Compare the Top Social Media Customer Service Software in 2025
Social customer service software, also known as social media customer service software, enables businesses to provide customer service to customers and potential customers via social media platforms and social networks. These days, many customers will reach out to a brand or company on social media, rather than opening a ticket or contacting the company directly. Companies that can manage and respond to customer requests that come in from social media and social networks will be able to build a much happier customer base. Social customer service software offers a platform where brands can aggregate customer service requests and tickets, and respond from a single dashboard and push those responses out to the customer via Twitter, Facebook, Instagram, LinkedIn, and more. Here's a list of the best social customer service software:
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1
Zendesk
Zendesk
Zendesk is an AI-powered service solution that’s easy to set up, use, and scale. It works out-of-the-box and adapts quickly, enabling businesses to move faster. Built on billions of CX interactions, Zendesk AI supports the whole service journey—from self-service to agents to admins—helping teams resolve issues faster and operate efficiently at scale. Zendesk empowers agents with tools, insights, and context to deliver personalized service on any channel—social messaging, phone, or email. It unifies personalized conversations, omnichannel case management, AI workflows, automation, and a Marketplace of 1200+ apps. Easy to implement, it frees teams from relying on IT or costly partners. Serving over 130K global brands in 30+ languages, Zendesk simplifies business complexity to create meaningful customer connections. Headquartered in San Francisco, it operates worldwide.">
Starting Price: $25/agent/month -
2
LiveAgent
Quality Unit
LiveAgent is a comprehensive help desk and live chat software that streamlines all your customer interactions into an integrated, hybrid ticketing system where everything is easily accessible and manageable. LiveAgent harnesses the power of an universal inbox, real-time live chat and an autonomous AI chatbot, built-in call center, and robust customer self-service portal. A multitude of features, including advanced automation rules, tags, and 200+ integrations, creates powerful customer service software for businesses of all sizes. LiveAgent also boasts the fastest chat widget on the market. LiveAgent has served over 150 million end users worldwide, including companies like BMW, Yamaha, Huawei, and Oxford University. Join hundreds of satisfied LiveAgent clients in providing world-class customer service. Start your 30-day free trial, no credit card required.">
Starting Price: $15.00/month/user -
3
Freshdesk
Freshworks
Freshdesk is a cloud-based customer service software that helps businesses provide exceptional customer service across every customer touchpoint. With Freshdesk, businesses can: - Manage customer conversations across multiple channels such as email, phone, chat, social media, etc., from a unified view - Improve agent productivity with smart workflow automation rules - Deliver seamless self-service experiences with AI-powered chatbots and branded help centers - Monitor key performance metrics with advanced analytics and custom reports Over 50,000+ customers including Hugo Boss, Toshiba, Cisco, The Atlantic, Chargebee, Grofers, and PhonePe trust Freshdesk to help them provide faster customer service with ease.Starting Price: $15.00/month/user -
4
Lime Connect
Lime Connect
Lime Connect is the leading software solution for customer messaging and support automation in Germany. Receive messages from your website, WhatsApp or your preferred messaging channel in the Message Center. Within this central inbox, messages are enhanced using professional features such as live translations, file sharing, video calls etc. Lime Connect offers asynchronous messaging, ensuring you're always in touch with your visitors. No matter when they start a chat, they’ll receive an email notification with a link to your reply. With Lime Connect's AI Automation Hub, you can create AI chatbots, smart FAQ pages & interactive contact forms to automate your support. With our GPT-4 integration, the bot creatively combines answers from your knowledge base and provides customers with personalized answers. All AI Hub tools are connected to a central knowledge base that learns from each request. Lime Connect is developed and hosted in Germany, making it a GDPR-compliant softwareStarting Price: $90.00 per month -
5
Zoho Desk
Zoho
Instant responses for instant happiness. Respond to your customers the minute they reach out to you with Zoho Desk's embeddable chat widget. Zoho Desk's embeddable chat widgets let you be within arm's reach when customers can't find what they're looking for in your Help Center. Your customers can get in touch with your agents instantly, right from the Help Center, so your agents can respond and help them find answers faster. If a customer has an issue that requires more time and attention, agents can convert the chat conversation into a ticket, in a single click. This lets agents save all the context of the chat conversation, with no time lost. Leave your chat tickets to the trusted experts in your team. With Zoho Desk, you can assign tickets from various channels to specific agents or teams. This way, your agents can work more efficiently, and customer interactions are in safe hands.Starting Price: $12.00 per user per month -
6
ProProfs Help Desk
ProProfs
ProProfs Help Desk has been developed to cater to the ever-growing needs of the customer service industry. This tool enables agents to track user queries and requests effectively. This kind of issue tracking leads to faster ticket resolution. ProProfs Help Desk is a cloud-based ticketing system; best known for its “shared inbox” feature. Agents can view, access, and assign tickets to the concerned individual or, team while working on the collaborative email-like interface. Besides, managers can prioritize, label, and mark tickets that demand immediate attention and resolution. They can set up workflow rules around filters, priorities, and service level agreements.Starting Price: $15 per user per month -
7
Sprout Social
Sprout Social
Build and grow stronger relationships on social. Understand and reach your audience, engage your community and measure performance with the only all-in-one social media management platform built for connection. Sprout Social is proud to be a leader in usability, customer support and satisfaction, ROI and user adoption. Discover the most robust and cohesive social media business solution, built to scale. Uncover trends and actionable insights from social data to inform marketing and brand strategy. Plan, organize, schedule and deliver content as a team with cross-network social publishing. Streamline social monitoring and improve responsiveness with a unified inbox. Drive strategic decision making across the business with rich social data and dashboards. Real people, real brands, real connection. Customers share why they choose Sprout’s social media management software and solutions.Starting Price: $199/seat/month -
