# Best Social Customer Service Software - Page 3

## How Many Social Customer Service Software Products Does G2 Track?

**Total Products under this Category:** 132

### Category Stats (Jul 2026)

- **Average Rating:** 4.47/5 The average rating of products in this category, based on all submitted ratings
- **Top Trending Product:** treble.ai (+6.16%) - Among all products in this category, treble.ai recorded the largest rating increase compared to last month

_Last updated: July 27, 2026_

## How Does G2 Rank Social Customer Service Software Products?

**Why You Can Trust G2's Software Rankings:**

- 30 Analysts and Data Experts
- 64,100+ Authentic Reviews
- 132+ Products
- Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.

## G2 Grid® for Social Customer Service Software
 ![G2 Grid® for Social Customer Service Software plotting products by satisfaction and market presence](https://www.g2.com/categories/social-customer-service/grids.png?focus%5B%5D=678&focus%5B%5D=574&focus%5B%5D=2743&focus%5B%5D=5494&focus%5B%5D=4177&focus%5B%5D=58172&focus%5B%5D=748&focus%5B%5D=4215)

Highlighted products: Sprout Social, Zendesk for Customer Service, Zoho Desk, Agentforce Service (formerly Salesforce Service Cloud), Reputation, Sprinklr Service, Freshdesk, and Genesys Cloud CX.

Underlying data: [Grid® JSON](https://www.g2.com/categories/social-customer-service/grids.json?focus%5B%5D=sprout-social&focus%5B%5D=zendesk-for-customer-service&focus%5B%5D=zoho-desk&focus%5B%5D=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=reputation&focus%5B%5D=sprinklr-service&focus%5B%5D=freshdesk&focus%5B%5D=genesys-cloud-cx)

**Sponsored**

### Apollo.io

Apollo.io is an AI-powered go-to-market (GTM) platform that helps revenue teams find, engage, and manage B2B buyers across the entire sales cycle. Apollo.io is the company behind the industry’s first fully agentic GTM platform, transforming how revenue teams execute. Going beyond automation, Apollo’s intelligent agents actively drive results across the entire sales funnel – from prospecting to deal management – all in one place. Trusted by millions of users and hundreds of thousands of companies – including Anthropic, Autodesk, and Docusign – Apollo is making world-class go-to-market simple, intelligent, and accessible for all. Apollo serves sales development representatives, account executives, sales leaders, revenue operations, and marketing teams at B2B organizations of various sizes. Teams use Apollo to build and maintain target account lists, orchestrate outbound and inbound motions, manage opportunities, and understand which activities lead to qualified pipeline and closed revenue. Key capabilities include: Data and targeting: Access to a large B2B database with company and contact details, including firmographic, technographic, and buyer signal data, so users can define ideal customer profiles and create precise segments for outreach. Prospecting and enrichment: Tools to search, filter, and save prospect lists, plus enrichment workflows that keep contact and account records up to date in Apollo and connected systems such as CRM. Sales engagement: Multi-step, multi-channel sequences for email, calls, and tasks that standardize how reps follow up with prospects, with controls for timing, throttling, and deliverability. Agentic and AI-assisted workflows: Intelligent agents and AI features that help with account research, lead scoring, message generation, and next-step recommendations so reps can prioritize and personalize at scale. Deal and activity management: Basic CRM-style functionality for tracking opportunities, stages, activities, and notes, giving teams a single view of pipeline health and sales performance. By combining data, engagement, and deal execution in one platform, Apollo is designed to reduce the number of disconnected tools in a typical GTM stack and provide a consistent workflow for building pipeline and managing deals. This helps organizations improve data quality, increase seller productivity, and run more structured, measurable go-to-market programs.

[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=479&secure%5Bchosen_at%5D=2026-07-29T12%3A17%3A54Z&secure%5Bdisplayable_resource_id%5D=628&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=retargeted_product&secure%5Bplacement_resource_ids%5D%5B%5D=19743&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=19743&secure%5Bresource_id%5D=479&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fsocial-customer-service%3Fpage%3D3&secure%5Btoken%5D=43f291e67bbbaeb7b58ca4edc43b3c44f6a009a638df44d61b765ff4267939bc&secure%5Burl%5D=https%3A%2F%2Fwww.apollo.io%2Fdemo%3Futm_source%3Dg2%26utm_medium%3Dcpc%26utm_campaign%3DG2Clicks%26utm_content%3Dtopic%26utm_term%3Doutboundcalltracking&secure%5Burl_type%5D=custom_url)

### [Chatdesk Teams](https://www.g2.com/products/chatdesk-teams/reviews)

Companies who integrate Chatdesk with their helpdesk see the following impact: 90+ NPS score for Chatdesk Teams 15%+ Increase in conversion on social media Response times in under 90 minutes \> Fluent in your brand response from day one. Chatdesk identifies passionate fans of your company and trains them to respond with your brand’s exact voice and policies. The result? A dedicated team of US-based CX experts able to deliver perfectly on-brand, personalized responses across your social and support channels. Your CX experts are also backed by Chatdesk’s patented BrandScript technology, a predictive text engine that helps ensure every response is perfectly on brand. \> On-Demand US-based experts to Coverage for When You Need it Most. Enjoy all the benefits of a fully managed service. Your team of US-based CX experts is hired, scheduled, onboarded, and entirely managed by us. It’s 24/7, high-quality coverage with cost-effective pay-per-ticket pricing. \> Consistent Coverage, Pay per ticket pricing No annual contract needed Scale up or down monthly Depending on the plan you choose, the price per resolved ticket ranges from $1.95 - $2.50 per ticket. \> Fully managed service - no onboarding or training time needed Allow our CX experts to resolve your trickiest tickets with ease. You get a Client Success Manager who you can Slack or email etc. \> Features you'll love: 24/7 Coverage One-click onboarding Secure, private, and always compliant Moderation of spam and negative comments

**Average Rating:** 4.8/5.0

**Total Reviews:** 12

#### How Do G2 Users Rate Chatdesk Teams?

- **Visitor Activity:** 7.9/10 (Category avg: 8.4/10)
- **Mentions:** 9.3/10 (Category avg: 8.5/10)
- **Reporting:** 9.0/10 (Category avg: 8.4/10)

#### Who Is the Company Behind Chatdesk Teams?

- **Seller:** [Chatdesk](https://www.g2.com/sellers/chatdesk)
- **Year Founded:** 2016
- **HQ Location:** New York, NY
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=ae13e554818785f9c0a92a4e370e0f9bb629df182bb9fefbe8c3830f796cb960&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fchatdesk%2F&secure%5Burl_type%5D=linkedin_company_website)  
180 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 54% Small, 23% Large

#### What Do G2 Reviewers Say About Chatdesk Teams?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **proactive and helpful customer support** that ensures seamless communication and positive interactions.
- Users find the **easy setup** of Chatdesk Teams effective, as support guides them through integrations seamlessly.
- Users value the **proactive support and seamless communication** from Chatdesk Teams, ensuring effective customer care and integration.

##### Cons

- Users note a **small learning curve** as the team adapts to the brand voice, which can delay support initially.

#### What Are Recent G2 Reviews of Chatdesk Teams?

**["Beverlin Hills x Chatdesk: A dependable Customer Support partner for our growing brand"](https://www.g2.com/survey_responses/chatdesk-teams-review-11657708)**

**Rating:** 5.0/5.0 stars

_— Matthew P._

[Read full review](https://www.g2.com/survey_responses/chatdesk-teams-review-11657708)

**["Review for Chatdesk Teams"](https://www.g2.com/survey_responses/chatdesk-teams-review-7753334)**

**Rating:** 5.0/5.0 stars

_— Estefani V._

[Read full review](https://www.g2.com/survey_responses/chatdesk-teams-review-7753334)

#### What Are G2 Users Discussing About Chatdesk Teams?

- [What does Chatdesk Teams do?](https://www.g2.com/discussions/what-does-chatdesk-teams-do)
- [What is the use of Chatdesk Teams?](https://www.g2.com/discussions/what-is-the-use-of-chatdesk-teams)
- [How does chatdesk work?](https://www.g2.com/discussions/how-does-chatdesk-work)

### [Helpwise](https://www.g2.com/products/helpwise/reviews)

Helpwise is an easy to setup customer service platform that empowers customer facing teams to drive revenue for businesses. The all-in-one platform streamlines customer conversations across various channels, including email, SMS, calls, social media, and live chat. Helpwise eliminates the need for shared logins and passwords, allowing your team to establish individual accountability. Collaborate easily on customer conversations by leaving notes or sharing drafts. Use self-service features such as help center and chatbots to reduce inbound customer queries and promote a culture of self serve among your customers. Setup Automation rules to reduce manual tasks and boost agent productivity. You can also gain insights into team productivity and CSAT with reporting & analytics. Helpwise integrates with 50+ tools so that the agents can have complete context about customers within the conversation.

