# Best Social Customer Service Software - Page 4 ## 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 - 64,200+ 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** ### UserGuiding UserGuiding is a no-code product adoption platform for teams who need users to reach value on their own, without a support ticket or a training call. You build in-app guidance inside your own product using a visual editor and a Chrome extension, with no engineering ticket. Interactive guides and walkthroughs, onboarding checklists, tooltips, hotspots, banners and announcement modals, each targeted to segments you define from user attributes and events. One platform for the whole adoption loop. Onboard users, see where they stall, ask them why, collect what they want built next, show them what you committed to, then announce it in-app when it ships. Self-serve help: a standalone multilingual Knowledge Base, a Resource Center widget inside your product, and an AI Assistant that answers your users' questions conversationally from your own content. Deflect tickets without adding headcount. Feedback and evidence: in-app surveys and NPS targeted to the right users at the right moment, analytics on every guide, checklist and survey, and Session Replay to see exactly where users stall. Custom Alerts flag a material that stops performing, instead of you finding out at the monthly review. Feature requests and public roadmap: your users submit ideas inside your product and vote on each other's. Everything lands in an inbox you approve before anything goes public. What you pick moves onto a public roadmap in status columns you name yourself, and when it ships it becomes an update post on the same page the request started on. AI-native access: UserGuiding ships an MCP server, so you can query your own adoption data straight from Claude, Cursor or any MCP client rather than exporting spreadsheets. The 1:1 onboarding program: twelve weeks, one hour a week, someone from our team on a call with yours, building in your account instead of handing you a plan. Each session takes one piece of your user journey and gets something live. UserGuiding is the only product adoption platform that includes a weekly 1:1 onboarding program at no additional fee. Everywhere else, hands-on implementation is a paid services engagement or reserved for enterprise contracts. You can see what UserGuiding costs without booking a call. Plans start at $174 per month billed annually. Enterprise adds SAML SSO, activity logs, migration support, and SOC 2, GDPR and HIPAA compliance. More than 1,000 companies use UserGuiding, which holds 4.7 stars across 772 G2 reviews, most often praised for how quickly it goes live. [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=2026-07-30T20%3A42%3A00Z&secure%5Bdisplayable_resource_id%5D=10&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=neighbor_category&secure%5Bplacement_resource_ids%5D%5B%5D=10&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=85720&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%3D4&secure%5Btoken%5D=6f20911f33012aa17a2e04a685a6cebc0a04284de7132335812e2011c232a01d&secure%5Burl%5D=https%3A%2F%2Fuserguiding.com%2F%3Futm_source%3Dg2%26utm_medium%3Dcpc%26utm_campaign%3Dg2_cpc&secure%5Burl_type%5D=custom_url) ### [Eclincher](https://www.g2.com/products/eclincher/reviews) Eclincher is an AI-powered social media management, brand monitoring, and local SEO tools. Some of Eclincher’s main features include an AI publishing agent, post scheduling, a visual calendar, a unified social inbox, an AI auto-reply agent, web and social monitoring, smart queue auto-publishing, topic-suggested content, advanced live analytics with drag-and-drop customization, post approval, and team collaboration. Ranked #1 for ROI in social media management, eclincher integrates with Facebook, Instagram, X, LinkedIn, Google Business, YouTube, TikTok, Threads, Pinterest, Reddit, and more, boosting local SEO rankings and performance tracking. Eclincher is the ideal solution for managing multiple accounts, tracking performance, and optimizing digital presence. Key Features: - Publishing and Scheduling: Effortlessly plan, schedule, and automate publishing posts with AI agent, visual content calendar and customizable automation queues to streamline workflows. - Unified Social Inbox: Centralize and manage all messages, comments, reviews, and mentions in one place, ensuring no customer interaction is overlooked. Save time with AI Auto Reply agent to do the work for you. - Social Listening: Monitor brand mentions, keywords, hashtags, and industry trends to gain valuable insights and stay ahead of the competition. - Brand Monitoring: Track your brand’s reputation and online presence to understand customer perceptions and address feedback effectively. - Analytics and Reporting: Leverage in-depth analytics and create detailed, customizable reports to measure performance and refine your strategy. - Local Listings Management: Ensure accurate and consistent business information across directories to boost local SEO rankings and online trust. - Local SEO: Enhance your local visibility by optimizing keywords, business profiles, and content to reach your target audience effectively. Eclincher is designed for businesses of all sizes, making it easy to connect with audiences and thrive in the ever-evolving digital landscape. **Average Rating:** 4.6/5.0 **Total Reviews:** 437 #### How Do G2 Users Rate Eclincher? - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10) - **Visitor Activity:** 8.6/10 (Category avg: 8.4/10) - **Mentions:** 8.8/10 (Category avg: 8.5/10) - **Reporting:** 8.8/10 (Category avg: 8.4/10) #### Who Is the Company Behind Eclincher? - **Seller:** [Eclincher](https://www.g2.com/sellers/eclincher) - **Year Founded:** 2012 - **HQ Location:** Palo Alto, CA - **Twitter:** @eClincher 10,947 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=25c356d43ae253c95248296c5fe1dea85404c99547ad8fe08d14e27db654bd0b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F3038721%2F&secure%5Burl_type%5D=linkedin_company_website) 47 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Community Manager, CEO - **Top Industries:** Marketing and Advertising, Information Technology and Services - **Company Size:** 78% Small, 16% Medium #### What Do G2 Reviewers Say About Eclincher? _AI-generated summary from verified user reviews_ ##### Cons - Users feel the **cost of Eclincher is high** compared to other programs offering similar features at lower prices. - Users feel that Eclincher's pricing is **expensive** compared to other similar tools available at lower costs. - Users find Eclincher's pricing to be **excessively high** compared to similar programs with lower costs. #### What Are Recent G2 Reviews of Eclincher? **["AN AMAZING TOOL AND TEAM"](https://www.g2.com/survey_responses/eclincher-review-9559093)** **Rating:** 5.0/5.0 stars _— Carlos F._ [Read full review](https://www.g2.com/survey_responses/eclincher-review-9559093) **["Efficiency and Exceptional Customer Service"](https://www.g2.com/survey_responses/eclincher-review-12210035)** **Rating:** 5.0/5.0 stars _— Marc-André D._ [Read full review](https://www.g2.com/survey_responses/eclincher-review-12210035) #### What Are G2 Users Discussing About Eclincher? - [What is eclincher used for?](https://www.g2.com/discussions/what-is-eclincher-used-for) ### [Verint Channel Automation](https://www.g2.com/products/verint-channel-automation/reviews) Verint® Channel Automation™ unifies your customer interactions across channels in a single agent workspace. It powers consistent conversations, leverages automation, and deploys staff flexibly all with fewer resources and less effort. Verint