8
UseResponse
UseResponse
Highly customizable all-in-one Customer Support and Feedback Software available in SaaS and On-Premise. - Community Feedback Software Helps to collect, organize, manage incoming feedback and feature requests. Smart voting and the commenting system helps to get insights for creating product development roadmaps. -Help Desk with Ticketing Feature-rich ticketing help desk system allows you to manage tickets with the help of customizable statuses, tasks, private notes, comments, reports, and Kanban Boards. Smart system automation and notification rules allow to facilitate the workload on your support team and cut expenses. Insightful Reports and Analytics system help to estimate the efficiency of your support team and analyze your customers' experience. - Knowledge Base Software Improve customer self-service by organizing FAQs and documentation system around your products or services. Embed knowledge base widget on any page of your website, or in a Chatbot.Starting Price: $149.00/month/ 2 Agents -
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Awario
Awario
The web is talking about your business. Find these conversations and join in. Instant mentions from all around the Web and social media. At Awario, we want you to be the first to know when important conversations spark out online. Unlike other monitoring apps that rely on a single third-party data provider, we crawl over 13 billion web pages daily, in addition to the APIs. So when we say Awario is the most immediate way to learn about new mentions, we aren't messing around. Find important discussions, join them in real time, and spread the word about your product, service, or content across social and the Web to reach new audiences and trigger word-of-mouth marketing. Social media is full of invaluable market information and consumer intelligence - but it's also full of noise. Sieve out meaningful customer insights with Awario to understand your audience better and marketing campaigns.Starting Price: $39.00 per month -
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Crisp
Crisp
Give your customer messaging experience a human touch. Increase customer satisfaction using a live chat. Beyond chat software, Crisp simplifies your customer support by unifying all the channels of your customer relationship. Your customers benefit from an incredible shared inbox experience. Respond to your website visitors from one solution and reduce your costs thanks to our live chat app! Statistics show that website visitors who receive assistance through a chat are more likely to make a purchase. With our free chat solution, you can send automated messages that create a proactive customer service which converts visitors into opportunities. Think CRM software is about contact management? Think again. Crisp CRM has much more to offer than a simple CRM software. Crisp comes with dedicated features that will help small businesses to automates repetitive tasks to let them close more deals. Get more hot leads straight into your pipeline.Starting Price: $25.00 per month -
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Eclincher
Eclincher
Eclincher brings you an all-in-one social media management platform. Offering amazing features like: publishing and scheduling posts, reply to all interactions from one Inbox (social CRM), monitoring and listening feeds, auto publishing with smart queues, suggested content, advanced analytics reporting, post approval, team collaboration, and much more. Eclincher is ranked #1 ROI platform for social media management category. 100% Guaranteed to get your WOW reaction! Eclincher is integrated with Facebook, Instagram, Twitter, LinkedIn, Google My Business, YouTube, Pinterest, Google Analytics, Canva, Zendesk, and much more. Start your absolutely FREE TRIAL today.Starting Price: $59.00/month/user -
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inSided
inSided
inSided is the leading Community Platform for scaling Customer Success and Support. Reduce your churn rate, deflect calls and tickets and build better products with our Community, Knowledge Base, and In-Product Support products.Starting Price: $900 per month -
13
MyWiFi Networks
MyWiFi Networks
Sell and manage WiFi marketing solutions for local businesses. Supercharge guest WiFi with your own white label platform. Help brick-and-mortar locations capture social data, analyze visitor metrics and automate loyalty marketing using guest WiFi. From email marketing to social media ads, WiFi marketing helps you sell more of whatever you sell. Help local businesses collect guest data and run loyalty marketing campaigns. Add new recurring revenue streams to existing managed guest WiFi networks. Add WiFi marketing to your software bundles and suite of services. Upsell WiFi marketing to Internet subscribers and generate revenue. A lightweight and flexible API that integrates with any software platform. Generate more revenue with a built-in Ad Server for banners and video. Monetize your client’s guest WiFi and manage all customer interactions with your own brand, logo and domains.Starting Price: $99 per month -
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aiwifi
aiwifi
Transform your business WiFi into an automated data-enrichment, CX and analytics tool aligned with your business. Drive sales, get leads, automate surveys and customer experience tracking, enhance service, boost efficiency – all in one place. Turn your WiFi into a powerful marketing and CX tool. All from CX automation, surveys and customer data enrichment to robust reporting and analytics, our software solution is designed to make your business succeed. Decide what information is valuable from your guest and let Aiwifi collect the information in exchange for free WiFi. Turn each connection into valuable insights. Monitor your Net promoter score, create surveys and learn your customer interests by sharing your WiFi.Starting Price: $5.00 / Month / Location -
15
Brand24
Brand24
Brand24 is a media monitoring tool to identify and analyze online conversations about your brands, products, and competitors. Brand24 empowers its users to monitor their online reputation, prevent PR crises, track the results of their social media campaigns, boost their brand awareness, improve customers’ experience and find influencers. This tool collects all publicly available mentions in real-time and covers various sources, including social media platforms, podcasts, newsletters, news sites, blogs, forums, and more!Starting Price: $39.00/month -
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NapoleonCat
NapoleonCat