**Average Rating:** 4.6/5.0

**Total Reviews:** 178

#### How Do G2 Users Rate Helpwise?

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10)
- **Visitor Activity:** 9.3/10 (Category avg: 8.4/10)
- **Mentions:** 9.8/10 (Category avg: 8.5/10)
- **Reporting:** 9.5/10 (Category avg: 8.4/10)

#### Who Is the Company Behind Helpwise?

- **Seller:** [Saas Labs](https://www.g2.com/sellers/saas-labs)
- **Year Founded:** 2016
- **HQ Location:** Palo Alto, California
- **Twitter:** @saas\_labs  
319 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=09cee811816c94d65e7739f2d391c244b66232e5e00dc8510ca60d3f50280d8e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F10436435%2F&secure%5Burl_type%5D=linkedin_company_website)  
416 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** CEO, Owner
- **Top Industries:** Marketing and Advertising, Computer Software
- **Company Size:** 90% Small, 10% Medium

#### What Do G2 Reviewers Say About Helpwise?

_AI-generated summary from verified user reviews_

##### Pros

- Users commend the **exceptional customer management** of Helpwise, appreciating helpful support and reliable assistance.
- Users commend the **excellent customer support** at Helpwise, highlighting patience and effective problem-solving assistance.
- Users commend the **easy access** to Helpwise support, ensuring seamless problem resolution and user satisfaction.
- Users find Helpwise's **patient and supportive technical assistance** invaluable for effective problem resolution and customer satisfaction.
- Users appreciate the **excellent platform usability** of Helpwise, making it a reliable choice for years.

#### What Are Recent G2 Reviews of Helpwise?

**["Keeps us organized and scaling simple!"](https://www.g2.com/survey_responses/helpwise-review-11420873)**

**Rating:** 5.0/5.0 stars

_— Verified User in Accounting_

[Read full review](https://www.g2.com/survey_responses/helpwise-review-11420873)

**["Excellent support and tool"](https://www.g2.com/survey_responses/helpwise-review-10941310)**

**Rating:** 5.0/5.0 stars

_— Julio César L._

[Read full review](https://www.g2.com/survey_responses/helpwise-review-10941310)

#### What Are G2 Users Discussing About Helpwise?

- [What is Helpwise used for?](https://www.g2.com/discussions/helpwise-what-is-helpwise-used-for) - 1 comment
- [What is Helpwise used for?](https://www.g2.com/discussions/what-is-helpwise-used-for)

### [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews)

HappyFox Help Desk is a comprehensive support and ticket management platform that consolidates customer and internal queries from multiple channels, including email, chat, and web portals. With a user-friendly interface, robust automation, and advanced reporting capabilities, it enhances response times and customer satisfaction. Trusted by over 12,000 companies in 70+ countries, HappyFox serves diverse industries such as education, IT, media, e-commerce, retail, manufacturing, non-profit, and government, ensuring seamless support operations across various sectors. HappyFox Help Desk is designed to deliver seamless support through omnichannel ticketing, which consolidates customer interactions into a single, unified interface. It offers efficient ticket management with customizable statuses and queues, enhanced team collaboration with private notes and task management, and powerful automation tools to streamline routine tasks. These features make it ideal for businesses of all sizes, as well as internal teams such as Facilities, IT, and HR, ensuring a productive and organized help desk environment. Enterprises choose HappyFox for its tailored solutions and comprehensive tech stack, which includes smart automation, SLA management, real-time reporting, and a robust knowledge base. Our consultative approach ensures customized solutions that fit unique requirements, supported by a dedicated expert team for rapid issue resolution. HappyFox's extensive knowledge base and seamless integrations with enterprise tools enable effortless implementation and scalability, making it the preferred choice for enterprises looking to enhance their support operations and achieve higher efficiency and customer satisfaction.

**Average Rating:** 4.5/5.0

**Total Reviews:** 137

#### How Do G2 Users Rate HappyFox Help Desk?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)

#### Who Is the Company Behind HappyFox Help Desk?

- **Seller:** [HappyFox Inc.](https://www.g2.com/sellers/happyfox-inc)
- **Year Founded:** 2011
- **HQ Location:** Irvine, California
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e8a383dede139f7698b8b70618a55399c049f045e236ab674f639904da325ca6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F3190470%2F&secure%5Burl_type%5D=linkedin_company_website)  
147 employees on LinkedIn®
- **Phone:** +1 (949) 535-2220

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 42% Medium, 39% Small

#### What Do G2 Reviewers Say About HappyFox Help Desk?

_AI-generated summary from verified user reviews_

##### Pros

- Users find HappyFox Help Desk to be **easy and intuitive to use** , enhancing their overall experience with efficient ticket management.
- Users praise the **responsive customer support** of HappyFox Help Desk, highlighting their friendly and helpful assistance.
- Users commend HappyFox Help Desk for its **automation capabilities** , enhancing ease of ticket management and customer support efficiency.
- Users find the **easy setup** of HappyFox Help Desk to be intuitive and user-friendly, enhancing their overall experience.
- Users highlight the **efficiency** of HappyFox Help Desk, enhancing productivity and simplifying client interactions for teams.

##### Cons

- Users often face **call functionality issues** , experiencing difficulties when trying to CC others and viewing their tickets.
- Users find the **complex usability** of HappyFox Help Desk challenging compared to their previous GSuite Help Desk.
- Users wish for more **flexibility in features** and a lower price point to accommodate larger teams.
- Users feel the **email management issues** hinder effective ticket routing and create confusion with notifications.
- Users feel the **pricing is steep** , limiting accessibility and flexibility for larger teams within HappyFox Help Desk.

#### What Are Recent G2 Reviews of HappyFox Help Desk?

**["Excellent tool for managing insurance queries, keeping a check on timeline and responding quickly."](https://www.g2.com/survey_responses/happyfox-help-desk-review-11735735)**

**Rating:** 5.0/5.0 stars

_— Verified User in Hospital & Health Care_

[Read full review](https://www.g2.com/survey_responses/happyfox-help-desk-review-11735735)

**["Simple and effective customer support"](https://www.g2.com/survey_responses/happyfox-help-desk-review-11461071)**

**Rating:** 4.5/5.0 stars

_— Jorge R._

[Read full review](https://www.g2.com/survey_responses/happyfox-help-desk-review-11461071)

#### What Are G2 Users Discussing About HappyFox Help Desk?

- [What is HappyFox Help Desk used for?](https://www.g2.com/discussions/what-is-happyfox-help-desk-used-for)
- [How much does HappyFox cost?](https://www.g2.com/discussions/how-much-does-happyfox-cost)
- [What is a help desk ticket?](https://www.g2.com/discussions/what-is-a-help-desk-ticket)
- [What is the basic function of a help desk?](https://www.g2.com/discussions/what-is-the-basic-function-of-a-help-desk)
- [What is HappyFox?](https://www.g2.com/discussions/what-is-happyfox)

### [NapoleonCat.com](https://www.g2.com/products/napoleoncat-com/reviews)

NapoleonCat is a social media management platform designed to help businesses, agencies, and e-commerce brands streamline their social media workflows, boost engagement, and improve customer experience. Powered by AI, NapoleonCat enables users to manage multiple social media channels in one place, including Facebook, Instagram, X (formerly Twitter), LinkedIn, TikTok, YouTube, and Google Business Profiles. With its core focus on Social Inbox, automated moderation (spam and hate speech removal, FAQ autoresponse), engagement tools, Social CRM, and sentiment analysis, NapoleonCat helps brands build stronger customer relationships, respond faster, and protect their reputation. These strategic features make social media care central to business growth. Complementary capabilities such as publishing, analytics, and reporting provide a broader perspective on social media management, helping teams collaborate, schedule posts, assign tasks, and monitor performance with customizable reports and real-time insights. NapoleonCat is trusted by marketing, support, and sales teams worldwide for its ease of use, scalability, and excellent customer support, making it the go-to solution for growing brands on social media. \>\> Unify customer conversations in one inbox Bring together comments, messages, and reviews from multiple channels into a single Social Inbox. No more switching between platforms, no more missed interactions. Every conversation is centralized for faster, more consistent customer care. \>\> Boost engagement that drives sales Turn social media interactions into business opportunities. Responding quickly and personally increases trust, improves customer experience, and can directly impact conversions and retention. \>\> Moderate ad comments at scale Protect your ad spend and brand reputation by automatically moderating comments on paid campaigns. Hide spam, offensive remarks, or competitor links instantly, so your ads focus on attracting customers, not trolls. \>\> Automate customer service With AI-powered auto-moderation and smart auto-replies, you can instantly handle common questions, filter out spam or hate speech, and maintain a safe, brand-friendly environment. Your customer service runs 24/7, even when your team is offline. \>\> Remove spam and hate speech with AI NapoleonCat’s advanced moderation engine automatically detects and hides offensive content, spam, or hate speech across your channels. This protects your brand reputation and ensures a respectful community experience without manual effort. \>\> Tag sentiment to monitor brand perception Automatically tag incoming messages and comments as positive, neutral, or negative to understand customer sentiment better. \>\> Manage multiple social media channels NapoleonCat lets you manage Facebook, Instagram, X (Twitter), LinkedIn, TikTok, YouTube, Google Business Profiles, and app store reviews, all from a single, intuitive dashboard. Save time by switching less and focusing more on your content and community. \>\> Schedule social media publications Plan, preview, and schedule content across platforms in advance. Ensure consistent brand messaging and save time with bulk publishing and post approvals. \>\> Analyze and report marketing results Get detailed, customizable analytics on engagement, reach, audience growth, and post performance. \>\> Monitor and benchmark against competitors Track how your brand compares to competitors in real time. Identify trends, spot opportunities, and stay ahead of the curve with performance comparisons and market insights. \>\> Collaborate with teams and freelancers With built-in collaboration tools, you can assign tasks, comment on posts, manage permissions, and streamline your social media workflows.

