Social Media Customer Service Software
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Hootsuite is a social media management platform for building brand awareness, engaging with customers, and driving business results. Users can schedule posts across multiple social networks (including Instagram, TikTok, Twitter, Facebook, LinkedIn, Pinterest, and YouTube ), manage…
Sprout Social provides social media management, marketing, customer care, data and intelligence, and employee advocacy solutions for brands and agencies, including Ticketmaster, Chipotle, Grubhub, Subaru, and Zendesk. Sprout’s platform is used to simplify social publishing, engagement,…
Deskero is a social platform for customer support and ticketing. Businesses use Deskero to engage with customers and collect their questions from emails, chats, websites, and social networks.
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
Verint Messaging (formerly 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…
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…
Streamlines social media conversations and support requests in a single, shared inbox.
Main Features:
- Manage all social media DM’s, Facebook & Instagram Ads Comments, Google My Business Reviews in a shared, social inbox.
- Turn all social media conversations into customer support…
Brand24 is an AI-powered media monitoring tool that analyzes mentions and presents actionable insights.This tool is designed to keep track of online conversations about a brand, its products, and competitors.
It collects real-time data from millions of sources, including social media platforms (Facebook, Instagram, Twitter, Twitch, TikTok, Youtube, Telegram), podcasts, publicly available…
Front is a communication hub that helps businesses keep the human touch in every interaction.
BrandsEye is a South African reputation management and social media monitoring system competing with vendors like Trackur. BrandsEye scours the social web for mentions and uses crowdsourced analysis to judge sentiment.
Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables customer and agent experience across 30+ digital, social and voice channels, and delivers real-time insights.
- Enables customers to interact with a…
According to the vendor, DigitalGenius is the AI platform that puts contact centers on autopilot by und…
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…
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 Learning and Natu…
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,…
OnSite offers a suite of tools to provide customer support capabilities to ecommerce sellers on Amazon.
Simplify360 is a Social Business Intelligence company headquartered in Carrollton, Texas with global clients & operations. Simplify360 is an integrated enterprise solutions provider; offering Social Marketing Suite for agencies, Social Contact Center for BPOs and Social Command…
Cloodot is a customer experience management suite to manage chats and reviews from multiple online channels in one inbox.
Manage chats and reviews from multiple Google my business listings, Facebook pages, WhatsApp numbers, Google business messages listings, Websites etc.
Work together as a team…
PowerAdSpy is an ad intelligence platform designed for media buyers, advertisers, and ad agencies to gain an edge in their social media advertising campaigns. It provides access to ads across 10+ ad networks from more than 100 countries, allowing users to unravel competitors’ social…
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.
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Learn More About Social Media Customer Service Software
What is Social Media Customer Service Software?
Social media customer service is the practice of proactively listening for and responding to support issues on social channels. Social customer care has emerged as one of the most important ways in which social technology is used by companies. This has been driven by consumers who quickly discovered that the quickest route to a customer service response was not to call the company and open a support ticket, but to tweet an issue to the world. The very public nature of the grievance is almost certain to to elicit a very rapid response—certainly more rapid than more traditional channels. Some social media customer service solutions like Conversocial and Lithium Social Web specialize in this specific use case. In response, some platform vendors have started to add support functionality, including things like ticket routing, to their platforms.
How Social Media Customer Service Differs from Standard Customer Service
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.
Why Businesses Choose Social Media for Customer Support
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.
Social Media Customer Service Software Features & Capabilities
Analytics
One of the biggest selling points of social media customer service software is its ability to provide organizations with key insights on their customers. Components of analytics for this type of software include being able to not only measure the success of social media campaigns, but gather data on customer personas, use cases, and more.
Chat Bots
Not every social media customer service solution will feature the use of AI-powered customer support, but this is an increasingly popular capability. Businesses can employ the use of customer support bots via various channels to streamline customer support and provide on-demand and live assistance.
Organization & Management
Unified inboxes are a key component to this class of software. This allows social media and customer support managers to work together to streamline their approaches to customers via social networks. These features address concerns about having to manage responses to customers via dozens of different interfaces and platforms.
Scheduling & Publishing
Social media customer service solutions typically have features which allow administrators to plan and schedule social posts across various channels or social media platforms.
Social Media Customer Service Software Comparison
To compare different social media customer service solutions, consider these factors for each product offering, and make sure they have these capabilities:
- Allow for rapid, real-time responses from a unified platform.
- Notifications and alerts to address spikes in requests, but also to monitor sensitive social media situations.
- Intelligent AI, to manage personalization and minimize errors.
- Robust suite of analytics capabilities, to identify strengths, weaknesses, and opportunities for improving your brand's social media strategy.
Pricing
There are rudimentary social media marketing tools that are available for free, but may not be suitable for corporate use, and typically will not provide features that also support customer service. True social media customer service solutions typically start at around $99/mo and can range to as much as $400/mo for more advanced features and support for more social channels.