NapoleonCat is an all-in-one social media management and customer service platform trusted by brands in 60+ countries. Designed for businesses, agencies, and e-commerce teams, it centralizes communication across Facebook, Instagram, TikTok, LinkedIn, YouTube, Messenger, Google Reviews, and more. With AI-powered auto-moderation, spam and hate speech are removed instantly (even under ads) - protecting your brand and boosting ROI. Teams collaborate in one dashboard to manage messages, schedule and publish content, track performance, and generate executive-ready reports. Social CRM with built-in translation ensures personalized, multilingual support at scale. Secure access control, compliance with GDPR, and automation of repetitive tasks allow companies to serve more customers without expanding headcount. NapoleonCat helps you deliver fast, consistent, and measurable social media customer care while saving time and growing smarteStarting Price: $79.00/month -
17
Salesforce Service Cloud
Salesforce Service Cloud
Deliver better, more personalized customer support anywhere Salesforce Service Cloud. The world's most complete and #1 customer support application, Salesforce Service Cloud provides a wealth of features that enables businesses to provide support to customers over their favorite channel, whether phone, email, chat, and SMS messaging. Top features include lightning console, case management, omni routing, telephony integration, video chat, social customer service, and more.Starting Price: $75.00/month/user -
18
Engage
Engage Chat
How you treat your website visitors says a lot about your business. Do you give them a way to immediately reach out in an easy, friendly and personalized way? Our solution is different. We don’t do chatbots and neither do our clients. We offer unparalleled tools for building authentic, human relationships in the digital world. See what transparency and availability looks like in the modern organization. Maybe it’s just us, but we’ve never understood why some chat software is so darn expensive. Engage is incredibly affordable. Just $15/user/mo. ($0.50/day) for unlimited chat. We aspire to be the best ROI of any software product you use. Some of the most recognizable brands on the planet turn to Engage to power their website chat technology.Starting Price: $15 per user per month -
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ThinkOwl
ThinkOwl
ThinkOwl is your one-stop solution for customer support needs. Built on cloud architecture (SaaS), ThinkOwl features AI-powered tools that streamline workflows—from ticket management to client engagement. ThinkOwl's arsenal of potent solutions—OwlDesk, OwlForce, and ThinkOwl CONVERSATIONS—are designed to automate routine tasks, boost agent productivity, and enhance service efficiency. It offers the perfect blend of service desk features, conversational or generative AI, and an omnichannel communication environment. Its workflow automation, AI technology, and software integration capabilities are a real treat for digital communication. Additionally, ThinkOwl excels in data analysis, generating advanced reports that offer real-time insights into KPIs across topics, teams, and channels.Starting Price: $0 -
20
Blinger.io
Blinger
Omnichannel solution enabling companies to connect with their customers in all messaging apps and social networks, via live chat and e-mail. The problem with losing customers who left your site waiting for a consultation for too long has been solved. You don't incur extra costs besides the cost of internet connection when communicating in messaging apps and social networks, unlike telephony. Consultations in messaging apps and social networks happen faster, you can exchange media content, and do that wherever you are. The user base of messaging apps and social networks has already surpassed half of the world’s population count. We offer real time analytics to assess the amount of message requests, analyze agent groups, channels and each agent. Integrations with widely used helpdesk solutions and CRM, such as Salesforce CRM, Zendesk, Freshdesk, Kayako, Intercom, ELMA BPM, Bpm’online.Starting Price: $50.00/month/user -
21
ZoomSphere
MicroMedia
Manage all your social media accounts and platforms from one place like a pro! Six products cover all the needs of perfect communication, suitable for influencers, digital agencies and brands. It makes no difference if you are a solo freelancer or a part of a huge corporation. Managing digital marketing like a pro demands both a highly-organized tool and a simple, clear interface. You decide what features you need and ZoomSphere takes care of the rest of the work. Level up your work with a professional tool. Start with Publisher and add other Apps that suit your needs. And the budget! You can always add more as your list of clients grows. Every “in-house” marketing approach requires different features. Nevertheless, staying in contact with your customers, fans, or target audition is the key factor in any case. Make sure you don't miss a single mention.Starting Price: $89 per month -
22
hi.guru
hi.guru
We help you engage with your customers throughout their journey from sales to service, and support. Never miss an opportunity to connect, hi.guru is readily available for both web and mobile applications.Starting Price: $9 per user per month -
23
Juphy
Juphy
Social Inbox for Collaborative Teams. Manage all customer notifications and support requests in one place. Talk to your teammates over Juphy to deliver the fastest solution to your customers on all communication platforms. Your days of logging in and out, over and over again, are over! Manage all customer engagement in real time in one place, speeding up the customer support process. With a single click, quickly respond to direct messages, mentions, reviews and comments on Juphy's dashboard. The biggest problem that delays customer support is the poor internal communication. Communicating via email delays ticket resolution time by an average of 4 hours. Collaborate on tickets with a collaborative tool like Slack. Create your support team, set up permissions, assign and chat in real time on incoming messages or tickets.Starting Price: $39 per month -
24
Pubble
Pubble
Easy to Ask. Easy to Answer. Pubble is a customer support app that simplifies how teams communicate with their customers. Pubble brings real-time messaging to your website. This means that you can "live chat" with customers or reply when you are available. Pubble takes care of notifying your customers by push notification, email or SMS. The Pubblebot delivers instant answers to repetitive questions. Pubble's mobile apps enable you to reply to questions on the go or assign to your colleagues.Starting Price: €50 per month -
25
Vtiger Help Desk
Vtiger
Treat every customer like your first. Resolve more cases, improve support efficiency, and maximize customer satisfaction. Centralize your multi-channel support on a single platform. Fully automate case creation, assignment, and resolution process. Make it easy for team members to collaborate seamlessly to ensure quick case resolution. Turn frequently asked questions into knowledge base accessible on self service portal to reduce case volume and help your team focus on solving more complex problems. Use Vtiger’s help desk insights to get real time visibility into your team’s performance and make data driven decisions. Visualize the most important metrics such as case resolution time, team workload, customer satisfaction ratings and more to quickly identify bottlenecks and respond to them faster. Schedule reports to convert raw data into actionable insights and find quick solutions to common help desk issues.Starting Price: $10 per user per month -
