Best Social Customer Service Software

Social customer service software allows companies to reach out to customers and users via social media outlets. Social customer service solutions collect and organize mentions on such social media platforms as Twitter and Facebook, among others, and create tickets for support agents to best respond to mentions and provide proper service. These solutions are not only used by customer service teams, but are also utilized by marketing teams that can promote brand awareness and turn customer concerns into positive advertising to a large audience of social media users. Social customer service features are often provided by help desk software products, which collect customer inquiries from emails and specific user portals. Companies may use social customer service tools in conjunction with other social tools such as social media management, social media monitoring, and social media analytics tools.

To qualify for inclusion in the Social Customer Service category, a product must:

  • Collect a combination of customer or user inquiries from a variety of social networks
  • Provide a platform for support agents to directly respond to social media mentions
  • Assign request tickets to customer support agents as inquiries arise
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    Freshworks' cloud-based customer support software, Freshdesk, makes customer happiness refreshingly easy. With powerful features, an easy to use interface, and a freemium pricing model, Freshdesk enables companies of all sizes to provide a seamless multi-channel support experience across email, phone, web, chat, forums, social media, and mobile apps. Freshdesk’s capabilities include robust ticketing, SLA management, smart automations, intelligent reporting, and game mechanics to motivate agents.

    Salesforce Service Cloud
    (290)4.3 out of 5
    Optimized for quick response
    Optimized for quick response

    Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support, built on the company's CRM software for sales professionals. Service Cloud gives you a 360-degree view of your customers enabling you to deliver smarter, faster, and more personalized service. Salesforce is the leader for CRM customer engagement. With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform t

    Zendesk brings businesses and customers closer together. Zendesk is a customer service platform. It's designed for companies that want to create customer relationships that are more meaningful, personal, and productive. Zendesk helps companies provide great support and then mature with self-service and proactive engagement. Zendesk is the leading cloud-based customer service software solution trusted by more than 64,000 customers in 150 countries worldwide. Companies such as Groupon, Box, and

    Zoho Desk
    (318)4.4 out of 5
    Optimized for quick response
    Optimized for quick response

    Provide a great customer support experience with Zoho Desk. Prioritize, manage and close an ever-increasing volume of requests that reach your organization through a variety of channels. Build and publish a support knowledge base. Analyze and improve the performance of your customer support team. Zoho Desk is a flexible, Cloud-based help desk support software with Contextual AI that allows you to provide the support experience your customers deserve.

    Sprout Social offers social media management, engagement and analytics solutions for leading agencies and brands, including Edelman, GrubHub, Lowes Hotels, Uber and Zendesk. Available via web browser, iOS and Android apps, Sprout Social’s engagement platform enables brands to more effectively communicate on social channels, collaborate across teams and provide an exceptional customer experience. Sprout Social’s intuitive platform was designed with the user in mind, making it easy for anyone to p

    Sprinklr Modern Engagement
    (423)3.9 out of 5
    Optimized for quick response
    Optimized for quick response

    Sprinklr is the first unified customer experience management platform for the enterprise. We help the world’s largest brands reach, engage, and listen to their customers on Facebook, Twitter, and 23+ other social channels for the purposes of marketing, advertising, research, care, and commerce. Sprinklr does all of that on one unified platform, which integrates with legacy systems and allows siloed teams to collaborate to deliver a seamless experience to every one of their customers across any c

    LiveAgent helps businesses improve customer interactions across email, live chat, phone & social networks. Companies like BMW, Huawei, O2 or Forbesfone use LiveAgent to deliver customer wow to 150M end users worldwide. LiveAgent's biggest advantage is the ability to seamlessly combine all communication channels in one platform. Equip your team with LiveAgent's state of the art features and watch your customer satisfaction rates skyrocket. And remember, great customer service starts with be

    Front
    (79)4.7 out of 5
    Optimized for quick response
    Optimized for quick response

    Front is reinventing email for the way teams work. With new workflows, efficient collaboration, and all their communication channels in one place, nearly 5,000 businesses rely on their Front inbox to accomplish more as a team. Try Front for free at frontapp.com.

    Reputation.com
    (77)4.4 out of 5
    Optimized for quick response
    Optimized for quick response

    Reputation.com delivers the category-leading Online Reputation Management platform for large, multi-location enterprises. We help companies monitor and improve online ratings and reviews, improve customer experience, and drive traffic, visits and revenue.