Channel Automation includes four main areas to help you engage with customers at scale: - Agent Workspace - Workforce Orchestration - Intelligent Automation - Universal Routing Say yes to AI-powered bots, too: - Reduce inbound volume - Improve CSAT - Reduce Average Handle Time To deliver superior CX, get started with Verint Channel Automation today! **Average Rating:** 4.4/5.0 **Total Reviews:** 65 #### How Do G2 Users Rate Verint Channel Automation? - **Has the product been a good partner in doing business?:** 8.8/10 (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 Verint Channel Automation? - **Seller:** [Verint](https://www.g2.com/sellers/verint) - **Year Founded:** 1994 - **HQ Location:** Melville, New York - **Twitter:** @Verint 7,739 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4b20cca92e44af2b98c53797e90b6315728690101f1adedb4ff45cb9ca0e59f4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fverint&secure%5Burl_type%5D=linkedin_company_website) 4,343 employees on LinkedIn® - **Ownership:** Thoma Bravo #### Who Uses This Product? - **Company Size:** 48% Large, 45% Medium #### What Do G2 Reviewers Say About Verint Channel Automation? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **effective AI technology** in Verint Channel Automation for improving conversations and time management. - Users value the **efficient time management** capabilities of Verint Channel Automation, enhancing productivity and scheduling for employees. - Users value the **effective case management** capabilities of Verint Channel Automation for monitoring employee tasks and schedules. - Users find Verint Channel Automation a valuable **communication tool** for managing conversations, scheduling, and employee tasks. - Users value the **conversation management capabilities** of Verint Channel Automation, enhancing scheduling and employee productivity. ##### Cons - Users find that **support response times are often too long** , especially for clients in Latin America. - Users experience **glitches in logging requests** , which hinder progress and require redoing efforts unnecessarily. - Users have experienced **poor customer support** , with slow response times for Latin America clients impacting their satisfaction. - Users experience **response delays** from support, particularly affecting clients in Latin America and hindering timely assistance. - Users often face **software bugs** that cause glitches during request logging, necessitating redoing entire requests to proceed. #### What Are Recent G2 Reviews of Verint Channel Automation? **["Verint Channel Automation: Streamlining Success"](https://www.g2.com/survey_responses/verint-channel-automation-review-8883530)** **Rating:** 4.5/5.0 stars _— Mukisa M._ [Read full review](https://www.g2.com/survey_responses/verint-channel-automation-review-8883530) **["Verint"](https://www.g2.com/survey_responses/verint-channel-automation-review-10732741)** **Rating:** 5.0/5.0 stars _— Verified User in Printing_ [Read full review](https://www.g2.com/survey_responses/verint-channel-automation-review-10732741) #### What Are G2 Users Discussing About Verint Channel Automation? - [What is Verint Messaging used for?](https://www.g2.com/discussions/what-is-verint-messaging-used-for) - 1 comment - [What is Verint Case Management Enterprise used for?](https://www.g2.com/discussions/what-is-verint-case-management-enterprise-used-for) - 1 comment ### [Orlo](https://www.g2.com/products/orlo/reviews) Orlo is obsessed with one thing… “Building stronger and more resilient communities”. Trust is the foundation of any successful community with 42% of the UK population distrusting their local government. Orlo is the only Social Media Management platform purpose-built for the public sector and is already used by over 400 UK public sector organisations. Orlo’s tools include: Social Media Management Platform Social Listening Media Monitoring Insights Chatbot Live Chat Create campaigns that boost engagement, enhance experiences, and build trust, seamlessly uniting the conversations happening across social media platforms. **Average Rating:** 4.4/5.0 **Total Reviews:** 33 #### How Do G2 Users Rate Orlo? - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10) - **Visitor Activity:** 8.3/10 (Category avg: 8.4/10) - **Mentions:** 8.3/10 (Category avg: 8.5/10) - **Reporting:** 7.8/10 (Category avg: 8.4/10) #### Who Is the Company Behind Orlo? - **Seller:** [Orlo](https://www.g2.com/sellers/orlo) - **Year Founded:** 2013 - **HQ Location:** Birmingham, Midlands - **Twitter:** @HelloOrlo 7,097 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=81bd1a0a2a35bf1db2155bf2f8612dabc9ac9957b4ff9365a519265beca60651&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2819871%2F&secure%5Burl_type%5D=linkedin_company_website) 102 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Government Administration - **Company Size:** 55% Large, 30% Medium #### What Are Recent G2 Reviews of Orlo? **["Importance of use of social media within community policing"](https://www.g2.com/survey_responses/orlo-review-9598937)** **Rating:** 5.0/5.0 stars _— Anna S._ [Read full review](https://www.g2.com/survey_responses/orlo-review-9598937) **["Orlo - the time saving platform for content."](https://www.g2.com/survey_responses/orlo-review-8435106)** **Rating:** 4.5/5.0 stars _— Lauren A._ [Read full review](https://www.g2.com/survey_responses/orlo-review-8435106) #### What Are G2 Users Discussing About Orlo? - [What is Orlo used for?](https://www.g2.com/discussions/what-is-orlo-used-for) ### [Mojo Helpdesk](https://www.g2.com/products/mojo-helpdesk/reviews) Mojo Helpdesk makes customer service and IT support easy. Centralize requests, assign, automate, track progress, and get more done faster. The best alternative to managing requests with spreadsheets and emails, Mojo Helpdesk puts them all in a powerful but simple ticket tracking system. Cut down incoming requests with a self-service knowledge base, keep things organized by assigning and tagging tickets, and leverage automation for improved efficiency. With over 2.5 million happy users, Mojo Helpdesk is the top choice for IT professionals and customer service managers, and agents. Used by small and medium-sized businesses, schools and educational institutions, healthcare organizations, government agencies, and many others. Get started in minutes, connect to your company or organization’s Google Workspace, and begin managing requests, creating knowledge base articles, managing assets, setting SLA benchmarks, tracking and reporting. **Average Rating:** 4.4/5.0 **Total Reviews:** 235 #### How Do G2 Users Rate Mojo Helpdesk? - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10) - **Visitor Activity:** 8.8/10 (Category avg: 8.4/10) - **Mentions:** 8.0/10 (Category avg: 8.5/10) - **Reporting:** 8.2/10 (Category avg: 8.4/10) #### Who Is the Company Behind Mojo Helpdesk? - **Seller:** [Mojo Helpdesk](https://www.g2.com/sellers/mojo-helpdesk) - **Year Founded:** 2011 - **HQ Location:** Austin, Texas - **Twitter:** @mojohelpdesk 705 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=cda33c6dd16168ff5290175391666242838ebcd260eb98a213757d52a28459e5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fmojo-helpdesk%2F&secure%5Burl_type%5D=linkedin_company_website) 2 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Information Technology and Services, Primary/Secondary Education - **Company Size:** 55% Medium, 30% Small #### What Do G2 Reviewers Say About Mojo Helpdesk? _AI-generated summary from verified user reviews_ ##### Cons - Users report **bugs with layouts and media** , affecting the overall user experience in Mojo Helpdesk. - Users face **button