26
Gladly
Gladly
Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences. Gladly was built for B2C leaders who refuse to compromise on operational efficiency or experience. With Gladly, every conversation feels uniquely tailored and instantly responsive, emotionally intelligent and operationally precise, deeply personal and effortlessly scalable. At the heart of our simply powerful platform is Gladly Customer AI —uniquely designed to maintain a single, continuous conversation across all channels while striking the perfect balance of technology and human connection. Gladly is the only CX platform designed to drive both radically personal experiences and real efficiency—without compromise. See a demo in action. -
27
SentiOne
SentiOne
Boost your customer service from social listening tool to AI conversational bots. Stay up-to-date with online listening and data analytics. Join discussions with online customer service integration. Enhance your customer service with multichannel AI automation. Monitor online discussions that matter to your brand. By finding truly relevant insights with AI-based online listening and data analysis engine, you can fully manage your online brand image. Integrate your social profiles within one online brand management tool. Engage in online discussions with current or potential customers across all web channels to increase customer satisfaction. Redefine customer experience with disruptive technology. Include AI conversational bots into your brand communication and exceed audience expectations.Starting Price: $299 per month -
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Help Sumo
Help Sumo
Help Sumo offers a 24/7 help center where your customers can answer their own questions – whenever, wherever. Build a rich and engaging knowledgebase that your customers find useful. Track what your customers are searching for through the help center. Find what’s working well and optimize your content based on the customers behavior. Build multiple help centers and customize each with unique content and branding. Transform your team to customer advocates, by providing everything they need to be proactive and deliver exceptional personalized customer service. With all your customer’s information readily available, reach out and support your customers before they come up with any issues. Maintain better customer service with best Help desk software.Starting Price: $14.99 per user per month -
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Webex Engage
Cisco
Engage more, react less Empower your contact center to support customer conversations on any channel. From voice to messaging apps, equip your agents with one interface to increase productivity and deliver the support your customers expect. Keep customers proactively informed. Provide self-care capabilities. Transfer conversations with full context to live agents when required. Integrate virtual customer agents into customer service operations to manage routine enquiries, offer self-service, and provide 24x7 assistance. Build an IVR journey that lets customers seamlessly transfer to a messaging channel where they can self-serve and chat with agents at their convenience. Some enquiries require instant attention. Identify complex and high-priority customer issues and seamlessly pass them directly to agents. Interactions are never fixed to one channel. Easily elevate a chat conversation to a phone call or a browser-based video call for instant support. -
30
DigitalGenius
DigitalGenius
With our always-evolving platform, you can leverage knowledge from the best ecommerce businesses in the world. Customer service is the biggest strategic differentiator for ecommerce businesses. Building a frictionless buyer journey is more important than ever, and having a bad one will cost you heavily. We are living in an experience economy where relationships with consumers matter the most. Deliver personalized multi-channel, multi-language customer service to your buyers: wherever they are, whenever they need you. DigitalGenius gives you the power to make your customer’s experience worthy of another visit with fast and accurate responses. Whether it’s about their order, product availability, store location, or even sizing – they’ll feel like they’re speaking to a real human! -
31
Coosto
Coosto
Get more results from social media. Publish, reply and analyze with ease. Schedule, publish and optimize your social media content more efficiently. Preview what your post will look like on desktop and mobile, so you can correct any errors right away. Use Post Approval and allow your colleagues to review a post to feel even more confident. Do you want to take it to the next level and improve your results? See which content contributes to your goals the most, using our 9 insightful metrics. Rescheduling the best performing posts is always just a mouse click away. Now that is what we call efficiency.Starting Price: $26 per month -
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CrowdControlHQ
CrowdControlHQ
Ensure the success of your sociam media marketing, customer service, and community engagement efforts with the help of CrowdControlHQ, the leading social media management and compliance platform in UK. CrowdControlHQ categorizes its tools into two: "Crowd" and "Control" features. Crowd features cover social media management, listening, analytics, collaboration, and engagement. Control features include advanced security, compliance, and brand protection tools. -
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LiveWorld
LiveWorld
Boost brand engagement in social media by tapping into loyal customers with authentic voices. Increase campaign performance and boost engagement with interactive content, eye-catching images and peer-to-peer conversations. Inject contextually relevant emotional arguments articulating the voices or rare diseases to HCP specialists with social media. Increase campaign performance and boost engagement with interactive content, eye-catching images and peer-to-peer conversations. Inject contextually relevant emotional arguments articulating the voices or rare diseases to HCP specialists with social media. -
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Socialbakers
Socialbakers
