What is Social support?
When you offer customer service on social networks like Facebook and Twitter, something is referred as providing Social Support. Social Support is essential for some brands or B2C ecommerce businesses where customers are millennials and are used to modern ways of getting touch with your support team.
Integrating your Facebook page and Twitter handle into LiveAgent are an easy task and after a couple of minutes you can be fully equipped to provide Social Support. All tweets with specific keywords or including your handle will be automatically transformed into tickets so your agents can answer them as they come into the Queue.
Same goes with Facebook comments and private messages to your Facebook pages. Both are transformed into Tickets so your Agents don’t have to be constantly logged on Facebook to reply them, instead, they can keep working in 1 application (LiveAgent) and answer to regular tickets along.