issues** that hinder functionality, particularly with layout consistency and media handling. - Users experience **editing difficulties** with layouts and media, hindering their overall satisfaction with Mojo Helpdesk. - Users report **formatting issues** with layouts and images, impacting their overall experience with Mojo Helpdesk. - Users struggle with **layout issues** , especially when switching to dark mode and managing images effectively. #### What Are Recent G2 Reviews of Mojo Helpdesk? **["Good for Frequent Users"](https://www.g2.com/survey_responses/mojo-helpdesk-review-8439190)** **Rating:** 4.0/5.0 stars _— Chel M._ [Read full review](https://www.g2.com/survey_responses/mojo-helpdesk-review-8439190) **["Perfect Integration, Simple Setup"](https://www.g2.com/survey_responses/mojo-helpdesk-review-12839476)** **Rating:** 5.0/5.0 stars _— Hugo I. D._ [Read full review](https://www.g2.com/survey_responses/mojo-helpdesk-review-12839476) #### What Are G2 Users Discussing About Mojo Helpdesk? - [How much does Mojo Helpdesk cost?](https://www.g2.com/discussions/how-much-does-mojo-helpdesk-cost) - [What is Mojo in software?](https://www.g2.com/discussions/what-is-mojo-in-software) - [Is Mojo Helpdesk free?](https://www.g2.com/discussions/is-mojo-helpdesk-free) - 2 comments - [What are the features of help desk software?](https://www.g2.com/discussions/mojo-helpdesk-what-are-the-features-of-help-desk-software) - 1 comment, 1 upvote ### [Gallabox](https://www.g2.com/products/gallabox/reviews) Gallabox is an AI-powered customer conversation platform built for businesses that depend on fast, consistent and high-quality customer engagement. The platform helps teams manage conversations across WhatsApp, Instagram, web chat and voice, bringing AI agents, automation, team inbox workflows and customer context into one connected system. Instead of treating customer conversations as scattered messages, Gallabox helps businesses turn them into structured journeys that support lead capture, qualification, follow-ups, bookings, payments, support and revenue growth. Designed for conversation-led businesses, Gallabox serves teams across industries such as real estate, education, healthcare, travel, financial services, e-commerce, automotive and professional services. The platform is especially useful for businesses that receive a high volume of customer inquiries across multiple channels and need a reliable way to respond quickly, qualify intent and move customers toward the next step. With its shared team inbox, AI-powered automation and conversation history, Gallabox helps sales, marketing and support teams collaborate more effectively and ensure that no high-intent customer interaction is missed. Gallabox enables businesses to deploy AI agents that can answer common questions, qualify leads, capture customer details, book appointments, trigger follow-ups and hand over conversations to the right team member with context. These AI agents work alongside human teams, helping them reduce repetitive work while staying focused on high-value conversations. Businesses can automate key customer journeys, including Click-to-WhatsApp lead capture, Instagram DM responses, web chat inquiries, voice follow-ups, drip campaigns, broadcasts, appointment reminders, payment nudges and post-purchase engagement. A key strength of Gallabox is its ability to connect customer conversations with the tools businesses already use. The platform integrates with CRMs, payment systems, calendars, marketing tools, commerce platforms and automation workflows, including tools such as Zoho CRM, HubSpot, Shopify, WooCommerce, Razorpay, Google Calendar, Calendly, Zapier and more. These integrations help businesses sync customer data, route conversations, update lead stages, collect payments, track campaign performance and maintain continuity across the customer journey. Gallabox is built for businesses that want more than a messaging tool. It gives customer-facing teams the speed, structure and visibility they need to manage conversations across channels, automate repetitive workflows and improve conversion outcomes. By combining AI agents, omnichannel engagement, shared team collaboration and integrations in one platform, Gallabox helps businesses respond faster, qualify better and create more connected customer experiences from first inquiry to conversion and beyond. **Average Rating:** 4.6/5.0 **Total Reviews:** 164 #### How Do G2 Users Rate Gallabox? - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10) - **Visitor Activity:** 5.8/10 (Category avg: 8.4/10) - **Mentions:** 9.4/10 (Category avg: 8.5/10) - **Reporting:** 10.0/10 (Category avg: 8.4/10) #### Who Is the Company Behind Gallabox? - **Seller:** [MangoLeap](https://www.g2.com/sellers/mangoleap) - **Company Website:** gallabox.com - **Year Founded:** 2020 - **HQ Location:** Chennai, IN - **Twitter:** @gallabox 147 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b6ec7be6c60ea5bd83d2b06f60d6f001099dddcd8f2f383aeeb3957ee146b1aa&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fgallabox%2F&secure%5Burl_type%5D=linkedin_company_website) 91 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Founder, CEO - **Top Industries:** Education Management, Apparel & Fashion - **Company Size:** 73% Small, 21% Medium #### What Do G2 Reviewers Say About Gallabox? _AI-generated summary from verified user reviews_ ##### Pros - Users find Gallabox to be **intuitive and easy to set up** , making customer communication management seamless and effective. - Users highlight the **automation features** of Gallabox, enhancing communication efficiency and streamlining their workflows effectively. - Users commend Gallabox for its **excellent customer support** and effective integration capabilities that enhance team communication. - Users love the **seamless integrations** of Gallabox, enhancing team collaboration and efficiency in managing WhatsApp communications. - Users highlight the **easy integrations** of Gallabox, facilitating seamless connections with tools like HubSpot for improved communication. ##### Cons - Users find the **reporting and analytics dashboard limited** , lacking essential insights for effective communication management. - Users find the **reporting features inadequate** , limiting insights on performance and response metrics, which hinders optimization. - Users desire more **customization options** in Gallabox templates for a tailored experience that meets their specific needs. - Users note **limited training resources** for bots, impacting their effectiveness and requiring more support for setup. - Users find **customer support unsatisfactory** , citing poor response times and a lack of helpful documentation for troubleshooting. #### What Are Recent G2 Reviews of Gallabox? **["Gallabox Makes WhatsApp Customer Conversations Fast, Organized, and Efficient"](https://www.g2.com/survey_responses/gallabox-review-12510483)** **Rating:** 4.5/5.0 stars _— Verified User in Information Technology and Services_ [Read full review](https://www.g2.com/survey_responses/gallabox-review-12510483) **["Gallabox is working great for us"](https://www.g2.com/survey_responses/gallabox-review-11460896)** **Rating:** 4.5/5.0 stars _— Verified User in Computer Software_ [Read full review](https://www.g2.com/survey_responses/gallabox-review-11460896) ### [Superchat](https://www.g2.com/products/superchat/reviews) Superchat is an all-in-one messaging software for businesses. Through the platform, businesses can bundle different digital communication channels such as WhatsApp, Facebook, Instagram, Telegram and Email into a universal inbox. This allows companies to communicate personally and simply