Facebook is a popular free social networking website that allows registered users to create profiles, upload photos and video, send messages and keep in touch with friends, family and colleagues.
Connecting with Facebook enables you to respond to Facebook messages, posts or comments directly from LiveAgent, along with other customer requests.
Responses to comments, posts or messages are sent directly into Facebook.
LiveAgent connects with your Facebook page and tracks all wall posts, comments and private messages so you can have your fans and haters under control 24/7. Everything is tracked and transformed into Tickets so your customer support Agents can react right when a complaint is created and put out the fire before it spreads. With LiveAgent, you have 100% certainty that nothing gets lost on Facebook.
- Surprise your customers with lightning speed customer service on social media
- Get automatically notified about new Facebook comments, posts or messages
- No need to add more administrators to Facebook pages, manage permissions in one place
- Monitor, answer and archive all Facebook wall posts in one place
If you have more Facebook Pages, LiveAgent can monitor all of them for you. Expand your reach and engage with more users. By providing support over Facebook, you're turning your support answers into a new way of marketing, because your answers also reach friends of your customers.
Using the Facebook channel integration, you can do the following:
- Monitor multiple Facebook pages
- Respond to Facebook messages
- Respond to Facebook posts
- Respond to Facebook comments
- Archive your Facebook communication into Tickets
Save time and money
Your support team can answer support requests on your pages, without being constantly disturbed by hundreds of private messages and notifications they receive. Let them answer Facebook support requests without being logged into Facebook.
Archive your Social Media Communication
LiveAgent will archive your Facebook communication into Tickets. Easily categorize and search your Facebook posts and comments of customers.
Manage access permissions to your Facebook pages directly in Live Agent. No need to give your employees administrative access to your Facebook pages.
ExampleLet’s say your customer is having problem with live chat and writes it on your Facebook page wall -> this post is automatically tracked in LiveAgent, so your support representative can respond to it immediately.
Knowledgebase resourcesLearn how to setup Facebook
- Universal inbox
- Hybrid ticket stream
- Automated ticket distribution
- To solve button
- Time Rules
- Time tracking
- Service-Level-Agreement (SLA)
- Business hours
- Contact groups
- Contact fields
- Ticket fields
- Mass actions
- SPAM filters
- Merge tickets
- Email templates
- Ticket/Customer insights (CRM)
- Canned messages (Macros)
- Predefined answers
- Copy & Paste images
- Print tickets
- Search & Replace
- Split tickets
- Email notifications
- WYSIWYG editor
- Online ticket history (url)
- Multiple ticket tabs
- Agent collision detection
- Agent ranking
- Contact forms
- Contact form gallery
- GIFs in tickets
- Audit log
- Tickets export