LiveAgent

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Inbox texting

Agents can also solve customer service issues via Viber, one of today’s most popular messaging platforms. LiveAgent can 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

Keep yourself notified about any new customer tickets or changes in ticket statuses while socializing with your colleagues. We have a built-in Slack plugin inside LiveAgent so that you don’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

Our integration allows customer service agents to use the most popular social messaging service in the world. Keep your customers happy by transforming WhatsApp messages into tickets to make solving problems easier. Simply add your WhatsApp account to LiveAgent, and start replying to messages. 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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  • ✓ No setup fee    
  • ✓ Customer service 24/7    
  • ✓ No credit card required    
  • ✓ Cancel any time

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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The best value for your money

We carefully selected features in our pricing plans so you can pick the most affordable plan with the best value. Pay only for what you use without breaking your budget.

14 Day Trial
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$15 month

Ticket

  • Unlimited ticket history
  • Unlimited email addresses
  • Advanced reporting
  • Customer portal + forum
$29 month

Ticket+chat

  • Everything in Ticket, plus:
  • Unlimited chat buttons
  • Feedback management
  • Real time visitors monitor
$0 month

Free

  • 7 days ticket history
  • 1 chat button
  • 1 phone number
  • 1 email address

Frequently asked questions

If you have questions, we have the answers. Take a look at the most frequent questions about the help desk price calculator.

What is social media support?

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.

How to use social media as a tool for customer support?

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.

What is social media support software?

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.

Why is LiveAgent ideal software for social media support?

LiveAgent makes a great social media support solution thanks to its Facebook, Twitter, Instagram, and Viber 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.

Why is social media important for customer support?

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.

How to implement a social media support strategy?

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.

How to increase social media support software efficiency?

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.

What are the benefits of social media support software?

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.

What does social media support software cost?

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.

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