Best Social Media Customer Service Software11Hootsuite1https://media.trustradius.com/product-logos/1V/5D/82VTWIZC8WTT-180x180.JPEGSprout Social2https://media.trustradius.com/product-logos/9v/1D/UB2ZWQ2XJ8XW-180x180.PNGFreshdesk3https://media.trustradius.com/product-logos/2P/eF/O750T2T3N4XT-180x180.PNGKhoros Care (Formerly Spredfast + Lithium)4https://media.trustradius.com/product-logos/5Q/ko/ZO2515TZTGU2-180x180.PNGLiveAgent5https://media.trustradius.com/product-logos/Gr/uQ/I9PBIQE4WBPH-180x180.PNGSocialbakers Suite6https://media.trustradius.com/product-logos/uR/XF/0HHH097O3LJG-180x180.PNGDesk.com7https://media.trustradius.com/product-logos/qG/gi/7WB3BR71X9QK-180x180.PNGSparkcentral8https://media.trustradius.com/product-logos/ba/53/WEXN6FW55KD0-180x180.JPEGSprinklr Modern Care9https://media.trustradius.com/product-logos/jQ/qC/76E410UOZWOB-180x180.PNGBrand Embassy, now part of NICE inContact CXone10https://media.trustradius.com/vendor-logos/Pj/if/DA9TR3CME8QP-180x180.JPEGConversocial11https://media.trustradius.com/product-logos/cm/tK/A93TGOK6PMTQ-180x180.PNGBrand2412https://media.trustradius.com/vendor-logos/nG/tp/XND155RTWUTV-180x180.PNGZoho Desk13https://media.trustradius.com/product-logos/AN/5c/J9EQ47W4EVKH-180x180.PNGCoosto14https://media.trustradius.com/product-logos/vQ/aJ/TUSOD19IWJ0E-180x180.PNGSoDash15https://media.trustradius.com/product-logos/B1/sN/KDS2E52VV1A8-180x180.JPEGZoomSphere16https://media.trustradius.com/product-logos/CQ/QY/U04XD1448QA7-180x180.JPEGNapoleonCat17https://media.trustradius.com/product-logos/7H/VW/3V2LJOCGFSA0-180x180.JPEGDeskero18https://media.trustradius.com/vendor-logos/sy/zW/EENJJT08MUJ6.pngEngage Live Sales Dashboard19https://media.trustradius.com/vendor-logos/zT/AJ/6T83S5VN03V2-180x180.PNGThoughtBuzz20https://media.trustradius.com/vendor-logos/SV/mm/ZH36RKV6F7H6-180x180.JPEGSentiment21https://media.trustradius.com/product-logos/s4/kw/P3D77F5NVAFQ.pngDigitalGenius22https://media.trustradius.com/product-logos/PY/pb/CVMGT1ISCG5W-180x180.PNGeGain23https://media.trustradius.com/vendor-logos/uP/U8/CTQ2000O9D6R-180x180.JPEGSentiOne24https://media.trustradius.com/product-logos/UE/s0/QMBT8L4XKKQC-180x180.PNGCopiny25https://media.trustradius.com/product-logos/g6/G2/QO22PJOUH27F.png

Social Media Customer Service Software

Best Social Media Customer Service Software

TrustMaps are two-dimensional charts that compare products based on satisfaction ratings and research frequency by prospective buyers. Products must have 10 or more ratings to appear on this TrustMap.

Social Media Customer Service Software Overview

What is Social Customer Service?

Social customer service is the practice of proactively listening for and responding to support issues on social channels.