Unified Social Media Marketing Platform. Drive growth by understanding your audience, creating content they love, analyzing engagement and improving cross-channel care. No matter the size of your challenge, we have you completely covered. Socialbakers makes it easy to create and execute the perfect social media marketing strategy, from content planning to audience analytics to precision budgeting. From web to social media, understand who your actual audience personas are based on multichannel data. Our AI analyzes your first party-data and organizes it into personas with a single click. Reduce the cost and time spent on audience research. Instead of relying on expensive static surveys base your research on first-party digital data. The Socialbakers AI uncovers your audience interests and content preferences so you can tailor your campaign strategy perfectly, every time.Starting Price: $200 per month -
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Gnatta
Gnatta
But it could definitely be better. Ours is an industry that never stops changing; the goalposts keep moving. But, as a customer communication platform, we see it as our job to do the keeping up. That way, you get to focus on doing your job. New channels for customer service emerge every year and keeping up means constantly acquiring new software, training new teams, and adapting to new processes. You need a platform that will integrate with those channels and systems. Imagine a solution where each new channel slots in seamlessly with its predecessors. Customers expect conversations to be faster, more helpful and more informed than ever before. And it won’t stop here; the bar will keep moving with each retailer that meets and exceeds those expectations. Time-saving features, integrations, and automation are key to making sure you’re always as efficient as you can be.Starting Price: $150 per user per month -
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Deskero
Deskero
Through Deskero even the smallest team can quickly manage several different channels at the same time: from social networks to email. You can easily convert any request you get by email into a ticket, by importing subject, text and attachments. And you can automate the process in a snap, by using Deskero’s smart filtering options that automatically transform each imported email into a ticket with specific properties, and they assign it to the right agent through automated assignment rules. Deskero will help you keep your customer care efficient so that your agents stay productive and your clients become even happier! Collect feedback and requests directly from your own web page, WordPress or Magento site: you can quickly configure our widget and integrate it into your existing website, to provide an absolutely seamless customer care experience.Starting Price: $9 per user per month -
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eGain Solve
eGain
eGain Solve™ is the industry’s leading omnichannel customer engagement software suite. Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more. eGain Solve™ is the industry’s only unified customer engagement and knowledge management software suite. It consists of modular, best-of-breed applications built on a one-of-a-kind customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. Moreover, the web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities. -
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Customer Radar
Customer Radar
Make it easy for your customers to give feedback, Customer Radar can be delivered on the platform that best suits them, including email, text, online, and even printed on receipts. Review and analyze responses the moment you receive them on your live dashboard to create a direct connection from customer feedback to the way you operate day-to-day. Test, measure and inform your overall business strategy with actionable, up-to-date customer insights. Benchmarking data will also show you how you compare. Customer Radar makes it easy to hear the voice of your customer using smart NPS technology. The process is very simple – feedback about your company is taken quickly and easily, directly from your customers. Data such as your Net Promoter Score appears in your Dashboard as soon as it is collected, enabling you to act on it fast. Customer Radar connects with your customers wherever they are, email, text, online, and even printed on receipts. -
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Interactions Digital Roots
Interactions
With Interactions Digital Roots, you can easily monitor, measure, and engage with social media conversations about your brand from a single platform. By leveraging artificial intelligence, our system is able to deliver highly relevant customer conversations and insights from any source on the web. Unlike most traditional social listening and engagement tools that rely on user-generated rules and popular keywords to identify engagement opportunities, Digital Roots leverages artificial intelligence to comb through social conversations and find the most relevant posts. Our tool removes the need for manual searching, so that you can spend more time engaging with the right customers. And since we incorporate natural language processing and machine learning, our tool learns from what users are doing and gets smarter over time. -
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RelationDesk
RelationDesk
Publish, engage, and measure all from one social media platform. Facebook, Customer Chat, Instagram & Twitter: ONE platform for everything. In RelationDesk you can do the things you do on Facebook, but you can also keep track of exactly what is done and what team member did what. RelationDesk enables you and your team to always know exactly what to do. Be exceptional in social media. -
41
Lexer
Lexer
Lexer is the Customer Data & Experience Platform of choice for leading brands like Quiksilver, Igloo, Nine West, Rip Curl, Supergoop!, and more. As the only CDP built for retail, we help the world’s most iconic brands drive incremental sales from improved customer engagement. With one of the simplest onboarding processes in the industry, Lexer cleanses and combines data into an enriched single view of the customer with no heavy-lifting required from our customers. We unify data from any system and enrich it with AI-powered predictive analytics, third-party data, and targeted surveys. With CDP-powered insights fueling every use case, Lexer acts as the all-in-one hub for every customer-facing team—including marketing, ecommerce, retail and service. With a level of care and commitment unique in the SaaS industry, our Success team helps customers develop the technical know-how, process efficiencies, and transformational mindset they need to maximize Lexer’s value. -
42
Simplify360
Simplify360
Experience and build cross channel relationships and delight customers 50M transactions a month, 10M Bot interactions, 500M sites, 15+ key social networks, 5 key instant messengers – one unified digital engagement platform, and CX first! Our mission is to enable every organization on the planet to make their customers happier. Today, 70 of the world’s 100 most valuable brands agree that we are the secret sauce in creating epic customer experiences. Powering millions of conversation across all non-voice channels, SimplySocial allows for superior customer service with full omni-channel context. Powered by machine learning, superior AI both for agents and customer facing, we are at the cutting edge of conversation management. Simplify360 allows you to send responses, replies, publish messages on multiple messaging platforms like WhatsApp, WeChat, Line, Viber and SMS. Simplify360’s conversation cloud is your one-stop-shop for all non-voice customer service. -