**Average Rating:** 4.7/5.0

**Total Reviews:** 146

#### How Do G2 Users Rate NapoleonCat.com?

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10)
- **Visitor Activity:** 8.7/10 (Category avg: 8.4/10)
- **Mentions:** 8.5/10 (Category avg: 8.5/10)
- **Reporting:** 8.5/10 (Category avg: 8.4/10)

#### Who Is the Company Behind NapoleonCat.com?

- **Seller:** [NapoleonCat](https://www.g2.com/sellers/napoleoncat)
- **Year Founded:** 2013
- **HQ Location:** New York
- **Twitter:** @NapoleonCatCom  
874 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=6b2b215140ea4cad1795dcb2fe01d56ee5db454cf7d178fb0a86a523ad17a23d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2521278%2F&secure%5Burl_type%5D=linkedin_company_website)  
25 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Marketing and Advertising, Computer Software
- **Company Size:** 65% Small, 30% Medium

#### What Do G2 Reviewers Say About NapoleonCat.com?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **fast and efficient customer service** of NapoleonCat, which goes above and beyond to help.
- Users praise the **quick and efficient customer support** that exceeds expectations, enhancing overall satisfaction and experience.
- Users love the **ease of use** of NapoleonCat.com, highlighting its intuitive UI and excellent customer support.
- Users value the **centralized management** of NapoleonCat, streamlining interactions and enhancing team collaboration across platforms.
- Users commend the **helpful support** of NapoleonCat.com, noting quick responses and dedicated assistance for their needs.

##### Cons

- Users note several **functionalities needing improvement** , including reporting, customization, and a busy user interface.
- Users find the **slow loading** times of NapoleonCat to be frustrating, impacting their overall experience.
- Users report **inconsistent comment management** , with challenges in tracking negative comments and sentiment analysis accuracy.
- Users note several **missing features** , including daily reports and advanced publishing tools, affecting overall satisfaction.
- Users report **performance issues** with NapoleonCat.com, experiencing slow loading times and delayed actions during use.

#### What Are Recent G2 Reviews of NapoleonCat.com?

**["NapoleonCat Makes Comment Moderation Easy, with Truly Responsive Support and Smart Auto-Moderation"](https://www.g2.com/survey_responses/napoleoncat-com-review-12878899)**

**Rating:** 5.0/5.0 stars

_— Verified User in Computer Software_

[Read full review](https://www.g2.com/survey_responses/napoleoncat-com-review-12878899)

**["NapoleonCat organized our workflow and improved social media management"](https://www.g2.com/survey_responses/napoleoncat-com-review-13089273)**

**Rating:** 5.0/5.0 stars

_— Verified User in Food & Beverages_

[Read full review](https://www.g2.com/survey_responses/napoleoncat-com-review-13089273)

#### What Are G2 Users Discussing About NapoleonCat.com?

- [What do you recommend for companies considering NapoleonCat.com for social media engagement?](https://www.g2.com/discussions/what-do-you-recommend-for-companies-considering-napoleoncat-com-for-social-media-engagement) - 1 comment
- [Who is Napoleon cat?](https://www.g2.com/discussions/who-is-napoleon-cat)
- [Is NapoleonCat free?](https://www.g2.com/discussions/is-napoleoncat-free) - 1 comment
- [Is NapoleonCat reliable?](https://www.g2.com/discussions/is-napoleoncat-reliable) - 1 comment
- [How do you use NapoleonCat?](https://www.g2.com/discussions/how-do-you-use-napoleoncat) - 1 comment

### [Juphy](https://www.g2.com/products/juphy/reviews)

All social communication channels — Facebook, Instagram, Twitter, YouTube, Whatsapp, Linkedin, Google Play Store, Google My Business, IOS App Store — in one place. Speed up the customer satisfaction management process by bringing all the real-time social messages into one place. With a single click, quickly respond to all comments, direct messages, ads comments, and reviews through Juphy's dashboard. Talk to your teammates over Juphy to deliver the fastest solution to your customers on all communication platforms. Measure your customer support performance with actionable, easy-to-read reports based on your customer interaction data.

**Average Rating:** 4.6/5.0

**Total Reviews:** 91

#### How Do G2 Users Rate Juphy?

- **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10)
- **Visitor Activity:** 7.3/10 (Category avg: 8.4/10)
- **Mentions:** 9.1/10 (Category avg: 8.5/10)
- **Reporting:** 8.6/10 (Category avg: 8.4/10)

#### Who Is the Company Behind Juphy?

- **Seller:** [Juphy](https://www.g2.com/sellers/juphy)
- **Year Founded:** 2018
- **HQ Location:** Wilmington, Delaware
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a2004f72bfa572b22a1ced7c7ad5e11c175cbb46640d13fe328ed848bc22b15b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F33180419%2F&secure%5Burl_type%5D=linkedin_company_website)  
6 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Founder, CEO
- **Top Industries:** Marketing and Advertising, Education Management
- **Company Size:** 96% Small, 4% Medium

#### What Are Recent G2 Reviews of Juphy?

**["A Huge Time-Saver for Social Media Support and Lead Generation"](https://www.g2.com/survey_responses/juphy-review-4641052)**

**Rating:** 5.0/5.0 stars

_— Verified User in Marketing and Advertising_

[Read full review](https://www.g2.com/survey_responses/juphy-review-4641052)

**["Suitable Tool For Social Media"](https://www.g2.com/survey_responses/juphy-review-7919535)**

**Rating:** 5.0/5.0 stars

_— Lillian C._

[Read full review](https://www.g2.com/survey_responses/juphy-review-7919535)

#### What Are G2 Users Discussing About Juphy?

- [How has Juphy supported your customer communication, and what features do you find most valuable?](https://www.g2.com/discussions/how-has-juphy-supported-your-customer-communication-and-what-features-do-you-find-most-valuable)
- [What is Juphy used for?](https://www.g2.com/discussions/what-is-juphy-used-for) - 1 comment

### [Simplify360](https://www.g2.com/products/simplify360/reviews)

Simplify360 is one of the leading social customer service platforms. The company has physical presence in India and US, and has partners in APAC. The product is sold in over 100 countries directly or through partners. Simplify360 provides integrated enterprise solutions; their latest offerings are Social CRM and Social Media Command Center. Simplify360 Social CRM enables customer support teams to serve their customers across social media. It offers unified view of customer engagement across the social media and a 360-degree view of customers through deep integration with Enterprise CRM.

**Average Rating:** 4.3/5.0

**Total Reviews:** 24

#### How Do G2 Users Rate Simplify360?

- **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10)
- **Visitor Activity:** 8.0/10 (Category avg: 8.4/10)
- **Mentions:** 8.2/10 (Category avg: 8.5/10)
- **Reporting:** 8.3/10 (Category avg: 8.4/10)

#### Who Is the Company Behind Simplify360?

- **Seller:** [Simplify360](https://www.g2.com/sellers/simplify360)
- **Year Founded:** 2012
- **HQ Location:** Carrollton, TX
- **Twitter:** @Simplify360  
1,309 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e6ed0953c9e82fbe4b25a02eaf4c8c31ab5f6e1e6daa71c03e81225b9decb3f0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsimplify360&secure%5Burl_type%5D=linkedin_company_website)  
94 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 50% Small, 42% Medium

#### What Do G2 Reviewers Say About Simplify360?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of Simplify360, finding it simple to integrate across all social media platforms.
- Users appreciate the **easy integrations** of Simplify360, making it user-friendly and effective for customer service across platforms.
- Users find the **easy setup** of Simplify360 beneficial, facilitating seamless integration across all social media platforms.
- Users value the **user-friendly design** of Simplify360, appreciating its easy integration and support for all social media platforms.
- Users value the **intuitive design** of Simplify360, finding it easy to integrate and effective for customer service.

