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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.
Sprout Social is a social media management platform for businesses. This platform powers smart social communication for leading brands around the world including Anthropologie, GrubHub, Hyatt, MailChimp, Spotify and Zipcar. Sprout Social is available via a web browser, iOS and Android apps. Spro...
Spredfast is a social media management platform. Key features include: Plan and Organize Social Campaigns, Manage Real-Time Engagement, and Learn and Prove Social Impact
Sprinklr is a platform that is designed to manage and enrich customer experiences across multiple social channels and websites. This solution addresses the need to manage the growing number of social channels and their expansive user bases that impact an organization.According to the vendor, orga...
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.
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 Fresh...
Lithium Social Media Management combines powerful publishing and response feature sets for social media marketing and customer service. Social Publishing Marketing users can sharpen their social strategy and publish better content with collaborative planning. According to the vendor, key benefi...
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 eff...
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...
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 social customer service software designed to deliver human connections at scale. The vendor aims to help companies with high volume social customer service demand prioritize and automate the right parts of the customer experience to create relationships built on human connections...
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...
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
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 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 u...
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 devices. inSided ...
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 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.
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 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...
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 resolut...
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 su...