    Clarabridge Engage
    (146)4.2 out of 5
    Optimized for quick response
    Optimized for quick response

    Clarabridge Engage, formerly CX Social, enables brands to provide the best customer experience possible by listening, connecting, engaging and helping their customers via digital and social channels. By ingesting data from sources such as Facebook, Twitter, Instagram, SMS, Email, WeChat, forums, blogs, and messaging apps like WhatsApp, Engage analyzes conversations using Clarabridge’s best-in-class text analytics engine. With Engage, companies can leverage a single solution to read and respond t

    Conversocial
    (63)4.5 out of 5
    Optimized for quick response
    Optimized for quick response

    Conversocial is transforming customer care in today’s mobile and social world through the power of Social Messaging. Using advancements in intelligent automation and the unique advantages of the Social Messaging channel, Conversocial helps companies to achieve hyperscale productivity and finally break free from the CX/Cost Equation - the forced compromise between great customer experiences and lowest cost to serve.

    Re:amaze
    (56)4.7 out of 5
    Optimized for quick response
    Optimized for quick response

    Re:amaze is a helpdesk and customer messaging platform designed for websites, stores, and apps. Use Re:amaze to provide exceptional customer support through live chat, email, social media, mobile SMS/MMS, and FAQ Knowledge Bases. Businesses of all shapes and sizes also rely on Re:amaze for sales and marketing automation using features such as Re:amaze Cues (a way to automatically message online customers), Re:amaze Live Dashboard (to monitor online customer activity in real time), and send custo

    eGain Communications Corporation provides cloud (or hosting) and on-site customer interaction software for sales and service. Products and Services eGain 10 Suite eGain 10 helps businesses engage, acquire, and serve customers through multiple interaction channels. It offers applications built on a one-of-a-kind customer interaction hub platform that provides 360-degree customer context and actionable knowledge to enhance every customer interaction. eGain 10 consists of: eGain Interactive Sal

    Brand Embassy is social customer service software designed to deliver human connections at scale. Brand Embassy makes customer service personal. We 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. Incoming requests and mentions from social media, blogs and website forms are unified in one beautiful dashboard and routed to the most relevant customer service agent.

    Oracle Service Cloud, part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. Oracle Service Cloud’s innovative approach is driven by knowledge, automation, and evolving customer interaction channels, simplifying every service experience for service administrators and customers alike. By helping to differentiate your organization's service experience, Oracle Service Cloud delivers measurab

    97% of Americans send a message at least once a day according to Pew Research, and 1.5 billion people around the globe send tens of billions of messages on WhatsApp alone - per day! Yet very few of those messages go to businesses… We aim to change that. Our mission at Sparkcentral is to Spark a Movement to connect businesses with customers through messaging, whether that’s on public (social) or private messaging channels (in-app, in-web, WhatsApp, Messenger, Twitter DM, SMS, ...) We are doing

    Social media customer care solution that helps your company respond to customers communicating through social media.

    Relay Network, designated a 2017 Gartner Cool Vendor in CRM Customer Service and Support, provides a mobile customer communications platform that instantly connects businesses with their customers for secure, immediate engagement. Using Relay’s award-winning platform, businesses can create, deliver, and automate guided service experiences that direct the right customer, through the right process, with the right tools – individually and at scale. The company’s enterprise clients across financial

    Percolate's complete web and mobile marketing software increases productivity, elevates your brand and helps you generate more sales. From governance, planning and content creation to audience acquisition, customer management and analytics, Percolate unites your brand, your data and your stories across every team, location, integrated system and customer interaction.

    Orlo is a complete online engagement ecosystem that enables hundreds of leading brands and thousands of users to be there instantly and effectively when their customers need them most, creating powerful customer experiences and positive emotions that influence behaviour, at scale. The Orlo ecosystem enables brands to move seamlessly across multiple online channels - just like customers do - turning your audience into advocates, social connections and web visitors into customers, and encourage t

    Khoros, formerly Spredfast + Lithium, is the leading customer engagement platform built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs and accelerating sales, loyalty, and innovation. With 2,000+ customers, including 52 of the Interbrand 100, and ten offices globally, Khoros powers approximately 500 milli

    Bridging the gap between Social Media & Customer Service

    HelpSocial web and mobile apps provide relevant information with the social feed so you can instantly recognize customers and quickly make the decisions needed to serve them best.

    NapoleonCat is a social customer care and marketing solution. It enables agencies, marketers and business owners to: - manage multiple social media channels - automate customer service - analyze marketing results - monitor and benchmark against competitors - collaborate within teams - automate reporting processes NapoleonCat currently integrates with Facebook, Messenger, Twitter, Instagram, LinkedIn, YouTube, and Pinterest. NapoleonCat.com was founded in December 2011 by Grzegorz Berezo

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