##### Cons

- Users find the **limited customization options** in Simplify360 restrictive, wishing for more flexibility in the tool.
- Users note the **limited customization** in Simplify360, expressing a desire for more options to suit their needs.

#### What Are Recent G2 Reviews of Simplify360?

**["Good for collecting data from many different social platforms in one place"](https://www.g2.com/survey_responses/simplify360-review-9816380)**

**Rating:** 5.0/5.0 stars

_— Anna W._

[Read full review](https://www.g2.com/survey_responses/simplify360-review-9816380)

**["Best Tool in Industry for Online Repution Manger (Social Media)"](https://www.g2.com/survey_responses/simplify360-review-10620674)**

**Rating:** 5.0/5.0 stars

_— Shadab S._

[Read full review](https://www.g2.com/survey_responses/simplify360-review-10620674)

#### What Are G2 Users Discussing About Simplify360?

- [What is Simplify360 used for?](https://www.g2.com/discussions/what-is-simplify360-used-for) - 1 comment, 1 upvote

### [SoDash](https://www.g2.com/products/sodash/reviews)

Bridging the gap between Social Media & Customer Service

**Average Rating:** 4.1/5.0

**Total Reviews:** 18

#### How Do G2 Users Rate SoDash?

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10)
- **Visitor Activity:** 8.1/10 (Category avg: 8.4/10)
- **Mentions:** 7.6/10 (Category avg: 8.5/10)
- **Reporting:** 8.0/10 (Category avg: 8.4/10)

#### Who Is the Company Behind SoDash?

- **Seller:** [SoDash](https://www.g2.com/sellers/sodash)
- **Year Founded:** 2010
- **HQ Location:** Edinburgh, UK
- **Twitter:** @sodash  
2,143 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=dc910faa681416160d92639167ecd2067cc039189112c95fff5d9b51bc8f1ce2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1534525%2F&secure%5Burl_type%5D=linkedin_company_website)  
6 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 45% Medium, 40% Small

#### What Are Recent G2 Reviews of SoDash?

**["Good platform and great value"](https://www.g2.com/survey_responses/sodash-review-4556129)**

**Rating:** 4.0/5.0 stars

_— Verified User in Higher Education_

[Read full review](https://www.g2.com/survey_responses/sodash-review-4556129)

**["Supportive Staff and a Great Working Culture"](https://www.g2.com/survey_responses/sodash-review-12469709)**

**Rating:** 5.0/5.0 stars

_— Ashish T._

[Read full review](https://www.g2.com/survey_responses/sodash-review-12469709)

#### What Are G2 Users Discussing About SoDash?

- [What is SoDash used for?](https://www.g2.com/discussions/what-is-sodash-used-for)

### [LivePerson](https://www.g2.com/products/liveperson/reviews)

LivePerson is the enterprise leader in digital customer conversations. Our digital customer conversation platform is trusted by the world’s biggest brands to accelerate their contact center transformation, orchestrate conversations across all channels, departments and systems, supercharge agent productivity, and deliver more personalized, AI-empowered customer experiences. Our platform is built for large, highly-regulated, consumer-facing enterprises. Hundreds of the world’s leading brands — including HSBC, Burberry, Chipotle, and Virgin Media — use our Conversational Cloud® platform to engage with millions of consumers safely and responsibly. We power a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of generative AI and large language models(LLM) for better business outcomes. With LivePerson’s solutions, you can understand what customers want, connect to the right channels, assist your agents, and embrace AI-powered automation — all in service of your business and customers. Here are some of the business outcomes brands are seeing with LivePerson: - 2x uptick in employee efficiency - 10X conversions vs. traditional digital - 20% boost in customer satisfaction - 90% automation containment rates - 50% decrease in agent attrition rates With LivePerson, you have the world’s largest dataset at your fingertips. The Conversational Cloud platform powers nearly 1 billion conversational interactions each month, making our AI more accurate than any competitor and used by every major industry across the world. We help you turn your customers’ words into actionable data — and dollar signs for your business.

**Average Rating:** 4.3/5.0

**Total Reviews:** 185

#### How Do G2 Users Rate LivePerson?

- **Has the product been a good partner in doing business?:** 8.0/10 (Category avg: 9.1/10)
- **Visitor Activity:** 7.9/10 (Category avg: 8.4/10)
- **Mentions:** 7.7/10 (Category avg: 8.5/10)
- **Reporting:** 7.6/10 (Category avg: 8.4/10)

#### Who Is the Company Behind LivePerson?

- **Seller:** [LivePerson](https://www.g2.com/sellers/liveperson)
- **Company Website:** www.liveperson.com
- **Year Founded:** 1995
- **HQ Location:** New York, NY
- **Twitter:** @LivePerson  
10,758 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=719dbd6b86949a9c60efda4c788bb4dfd01bd48c7b9aeda3e7cdf4c8f950b44f&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F164748%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,190 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Internet, Retail
- **Company Size:** 43% Medium, 33% Large

#### What Do G2 Reviewers Say About LivePerson?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **solid AI support** of LivePerson, enhancing customer engagement and offering flexible communication options.
- Users appreciate the **ease of use** of LivePerson, facilitating seamless personalized interactions and efficient ticket management.
- Users appreciate the **helpful AI support** of LivePerson, enhancing customer engagement and simplifying communication channels.
- Users appreciate the **fast response time** of LivePerson's AI integration, enhancing customer support efficiency significantly.
- Users appreciate the **operational efficiency** of LivePerson, enhancing engagement, support, and overall customer experiences.

##### Cons

- Users find the **complex learning curve** of LivePerson challenging, though documentation and support can assist.
- Users face **complexity issues** with LivePerson's setup and interface, impacting onboarding and overall user experience.
- Users find the **steep learning curve** of LivePerson challenging, especially during onboarding and with frequent updates.
- Users find LivePerson to be **expensive** due to increased pricing and high resource requirements for implementation.
- Users are disappointed by the **missing features** in LivePerson, which hinder functionality and reliability in their operations.

#### What Are Recent G2 Reviews of LivePerson?

**["LivePerson: 24/7 AI Automation for Fast, Secure Omnichannel Customer Engagement"](https://www.g2.com/survey_responses/liveperson-review-12275314)**

**Rating:** 4.5/5.0 stars

_— Felice C._

[Read full review](https://www.g2.com/survey_responses/liveperson-review-12275314)

**["Industry-Leading AI and True Omnichannel Messaging in One Powerful Platform"](https://www.g2.com/survey_responses/liveperson-review-12211374)**

**Rating:** 4.0/5.0 stars

_— Nataporn C._

[Read full review](https://www.g2.com/survey_responses/liveperson-review-12211374)

### [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews)

Hiver in Gmail transforms Gmail into a powerful AI-native help desk. Support teams can manage shared inboxes, collaborate on conversations, automate workflows, and use AI to handle requests more efficiently, all without leaving the comfort and familiarity of their Gmail inbox. Key features of Hiver in Gmail: - Shared Inbox Management: Shared inboxes like support@, info@, or help@ can be managed directly inside Gmail. Every incoming email can be assigned to a specific person, and teammates can collaborate through internal notes without a single forward or CC. - AI across the support lifecycle: Every conversation is automatically tagged and triaged as it arrives. Agents get drafted responses based on your help docs and CRM data, and every reply is checked for tone, completeness, and accuracy before it goes out. - AI knowledge management: Instead of waiting for someone to audit your knowledge base, Hiver does it continuously. It flags outdated content, spots gaps, and auto-generates articles your team can review and publish. - Cross-team collaboration and escalation: Loop in teammates with internal notes, initiate Slack messages, link Jira issues, create ClickUp tasks, and log cases in Salesforce, all without leaving the conversation. Every handoff keeps the full context intact. - Analytics and reporting: Track response times, SLA compliance, and individual agent performance without leaving Gmail. Filter by customer tier, client, domain, or any custom field your team uses. - Workflow automation with a visual builder: Build automations that go beyond fixed rules. AI reads the context of each conversation, assigns it to the right agent, and extracts key details like order IDs or invoice numbers. Those details can then trigger downstream actions or update records in connected tools like Salesforce or Jira, without anyone doing it manually. Support teams at 10,000+ organizations, including the likes of Bynder, Epic Games, and Flexport, trust Hiver to run their support function. Part of what drives that trust is knowing Hiver in Gmail comes with 24x7 product support led by humans, on all its plans, regardless of what tier you’re on.