43
Sparkcentral
Sparkcentral
Thought leaders in WhatsApp customer service. At Sparkcentral we enable leading innovative brands to improve their customer experience and increase their service operations efficiency. Our product roadmap is focused on being the leading provider of advanced customer service solutions on WhatsApp and other asynchronous messaging channels. Customer service SaaS platform for enterprises. Sparkcentral allows you to manage all your asynchronous messaging channels with human and virtual customer service agents. With a uniquely designed single workflow and performant user interface for your customer service team. The platform of choice for global brands who launch WhatsApp. Sparkcentral has become an industry thought-leader that is revolutionizing the way enterprises help and engage customers. Our goal is to inspire and enable amazing customer experiences, and we’re doing this by completely reimagining what enterprise customer service software should look like. -
44
easiware
Easiware
Become a love brand. Personalize your Customer Relations. An all-in-one platform with expert support to engage your customers and simplify your Customer Services and Marketing teams’ daily work load. Omnichannel solution for customer interaction management The future belongs to love brands, those that exist and those to become. We help them personalize customer relationship and provide a special touch to make them stand out. Each customer is a puzzle for your teams to solve. Piece together their profile in a blink! -
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Conversocial
Conversocial
Only messaging channels provide continuous, convenient, and persistent customer conversations. And only Conversocial gives your brand preemptive, one-to-one, and scalable conversational CX. Join the world’s leading brands who believe in the power of messaging. Use Conversocial to care for your customers. Increase brand loyalty and customer satisfaction by resolving service-related conversations effortlessly. Use Conversocial to acquire more customers. Drive commerce through care with unique and memorable customer experiences — driven by adaptive automation. Use Conversocial to engage more customers. Retain your customers with targeted messages and personalized customer experiences on messaging channels. Using Notify, one Conversocial partner initiated over 2.5 million two-way conversations with an average open rate of 78% and an engagement rate of 8%. -
46
Pagelanes
Pagelanes
Create content, assign editors and let your clients review drafts and finished work in a proper approval workflow. Our content calendar shows you what needs your attention and what’s happening with a single glance. No more chain e-mails, no more spreadsheets. Every interaction your fans have with your brand’s page will generate a ticket. Quickly assign incoming requests to your team members. Reply instantly or use a template for frequently asked questions. Helps teams to stay on top of everything so you can give your customers the support they deserve. With a simple calendar you can easily create, plan and publish your content to all your pages. It enables teams to quickly collaborate on postings and to see the status of every post. You want to create content for your pages. Create posts with text, links images, albums, milestones, tweets; just they way you’re used to. -
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Sprinklr
Sprinklr
The only platform for all digital customer experiences. Purpose-built to break down silos. Every day, thousands of the world's largest enterprises use Sprinklr to market, advertise, research, care, and engage consumers across 23 social channels, 11 messaging channels, chat, SMS, and email. Why move from fragmented point solutions to a purpose built platform that is unified? Leverage the ability to collaborate across teams and channels with a unified view of the customer, context and content to create better experiences for your customers. Listen to and learn from market, customer, and competitive insights – and take action in real-time. Stop guessing your brand equity metrics by gaining real-time understanding of brand awareness, product perception, customer loyalty, and user satisfaction. -
48
Sentiment
Sentiment
Sentiment Customer Service Messaging Platform. Your customers have questions, you are stretched. We can help you get back in front. Thousands of users from the worlds most innovative companies. You can handle all of your customer interactions through one unified inbox. Chat, Email, Social Media, reviews and Messaging conversations are all routed real-time and handled in one unique interface. AI based Bots take care of the repetitive questions leaving your agents with a unified inbox that has been designed for fast and reactive customer care. With the messaging first feel, gone are the old impersonal and transactional email and chat ticket systems. All channels become a messaging first experience, better for your customers and better for your team. Manage Social Messaging channels like Facebook and Twitter (public and private) , web chat, and Messenger channels like Line in shared inboxes, and automatically load balance conversations across your online team. -
49
PureSocial
Sixbell
Add social networks and digital messaging to your Genesys Contact Center. PureSocial is the cloud solution to enrich your Genesys contact center with a 100% omnichannel vision. By integrating social networks and digital messaging, you can expand the capabilities of your current Contact Center. Add powerful features to improve the experience of your customers and increase the productivity of your agents. With PureSocial you can incorporate Twitter, Facebook, Instagram, YouTube, Linkedin, Messenger, SMS and WhatsApp in less than 24 hours and only with a few clicks on your Genesys Cloud. -
50
Verint Social
Verint
When customers engage with your brand over social media channels, they now expect a response. But not just any response. A response that is timely, solves their issue in-channel and leaves them feeling content. Verint Social enables your brand to deliver social customer service – through personalized conversations, smart automation and actionable insights – across all major platforms. Our intelligent, rules-based routing system and prioritization engine ensure that relevant conversations – based on identity and full conversational context – are distributed to the best individual, team, or bot based on a fully customized workflow to maintain your service SLAs. Verint Social provides the unique ability to seamlessly integrate agent-assisted service and bot-based automation in a single conversation facilitated by smooth bi-directional handoffs with historical context that boost agency efficiency.
