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. Read more about the Top Rated criteria.
TrustMaps are two-dimensional charts that compare products based on trScore and research frequency by prospective buyers. Products must have 10 or more ratings to appear on this TrustMap.
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.
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.
(1-25 of 29) Sorted by Most Reviews
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…
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…
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…
The Socialbakers Suite, now from Astute (acquired September 2020) 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…
With Sprinklr’s Modern Care solution brands can proactively listen to customers across multiple channels, automatically route inbound messages to the right agent, quickly resolve customer issues using their full history and analyze overall performance of the care program in order…
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…
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…
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…
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.
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…
inSided is an enterprise-level community platform that integrates with a variety of business functions. The inSided platform is cloud-based and gives users a complete set of applications to build, integrate, and manage branded customer communities across digital touch points and…
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…
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,…
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.…
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…