**Average Rating:** 4.6/5.0

**Total Reviews:** 1,251

#### How Do G2 Users Rate Hiver in Gmail?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)
- **Visitor Activity:** 0.0/10 (Category avg: 8.4/10)
- **Mentions:** 5.0/10 (Category avg: 8.5/10)
- **Reporting:** 0.0/10 (Category avg: 8.4/10)

#### Who Is the Company Behind Hiver in Gmail?

- **Seller:** [Hiver](https://www.g2.com/sellers/hiver-bd5d22b3-3d5d-4b36-90d9-e569926f1908)
- **Company Website:** hiverhq.com
- **Year Founded:** 2011
- **HQ Location:** San Jose, CA
- **Twitter:** @hiverhq  
5,617 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=373d998300137e058ae7c1f5b5a9753e917625b6bea523bc09ccbf084049ff85&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1241281%2F&secure%5Burl_type%5D=linkedin_company_website)  
294 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** CEO, Owner
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 66% Small, 27% Medium

#### What Do G2 Reviewers Say About Hiver in Gmail?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **ease of use** of Hiver, making team communication and task assignments efficient and streamlined.
- Users value the **effective team collaboration** features of Hiver, enhancing communication and organization within their remote teams.
- Users value the **efficient email management** of Hiver, enhancing communication and task assignment for remote teams.
- Users find Hiver enhances **communication** , facilitating seamless collaboration and improving productivity in team workflows.
- Users praise Hiver for its **sophisticated collaboration features** , enhancing team productivity and streamlining communication effectively.

##### Cons

- Users face **email issues** with Hiver in Gmail, including glitches, difficulty in searching, and limited formatting options.
- Users feel **missing features** hinder Hiver's potential, wishing for more integrations and enhanced email management tools.
- Users find the **limited features** of Hiver in Gmail restricting, particularly for mobile functionality and analytics.
- Users experience **slow loading** with Hiver in Gmail, which can hinder quick actions during busy workflows.
- Users experience **bug issues** with Hiver, including disconnections and slow performance, complicating the user experience.

#### What Are Recent G2 Reviews of Hiver in Gmail?

**["Effortless Email Management, Enhanced Customer Experience"](https://www.g2.com/survey_responses/hiver-in-gmail-review-12082024)**

**Rating:** 5.0/5.0 stars

_— Ronak S._

[Read full review](https://www.g2.com/survey_responses/hiver-in-gmail-review-12082024)

**["Efficient Inbox Management with Stellar Free Features"](https://www.g2.com/survey_responses/hiver-in-gmail-review-11024153)**

**Rating:** 5.0/5.0 stars

_— Nadia S._

[Read full review](https://www.g2.com/survey_responses/hiver-in-gmail-review-11024153)

### [SleekFlow](https://www.g2.com/products/sleekflow/reviews)

SleekFlow is an AI Suite for Revenue-Driving Conversations. Trusted by over 2,000 enterprises across 70+ countries, we unify WhatsApp, Instagram, Messenger, SMS, Website Live Chat, Email, Call, and beyond into a complete AI operating system. At the core of SleekFlow is AgentFlow, an AI GTM workforce that learns and improves relentlessly. The platform features a unique self-healing knowledge base that observes conversational patterns and identifies data gaps, surfacing one-click fixes for human approval. Beyond automation, SleekFlow’s AI acts as an unbiased data analyst, revealing deep business insights from your real customers’ conversations. From first-click conversion to long-term retention, SleekFlow is redefining the B2C relationship and turning every conversation into a data-backed growth opportunity. Headquartered in Singapore with a global presence in Hong Kong, Malaysia, Indonesia, Brazil, the UAE and the US, SleekFlow is backed by $23.5M in funding from tier-one investors including Tiger Global, Atinum Investment, AEF Greater Bay Area Fund (managed by Gobi Partners GBA and Transcend Capital Partners) Moses Tsang (Former General Partner of Goldman Sachs Group and Chairman of Goldman Sachs (Asia) LLC) and Mars Growth Capital. For more information, visit sleekflow.io.

**Average Rating:** 4.6/5.0

**Total Reviews:** 201

#### How Do G2 Users Rate SleekFlow?

- **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10)
- **Visitor Activity:** 8.0/10 (Category avg: 8.4/10)
- **Mentions:** 8.2/10 (Category avg: 8.5/10)
- **Reporting:** 7.9/10 (Category avg: 8.4/10)

#### Who Is the Company Behind SleekFlow?

- **Seller:** [SleekFlow](https://www.g2.com/sellers/sleekflow)
- **Company Website:** sleekflow.io
- **Year Founded:** 2019
- **HQ Location:** Singapore, SG
- **Twitter:** @sleekflow\_io  
174 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8411beacfe8eee98ccf57a891aba99b7d1c3699783ac9d7e144d97594ebe7637&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsleekflow&secure%5Burl_type%5D=linkedin_company_website)  
204 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Director, Founder
- **Top Industries:** Retail, Health, Wellness and Fitness
- **Company Size:** 73% Small, 20% Medium

#### What Do G2 Reviewers Say About SleekFlow?

_AI-generated summary from verified user reviews_

##### Pros

- Users find SleekFlow to be **very easy to implement** , thanks to helpful guidance and effective features.
- Users commend the **excellent customer support** of SleekFlow, highlighting fast responses and useful assistance for effective communication.
- Users love the **easy-to-use automation features** of SleekFlow, significantly reducing routine tasks and improving efficiency.
- Users value the **handy AI agent** of SleekFlow for efficiently qualifying leads and enhancing customer communication.
- Users find that the **time-saving automation** of SleekFlow helps them manage customer messages efficiently and effectively.

##### Cons

- Users note the **lack of essential features** in SleekFlow, wishing for improved response tracking and message management.
- Users frequently face **slow loading** issues with SleekFlow, causing frustration during message access and app performance.
- Users find the **pricing steep** for SleekFlow, especially for smaller teams, impacting accessibility and value.
- Users express concerns over **limited customization** , particularly regarding contact quotas and analytics options in SleekFlow.
- Users feel that the **limited features** of SleekFlow restrict functionality, especially for those on lower-tier plans.

#### What Are Recent G2 Reviews of SleekFlow?

**["Sleekflow Makes Multi-Channel Messaging and Automation Effortless."](https://www.g2.com/survey_responses/sleekflow-review-13065757)**

**Rating:** 4.5/5.0 stars

_— Sujal S._

[Read full review](https://www.g2.com/survey_responses/sleekflow-review-13065757)

**["SleekFlow Streamlined Our DMs and Boosted Productivity"](https://www.g2.com/survey_responses/sleekflow-review-12673937)**

**Rating:** 5.0/5.0 stars

_— Yik Wang C._

[Read full review](https://www.g2.com/survey_responses/sleekflow-review-12673937)

#### What Are G2 Users Discussing About SleekFlow?

- [What is SleekFlow used for?](https://www.g2.com/discussions/what-is-sleekflow-used-for)

### [Oracle Service Cloud (formerly RightNow)](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/reviews)

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 measurable business impacts across all industries. This flexible and scalable platform includes: Web Customer Service: Oracle’s Web Customer Service is a highly interactive and customized experience that lets customers engage with your business on their own terms via online or mobile devices. Powered by a customer portal, a syndicated widget framework, and self-learning technology, customers can self-serve by leveraging a dynamic knowledge base, Facebook pages or peer-based community, reducing operational cost costs. And they can escalate to assisted service via live chat, messaging, social networks like Twitter, email, or call appropriate agents to resolve their unique needs via intelligent routing. More and more, organizations can engage in automated or proactive service through virtual assistants, chat bots, or the Internet of Things. Cross-Channel Contact Center: Oracle’s Cross-Channel Contact Center empowers organizations to provide immediate, consistent, and even proactive service across multiple channels. By bringing together all customer interactions in a desktop or mobile application– from email, telephony, live chat, co-browse, SMS, messaging, or video chat–into one unified agent desktop, the Cross-Channel Contact Center captures a unique 360-degree view of every consumer, guiding agents to seamless resolution. The agent desktop can be dynamically delivered based upon brand or role, providing all relevant information (such as billing, orders, and commerce data) at the agent’s fingertips. Field Service Management (Formerly TOA Technologies): Built on a time-based, self-learning and predictive technology, Oracle’s Field Service Management automates and optimizes operations that take place in the field. By leveraging predictive forecasting tools, it eliminates customer uncertainty, exceeds their expectations, and ensures timely job completion all while increasing organizational productivity and efficiency. Knowledge Management: Oracle’s Knowledge Management provides a fully integrated cloud knowledge management solution that delivers a seamless and consistent experience across all channels, from self-service and contact centers to communities and social sites. It is the backbone of every omnichannel service strategy, increasing customer loyalty and organizational efficiencies across the board. Policy Automation: Oracle Policy Automation (OPA) delivers Smarter Advice. Smarter Advice empowers organizations to provide a more personal, richer interaction with customers.  OPA enables organizations, in any industry, to easily automate business process, rules, regulations and organizational policies. OPA automates decisions and delivers personalized experiences, provides agile management and increases transparency and compliance..

