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Social Customer Service reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.

Best Social Customer Service Software for Medium-Sized Businesses

    Products classified in the overall Social Customer Service category are similar in many regards and help companies of all sizes solve their business problems. However, medium-sized business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Medium-Sized Business Social Customer Service to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Medium-Sized Business Social Customer Service category.

    In addition to qualifying for inclusion in the Social Customer Service Software category, to qualify for inclusion in the Medium-Sized Business Social Customer Service Software category, a product must have at least 10 reviews left by a reviewer from a medium-sized business.

    Top 10 Social Customer Service Software for Medium-Sized Businesses

    • Zendesk Support Suite
    • Freshdesk
    • Sprout Social
    • Zoho Desk
    • Reputation
    • Salesforce Digital Engagement
    • Front
    • LiveAgent
    • Gladly
    • Sprinklr Modern Engagement

    Compare Medium-Sized Business Social Customer Service Software

    G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.
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    (2,284)4.2 out of 5
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    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

    (2,348)4.4 out of 5
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    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

    (1,418)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.

    (2,768)4.4 out of 5
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    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.

    (558)4.4 out of 5
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    Reputation has changed the way companies improve their customer experience (CX) through customer feedback. Our platform translates vast amounts of solicited and unsolicited feedback data into insights that companies use to learn from and grow – including CX, Operations, and much more. We refer to this process as Reputation Experience Management, a category we created. Thousands of global organizations rely on the patented algorithms behind Reputation Score X™ to provide a reliable index of bra

    Engage customers at the right time across any digital channel — mobile messaging, web chat, social networks, and more — to provide a seamless service experience.

    (670)4.6 out of 5
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    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.

    (1,311)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,

    (55)4.6 out of 5
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    Entry Level Price:Free month / user

    Gladly is a radically personal customer service platform. Unlike legacy customer service platforms that are case centric, only Gladly is designed with people at the center and uniquely enables a single lifelong customer conversation across all channels. Gladly powers some of the most innovative consumer companies like JetBlue, JOANN, and TUMI to deliver exceptional customer experiences, increase contact center generated revenue by up to 10%, and cut technology costs by up to 40% by moving to an

    (700)4.0 out of 5
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    Sprinklr (@Sprinklr) is the world’s first Unified Front Office for Modern Channels. We help brands execute marketing, advertising, research, care and engagement initiatives across all modern channels. This includes: 23 social channels, 11 messaging channels and hundreds of millions of forums, blogs, review sites, and news sites. Sprinklr’s AI-based platform, with a unified codebase, is deployed as a single global instance for each customer in order to drive collaboration and reduce silos across

    (1,537)4.1 out of 5
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    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

    (97)4.5 out of 5

    (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

    (59)4.3 out of 5

    Sparkcentral is a cloud-based customer service platform that enables businesses to design, scale, manage, and optimize all customer conversations. Powered with automation, chatbots and designed for messaging at scale. From WhatsApp to Facebook Messenger and Twitter to businesses’ websites and mobile apps, Sparkcentral allows brands worldwide to reach and support customers at scale wherever and whenever they want. What differentiates Sparkcentral is that we truly understand the world of custome

    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

    (69)4.4 out of 5
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    Conversocial is the Conversational Customer Experience Platform for messaging. Tapping into the unique nature of messaging and voice channels, Conversocial powers conversational customer experiences for marketing, sales and customer service with a seamless, integrated solution for AI-driven bots and human agent-based customer engagement. Conversocial was named "Top 50 Innovative Companies to Watch for 2020" by The Silicon Review

    (45)4.1 out of 5

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

    (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

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    Check out the G2 Grid® for the top Social Customer Service Software products. G2 scores products and sellers based on reviews gathered from our user community, as well as data aggregated from online sources and social networks. Together, these scores are mapped on our proprietary G2 Grid®, which you can use to compare products, streamline the buying process, and quickly identify the best products based on the experiences of your peers.
    Leaders
    High Performers
    Contenders
    Niche
    Oracle
    Zendesk Support Suite
    Sprout Social
    Freshdesk
    SocialMiner
    Sprinklr Modern Engagement
    Conversocial
    Zoho Desk
    Clarabridge Engage
    Sparkcentral
    Reputation
    LiveAgent
    SF Service Cloud
    Front
    Re:amaze
    Gladly
    Salesforce Digital Engagement
    Sprinklr Modern Care
    Market Presence
    Satisfaction

    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.


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