with prospects and customers via their channel of choice, streamlining and making communication more efficient. In addition to bundling various communication channels, Superchat offers additional features aiming to help businesses build customer relationships and unify and automate communication. **Average Rating:** 4.6/5.0 **Total Reviews:** 112 #### How Do G2 Users Rate Superchat? - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10) - **Visitor Activity:** 7.4/10 (Category avg: 8.4/10) - **Mentions:** 7.7/10 (Category avg: 8.5/10) - **Reporting:** 7.4/10 (Category avg: 8.4/10) #### Who Is the Company Behind Superchat? - **Seller:** [Super X GmbH](https://www.g2.com/sellers/super-x-gmbh) - **Year Founded:** 2020 - **HQ Location:** Berlin, DE - **Twitter:** @superchat\_com 11 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4cf49643e8daf0be5ad6530fab713054ef243dd68859a2bd8d9813eb6273e7cc&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsuperchatcom&secure%5Burl_type%5D=linkedin_company_website) 99 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** CEO, Director - **Top Industries:** Insurance, Marketing and Advertising - **Company Size:** 79% Small, 21% Medium #### What Do G2 Reviewers Say About Superchat? _AI-generated summary from verified user reviews_ ##### Pros - Users rave about the **amazing customer support** of Superchat, with easy setup and effective tools for managing multiple accounts. - Users value the **user-friendliness and simplicity** of Superchat, enjoying quick connections with customers. - Users value the **seamless communication ease** of Superchat, appreciating the responsive support and user-friendly interface. - Users find Superchat to be **easy to use** , coupled with excellent support, enhancing their overall experience. - Users praise the **easy setup and powerful marketing features** of Superchat, enhancing engagement and client management. ##### Cons - Users face **significant bugs** with integration, leading to wasted resources and unresolved issues despite repeated escalations. - Users express frustration over **ticketing issues** , noting the inability to resume conversations after 24 hours. - Users find Superchat's **added costs for features** like automations and integrations to be quite high. - Users report serious **integration issues** with Superchat, leading to wasted resources and unmet expectations for their CRM needs. - Users report a concerning **lack of insights** from Superchat, leading to failed integrations and wasted resources. #### What Are Recent G2 Reviews of Superchat? **["Great support, intuitively designed user portal - we are very satisfied."](https://www.g2.com/survey_responses/superchat-review-10691037)** **Rating:** 5.0/5.0 stars _— Autohaus F._ [Read full review](https://www.g2.com/survey_responses/superchat-review-10691037) **["Strong Onboarding + Strong Support"](https://www.g2.com/survey_responses/superchat-review-10729070)** **Rating:** 5.0/5.0 stars _— Julian W._ [Read full review](https://www.g2.com/survey_responses/superchat-review-10729070) ### [Interakt](https://www.g2.com/products/haptik-interakt/reviews) Launched in 2020, Interakt is a full-stack conversational marketing, sales, and support platform built on top of official WhatsApp Business APIs. Over 10,000 businesses across the globe trust Interakt to reduce CAC, improve customer LTV, and drive repeat purchases. The platform is built on the same technology that powered the Indian government’s MyGOV COVID Bot on WhatsApp, which handled 150 million users and 600 million messages. Additionally, it brought the world the first-ever end-to-end, immersive shopping experience on WhatsApp for Jio Mart. This achievement earned recognition from Mr. Mark Zuckerberg himself. **Average Rating:** 4.5/5.0 **Total Reviews:** 68 #### How Do G2 Users Rate Interakt? - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10) - **Visitor Activity:** 5.4/10 (Category avg: 8.4/10) - **Mentions:** 6.3/10 (Category avg: 8.5/10) - **Reporting:** 8.3/10 (Category avg: 8.4/10) #### Who Is the Company Behind Interakt? - **Seller:** [Haptik](https://www.g2.com/sellers/haptik) - **Year Founded:** 2013 - **HQ Location:** New York, US - **Twitter:** @haptik 5,970 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9850b7887d231c0d1cea07e39676b6bb9388d2b4d2b9ae7cc7a20f468add33c9&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fhaptik-inc%2F&secure%5Burl_type%5D=linkedin_company_website) 309 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Apparel & Fashion, Marketing and Advertising - **Company Size:** 65% Small, 28% Medium #### What Do G2 Reviewers Say About Interakt? _AI-generated summary from verified user reviews_ ##### Pros - Users find Interakt to be **easy to use** , enabling efficient communication and management through its user-friendly platform. - Users find Interakt to be **incredibly helpful** for team communication and client interaction automation. - Users love the **ease of automation** in Interakt, enhancing their WhatsApp campaigns and customer interactions. - Users value the **easy campaign setup** in Interakt, benefiting from simple, user-friendly automations and chat features. - Users find Interakt's **chat features** simple and user-friendly, enhancing interactions with customers through effective automation. ##### Cons - Users express disappointment with **poor customer support** , citing limited options and slow response times. - Users find **adjustment difficulties** when setting the automated flow, leading to a frustrating experience with Interakt. - Users feel the **app availability is primarily for bulk messaging** , lacking more interactive and user-friendly features. - Users find that **setting automated flows** can be tricky, leading to potential frustrations in using Interakt. - Users find the **complex features** of Interakt overwhelming, leading to a steep learning curve for regular use. #### What Are Recent G2 Reviews of Interakt? **["Feature-Rich WhatsApp Business Solution for Scalable Communication"](https://www.g2.com/survey_responses/interakt-review-12927422)** **Rating:** 4.5/5.0 stars _— Vijin V._ [Read full review](https://www.g2.com/survey_responses/interakt-review-12927422) **["Robust Whatsapp Solution for Business."](https://www.g2.com/survey_responses/interakt-review-12602137)** **Rating:** 5.0/5.0 stars _— Mandip P._ [Read full review](https://www.g2.com/survey_responses/interakt-review-12602137) ### [Freshchat](https://www.g2.com/products/freshworks-freshchat/reviews) Freshchat (a product of Freshworks Inc.) is a conversational engagement solution that helps businesses engage with customers across multiple channels such as web chat, email, phone, and social channels like WhatsApp, Instagram, and iMessage. Freshchat also offers native AI-powered chatbots that can be easily built with a no-code builder, which helps businesses provide personalized self-service at scale. With Freshchat's journey builder and ready-made playbooks, businesses can stay ahead of their customer's needs and support them proactively whenever necessary. Freshchat also provides a comprehensive view of the customer's conversation history and other relevant information, making agents more productive and enabling them to provide personalized experiences. **Average Rating:** 4.4/5.0 **Total Reviews:** 468 #### How Do G2 Users Rate Freshchat? - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10) - **Visitor Activity:** 9.2/10 (Category avg: 8.4/10) - **Mentions:** 9.4/10 (Category avg: 8.5/10) - **Reporting:** 8.9/10 (Category avg: 8.4/10) #### Who Is the Company Behind Freshchat? - **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks) - **Year Founded:** 