**Average Rating:** 3.9/5.0

**Total Reviews:** 113

#### How Do G2 Users Rate Oracle Service Cloud (formerly RightNow)?

- **Has the product been a good partner in doing business?:** 7.5/10 (Category avg: 9.1/10)
- **Visitor Activity:** 7.9/10 (Category avg: 8.4/10)
- **Mentions:** 7.7/10 (Category avg: 8.5/10)
- **Reporting:** 8.7/10 (Category avg: 8.4/10)

#### Who Is the Company Behind Oracle Service Cloud (formerly RightNow)?

- **Seller:** [Oracle](https://www.g2.com/sellers/oracle)
- **Year Founded:** 1977
- **HQ Location:** Austin, TX
- **Twitter:** @Oracle  
827,997 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a14fcbcd818b49d781453c19628a9479a70cc1e8e335e54c876392ab5f543da3&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1028%2F&secure%5Burl_type%5D=linkedin_company_website)  
208,078 employees on LinkedIn®
- **Ownership:** NYSE:ORCL

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Retail
- **Company Size:** 56% Large, 38% Medium

#### What Do G2 Reviewers Say About Oracle Service Cloud (formerly RightNow)?

_AI-generated summary from verified user reviews_

##### Pros

- Users find the **interface user-friendly** , simplifying the tracking of records and activities within Oracle Service Cloud.
- Users appreciate the **automation capabilities** of Oracle Service Cloud, enhancing efficiency in managing ombudsman channel processes.
- Users value the **digitization of ombudsman channel processes** offered by Oracle Service Cloud, enhancing efficiency and management.
- Users value the **digiital management of processes** with Oracle Service Cloud, enhancing efficiency in ombudsman channel handling.
- Users value the **efficient digitization** of channel management processes with Oracle Service Cloud, replacing outdated manual methods.

##### Cons

- Users experience **frequent bugs and errors** in Oracle Service Cloud, negatively affecting business operations.
- Users experience **bugs and automatic contact deletions** in Oracle Service Cloud, hindering business operations.
- Users face **data inconsistency** , as reports often fail to reflect the actual data accurately.
- Users often face challenges with **inaccurate reporting** and inadequate responses, impacting their data management experience.
- Users experience **delayed responses** with Oracle Service Cloud, resulting in mismatched reports and data discrepancies.

#### What Are Recent G2 Reviews of Oracle Service Cloud (formerly RightNow)?

**["Revolutionizing Customer Support by Oracle Service Cloud"](https://www.g2.com/survey_responses/oracle-service-cloud-formerly-rightnow-review-9012410)**

**Rating:** 5.0/5.0 stars

_— Vishal B._

[Read full review](https://www.g2.com/survey_responses/oracle-service-cloud-formerly-rightnow-review-9012410)

**["easy to use internally"](https://www.g2.com/survey_responses/oracle-service-cloud-formerly-rightnow-review-9196856)**

**Rating:** 4.0/5.0 stars

_— Alexandra Z._

[Read full review](https://www.g2.com/survey_responses/oracle-service-cloud-formerly-rightnow-review-9196856)

#### What Are G2 Users Discussing About Oracle Service Cloud (formerly RightNow)?

- [What is Oracle Service Cloud (formerly RightNow) used for?](https://www.g2.com/discussions/what-is-oracle-service-cloud-formerly-rightnow-used-for)
- [What is Salesforce Service Cloud?](https://www.g2.com/discussions/what-is-salesforce-service-cloud)
- [What is POD in Oracle Cloud?](https://www.g2.com/discussions/what-is-pod-in-oracle-cloud)
- [In what year was RightNow acquired by Oracle?](https://www.g2.com/discussions/in-what-year-was-rightnow-acquired-by-oracle)
- [What is Oracle Service Cloud RightNow?](https://www.g2.com/discussions/what-is-oracle-service-cloud-rightnow)

### [BotSpace](https://www.g2.com/products/botspace/reviews)

BotSpace is an AI-powered platform that helps businesses sell, support, and market on WhatsApp and Instagram. You can automate chats, send broadcasts, run campaigns, and manage customer conversations — all in one place. It's easy to use, works with your team, and saves hours every week with AI tools.

**Average Rating:** 4.8/5.0

**Total Reviews:** 35

#### How Do G2 Users Rate BotSpace?

- **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10)

#### Who Is the Company Behind BotSpace?

- **Seller:** [BotSpace](https://www.g2.com/sellers/botspace)
- **Year Founded:** 2017
- **HQ Location:** Pune, Maharashtra
- **Twitter:** @botspaceHQ  
55 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=ac0055dff93bfdb5044c609c265c520ac43e62712793c79d5415f51c23177280&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbotspacehq&secure%5Burl_type%5D=linkedin_company_website)  
24 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Computer Software
- **Company Size:** 70% Small, 27% Medium

#### What Do G2 Reviewers Say About BotSpace?

_AI-generated summary from verified user reviews_

##### Pros

- Users love the **intuitive interface** of BotSpace, making WhatsApp marketing efficient and enjoyable to navigate.
- Users praise the **exceptional customer support** of BotSpace, highlighting their dedication and responsiveness to queries.
- Users commend the **automation features** of BotSpace, making WhatsApp marketing effortless and efficient for businesses.
- Users appreciate the **easy integrations** with CRM systems like Hubspot, streamlining workflows and enhancing productivity effectively.
- Users appreciate the **intuitive and user-friendly interface** of BotSpace, making WhatsApp marketing efficient and accessible.

##### Cons

- Users feel that the **pricing can be high** for BotSpace, especially for additional numbers across different countries.
- Users find the **pricing a bit costly** , especially for additional numbers, impacting those operating in multiple countries.
- Users express frustration over **delayed response times** from customer support, impacting their ability to resolve issues swiftly.
- Users experience **poor customer support** , with unqualified assistance and long wait times for urgent issues.
- Users express frustration with **time delays** in support responses, impacting their ability to manage channels efficiently.

#### What Are Recent G2 Reviews of BotSpace?

**["Botspace is an exceptional WhatsApp marketing and automation tool!"](https://www.g2.com/survey_responses/botspace-review-10963909)**

**Rating:** 5.0/5.0 stars

_— Abhi R._

[Read full review](https://www.g2.com/survey_responses/botspace-review-10963909)

**["Cooperative Team"](https://www.g2.com/survey_responses/botspace-review-11353049)**

**Rating:** 4.5/5.0 stars

_— ARTI R._

[Read full review](https://www.g2.com/survey_responses/botspace-review-11353049)

### [replient.ai](https://www.g2.com/products/replient-ai/reviews)

replient.ai is an AI-powered platform that centralizes and streamlines customer interactions on social media. It helps companies strengthen community engagement, protect ad performance, and scale customer support without additional headcount. • Centralized inbox: Manage comments across Facebook, Instagram, TikTok, LinkedIn pages, YouTube, and Google Reviews in one place. • AI-powered insights: Every comment is analyzed for sentiment and AI tags, providing a deeper understanding of your audience at scale. • Smart reply suggestions: Get 3 brand-tailored AI responses per comment, aligned with your brand voice and available in multiple languages. • Efficient workflows: Like, hide, delete, or reply to comments instantly, supported by custom automations for recurring scenarios. • Ad protection: Respond quickly to comments on social ads to minimize negative impact and maximize campaign ROI. Pricing starts at €39/month, with a free trial that includes up to 50 comments.

**Average Rating:** 4.9/5.0

**Total Reviews:** 14

#### How Do G2 Users Rate replient.ai?

- **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10)
- **Mentions:** 9.3/10 (Category avg: 8.5/10)
- **Reporting:** 8.8/10 (Category avg: 8.4/10)

#### Who Is the Company Behind replient.ai?

- **Seller:** [replient](https://www.g2.com/sellers/replient)
- **HQ Location:** N/A
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=abb0811580a24f6564fd23f5b75c0cdc1ab0902ce6e06da5a172cbd2a590dbb8&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Freplient-ai%2F&secure%5Burl_type%5D=linkedin_company_website)  
1 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 100% Small

#### What Do G2 Reviewers Say About replient.ai?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **efficient automation** of Replient.ai, enhancing community management and streamlining customer interactions.
- Users find Replient.ai to be a **game changer** for its simplicity, boosting response speed while maintaining a human touch.
- Users admire the **incredible efficiency** of Replient.ai in automating and managing community interactions seamlessly.
- Users find Replient.ai to be a **game changer** for customer messaging, enhancing speed and maintaining a thoughtful tone.
- Users find **Flexibility** in Replient.ai enhances response efficiency while maintaining a human touch in customer communication.

##### Cons

- Users desire **deeper integration with CRM systems** to enhance communication between social media and customer management.
- Users desire **more customization options** for tone and templates to enhance their experience with replient.ai.
- Users desire more **customization options for templates** to enhance their overall experience with replient.ai.