Guide to Social Customer Service Software
Social customer service software is a program that helps businesses manage their customer service inquiries and interactions. It enables companies to have more efficient, effective, and timely communication with customers by providing easy access to customer data and tracking conversations across multiple social media accounts. By using the software, businesses are able to respond quickly to customer inquiries, assign tasks to team members, troubleshoot problems faster, build better relationships with customers through personalized messages, and analyze customer feedback and sentiment data in order to identify problem areas or opportunities for improvement within the organization.
The software has various features designed to help companies provide better service and improve their overall customer experience. These features include automated message templates that enable quick responses based on a company’s specific support topics; intelligent routing which allows agents to prioritize messages based on urgency or importance; in-app chat integration so agents can easily converse with customers directly from the app; analytics tools that allow agents to gain insights into customer trends and behaviors; customizable reporting which allows teams to track agent performance over time; as well as AI-driven predictive analytics capabilities that can suggest potential solutions for common problems before they become major issues.
The social customer service software also offers integrations with popular apps such as Slack, Salesforce, Zendesk, Freshdesk, etc., so companies can connect their existing systems without having to reenter data manually. This makes it possible for them to access sales records, purchase history, etc., which could be helpful in providing tailored solutions for customers quicker than ever before. Furthermore, the software’s capability of integrating with third-party bots can assist companies to create conversation flows for natural language processing so that agents don’t have enter manually every single command or response.
Overall, social customer service software provides a comprehensive suite of tools designed specifically for managing online conversations between businesses and their customers in an efficient manner while delivering an exemplary experience along the way. It can significantly decrease wait times while increasing engagement rates due its range of features including automated message templates built around existing support topics; intelligent routing abilities tailored towards prioritizing messages accurately; integrated chat capabilities enabling direct conversing between agents & customers directly from the app itself and powerful analytics tools offering rich insights into customer behaviors over time all of which makes it easier for any business wanting to provide high-quality support regardless if it's done via email, web chat or any other medium of communication.
Social Customer Service Software Features
- Automated Response: Social customer service software typically provides automated responses to customer inquiries, which allows customers to get a fast response to their queries even when agents are unavailable. This feature can be used to provide assistance with simple queries such as product information or account details, and can also direct customers to more relevant resources if further assistance is needed.
- Ticket Management: Many social customer service solutions include ticketing systems that enable customer service teams to manage incoming requests in an organized way. Tickets can be assigned tags and labels so they can be easily tracked, and queues can be set up for different types of tickets – such as technical support queries or sales inquiries – for better organization.
- Self-Service Resources: Most social customer service software includes self-service knowledge bases or FAQs, which contain answers to commonly asked questions. These resources allow customers to find their own answers without having to wait for help from an agent. Furthermore, many social customer service solutions offer additional resources such as tutorials or how-to guides that customers may find useful.
- Agent Dashboard: Social customer service software typically provides comprehensive dashboards for agents that enable them to view all conversations in one place, access specific conversations quickly, and respond in real-time on multiple channels simultaneously via one central system. Agents also have access to powerful analytics tools that allow them to monitor performance metrics and identify trends/issues within the customer base.
- Multi-Channel Support: Many social media platforms have built-in chat functions that allow users to communicate directly with a business on the platform itself, but most social media customer service solutions also provide integration with other messaging services such as SMS, WhatsApp, Facebook Messenger and more. This enables customers who prefer these channels for communication (or those who may not have easy access) the ability to contact businesses directly via these services instead of needing an agent’s assistance when an issue arises.
What Types of Social Customer Service Software Are There?
- Web-Based Platforms: These are web-based software tools that allow customers to interact with a company's customer service team. They can be used to quickly access customer records, manage support tickets, and offer multiple self-help options to customers.
- Social Media Management Tools: These tools help companies monitor their social media channels and respond quickly to comments or questions from customers. They provide analytics about what topics are being discussed and allow for efficient communication between the company and its customers.
- Automated Chatbots: Automated chatbots are computer programs that use artificial intelligence (AI) to understand customer messages and respond appropriately. They can answer basic questions, provide product information, and direct customers to other resources as needed.
- Live Chat Systems: Live chat systems allow customers to communicate directly with representatives in real-time without having to wait on hold or send emails back and forth. They also provide analytics about various conversations so companies can measure the effectiveness of their customer service efforts.
- Knowledge Bases: Knowledge bases are databases of frequently asked questions (FAQs) and solutions that can be used by both customers and customer service personnel when responding to inquiries. Written tutorials, video guides, or audio recordings may also be included in the knowledge base in order to help guide users through a process or explain a concept more clearly.
Social Customer Service Software Advantages
- Automated Customer Care: Social customer service software can provide automated responses to customers, freeing up agents to focus on more complex tasks. Automated responses can be tailored to the customer's needs and concerns, providing a comprehensive and personalized experience for each individual.
- Increased Efficiency: By streamlining the customer service process, social customer service software can improve efficiency by allowing agents to quickly respond to inquiries and resolve issues in a timely fashion. This also allows customers to receive answers faster, leading them to have a better overall experience with your brand.
