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Social customer service is the practice of proactively listening for and responding to support issues on social channels.
The goal is to make support in the form of agents and knowledge available through the most convenient channel: social media platforms like Twitter and Facebook. It is different from other approaches to CRM in that agents use social listening, tracking, alerts, and workflow automation features to identify and respond to all customers who have questions or problems, regardless of whether they create a support ticket or even contact the company directly.
Social media is typically not the sole channel for support; it is usually part of a multi-channel customer service strategy that may also include a call center, email support tickets, live chat, and/or a self-help portal.
Proponents of this approach say social is a promising support channel for two main reasons:
1. Most customers already spend a lot of time on social networks, and engaging in social media conversations is faster, easier, and less stressful than engaging over phone or email.
2. Customers often express their feelings around brands, products, and support experiences to their peers via social. They can post comments or questions on a brand’s profile page, tag @ or # mentions of the brand. By responding to all of these cases, support agents ensure that the maximum number of customer needs are met. Because social media is a somewhat public venue, good social support experiences create positive PR and prevent complaints from going viral.
HootSuite Enterprise provides a centralized platform for managing streams from different social media channels and posting/ engaging across channels simultaneously. It also has strong team / workflow features and good mobile apps.
Sprout Social provides social media management, marketing, customer care, analytics and data intelligence solutions for leading brands and agencies, including Ticketmaster, Chipotle, Grubhub, Subaru, Zendesk and many more. Sprout’s intuitive platform is designed with user experience in mind, simp...
The Freshworks Inc product family includes Freshdesk (Customer Support Software), Freshservice (IT Service Management Software), Freshsales (Sales CRM Software), Freshcaller (Call Center Software), Freshteam (Applicant Tracking Software), Freshchat (Customer Messaging Software) and Freshmarketer ...
Khoros is a customer engagement platform built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, the vendor claims Khoros gives companies the ability to run their business with their customers, anticipating the...
Socialbakers is the first AI-powered social media marketing suite. It enables marketers to understand their personas, gather market intelligence, find influencers, track online conversations, and measure marketing ROI in one place:Audiences & PersonasHave AI segment your fragmented audience i...
Salesforce provides a customer success platform. The company's social and mobile cloud technologies include their flagship sales and CRM applications. The company was founded in 1999 and is headquartered in San Francisco, CA.
Sparkcentral provides a cloud-based customer engagement platform that caters specifically to customer care teams within large enterprises, enabling them to deliver real-time social customer service. Sparkcentral's software generates profiles on every social customer, and ensures that the right co...
Sprinklr (@Sprinklr) is the world’s first Unified Front Office Platform for Modern Channels. Its mission is to enable every organization on the planet to make their customers happier. Sprinklr has offices in 15 countries and works with more than 1,000 global enterprises, including: Allstate, McDo...
Conversocial is a social customer service software that enables companies to engage in large volumes of social media conversations with their customers. The cloud-based software combines intelligent prioritization with team management workflows to enable companies to quickly and efficiently join ...
Brand Embassy is now part of NICE inContact CXone (acquired May 2019).Brand Embassy is social customer service software designed to help companies with high volume social customer service prioritize and automate the customer experience. Incoming requests and mentions from social media, blogs and ...
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
Brand24 is an online monitoring application. The application allows users to identify and analyze online conversations about their brands, products and competitors. Users can track and engage in online conversations that are relevant to thier business. Brand24 gives users instant access to menti...
NapoleonCat is a social media management solution built around features such as post publishing and engagement across social media channels, competitor monitoring, and analytics and optimization.
SoDash is a SaaS based customer engagement management tool that uses intelligent prioritisation and instant message routing across social channels to support businesses in providing customer service functions. It can operate in stand-alone mode or in collaboration with other software applications.
Coosto aims to equip the world with the best social media insights. Currently the company has more than 600 clients. Founded in 2010, Coosto is headquartered in the Netherlands.
As a software-as-a-service (SaaS) provider, inSided delivers a cloud-based social business platform allowing companies to create thriving communities in efficient and effective ways, with minimal reliance on IT. Designed upon 10+ years of experience building and operating successful communities, ...
Deskero is a social platform for customer support and ticketing
The Engage Live Sales Dashboard is an HTML5, browser-based interface that enables users to log into and initiate real-time sales with their web-based visitors, prospects, customers and partners. From this central location users can share their availability (online status), manage real-time conver...
ThoughtBuzz is a cloud based full stack social business platform that integrates social listening, social media marketing, social intelligence and social CRM. According to the vendor this solution is designed to help users drive a quick ROI with features such as one-click publish, an integrated d...
Sleek is a realtime social conversation management app.
Interactions Digital Roots collects conversations from across the web and not only captures keyword and sentiment analysis but also includes customer intent. The vendor says that this allows the platform to identify and route conversations in a precise and highly customizable way. Using Machine L...
Sentiment enables you to manage the opportunities and threats presented by social media with confidence. Our Cloud platform empowers better customer service, identifies potential new customers and delivers new insights into their behavior with powerful analytics. This brings comments about your c...
SentiOne is an AI-powered customer service automation platform. It consists of three modules: Listen, React, and Automate. Listen is a comprehensive social listening solution which monitors the entire public internet (including social media), utilising proprietary algorithms to generate insights ...
Copiny is an online community / forum platform purposed for customer support, feedback, and knowledge sharing, from the small Russian company of the same name.
eGain Corporation provides a suite of cloud-based sales and customer service software called the Customer Experience Hub (CEH), for managing interactions across web, social, and phone channels. The company was founded in 1997 and is headquartered in Sunnyvale, California.