Top Free Social Customer Service Software

Check out our list of free Social Customer Service Software. Products featured on this list are the ones that offer a free trial version. As with most free versions, there are limitations, typically time or features.

If you'd like to see more products and to evaluate additional feature options, compare all Social Customer Service Software to ensure you get the right product.

(2,341)4.4 out of 5
Optimized for quick response
Entry Level Price:Free for UNLIMITED agents

Freshdesk is a cloud-based customer service software that enables businesses of all sizes to deliver stellar customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets you automate workflows, provide self-service, manage SLAs, and measure metrics, so you can stay on top of all things customer support. Freshdesk also offers out-of-the-box features like an AI-powered sup

Ayan B.
AB
1- The best software for integrations with other clients (example: JIRA, Salesforce) along with the automation features. 2 - The mobile app helps... Read review
Bapti Niloy B.
BB
This is one of the best authentic customer service software in my opinion. It also include a free trial. Whatever, this platform has a easy setup... Read review
(2,665)4.4 out of 5
Optimized for quick response
Entry Level Price:$0 for 3 agents

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.

Bryan B.
BB
It is easy to get started creating an organization and setting up a helpdesk. The system has many features and integration points. The price... Read review
Krishna M.
KM
easy set up and nice look and feel. nice gui Read review
(2,275)4.2 out of 5
Optimized for quick response

It can be complicated to provide support across channels — but your customers don’t need to know that. The Support Suite allows your business to have natural conversations with your customers, without letting them feel what’s going on behind the scenes. It’s sophisticated enough to meet complex needs, and simple enough to let you get up and running immediately. The Support Suite lets you have conversations with customers on any channel (email, chat, voice, and even social messaging apps like F

Chris R.
CR
Zendesk has been a great addition to our contact center. We have been using it for over three years and it has grown with us as our company has... Read review
Timothy B.
TB
We are early users of Zendesk Support so we have not had time to fully vet all the features. We selected Zendesk because it gives us the ability to... Read review
(1,414)4.3 out of 5
Entry Level Price:$99 month per user

Sprout Social’s all-in-one social management solution empowers our customers to do more with their social media strategy. Better connect with audiences, streamline publishing workflows, collaborate in real time and turn social data into meaningful insights—at scale.

JH
We love using the Smart Inbox feature! It allows us to closely monitor all messages and comments in one location. And having multiple campuses and... Read review
Zach M.
ZM
The user experience is well designed, adding additional profiles is a snap, and the interface and speed far outstrips every competitor I've ever... Read review
(1,308)4.5 out of 5
Entry Level Price:$0/mo Unlimited

LiveAgent boasts the fastest chat widget on the market and is the most reviewed and #1 rated live chat software for SMB in 2020. Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. LiveAgent is a fully-featured help desk software that helps you bring personalization to your customer interactions with an all-in-one help desk solution. LiveAgent harnesses the power of an omnichannel universal inbox, real-time live chat, built-in call center,

Caleb S.
CS
Overall ease of daily use, Our initial set up was simple, quick, and efficient. The Live Agent team Had us up and running in no time at all. The... Read review
AC
The ability to add and change tags makes working as a team during lock down and at home a lot easier Read review
(602)4.6 out of 5
Optimized for quick response
Entry Level Price:$9 per user/month

Front powers the heart of business — the meaningful connections between teams and customers that lead to lasting relationships. Bringing email and apps together in a collaborative customer communication platform, Front drives business impact by scaling the natural conversations that create customers for life. More than 6,000 businesses are using Front today to cultivate personalized customer relationships at scale and transform their work into impact. Learn more at frontapp.com.

