Overview of Social Media Customer Support Integration Feature

SmartWeb’s social media integration feature is an innovative solution that centrally manages inquiries from major social media platforms including Facebook, Instagram, X (formerly Twitter), WhatsApp, Viber, and LINE through LiveAgent’s unified inbox. It evolves from the traditional inefficient method of “logging into each social media platform for individual responses” to a next-generation customer support system that “manages all social media from a single dashboard.”

Key Features of the Integrated Platform

Universal Inbox

LiveAgent collects each comment, post, and message from social media platforms in the inbox (Universal Inbox) and converts them into tickets. Agents can reply to each ticket with the same operational experience as Facebook.

This Universal Inbox converts not only social media but also email, inquiry forms, chat, and phone call logs into tickets.

This Universal Inbox enables:

  • Complete centralized management: Aggregate inquiries from all social media platforms in a single dashboard
  • Automatic ticketing: Instantly manage received messages and comments with ticket numbers
  • Complete history preservation: Permanently store all past conversation history in searchable format
  • Real-time synchronization: Instantly reflect new notifications from social media platforms in LiveAgent
  • Customer linking: Link anonymous social media users with existing customers

Social Media Platform-Specific Integration Features

X (formerly Twitter) Integration Features

  • Keyword monitoring: Monitor tweets containing brand names, product names, and competitor names
  • Hashtag tracking: Capture and ticket all posts with specific hashtags
  • @Mention detection: Instantly catch and ticket @mentions - Social monitoring feature
  • Custom search: More precise monitoring with multiple keyword combination searches

Facebook Integration Features

  • Post and comment monitoring: Convert page posts and comments into tickets
  • Boosted post response: Complete monitoring of reactions to advertising posts
  • Private messages: Convert direct messages into tickets
  • Like and reaction monitoring: Track overall engagement

Instagram Integration Features

  • Comment monitoring: Detect and ticket all comments on posts
  • Mention detection: Instantly convert @mentions into tickets
  • Hashtag monitoring: Monitor posts with brand-related hashtags
  • Story mentions: Detect mentions and tags in Stories

WhatsApp Integration Features

  • Message conversion: Instantly ticket all received messages
  • Status tracking: Update send, delivery, and read status
  • 24-hour limit management: Track and alert reply deadlines
  • Template application: Select approved templates when deadlines are exceeded

Viber Integration Features

  • Message ticketing: Convert messages via bot account
  • QR code generation: Dynamic generation of QR codes for customer connection
  • Contact management: Register and categorize new contacts
  • Conversation history: Archive past conversation history

LINE Integration Features (Optional)

  • Message ticketing: Convert LINE messages into tickets
  • Rich message support: Process messages with images and stickers
  • Group chat management: Individual ticketing of multi-person conversations
  • Official account integration: Integration with LINE Bot API

Department Routing Features

For each social media page, you can select specific departments to route incoming tickets:

  • Distribution: Route by social media platform, keyword, or urgency level
  • Priority settings: Priority processing settings for VIP customers and urgent cases
  • Skill-based routing: Distribute cases based on agent expertise
  • Load balancing: Adjust workload balance between teams

Usage Scenarios

1. Social Listening and Brand Management

Did you know that out of 26 dissatisfied customers, only 1 will directly complain? Most dissatisfied customers simply turn to the internet and share their experiences with others.

LiveAgent’s social monitoring tools allow you to catch these indirect tweets and address them before they go viral and damage your company’s reputation.

2. Competitive Advantage Through Real-Time Response

LiveAgent provides real-time notifications about new tweets, allowing you to stay ahead of the game. This enables:

  • Rapid problem resolution: Early response before issues escalate
  • Positive engagement: Active response to favorable posts
  • Competitive analysis: Monitor mentions of competitors

3. Efficient Customer Service Operations

Significant time savings: Reduced clicks and monitoring targets (accounts, devices) allow everything to be executed from a single dashboard

Enhanced security: By executing everything from one dashboard, there’s no need to share social media login credentials with multiple support staff. This reduces the risk of hacking, data breaches, or computers left logged into corporate social media accounts.

4. Marketing and Sales Integration

Segmentation marketing: Excellent for running multiple segmentation marketing campaigns. For example, VIP customers receive pop-up sale messages, while different audience segments (e.g., people with reservations on specific days) can broadcast sudden changes in business hours.

Sales opportunity utilization: Example when a customer tweets about an upgrade: While replying to the tweet within the help desk, you can click the PipeDrive integration button to add a new deal directly from LiveAgent.