#### What Are Recent G2 Reviews of replient.ai?

**["Simple tool that saves hours every day"](https://www.g2.com/survey_responses/replient-ai-review-12518459)**

**Rating:** 5.0/5.0 stars

_— Hemal B._

[Read full review](https://www.g2.com/survey_responses/replient-ai-review-12518459)

**["A game-changer for automating social media funnels and protecting brand reputation"](https://www.g2.com/survey_responses/replient-ai-review-12479194)**

**Rating:** 5.0/5.0 stars

_— Mario B._

[Read full review](https://www.g2.com/survey_responses/replient-ai-review-12479194)

### [ZoomSphere](https://www.g2.com/products/zoomspherecom/reviews)

ZoomSphere is a social media management tool that helps teams plan, schedule, auto-publish, and analyze content across platforms like Instagram, Facebook, TikTok, LinkedIn, YouTube, and X. 𝗞𝗲𝘆 𝗙𝗲𝗮𝘁𝘂𝗿𝗲𝘀: Approval Flow: Manage post approvals with tools like statuses, built-in chat, and comment panels. Workspaces: Organize clients and teams for seamless project management. AI Copywriter: Define your brand's persona, write a quick prompt, and have multiple captions in seconds! Bulk Approval in Email/Chat: The quickest way to approve whole batch of posts! Mobile App: Stay connected with push notifications, content reviews, and instant approvals. Ideal for businesses and agencies, ZoomSphere simplifies managing multiple profiles, automates tasks, and fosters team collaboration.

**Average Rating:** 4.7/5.0

**Total Reviews:** 17

#### How Do G2 Users Rate ZoomSphere?

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10)
- **Mentions:** 9.3/10 (Category avg: 8.5/10)
- **Reporting:** 9.2/10 (Category avg: 8.4/10)

#### Who Is the Company Behind ZoomSphere?

- **Seller:** [ZoomSphere](https://www.g2.com/sellers/zoomsphere)
- **HQ Location:** Praha 1, Praha
- **Twitter:** @ZoomSphere  
16 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e9eac2797a40681c5cffaaaaa6731c4abbe9b283ffa436ae6d3e25dffe74d082&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fzoomsphere%2F&secure%5Burl_type%5D=linkedin_company_website)  
17 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Marketing and Advertising
- **Company Size:** 78% Small, 17% Large

#### What Do G2 Reviewers Say About ZoomSphere?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **centralized management** capabilities of ZoomSphere, enhancing efficiency in social media collaboration and reporting.
- Users praise the **exceptional customer service** of ZoomSphere, highlighting their quick and effective problem-solving assistance.
- Users commend the **exceptional customer support** of ZoomSphere, quickly resolving issues and enhancing the overall experience.
- Users praise ZoomSphere for its **seamless team collaboration** , enhancing communication and productivity while managing social media accounts.
- Users value the **seamless communication** and centralized approach of ZoomSphere for efficient social media management.

##### Cons

- Users experience some **automatic posting malfunctions** , but generally find the tool satisfactory after retrying.
- Users are disappointed by the **missing Threads posting feature** in ZoomSphere, hoping for its future inclusion.
- Users are frustrated by the **lack of support for posting on Threads** , hoping for future updates to address this.
- Users find the **publishing limitations** of ZoomSphere frustrating, particularly the lack of support for posting on Threads.
- Users express frustration over the **lack of support for posting on Threads** , hoping for future implementation.

#### What Are Recent G2 Reviews of ZoomSphere?

**["The most intuitive tool for social media management."](https://www.g2.com/survey_responses/zoomsphere-review-10732843)**

**Rating:** 5.0/5.0 stars

_— Klára T._

[Read full review](https://www.g2.com/survey_responses/zoomsphere-review-10732843)

**["10+ years with Zoomsphere"](https://www.g2.com/survey_responses/zoomsphere-review-10748601)**

**Rating:** 5.0/5.0 stars

_— František J._

[Read full review](https://www.g2.com/survey_responses/zoomsphere-review-10748601)

#### What Are G2 Users Discussing About ZoomSphere?

- [What is ZoomSphere used for?](https://www.g2.com/discussions/what-is-zoomsphere-used-for)

### [Locobuzz](https://www.g2.com/products/locobuzz/reviews)

Locobuzz is an AI-powered customer experience platform that helps brands manage their digital presence and customer interactions across multiple channels. It enables businesses to monitor social media, news, and online conversations in real time, respond to customer queries through a unified dashboard, and analyze sentiment and trends using advanced analytics. The platform also supports content publishing, workflow automation, and AI-driven response suggestions. By centralizing engagement, insights, and support, Locobuzz helps organizations improve response efficiency, strengthen brand reputation, and make data-driven decisions to enhance overall customer satisfaction and business performance.

**Average Rating:** 4.3/5.0

**Total Reviews:** 121

#### How Do G2 Users Rate Locobuzz?

- **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.1/10)
- **Visitor Activity:** 7.8/10 (Category avg: 8.4/10)
- **Mentions:** 8.0/10 (Category avg: 8.5/10)
- **Reporting:** 7.8/10 (Category avg: 8.4/10)

#### Who Is the Company Behind Locobuzz?

- **Seller:** [Locobuzz Solutions Pvt Ltd](https://www.g2.com/sellers/locobuzz-solutions-pvt-ltd)
- **Year Founded:** 2015
- **HQ Location:** Mumbai, IN
- **Twitter:** @Locobuzz\_India  
67 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=72d4f8e418044dc1b65e6e082060dab1b95d2409ea4172da87e1874ae0d64ff9&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Flocobuzz%2F&secure%5Burl_type%5D=linkedin_company_website)  
297 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Marketing and Advertising, Financial Services
- **Company Size:** 38% Small, 37% Medium

#### What Do G2 Reviewers Say About Locobuzz?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of Locobuzz, aided by its intuitive CRM and supportive team.
- Users commend Locobuzz for its **helpful features** , enhancing user experience with quick insights and excellent support.
- Users commend Locobuzz for its **powerful AI-enabled features** that enhance social media listening and reporting capabilities.
- Users appreciate the **efficiency** of Locobuzz, praising its user-friendly interface and seamless workflow automation for complex tasks.
- Users commend Locobuzz for its **excellent customer support** , featuring responsive teams and effective training that enhance user experience.

##### Cons

- Users express frustration with the **slow loading** times of Locobuzz, leading to performance issues during use.
- Users feel that **improvement is needed** in dashboard customization and AI features to enhance overall performance.
- Users find the **limited features** of Locobuzz lacking depth, affecting usability and overall experience.
- Users often face **login issues** and auto logouts, which can lead to frustration and delays in their workflow.
- Users report **performance issues** including lag and slow portal response times, affecting their overall experience.

#### What Are Recent G2 Reviews of Locobuzz?

**["Locobuzz: User-Friendly App with an Always-Available Customer Success Team"](https://www.g2.com/survey_responses/locobuzz-review-13173623)**

**Rating:** 5.0/5.0 stars

_— Shabana B._

[Read full review](https://www.g2.com/survey_responses/locobuzz-review-13173623)

**["Streamlined Customer Service Experience Efficient, and Reliable"](https://www.g2.com/survey_responses/locobuzz-review-13048369)**

**Rating:** 5.0/5.0 stars

_— Aaysha Aasmin K._

[Read full review](https://www.g2.com/survey_responses/locobuzz-review-13048369)

#### What Are G2 Users Discussing About Locobuzz?

- [What is Locobuzz used for?](https://www.g2.com/discussions/what-is-locobuzz-used-for) - 1 comment

- [‹ Prev‹ Prev](/categories/social-customer-service?order=g2_score&page=2#product-list)
- [1](/categories/social-customer-service?order=g2_score#product-list)
- [2](/categories/social-customer-service?order=g2_score&page=2#product-list)
- 3
- [4](/categories/social-customer-service?order=g2_score&page=4#product-list)
- [5](/categories/social-customer-service?order=g2_score&page=5#product-list)
- [6](/categories/social-customer-service?order=g2_score&page=6#product-list)
- [7](/categories/social-customer-service?order=g2_score&page=7#product-list)
- [8](/categories/social-customer-service?order=g2_score&page=8#product-list)
- [9](/categories/social-customer-service?order=g2_score&page=9#product-list)
- [Next ›Next ›](/categories/social-customer-service?order=g2_score&page=4#product-list)

Spotlight Categories

[Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management)

[Restaurant POS Systems](https://www.g2.com/categories/restaurant-pos)

[Expense Management Software](https://www.g2.com/categories/expense-management)

[Audit Management Software Solutions](https://www.g2.com/categories/audit-management)

[Accounts Receivable Software](https://www.g2.com/categories/accounts-receivable)

Similar Categories

- [Help Desk](/categories/help-desk)
- [Live Chat](/categories/live-chat)
- [Customer Self-Service](/categories/customer-self-service)
- [Appointment Reminder](/categories/appointment-reminder)
- [Call & Contact Center](/categories/call-contact-center)

- [Client Onboarding](/categories/client-onboarding)
- [Co-Browsing](/categories/co-browsing)
- [Complaint Management](/categories/complaint-management)
- [Contact Center Outsourcing Services](/categories/contact-center-outsourcing-services)
- [Contact Center Payments](/categories/contact-center-payments)

- [Conversational Support](/categories/conversational-support)
- [Customer Communications Management](/categories/customer-communications-management)
- [Customer Education](/categories/customer-education)
- [Customer Service Automation](/categories/customer-service-automation)
- [Customer Success](/categories/customer-success)

[Browse Social Customer Service Themes](/categories/social-customer-service/themes)

 ![Jeffrey Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jeffrey Lin")
JL

Researched and written by [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)

Updated October 3, 2024

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 social media platforms such as Twitter, Facebook, and so on, 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](https://www.g2.com/categories/help-desk), which collects 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 software](https://www.g2.com/categories/social-media-mgmt), [social media monitoring software](https://www.g2.com/categories/social-media-monitoring), and [social media analytics software](https://www.g2.com/categories/social-media-analytics).