AC
Front is a user-friendly platform with many great features. It gives our team the ability to share and track customer conversations, collaborate on... Read review
TR
It is a simple to use application with many great features. It gives our team the opportunity to share and track customer interactions, work on... Read review
(170)4.2 out of 5

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

Joe H.
JH
The reporting and analytics platform were great with accessing key metrics and making it relate to specific campaigns. Read review
AT
It's very user friendly management software for social media with more than expected features in it. Read review
(124)4.6 out of 5
Entry Level Price:$29 per agent / month

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, VOIP, 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 Chatbots, Re:amaze Live Dashboard (to monitor online customer activity in

AM
We are using Reamaze now for 5 years and despite myself having worked with multiple service solutions during the last 20 years of building Internet... Read review
UR
Shopify integration - saves so much time seeing all of our customers details in Re:Amaze and being able to action refunds, place orders,... Read review
(1,533)4.1 out of 5
Optimized for quick response

Today’s customers want faster, more responsive service across every channel on any device & they want it now. Salesforce Service Cloud helps small businesses scale & grow while building loyalty with every customer interaction. It helps deliver a smarter, more personal customer experience on a flexible, complete service platform. With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience. Co

PG
It is good CRM to comparing to other CRM. Performance is good. And reliability is also good. It is very secure. No neet to install anything. We can... Read review
UH
Salesforce CRM solution is extremely robust, fault tolerant and very intuitive to work on. Read review
(204)4.2 out of 5

Changing the way the world builds software, one organization at a time. The Pega Platform powers digital transformation by unifying leading artificial intelligence, intelligent automation, and customer engagement capabilities. Building an app, whether it’s simple or complex, shouldn’t be a struggle. Pega’s model-driven, unified approach delivers an enterprise-grade, agile application with a no-code authoring experience. Experience the simplicity and power of the Pega Platform today: https://

UB
ability to adjust codes to changing business environment. Excellent academy for learning and upgrades of skills Read review
CB
Pega offers various features like Customisable UI, powerful integration using open API, business user friendly with design once deploy anywhere,... Read review
(308)4.4 out of 5
Entry Level Price:Free

Userlike is the first and only live chat software to help your business win and nurture customers across messaging channels. Chat with your customers on your website, Facebook Messenger, WhatsApp, Telegram and SMS. Over 10,000 SMEs and leading businesses around the world such as Lufthansa, Porsche and more are creating long-term customer relationships with Userlike. Benefits: - Generate leads like never before. Your most valuable leads are the people who already reach out to you. Userlike is a

AA
There is a trial which not all websites have Read review
FJ
It enables me to chat with potential customers visiting out website in a supportive manner. It is very easy to use and includes useful tutorials to... Read review
(293)4.7 out of 5
Entry Level Price:$59 Monthly

eclincher platform is built for companies who are looking for an intuitive yet powerful solution to manage their brand reach, reputation and growth online. Popular features include: suggested content & free media assets, live inbox to interact across all channels / message types, post editing, scheduler & visual calendar, post boost, monitoring with live feeds, smart queues & auto posting, analytics & reports, team collaboration & workflows, mobile app. And, a 24/7 support th

Evan L.
EL
The community management piece and the ability to have everything you need for organic social under one roof. For the price, this gives you... Read review
Pavel G.
PG
It is very simple to use yet very comprehensive at the same time.You can schedule your post, review them, you can inspect your competitors. I... Read review
(53)4.8 out of 5
Entry Level Price:from $27 per month

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

AM
I value the most combination of intuitive interface, comprehensive analysis and help desk support. These are top three features to make Napoleon... Read review
AM
Support Price Analyze all post Good to benchmark Read review
(169)4.7 out of 5
Optimized for quick response

Statusbrew is a Social Media Management platform that enables everyone to discover and engage with their audiences. Trusted by over 16 million users worldwide, Statusbrew bridges the gap between businesses and customers while making it convenient for Enterprises, Agencies, SMBs & Individuals of every scale to be most efficient with their Social Media Management. Stay in full control of all your social profiles on Twitter, Instagram, Facebook and LinkedIn with the complete suite of Social Me

Sudhir S.
SS
Checking analytics of social media is easier than ever before. I really like how all the likes, comments, mentions or impressions for each post on... Read review
SS
Statusbrew is the best social media suite for me. Earlier, it used to take me days to schedule all of the social content for the multiple brands I... Read review
(15)4.9 out of 5