2010 - **HQ Location:** San Mateo, CA - **Twitter:** @FreshworksInc 19,020 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5f531480627d021846a1bab97814f28776888079b40b7e07b52045e7d1e35c99&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffreshworks-inc%2F&secure%5Burl_type%5D=linkedin_company_website) 7,505 employees on LinkedIn® - **Ownership:** NASDAQ: FRSH #### Who Uses This Product? - **Who Uses This:** Founder - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 59% Small, 36% Medium #### What Do G2 Reviewers Say About Freshchat? _AI-generated summary from verified user reviews_ ##### Pros - Users find Freshchat's **ease of use** remarkable, allowing quick automation setups and seamless customer interactions. - Users appreciate the **convenience of multiple channels** in Freshchat, enhancing customer support efficiency and personalization. - Users appreciate the **user-friendly interface and features** of FreshChat for efficient customer support management. - Users appreciate the **ease of Automations** in Freshchat, enabling quick resolutions and customizable user interactions. - Users value the **seamless integrations** of Freshchat, streamlining customer support across multiple channels effortlessly. ##### Cons - Users find that Freshchat's **AI limitations** hinder advanced automation and complex routing compared to competitors. - Users experience **chatbot issues** with Freddy AI, citing limited automation and understanding affecting overall efficiency. - Users experience **chat issues** with confusing dashboards, missed notifications, and limited message editing options. - Users find the **learning curve steep** due to tricky custom reports and complex chatbot setup. - Users find Freshchat's **limited AI capabilities** inadequate for nuanced automation and complex routing compared to competitors. #### What Are Recent G2 Reviews of Freshchat? **["Fresh Experience with Intuitive Agent Builder"](https://www.g2.com/survey_responses/freshchat-review-12923561)** **Rating:** 4.5/5.0 stars _— Akshat K._ [Read full review](https://www.g2.com/survey_responses/freshchat-review-12923561) **["Streamlined Chat Management with Robust Features"](https://www.g2.com/survey_responses/freshchat-review-12657839)** **Rating:** 4.0/5.0 stars _— Mandip P._ [Read full review](https://www.g2.com/survey_responses/freshchat-review-12657839) ### [Bevatel](https://www.g2.com/products/bevatel/reviews) Bevatel is a Saudi company delivering advanced cloud-based contact center systems and unified communication. **Average Rating:** 4.8/5.0 **Total Reviews:** 81 #### How Do G2 Users Rate Bevatel? - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10) - **Visitor Activity:** 10.0/10 (Category avg: 8.4/10) - **Mentions:** 9.2/10 (Category avg: 8.5/10) - **Reporting:** 10.0/10 (Category avg: 8.4/10) #### Who Is the Company Behind Bevatel? - **Seller:** [Bevatel Account](https://www.g2.com/sellers/bevatel-account) - **Company Website:** www.bevatel.com - **HQ Location:** Riyadh - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=3a3ba21457721c04ab27eb35c08d54e9a023b0c997229606213f81a6c3047cfc&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbevatelsa%2F&secure%5Burl_type%5D=linkedin_company_website) 189 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Marketing and Advertising - **Company Size:** 37% Small, 11% Medium #### What Do G2 Reviewers Say About Bevatel? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate Bevatel's **ease of use** , enjoying its clear interface and efficient customer communication management. - Users value Bevatel's **exceptional support and communication** , enhancing operational efficiency and user satisfaction across their services. - Users praise Bevatel for its **exceptional customer support** and efficient communication solutions, enhancing overall operational effectiveness. - Users highlight the **easy setup** of Bevatel, noting its straightforward and stress-free installation process. - Users appreciate the **easy setup** of Bevatel, ensuring a smooth transition and efficient communication from the start. ##### Cons - Users report **integration issues** with Bevatel, resulting in complications and delays in functionality and record management. - Users experience **call issues** with Bevatel, including slow transfers, integration problems, and stability concerns during long calls. - Users express a need for more **clarity** regarding the system and services to enhance their overall experience. - Users experience **connectivity issues** with Bevatel, affecting call stability and configuration with local service providers. - Users find **limited access** to messaging features, suggesting the need for improved provider integration and user interface. #### What Are Recent G2 Reviews of Bevatel? **["Streamlined Customer Communication and Efficient Reporting"](https://www.g2.com/survey_responses/bevatel-review-12865523)** **Rating:** 5.0/5.0 stars _— اسراء ._ [Read full review](https://www.g2.com/survey_responses/bevatel-review-12865523) **["Befatel facilitates communication and work organization."](https://www.g2.com/survey_responses/bevatel-review-12991717)** **Rating:** 5.0/5.0 stars _— Mohamed A._ [Read full review](https://www.g2.com/survey_responses/bevatel-review-12991717) ### [Lime Connect (formerly Userlike)](https://www.g2.com/products/lime-connect-formerly-userlike/reviews) is Germany's leading AI-Agent platform for customer communication. AI Agents automate complete service processes, integrated into your existing systems and developed in Germany for maximum security. All customer messages from website chat, WhatsApp, Facebook Messenger, Instagram, Telegram, email, and more are centralized in Lime Connect's Message Center. AI Agents resolve recurring requests end-to-end, while professional service features such as voice messages, live translations, intelligent routing, and browser-based video calls with screen sharing support teams when human expertise is needed. The mobile app ensures that customer interactions can be managed anytime, anywhere. Connect AI takes your customer service to the next level. Deploy autonomous AI Agents that handle up to 70% of interactions independently, automate workflows, and update integrated systems such as your CRM or commerce platform. With our visual no-code Workflow Builder, you can structure and automate business processes efficiently—defining triggers, conditions, and actions via drag and drop, without any programming knowledge. In combination with Connect AI, workflows can be enhanced with intelligent decision logic, enabling faster responses while reducing manual work. The AI Copilot supports your service team by summarizing conversations, suggesting responses, and providing relevant knowledge in real time. Both features improve efficiency, reduce costs, and maintain high-quality customer interactions. Lime Connect also provides tools for lead generation and follow-up, including a modern website messenger and WhatsApp Campaigns for direct, personalized communication with customers. Existing chatbots can be integrated via the chatbot API to extend your AI capabilities. Since Lime Connect was founded over 10 years ago, data protection has always been a top priority. All data is stored securely on German servers making Lime Connect a GDPR-compliant customer messaging solution. With its secure data infrastructure and special features, Lime Connect guarantees data protection and security for your customers, your employees and your company as a whole. Lime Connect is suitable for all company sizes because the software is flexible and adapts to your needs and goals. Small and medium-sized companies, as well as large