What is Unified Social Media Management

Definition

Unified social media management is a system that aggregates communications from multiple social media platforms such as Facebook, Twitter, Instagram, and LINE into LiveAgent’s Universal Inbox for efficient management. This mechanism allows companies and organizations to handle inquiries from different social media platforms in a centralized manner.

Key Features

All inquiries from social media are displayed in one dashboard and can be managed with ticket numbers. Each message is automatically converted into tickets, and staff members can enjoy the following benefits:

  • Real-time inquiry tracking
  • Quick response and prioritization
  • Consistent customer support across multiple social media platforms

Benefits

Unified social media management offers the following specific benefits:

  • Centralized management of inquiries from all social media platforms

    • Reduction of the hassle of switching between multiple platforms
    • Achievement of efficient customer response

  • Efficient response

    • Quick response through automatic ticket distribution
    • Reduction of staff workload

  • Trackable ticket management system

    • Centralized understanding of the progress status of each inquiry
    • Centralized management and analysis of response history possible

Specifically, customer support teams can quickly access messages from each social media platform from the integrated inbox and respond efficiently. Additionally, since response status and history can be tracked for each ticket, the quality of customer service can be significantly improved.