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
- 

Show More

* * *

## How Do You Choose the Right Social Customer Service Software?

### What You Should Know About Social Customer Service Software?

### What is Social Customer Service Software?

Social customer service software enables businesses to provide customer service through social media. These solutions help companies leverage social media for different purposes, such as addressing complaints, answering questions, providing guidance, and issuing refunds via social channels. Social customer service software notifies the customer service team of customer issues raised across social media platforms so that they can be resolved efficiently. 

The potential for high customer interaction and customer engagement between brands and customers on social media platforms brings social customer service software into the picture. It provides a two-way communication platform between brands and customers. While brands can reach out to customers for product promotions, announcements, new deals, and so on, customers get a channel for their queries to be answered. 

### What are the Common Features of Social Customer Service Software?

[Live chat](https://www.g2.com/categories/live-chat) **:** Some social customer service solutions provide users with a live chat function. This allows live 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 the product.

**Ticketing system**** :** Social customer service software provides users with the ability of routing, assigning, and scheduling support tickets to support agents. 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 being cloud-based support 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 the brand or product. This data can then be presented to identify which areas must be improved.

[Help desk](https://www.g2.com/categories/help-desk) **:** Help desk solution 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 businesses 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.

Some additional features of social customer service software are:

Besides the main functionality mentioned above there are other key support features offered by most social media customer service software solutions:

- Real-time customer service responses consolidated into one unified platform
- Notifications and alerts to address spikes in requests and to monitor sensitive or contentious social media situations

### What are the Benefits of 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 deescalate customer complaints. Some of the biggest benefits of 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. By providing real-time customer support and seamlessly integrating social media into crosschannel customer service support strategy, businesses can positively impact sales and gain customer loyalty.

**Customer satisfaction** : Queries being resolved efficiently and also on a real-time (subjectively) basis helps improve service experience, increases customer satisfaction, and improves customer experience.

**Customer relationship:** Social media customer service software also helps improve relationships with customers, since it flags conversations, both good and bad, prioritizing them for the business to respond to appropriately. The software can identify frequently asked questions or recurring problems, which assists in product development and improves customer support.

**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 business marketing and development strategy.

**Prevent customer calls:** Customer service representatives can handle a great deal more when they are responding to customer comments online rather than fielding countless customer phone calls. This saves plenty of time and potentially money if businesses decide 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 representatives 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 a brand or business is mentioned positively on social media, the marketing team can use this as a way to advertise how the brand is performing well. By the same token, if a company is quick to respond to any customer complaints, then its marketing team can use this as leverage to promote active customer service representatives. Lots of customer data can be pulled from actively monitoring and responding to customer complaints on social media.

#### Software Related to Social Customer Service Software

[CRM software](https://www.g2.com/categories/crm) **:** CRM systems are typically the hub for customer information, and when customer service teams have access to customer information, they will be more effective in serving the customers with who they interact. A product that integrates with the CRM also potentially enables sales teams to play a role in customer service. If a customer is complaining over a social channel, the social customer service tool can route this complaint to the CRM. Then, the salesperson associated with the account can reach out in an effort to rectify the situation.

[Online reputation management software](https://www.g2.com/categories/online-reputation-management) **:** At its core, social customer service is about maintaining a positive brand image. Online reputation management software allows companies to monitor users’ online reviews and promote positive experiences through online review platforms. This goes together with social customer service since both types of software are geared toward helping companies manage their online brand presence.

[Chatbots software](https://www.g2.com/categories/chatbots) **:** Chatbots are automated, live online helpers based on artificial intelligence (AI), which helps provide answers to customers’ frequently asked questions. They are also a standard offering of social media customer service software. Chatbots offer instant online support and can transfer queries to contact center agents if needed. 

[Social media analytics software](https://www.g2.com/categories/social-media-analytics) **:** Social media analytics software provides functionality for gathering and reporting on data related to social media accounts. This is a great tool to complement social customer service software, as it provides more data about customer tendencies on social media. Understanding the most frequent customer complaints can help users craft more canned answers or see which parts of their product need the most improvement.

### Challenges 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 representatives 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.

### How to Buy Social Customer Service Software?

When choosing the social media customer service software that is right for a business, companies need to consider their specific needs to find the right fit. First, buyers should evaluate the need for social customer service software and determine what functionality will be most useful for the business. 

#### Requirements Gathering (RFI/RFP) for Social Customer Service Software

Some initial questions which should be asked include:

- How can social customer service software help the business?
- What is the volume of current requests or queries generated through the channel?
- Will this uplift present customer care service? 
- How customizable is it as per business needs?  
- How is the offering priced?

#### Compare Social Customer Service Software Products

**Create a long list**

Evaluating vendors should start with a long list, which will help to determine whether or not a given solution is a good fit. With a long list, businesses can create a broad list of tools that align with their goals. So that there is a level playing field, it is important to ask the same set of questions to each seller.

**Create a short list**

Next, a whittling down should take place. Through pointed questions, demos, and trials, buyers can go from a long list to a short one. Although this will differ for each business and use case, three to five products are typically a good number. With this list in hand, businesses can produce a matrix to compare the features and pricing of the various solutions.

**Conduct demos**

To ensure the comparison is thoroughgoing, the user should demo each solution on the short list with the same use case and datasets. This will allow the business to evaluate like for like and see how each vendor stacks up against the competition.

#### Selection of Social Customer Service Software

**Choose a selection team**

Before getting started, it's crucial to create a winning team that will work together throughout the entire process, from identifying pain points to implementation. The software selection team should consist of members of the organization who have the right interest, skills, and time to participate in this process. A good starting point is to aim for three to five people who fill roles such as the main decision maker, project manager, process owner, system owner, or staffing subject matter expert, as well as a technical lead, IT administrator, or security administrator. In smaller companies, the vendor selection team may be smaller, with fewer participants multitasking and taking on more responsibilities.

**Negotiation**

Just because something is written on a company’s pricing page, does not mean it is fixed (although some companies will not budge). It is imperative to open up a conversation regarding pricing and licensing. For example, the vendor may be willing to give a discount for multi-year contracts or for recommending the product to others.

**Final decision**

After this stage, and before going all in, it is recommended to roll out a test run or pilot program to test adoption with a small sample size of users. If the tool is well used and well received, the buyer can be confident that the selection was correct. If not, it might be time to go back to the drawing board.

### What Does Social Customer Service Software Cost?

The cost for social media customer service software ranges from:

- A free, very limited, entry-level offering to £12 per agent per month (USD $17 per agent per month)
- £70 per agent per month (USD $99 per agent per month) for a basic offering
- Up to £360 per agent per month (USD $499 per agent per month) for software with more advanced features and capabilities

### Social Customer Service Software Trends

Software trends, in many cases, are interrelated. The social media realm is evolving each day and is a hotbed of innovation and technology integration. The following trends go together with the current state of social media strategy and marketing as a whole.

**Artificial intelligence (AI)****:** AI is empowering businesses to optimize digital marketing efforts and target the right people at the right time. As a technology trend, AI is making waves in countless industries, from manufacturing to office administration. With regards to social media customer service software, AI helps provide an insight into customers’ activities across social platforms online and deliver digital customer service solutions to meet these needs in real time. [Artificial intelligence software](https://www.g2.com/categories/artificial-intelligence) helps businesses understand their audience and save time and money. 

**Analytics**** :** Social media customer service software can help by providing sophisticated analytics and insights into what customers are saying about a company or brand online. This helps businesses understand their customers, demographics, and the main pain points, or primary areas of satisfaction, and then address them appropriately.