Customer Support & Helpdesk software used by 500+ businesses daily. Specifically designed for high-volume, high-growth businesses that want to grow customer service, without hiring more agents. Are your ticket volumes increasing and you don't want to hire more agents? Over 500+ Shopify stores have switched to Richpanel to scale their customer service. Customers have migrated from Zendesk, Gorgias, Live Chat, Helpscout & Freshdesk. What can you do with Richpanel? 1. Resolve up to 50%

Mark C.
MC
The team at Richpanel are super talented and helpful. They completely understand the challenges of an SME and work with you to deliver a successful... Read review
Hov M.
HM
From the product: Ease of use for the customer. Easy authentication, easy access to order and account info, and natural flow to self-resolve... Read review
(47)4.4 out of 5
Entry Level Price:$95 per month

Crisp is the ultimate all-in-one multichannel customer support platform that helps businesses connect instantly with their customers or leads who are waiting for support. With its quickly evolving set of tools, Crisp is leading businesses through the customer-driven revolution by using conversations to unlock hypergrowth. Customers use Crisp to provide a modern customers lifecycle experience for potential customers, generate more qualified leads, enhance customers help, improve customers satisf

Felix Y.
FY
Crisp is the center of our sales and support teams. All phone calls come in transcribed real time, sms messages, emails, and chats from our... Read review
David L.
DL
Used on two distinct companies, what I really like in Crisp is the level of reliability of the service, the overall interface & interface speed,... Read review

Browser-based software solution for customer communication via the most popular messaging apps: WhatsApp, Facebook Messenger, Apple Business Chat, Viber and Telegram. With our platform, you can resolve incoming customer inquiries over one central platform with an intuitive interface and automation options. Start reducing support costs, raise productivity, and increase your customer satisfaction.

DG
I am really happy that we found MessengerPeople as a communication platform. I worked with several partners before but nobody was able to build... Read review
AA
Its fast and easy to understand, Till date no other known problems to this. Read review
(6)4.6 out of 5
Entry Level Price:0$

Sentiment Omnichannel is the next generation Messaging platform for enterprise contact centers. Including ChatBot and dynamic Agent routing across over 15 channels such as Email, live chat, Social Media and Messaging Channels such as Facebook Messenger, Twitter, Instagram, Line and Whatsapp and more. Advanced workforce and agent performance metrics allow Sentiment.io to generate the greatest ROI of any solution of its type. https://www.sentiment.io

AM
While using, we found the onboarding process has been seamless and the integration with Intercom is flawless. Read review
KR
I like that Sentiment is real time, and the layout of the app is visually appealing. It is easy to use, and sometimes.. fun! Read review
(26)3.4 out of 5

Bold360 is the ultimate customer engagement solution delivering personalized interactions and the fastest time-to-value. Leveraging the power of AI, Bold360 helps personalize and enhance every engagement no matter where it takes place, allowing companies to deliver richer and more consistent customer experiences seamlessly across both AI and agent-based interactions. Bold360 delivers groundbreaking intelligence with out-of-the-box simplicity, allowing agents do what they do best – be human. For

TB
Bold360 provides both a downloadable desktop version in Boldchat which is their old platform and an online-based login where agents and supervisors... Read review
Richard M.
RM
This is software that really facilitates the location and tracking of chats which include information about customer inquiry, personal details,... Read review
(31)4.1 out of 5
Entry Level Price:$89 monthly

Awario is a social media & web monitoring tool that will help you track brand mentions, monitor competitors, find sales opportunities and influencers, and engage with your audience online.

JY
Unique and different from Hootsuite, etc. - specifically geared toward mention management. Read review
Kaitlyn L.
KL
Awario has great analytics - it shows mentions' locations, languages, sources, etc. It's easy to filter out unnecessary authors. In the end you... Read review
(19)4.7 out of 5
Entry Level Price:$39 per 2 agents, per month

UseResponse is a powerful Customer Service Suite that combines the functionality of omnichannel support ticketing center, feedback community forum, live chat with messengers, and knowledge base. UseResponse helps companies to empower their customer service by introducing better customer self-service with the help of smart automation, chatbots, public communities, and embeddable knowledge base functionality. The system can be used as SaaS & self-hosted solution with open code.

