Social Media Customer Service Software

Social Media Customer Service Software Overview

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.

Top Rated Social Media Customer Service Products

TrustRadius Top Rated for 2022

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.

Videos for Social Media Customer Service Software

CRM Tutorial for Beginners: Social CRM
03:09
This video explores the importance of social CRM and how to properly utilize social media for customer relationship management.

Social Media Customer Service Software TrustMap

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 Products

(1-25 of 37) Sorted by Most Reviews

The list of products below is based purely on reviews (sorted from most to least). There is no paid placement and analyst opinions do not influence their rankings. Here is our Promise to Buyers to ensure information on our site is reliable, useful, and worthy of your trust.

Freshdesk
Customer Verified
Top Rated

Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver stellar customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk…

Key Features

  • Ticket creation and submission (72)
    90%
    9.0
  • Email support (71)
    90%
    9.0
  • Ticket response (72)
    90%
    9.0
Sprout Social

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…

Key Features

  • Twitter (56)
    89%
    8.9
  • Content planning and scheduling (56)
    88%
    8.8
  • Facebook (58)
    88%
    8.8
Khoros Care
Customer Verified
Top Rated

Khoros Care enables brands to serve their customers on their preferred digital channels, reducing costs and increasing customer satisfaction and revenue. It Offers:Web chat & messaging gives customers convenient, efficient channels to engage brands, while giving brands a single…

Desk.com
Customer Verified

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…

Emplifi Social Marketing Cloud

Socialbakers is now part of Emplifi. Socialbakers and Astute have joined together to become Emplifi, a unified customer experience (CX) platform that brings marketing, care and commerce together to empathize with customers throughout the customer journey. Find out more about Emplifi…

Sprinklr Modern Care

Modern Care is a digital-first, proactive customer experience solution that lets brands analyze billions of conversations in real-time. Sprinklr’s AI engine taps into conversations across chat, social, messaging, email, SMS, voice, and video to identify intent and sentiment, using…

Zoho Desk

Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.

Sparkcentral, by Hootsuite

Sparkcentral by Hootsuite is a social customer care solution that aims to let users keep a personal touch, as 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.…

Qualtrics Social Connect

Qualtrics Social Connect (formerly Clarabridge Engage, which was previously Engagor) is a Social Media Management platform. Its key features include monitoring of the social web, real-time customer engagement, workflow automation, analytics and reporting. The product was acquired…

Brand Embassy, now part of NICE inContact CXone

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…

Verint Messaging

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…

Brand24

Brand24 is a media monitoring app that allows users to identify and analyze online conversations about their brands, products, and competitors. Users can track and engage in online discussions relevant to their business. Brand24 gives users instant access to mentions about their…

Simplify360

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…

DataEQ

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.

NapoleonCat

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.

Coosto

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…

Comm100

Comm100 is a global provider of digital omnichannel customer engagement software for education, government and commercial organizations of all sizes. With Comm100, organizations can provide digital customer experiences through configurable, value-driven live chat, secure messaging,…

inSided Social Business Platform

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…

SoDash (discontinued)

SoDash was a SaaS based customer engagement management tool that used intelligent prioritisation and instant message routing across social channels to support businesses in providing customer service functions. The product is no longer available.

SentiOne

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…

Ameyo

Ameyo is an all-in-one software based communication solution that is designed to manage end-to-end customer journeys and consistently deliver exceptional customer experiences. According to the vendor, it is a powerful and highly flexible IP-based contact center software that lets…

eGain

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…

DigitalGenius

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…

ZoomSphere

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…

LiveWorld

LiveWorld headquartered in San Jose offers managed social media as well as social media customer service technology, and a chatbot building technology for social customer service.

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:

  1. Allow for rapid, real-time responses from a unified platform.
  2. Notifications and alerts to address spikes in requests, but also to monitor sensitive social media situations.
  3. Intelligent AI, to manage personalization and minimize errors.
  4. 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.

Social Media Customer Service Software Best Of Awards

The following Social Media Customer Service Software offer award-winning customer relationships, feature sets, and value for price. Learn more about our Summer Best Of Awards methodology here.

Best Of Summer 2022 Awards Winners for the Social Media Customer Service category. For Best Relationship, first place is Khoros Care. For Best Feature Set, first place is Khoros Care.

Related Categories

Frequently Asked Questions

What is social media customer service?

Social media customer service entails listening for and responding to support issues on social channels. This has emerged as one of the most important ways social technology gets leveraged by companies. Consumers find that the quickest route to customer service responses is no longer via traditional phone interactions. These solutions can route social media data into ticketing systems for companies.

How do companies use social media for customer service?

Simply put: by responding to customer inquiries via social media. Businesses can meet customers on the plane of social platforms where their customers are already congregated and conversing. Quick and effective replies on social channels can bolster your brand reputation.

How has social media changed customer service?

Social media makes companies more accessible to customers than ever, 24/7. Social media customer service has the potential for high return on investment, especially if you outsource social media management to a third-party company, or have employee(s) dedicated to content creation and account moderation. In fact, brands prioritizing customer interactions on social channels tend to be more profitable.