How does it Differ 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 is Social Media a Good Channel for 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 Products

Listings (1-25 of 29)

Hootsuite

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Top Rated
472 Ratings

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

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Top Rated
315 Ratings

Sprout Social provides social media management, marketing, customer care, data and intelligence, and employee advocacy solutions for leading brands and agencies, including Ticketmaster, Chipotle, Grubhub, Subaru, Zendesk and many more. Sprout’s platform is designed with ease of use in mind, simplify…

Freshdesk

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Top Rated
146 Ratings

Freshdesk is a SaaS based customer support software for businesses of all sizes. The vendor's value proposition is that Freshdesk is priced affordably, and is free forever for any number of agents. There are four other plans available that come with a whole lot of features. The vendor says Freshdes…

Khoros Care (Formerly Spredfast + Lithium)

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62 Ratings

Khoros Care enables clients to serve their customers on their digital channel of choice to boost customer satisfaction & reduce costs. It Offers: Messaging to serve more customers with the convenience of messaging & prove the impact to customer satisfaction. Give agents the ability to engage…

LiveAgent

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49 Ratings

LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. The vendor states users can increase productivity by taking advantage …

Socialbakers Suite is an AI-powered social media marketing suite. It is designed to enable marketers to understand their personas, gather market intelligence, find influencers, track online conversations, and measure marketing ROI in one place.Audiences & PersonasAI tools can segment the user's …

57 Ratings

Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce. It is no longer sold. Desk.com collects and organizes all of an organization’s customer conversations (Facebook, Twitter, Gmail, chat) into a prioritized actionable list, and gives business simple tools to effect…

23 Ratings

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 conve…

With Sprinklr Modern Care, brands have the ability to listen, route, resolve, and measure customer care issues in an integrated, cross-channel solution. Sprinklr Modern Care aims to help companies achieve the following: Quickly respond to customers and ensure customer satisfaction.Bring in messages…

14 Ratings

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 and…

19 Ratings

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 mentions…

4 Ratings

Coosto is a single solution for social media applications. Organizations can use this solution to monitor their brand and reputation, respond to questions from their customers, detect leads or plan and publish their social media content in 150 languages and 200 countries. The vendor says their user…

3 Ratings

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.

2 Ratings

ZoomSphere is a social media management platform that helps 7000+ customers across the world manage all their social media interactions including social listening, publishing and reporting. According to the vendor, ZoomSphere has been created keeping medium and scaling teams in mind making it super…

We don't have enough ratings and reviews to provide an overall score.

Deskero is a social platform for customer support and ticketing

We don't have enough ratings and reviews to provide an overall score.

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 conversat…

We don't have enough ratings and reviews to provide an overall score.

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 dash…

We don't have enough ratings and reviews to provide an overall score.

Sentiment is a cloud based social media customer service platform. Some key features include Social Media Publishing, Social Customer Engagement, Social CRM and Social Media Monitoring.

We don't have enough ratings and reviews to provide an overall score.

According to the vendor, DigitalGenius is the AI platform that puts contact centers on autopilot by understanding conversations, automating repetitive processes and delighting customers. The platform is powered by deep learning that understands customers’ objectives, then drives automated resolution…

We don't have enough ratings and reviews to provide an overall score.

eGain is a cloud-based customer engagement hub (CEH) used by contact centers to facilitate omnichannel sales and customer service. It includes call tracking, click to call, live chat and cobrowsing, social media customer service, email support ticket management, social offers, and a knowledgebase fo…

We don't have enough ratings and reviews to provide an overall score.

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 and…

We don't have enough ratings and reviews to provide an overall score.

Copiny is an online community / forum platform purposed for customer support, feedback, and knowledge sharing, from the small Russian company of the same name.

TrustRadius Top Rated for 2019

2019 Top Rated Social Media Customer Service Software

There are plenty of options out there, but here's our shortlist of the best Social Media Customer Service Software. These products won a Top Rated award for having excellent customer satisfaction ratings. The list is based purely on reviews; there is no paid placement, and analyst opinions do not influence the rankings. To qualify, a product must have 10 or more recent reviews and a trScore of 7.5 or higher, indicating above-average satisfaction for business technology. The products with the highest trScores appear first on the list. Read more about the Top Rated criteria.

Freshdesk

146 ratings

Sprout Social

315 ratings

Hootsuite

472 ratings