Geo L.
GL
UseResponse has been the selected product for our self serve support forum concept. They have delivered with great quality & service, and not to... Read review
Loveday A.
LA
The UseResponse System interface is highly customisable to Our needs, and it’s easier for Our Team to use Its Self-Service Community integration to... Read review
(3)4.5 out of 5
Entry Level Price:149 EUR

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 super collaborative to use. One of the USP's of ZoomSphere is that we do not require headcounts on how many users you have or how many profiles you connect or how many likes and followers you have on your

NJ
Most of the time we use Zoomsphere for post planning, editing of already planned posts, comparison with competitors, looking for statistics for... Read review
AM
I very appreciate publisher modul which allows me to communicate effectively with clients and team. Read review
(13)4.7 out of 5
Entry Level Price:$ 0

ProProfs Help Desk is a cloud-based customer support tool designed to help businesses build positive relationships with their customers. It provides a centralized information and support management dashboard, helping businesses handle their internal and external queries more efficiently. Key features of ProProfs Help Desk: Fast and effective ticket resolution ProProfs Help Desk plays a critical role in fast and effective ticket resolution, as tickets are assigned to the concerned individuals a

Briana P.
BP
I like to shared inbox so that it is not all falling on one person's plate of responsibility, instead any ticket can be viewed and resolved by... Read review
Cindy W.
CW
I like the ticket prioritizing of the platform to help identify most critical issues first that may effect business productivity. I also like the... Read review
0 ratings
Entry Level Price:$0 per month

5pillows is a web app to communicate with your customers through email and social media.

0 ratings

IMIchat is an AI-powered digital customer service software that consolidates the power of Omni-channel real-time agent chat, proactive customer communication & automated self-service to deliver exceptional customer care to your customers. IMIchat is a cloud based software that can be accessed by agents using a standard browser – without the need to install any software or plugin. It offers role based access control and has two key interfaces (Customer care console & Administrator consol

0 ratings

Inbenta, a global leader in artificial intelligence, utilizes patented natural language processing technology to provide a highly accurate search solution for customer support, e-commerce and chatbots. Inbenta's semantic search engine understands & delivers results based on the meaning behind customers’ search queries, not the individual keywords, leading to improved customer satisfaction, lower support costs and stronger ROI. The result: industry-leading 90%+ self-service rates.

0 ratings

NobelBiz’s OMNI+ software is a trailblazing solution for the Contact Center Industry. Thanks to its numerous functionalities, the software can be used by a large array of Contact Centers, all offers being tailored on the specific needs of customers. NobelBiz’s OMNI+ offers the following features: • Social Media integration for all popular channels (Facebook, Twitter, WhatsApp). • Support for all text-based platforms from web chat, email, and sms. • Complete voice solutio

0 ratings
Entry Level Price:€50 per month

Pubble is a messaging platform that simplifies how teams interact with their customers.

0 ratings

Artificial Intelligence + Helpdesk Software = Better Relationships. ThinkOwl is an artificial intelligence-based, helpdesk software that combines human and machine learning. ThinkOwl leverages your human resources to the max through intelligent automation. It empowers your organization to enhance customer experience and fly high, even with limited staff and resources.

(7)4.0 out of 5

Vtiger's Help Desk Edition helps small and medium-sized business support organizations provide better customer support. It consolidates and centralizes support requests from multiple channels (including email, calls, the customer portal, chat, and social media) by automatically transforming them into cases in its case management tool, linking to related CRM contacts, and correspondence, notes, projects and other related objects. This provides support agents with a comprehensive history of the

Mario D.
MD
What I like most about this software is that it has a trial version to test functionalities. Another feature of Vtiger is its ticket system, which... Read review

Top 10 Free Social Customer Service Software in 2021

  • Freshdesk
  • Zoho Desk
  • Zendesk Support Suite
  • Sprout Social
  • LiveAgent

Learn More About Social Customer Service Software

Why Use Social Customer Service Software?