- Improved Brand Image: Social customer service software provides the opportunity for you to better manage your brand’s image online. It gives you the tools needed to quickly respond to negative comments or reviews in order to make sure that they are addressed and rectified as soon as possible. This will help keep your brand’s reputation intact while still providing excellent customer care services.
- Cost Savings: In addition to increasing efficiency, social customer service software can also save money in other areas such as recruitment costs, training expenses, technology investments and operational expenditures. By using these cost-saving strategies you can significantly reduce operational costs without sacrificing quality of care for your customers.
- Analytics & Metrics: One great benefit of using social customer service software is its ability to collect analytics about the conversations taking place between your team members and customers in real-time. You can track key metrics such as response times or resolution times which can give you an insight into how effective your customer care services are and point out areas that need improvement.
Who Uses Social Customer Service Software?
- Customers: Those who use the software to ask questions, submit complaints, or provide feedback.
- Agents: The employees responsible for providing customer service support via the software.
- Moderators/Admins: Those responsible for managing customer interactions, ensuring a safe and secure environment, and monitoring user activity on the platform.
- Analysts: Those tasked with analyzing data from customer interactions to improve customer experience.
- Supervisors: Senior personnel who oversee agents and take more complex tasks when necessary.
- Developers: Software architects who are responsible for configuring and optimizing social customer service software according to client needs.
- Stakeholders/Executives: Decision makers within an organization who need access to powerful insights into how customers interact with their brand online.
- Influencers: Key opinion leaders whose messages can help attract new customers or boost loyalty among existing ones.
How Much Does Social Customer Service Software Cost?
The cost of social customer service software varies widely depending on the features and functionality you are looking for. Generally, the cost of basic social customer service software starts at around $29 per month, but if you want more sophisticated features such as analytics, automated bots or integrations with existing solutions, this cost can range drastically into the hundreds or even thousands of dollars each month. Additionally, there may also be setup and implementation fees in order to ensure that your solution is up and running correctly. If customization is necessary to meet specific business needs, these costs can further increase.
When selecting a social customer service software solution it’s important to consider your budget and what type of feature set you need in order to effectively manage your customer service processes. It’s smart to compare solutions side by side before making a decision so that you can get the best value for your money. Additionally, ensure that any offers include all necessary features rather than opting for add-ons later on, as this can significantly increase costs over time.
What Software Can Integrate with Social Customer Service Software?
Social customer service software can integrate with a variety of different software types. These include email management software, customer relationship management (CRM) software, analytics and reporting tools, knowledge management platforms, and chatbot services. Email management software allows customer service teams to track incoming messages across various channels and prioritize urgent issues. A CRM system helps agents organize and store customer interaction data in a single platform for efficient reference. Analytics and reporting tools provide visibility into customer engagement metrics such as communication volume, response time analysis, or channel breakdowns to help inform strategies for improvement. Knowledge management platforms enable agents to quickly access an organized database of how-to information articles or FAQs to help them provide customers with accurate information in the most efficient manner possible. Chatbot services are AI-driven automated conversations that allow companies to respond to customers at any time of the day without the need for human attention. Integrating these types of software with social customer service systems provides valuable insights that can help teams better understand their customers' needs and improve their overall level of service.
Social Customer Service Software Trends
- Mobile-First Capabilities: Social customer service software is becoming increasingly mobile-friendly, allowing customers to access customer service from any device.
- Automated Responses: Automated responses are becoming more commonplace as companies look for ways to streamline their customer service operations.
- Natural Language Processing: AI and natural language processing (NLP) are being used to accurately interpret customer inquiries and provide appropriate responses.
- Self-Service Options: Many social customer service software solutions are offering self-service options that allow customers to find answers to their questions without the need to contact customer service representatives directly.
- Integrations and Connectivity: These software solutions are becoming increasingly interconnected, allowing customers to contact customer service through a variety of channels, including social media, chatbots, web forms, and more.
- Analytics and Insights: Companies are utilizing analytics and insights from social customer service software to identify trends in customer inquiries and better understand their customers.
- Customization: Social customer service software is becoming increasingly customizable, allowing companies to tailor their services to better meet their customers' needs.
How to Select the Right Social Customer Service Software
Utilize the tools given on this page to examine social customer service software in terms of price, features, integrations, user reviews, and more.
Selecting the right social customer service software can help businesses respond quickly to customer inquiries and ensure customer satisfaction. Here are some tips for choosing the right software:
- Identify your Goal: Before investing in any software, identify what you want it to achieve for your business. Do you need a platform that will automatically respond to customers or do you require manual handling? Knowing what you need the software to do helps narrow down your selection process.
- Learn About Features: Once you know what type of software suits your needs, research the features available on each one. Make sure the features match up with your goal and be aware of any additional capabilities that may be beneficial for future growth.
- Check Vendor Support: It's important to check how much support is offered by each vendor before making a final decision. Evaluate their response time and commitment to answering questions or resolving issues when they arise so that you can select a reliable vendor who will provide adequate support when needed.
- Compare Pricing: Compare pricing between vendors to find an affordable solution that meets all of your needs at a reasonable price point. Be aware of any hidden costs such as additional fees for add-ons or user licenses which may increase the overall cost significantly over time if not accounted for upfront when selecting a package.
- Review User Experience: Finally, review user experience ratings on websites like Capterra or G2 Crowd to get feedback from current users about the usability of the platform and any positive or negative experiences they have had with a particular vendor’s customer service offerings prior to making a purchase decision.