corporations such as Toyota and Hermes, already rely on Lime Connect. **Average Rating:** 4.4/5.0 **Total Reviews:** 441 #### How Do G2 Users Rate Lime Connect (formerly Userlike)? - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.1/10) - **Visitor Activity:** 8.5/10 (Category avg: 8.4/10) - **Mentions:** 7.8/10 (Category avg: 8.5/10) - **Reporting:** 7.7/10 (Category avg: 8.4/10) #### Who Is the Company Behind Lime Connect (formerly Userlike)? - **Seller:** [Lime Connect](https://www.g2.com/sellers/lime-connect) - **Year Founded:** 2011 - **HQ Location:** Cologne, Germany - **Twitter:** @userlike 5,037 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4ad50a9a78d438a80aca6be6f781a627e4f90eb0e8d005ff3d1fabe5255379cb&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2855046%2F&secure%5Burl_type%5D=linkedin_company_website) 47 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** CEO, Marketing Manager - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 80% Small, 16% Medium #### What Do G2 Reviewers Say About Lime Connect (formerly Userlike)? _AI-generated summary from verified user reviews_ ##### Pros - Users praise the **easy WhatsApp implementation** , which simplifies their customer management processes significantly. - Users love the **easy WhatsApp integration** , simplifying their customer management process significantly. - Users find **WhatsApp integration** effortless, enhancing their experience in managing customer interactions smoothly. - Users praise the **easy WhatsApp implementation** of Lime Connect, simplifying customer management significantly. - Users love the **easy WhatsApp integration** , making customer management seamless and efficient. ##### Cons - Users find the product **expensive** , which may deter some despite its functionality. - Users find the **bland design** of Lime Connect lacking, despite acknowledging its functionality and pricing concerns. #### What Are Recent G2 Reviews of Lime Connect (formerly Userlike)? **["AI Power and Ease of Use"](https://www.g2.com/survey_responses/lime-connect-formerly-userlike-review-8977654)** **Rating:** 4.0/5.0 stars _— Nello P._ [Read full review](https://www.g2.com/survey_responses/lime-connect-formerly-userlike-review-8977654) **["I did research for my client that was building a new website and Userlike floated to the top."](https://www.g2.com/survey_responses/lime-connect-formerly-userlike-review-8968512)** **Rating:** 5.0/5.0 stars _— Randy R._ [Read full review](https://www.g2.com/survey_responses/lime-connect-formerly-userlike-review-8968512) #### What Are G2 Users Discussing About Lime Connect (formerly Userlike)? - [What is Userlike used for?](https://www.g2.com/discussions/what-is-userlike-used-for) ### [Trengo](https://www.g2.com/products/trengo/reviews) Trengo is an AI-first customer communication platform used by 17,000+ people worldwide. WhatsApp Business API, email, live chat, voice, and social channels connect into one shared inbox where AI agents resolve up to 80% of repetitive conversations automatically, in 70+ languages, 24/7. AI agents handle FAQs, qualify leads, update contact details, and escalate to humans when needed across every channel, without code. Native integrations include HubSpot, Salesforce, Shopify, WooCommerce, Magento, Lightspeed, and Klaviyo. As an official WhatsApp Business Solution Provider and Meta Business Partner, Trengo supports WhatsApp CRM and WhatsApp marketing at scale. Used across eCommerce, hospitality, travel, leisure, and automotive as a leading alternative to Zendesk, Freshdesk, Intercom, Front, Gorgias, Tidio, Respond.io, and WATI. **Average Rating:** 4.3/5.0 **Total Reviews:** 244 #### How Do G2 Users Rate Trengo? - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10) - **Visitor Activity:** 7.2/10 (Category avg: 8.4/10) - **Mentions:** 8.5/10 (Category avg: 8.5/10) - **Reporting:** 7.5/10 (Category avg: 8.4/10) #### Who Is the Company Behind Trengo? - **Seller:** [Trengo](https://www.g2.com/sellers/trengo) - **Year Founded:** 2017 - **HQ Location:** Utrecht, Utrecht, Netherlands - **Twitter:** @TrengoHQ 284 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=228e8443f9724388346b3da0c8bc5c5a18fec1e670fc19a93f72be1da9f85901&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ftrengo%2Fabout%2F&secure%5Burl_type%5D=linkedin_company_website) 90 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Leisure, Travel & Tourism, Apparel & Fashion - **Company Size:** 73% Small, 26% Medium #### What Do G2 Reviewers Say About Trengo? _AI-generated summary from verified user reviews_ ##### Pros - Users love the **ease of use** of Trengo, appreciating its intuitive design and straightforward implementation. - Users find Trengo's **helpful AI workflow automations** and customer support invaluable for efficient communication management. - Users appreciate the **great customer support** from Trengo, making onboarding and integration seamless and efficient. - Users value the **integrated multi-channel messaging features** of Trengo, enhancing chat management and organization effortlessly. - Users value the **streamlined communication** Trengo offers, enhancing customer interactions with ease and effective support. ##### Cons - Users note that Trengo has some **missing features** like linking FAQ pages and ineffective reports, impacting usability. - Users feel the **limited features** of Trengo hinder communication, especially with WhatsApp and overall usability. - Users are frustrated with **messaging issues** in Trengo, including limitations on WhatsApp and slow loading times. - Users find the **chat functionality lacking** , with significant limitations affecting efficiency and user experience. - Users find the **learning curve steep** , noting difficulties in setup and unintuitive features within Trengo. #### What Are Recent G2 Reviews of Trengo? **["Organized Inbox and Efficient Task Management with Trengo"](https://www.g2.com/survey_responses/trengo-review-11951871)** **Rating:** 4.5/5.0 stars _— Ashley d._ [Read full review](https://www.g2.com/survey_responses/trengo-review-11951871) **["Great partnership with Trengo"](https://www.g2.com/survey_responses/trengo-review-11596795)** **Rating:** 4.0/5.0 stars _— Verified User in Information Technology and Services_ [Read full review](https://www.g2.com/survey_responses/trengo-review-11596795) #### What Are G2 Users Discussing About Trengo? - [What does Trengo do?](https://www.g2.com/discussions/what-does-trengo-do) - [What is Trengo WhatsApp?](https://www.g2.com/discussions/what-is-trengo-whatsapp) - [Is Trengo good?](https://www.g2.com/discussions/is-trengo-good) - [How does Trengo work?](https://www.g2.com/discussions/how-does-trengo-work) ### [Khoros Service](https://www.g2.com/products/khoros-service/reviews) Khoros Service includes omnichannel engagement on publicly available channels like social, digital, chat and voice, as well as owned online communities with our Khoros Communities offering. The solution offers 1-to-1 and 1-to-many engagement with customers and consumers, bringing together automation through bots, human agents or community managers to manage support and community building. In Khoros Care, customer inquiries and support-related conversations can be routed and prioritized based on a variety of parameters and our robust agent desktop solution allows agents to efficiently manage conversations, both real-time and asynchronous. Agent Assist offers agents in the moment content and responses to help them respond faster and with better results. We offer a built in bot and automation builder tool, allowing conversations to be automated using AI and automated workflows. And of course, we have built