Social Media Customer Service Software

TrustRadius Top Rated for 2023

Top Rated Products

(1-3 of 3)

1
Freshdesk

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

2
Desk.com (discontinued)

Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce, and oriented towards the needs of small businesses. It is no longer sold and support has been discontinued. Salesforce recommends its modern Service Cloud as a replacement.

3
Khoros Care

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…

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(1-25 of 38)

1
Hootsuite

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…

2
Freshdesk

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

3
Sprout Social

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,…

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4
Khoros Care

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…

5
Emplifi Social Marketing Cloud

Brands can use Emplifi Social Marketing Cloud to elevate their social media presence, engage with customers, and gather insights for real-time business decisions. With solutions covering content creation, scheduling and publishing, analytics, UGC, social listening, influencer marketing,…

6
Desk.com (discontinued)

Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce, and oriented towards the needs of small businesses. It is no longer sold and support has been discontinued. Salesforce recommends its modern Service Cloud as a replacement.

7
Sprinklr Service

Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights. Sprinklr Service – Enables customers…

8
Zoho Desk

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

9
Sparkcentral (discontinued)

Sparkcentral was a social customer care solution and cloud-based customer engagement platform that catered specifically to customer care teams within large enterprises, enabling them to deliver real-time social customer service. Sparkcentral was acquired by Hootsuite in January…

10
Brand Embassy (discontinued)

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…

11
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…

12
Engagor (discontinued)

Engagor was a Social Media Management platform with key features include monitoring of the social web, real-time customer engagement, workflow automation, analytics and reporting. The product was acquired by Clarabridge in 2015, and then Clarabridge was acquired by Qualtrics in October…

13
Brand24

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…

14
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…

15
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.

16
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…

17
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.

18
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…

19
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.

20
Chat Breezes

Streamlines social media conversations in a single, unified inbox. Main Features: Smart Inbox: Manages all social media DMs, comments, posts, reposts, and mentions in a unified social inbox.Message Thread: Shows chat history in a thread to keep conversations organized and easy to…

21
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…

22
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…

23
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…

24
Livecaller
0 reviews

LiveCaller is a solution that combines different communication channels (Chat, Call, Co-Browsing, Social Messaging Apps) into one platform. Web Chat - direct text communication with web visitorsWeb Call - direct voice communication with visitors to connect with customers over an…

25
DigitalGenius
0 reviews

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…

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.

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.

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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.