Since more and more customers are choosing to interact with brands on social networks, social customer service can be a tool that is equally as important as standard customer service. Excellent customer service can create a positive brand image and de-escalate customer complaints. Some of the most applicable use cases for social customer service software include:

Customer loyalty — Social customer service software can help businesses retain customers and build customer loyalty by responding to customer inquiries across social channels. Customer service is a major contributing factor to customer retention and customer happiness.

Marketing intelligence — Understanding how consumers act on social media channels is a great way to gather market intelligence. If customers are complaining about an ongoing issue or if they are praising a certain product feature, this customer data can be a great starting point on how to build your marketing and development strategy.

Prevent customer calls — Customer service reps can handle a great deal more when they are responding to customer comments online rather than fielding countless customer phone calls. This saves companies plenty of time and potentially money, if your business decides to eliminate call centers altogether.

Who Uses Social Customer Service Software?

Social customer service software is leveraged extensively across all businesses, however some teams within companies tend to use the software more often. Those teams include:

Customer support — Social customer service is traditionally used as a means to manage customer complaints or questions. With this in mind, it should make sense that customer service and customer support teams are the ones that can benefit the most from this software. Social customer service software can automatically alert customer support reps when their brand is mentioned online, which helps speed up response times.

Marketing teams — Marketing teams can use social customer service software as a means of gathering valuable marketing material. If your brand or business is mentioned positively on social media, the marketing team can use this as a way to advertise how your brand is performing well. By the same token, if your company is quick to respond to any customer complaints, then your marketing team can use this as leverage to promote your active customer service reps. Lots of customer data can be pulled from actively monitoring and responding to customer complaints on social media.

What are the Common Features of Social Customer Service Software?

Live chatSome social customer service solutions provide users with a live chat function. This allows customer service agents to connect with customers through a messaging board and open up a conversation with a customer that is looking for support or is experiencing an issue with your product.

Ticket assignment — Social customer service software provides users with the ability to assign and schedule support tickets. This is a key function since it allows users to distribute work evenly and make sure that social media management is always getting covered.

Stored messages — Social customer service software often provides users with the ability to use canned responses and stored messages. These messages can automatically respond to certain customer complaints that contain specific keywords or phrases. This provides more automation in customer support and less time sifting through each complaint.

Post filtering — Social customer service software picks up on keywords that can automatically identify which customer support team should be responding to a certain comment. This filters social media posts and helps teams focus on the content that is most relevant to them.

Social listening — Social listening helps identify which customer comments require the most immediate attention. This helps teams focus on the most important content first and filter out the requests that can be dealt with on a rolling basis.

Reporting — Reporting tools allow users to create data-driven reports based on their interactions with customers on social media. This allows businesses to gather insights into how users are interacting with your brand or product. This data can then be presented to identify which areas must be improved.

Help deskHelp desk functionality provides a knowledge base or other support channel for employees to work together and find solutions for ongoing customer problems. This aids in employee-customer communication by providing canned answers and more support when dealing with complex customer issues.

IT service desk — Most social customer service solutions also provide help with technical issues that arise with using certain products. If certain customers are looking for technical expertise, then you can promptly respond via social customer service software and route it to a customer support team. This helps cover the technical issues rather than general customer complaints.


Potential Issues with Social Customer Service Software

Incorrect filtering — The main technological limitation of social customer service software is its inability to distinguish between customer conversations and real customer complaints. This leads to the software picking up plenty of social media posts that aren’t relevant to a customer service team.

Public conversation — A major issue with responding to customer complaints on social media is that it is done in a public forum. Customer service reps must understand the repercussions of negatively engaging in a public discussion with customers, especially if it gets combative. This can potentially look bad for companies, so make sure to understand this potential issue before engaging in a public discussion.