in analytics capabilities where users can build their own customized dashboards bringing in the KPIs that are most meaningful to them. With Khoros Communities, we enable organizations to host a vibrant space where customers find answers, develop expertise, share experiences, and connect with your brand. Khoros is the leader in the communities space, powering over 400 of the world’s most recognized brand communities. With 20+ years of experience, the most robust set of customer interaction styles, tools to empower employees to interact and moderate at scale, a platform built for enterprise integration and security, and a dedicated services organization; Khoros is a partner that ensures your community will improve operations, reduce costs, delight your customers, and grow your business. Key benefits include: Improve customer experiences while driving agent efficiency Engage customers in their channel of choice–text, messaging, social, chat, in-app, email, voice–providing complete omnichannel coverage. Khoros simplifies agent workflow with a single desktop, unified customer profiles, and AI-powered support, while automated analysis of sentiment and customizable dashboards help optimize team performance and customer satisfaction. Increase efficiencies through automation Centralize your automated experiences across systems, applications, and channels in one platform to cut costs and streamline customer interactions. By harnessing Natural Language Processing (NLP), you can reduce call volume with conversational bots across multiple channels, while IVR redirection and AI orchestration ensure efficient customer service. Accelerate resolution to delight customers while reducing costs Create a hub for your customers to connect with experts, learn, and get answers to their questions at any time, in any region. Users can deflect up to 80% of calls and customer inquiries providing the potential to save brands millions in annual support costs. Deliver expert community management Nurture large, engaging communities with the most advanced moderation tools, content management, analytics, and expertise that provide quantifiable business value through customer acquisition, retention, and growth. **Average Rating:** 4.4/5.0 **Total Reviews:** 33 #### How Do G2 Users Rate Khoros Service? - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10) - **Visitor Activity:** 8.3/10 (Category avg: 8.4/10) - **Mentions:** 9.0/10 (Category avg: 8.5/10) - **Reporting:** 8.8/10 (Category avg: 8.4/10) #### Who Is the Company Behind Khoros Service? - **Seller:** [Ignite Enterprise Software Solutions](https://www.g2.com/sellers/ignite-enterprise-software-solutions) - **HQ Location:** Austin, TX - **Twitter:** @ignitetech 494 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=eecef5847b3343cd5b4f97baf19c284f73312f381d0f89adc377a47055b54db3&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F21226%2F&secure%5Burl_type%5D=linkedin_company_website) 398 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Marketing and Advertising, Telecommunications - **Company Size:** 40% Small, 35% Large #### What Do G2 Reviewers Say About Khoros Service? _AI-generated summary from verified user reviews_ ##### Pros - Users praise Khoros Service for its **exceptional automation** , enhancing efficiency and streamlining customer service tasks. - Users appreciate the **automation features** of Khoros Service, enhancing efficiency and improving customer satisfaction significantly. - Users value the **AI-driven routing and flexible features** of Khoros Service, enhancing efficiency and collaboration in customer support. - Users praise Khoros Service for its **AI technology** , enhancing task routing and providing efficient support for reps. - Users appreciate the **ease of use** of Khoros Service, benefiting from its user-friendly operations and tailored features. ##### Cons - Users face issues with **insufficient training** , making it challenging for new personnel to effectively utilize Khoros Service. - Users feel that the **poor interface design** hinders usability and makes customer support less effective. - Users find the **high prices** of Khoros Service a significant drawback, impacting overall affordability and accessibility. - Users find Khoros Service **difficult to learn** , requiring extensive training for new team members to navigate effectively. - Users find the **difficult learning process** of Khoros Service requires extensive training for new individuals. #### What Are Recent G2 Reviews of Khoros Service? **["Training the module as a benefit and asset"](https://www.g2.com/survey_responses/khoros-service-review-10006590)** **Rating:** 4.5/5.0 stars _— Alaa F._ [Read full review](https://www.g2.com/survey_responses/khoros-service-review-10006590) **["A tool for efficient Customer Support"](https://www.g2.com/survey_responses/khoros-service-review-10015005)** **Rating:** 5.0/5.0 stars _— Vishal P._ [Read full review](https://www.g2.com/survey_responses/khoros-service-review-10015005) #### What Are G2 Users Discussing About Khoros Service? - [What is Khoros Care used for?](https://www.g2.com/discussions/what-is-khoros-care-used-for) - [What do online communities do?](https://www.g2.com/discussions/what-do-online-communities-do) - 1 comment - [What are the characteristics of online communities?](https://www.g2.com/discussions/what-are-the-characteristics-of-online-communities) - [What is a community khoros?](https://www.g2.com/discussions/what-is-a-community-khoros) - 1 comment - [What are the features of a good virtual community?](https://www.g2.com/discussions/what-are-the-features-of-a-good-virtual-community) ### [SaleSmartly](https://www.g2.com/products/salesmartly/reviews) SaleSmartly是一款客户高效聊天工具，旨在协助您高效管理客服聊天效率，促进业务高效率。SaleSmartly接入全球主流的社媒渠道，如Facebook、Instagram、WhatsApp、Line、Telegram、Email等，实现聊天自动化和智能化，提高员工效率和客户满意度。SaleSmartly还可以提供网页聊天插件，支持跨媒体和多账号聚合，让您的网站访客可以方便地与您沟通。SaleSmartly还可以帮助您进行自动化营销，通过智能机器人和个性化消息，提升您的销售转化率。SaleSmartly适合各行各业的企业使用，无论是电商、教育、旅游、金融还是其他领域，都可以通过SaleSmartly提升您的业务水平。 **Average Rating:** 4.5/5.0 **Total Reviews:** 13 #### How Do G2 Users Rate SaleSmartly? - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10) - **Visitor Activity:** 8.3/10 (Category avg: 8.4/10) - **Mentions:** 9.7/10 (Category avg: 8.5/10) - **Reporting:** 10.0/10 (Category avg: 8.4/10) #### Who Is the Company Behind SaleSmartly? - **Seller:** [SaleSmartly](https://www.g2.com/sellers/salesmartly) - **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=37367bb50121e88fbcdbbf400ef945db3f7399eab61d6bd8ec8851ddde04ee25&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsalesmartly-global%2F&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Marketing and Advertising - **Company Size:** 64% Small, 14% Medium #### What Do G2 Reviewers Say About SaleSmartly? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** in SaleSmartly, benefiting from streamlined communication and intuitive setup. - Users value the **simplified communication** and organization features of SaleSmartly, enhancing overall workflow and efficiency. - Users love the **automation features** of SaleSmartly for enhancing lead management and improving response times effectively. - Users value the **centralized management** of SaleSmartly, enhancing organization and speeding up customer responses across various channels. - Users value the **simplicity of communication** in SaleSmartly, enhancing organization and response time across multiple platforms. ##### Cons - Users note the **steep learning curve** of SaleSmartly, requiring significant time and effort to grasp its features effectively. - Users find the **steep learning curve** of SaleSmartly challenging, requiring significant time and effort to master its features. - Users face **automation complexity** , needing additional tutorials for a smoother onboarding experience with SaleSmartly. - Users find the **difficult setup** of SaleSmartly challenging, requiring significant time investment to understand its features. - Users find the setup process **time-consuming** , often needing tutorials for guidance on automation features. #### What Are Recent G2 Reviews of SaleSmartly? **["All Channels in One Inbox with Smooth Automation and Helpful Support"](https://www.g2.com/survey_responses/salesmartly-review-12831708)** **Rating:** 4.5/5.0 stars _— vidur a._ [Read full review](https://www.g2.com/survey_responses/salesmartly-review-12831708) **["Effortlessly Manages Multi-Channel Conversations, But Needs Better Automation Support"](https://www.g2.com/survey_responses/salesmartly-review-13169196)** **Rating:** 4.5/5.0 stars _— Terry Devis ._ [Read full review](https://www.g2.com/survey_responses/salesmartly-review-13169196) ### [Cloodot](https://www.g2.com/products/cloodot/reviews) Cloodot is a next-generation Conversational AI and Customer Engagement Automation platform that helps businesses deliver human-like, 24/7 communication across \*\*WhatsApp, Facebook, Instagram, and website chat\*\*. Unlike traditional chatbot tools, Cloodot introduces the concept of an \*\*AI Employee\*\* — a digital agent that doesn’t just reply but 'understands customer context, executes business actions, and follows up automatically' to ensure outcomes like lead conversion, booking, or support resolution. Cloodot combines global speed, reliability, and enterprise-grade security with the flexibility of a \*\*code execution environment\*\*, enabling deep customization for any business logic or vertical. Organizations across \*\*automotive, real estate, healthcare, electronics, retail, and hospitality\*\* use Cloodot to automate support and sales while keeping every interaction personal and context-aware. With \*\*Cloodot Chats\*\*, businesses can replace repetitive support tasks with intelligent, conversational experiences that truly understand customers. The AI engages naturally, retains context, and acts like a trained employee — creating faster responses, higher conversions, and consistent brand experience. \*\*Key capabilities include:\*\* \* AI-powered automation across major messaging channels \* Context-aware and sentiment-sensitive conversations \* Smart follow-ups that re-engage inactive customers \* Seamless integrations with CRMs, ERPs, and booking systems \* Multilingual, media-aware communication (voice, images, and documents) \* Detailed analytics for lead tracking and performance optimization With Cloodot, businesses can \*\*engage, support, and convert customers at scale — without expanding their support teams\*\*. Each interaction feels natural, relevant, and designed to drive measurable results. Headquartered in USA, with operations across the \*\*United States, India, the Middle East, and Europe\*\*, Cloodot empowers modern organizations to scale customer engagement intelligently. Cloodot — the AI Employee Platform that transforms customer conversations into business growth. **Average Rating:** 4.9/5.0 **Total Reviews:** 12 #### How Do G2 Users Rate Cloodot? - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10) #### Who Is the Company Behind Cloodot? - **Seller:** [Cloodot](https://www.g2.com/sellers/cloodot) - **Year Founded:** 2019 - **HQ Location:** Deleware, US - **Twitter:** @cloodot 56 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8fc91f16fa7b0defc75aab00207d10d78043afc6057e1ff45c1ce68bb76f7fe4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcloodot-pvt-ltd%2F&secure%5Burl_type%5D=linkedin_company_website) 8 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Automotive - **Company Size:** 43% Large, 36% Medium #### What Are Recent G2 Reviews of Cloodot? **["Providing timely resolutions have become easy."](https://www.g2.com/survey_responses/cloodot-review-4839759)** **Rating:** 5.0/5.0 stars _— Nafih C._ [Read full review](https://www.g2.com/survey_responses/cloodot-review-4839759) **["We got excellent customer satisfaction score with Cloodot!"](https://www.g2.com/survey_responses/cloodot-review-7135054)** **Rating:** 5.0/5.0 stars _— FAHAD S._ [Read full review](https://www.g2.com/survey_responses/cloodot-review-7135054) #### What Are G2 Users Discussing About Cloodot? - [What is Cloodot used for?](https://www.g2.com/discussions/what-is-cloodot-used-for) ### [RingCX](https://www.g2.com/products/ringcx/reviews) RINGCX PRODUCT DESCRIPTION RingCX is an AI-first Contact Center as a Service (CCaaS) solution that delivers effortless customer experiences before, during, and after every interaction. Recognized with Metrigy's 2026 MetriStar Top Provider Award for CCaaS, RingCX enables businesses to manage human and AI agents, maximize team performance, and improve customer satisfaction from a single omnichannel platform. AGENTIC VOICE AI AND OMNICHANNEL SUPPORT Agentic Voice AI serves as the core of RingCX, delivering automation, real-time assistance, and insights across every interaction. The platform provides comprehensive omnichannel capabilities, supporting voice calls and over 20 digital channels natively. For total operational simplicity, all 20+ digital channels are included under a single license, letting businesses meet customers where they are without complex tier pricing or hidden channel add-on costs. AI-POWERED SELF-SERVICE AND AVA ASSISTANCE RingCX streamlines operations and drives down wait times with purpose-built AI support. The platform utilizes autonomous AI agents, including AI Receptionist (AIR) and AI Representative (AIR Pro), as well as an open ecosystem for IVAs like Cognigy and Omilia, to provide always-on 24/7 self service. For live interactions, the platform deploys AVA Agent Assist and AVA Supervisor Assist to deliver in-the-moment coaching, dynamic compliance guidelines, and instant conversation visibility, ensuring teams resolve complex inquiries efficiently. NATIVE WORKFORCE ENGAGEMENT MANAGEMENT WITH RINGWEM To continuously optimize customer service teams, the platform features RingWEM, a native AI-powered Workforce Engagement Management suite. This integrated toolkit encompasses automated quality management, advanced interaction analytics, and workforce management. By evaluating customer conversations across channels, RingWEM provides actionable operational insights into agent performance, customer sentiment, and operational efficiency. RAPID DEPLOYMENT AND NATIVE CRM INTEGRATIONS Built for rapid implementation, businesses can fully deploy a new RingCX contact center in just a few days. The solution provides industry-leading 99.999% availability to keep remote and hybrid agents reliably connected from anywhere. Competitively priced for mid-market deployments and easy to manage, RingCX integrates natively with the RingEX unified communications platform and major enterprise CRMs to offer an effortless single-pane-of-glass workspace. WHY CHOOSE RINGCX Modern support and sales organizations choose RingCX to eliminate the friction of fragmented legacy systems. By uniting Agentic Voice AI, autonomous tools like AIR, real-time guidance from AVA Agent Assist and AVA Supervisor Assist, built-in workforce optimization via RingWEM, and an all-inclusive omnichannel footprint into one simple deployment, RingCX delivers modern customer service infrastructure that is highly intelligent and exceptionally reliable. **Average Rating:** 4.5/5.0 **Total Reviews:** 64 #### How Do G2 Users Rate RingCX? - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10) #### Who Is the Company Behind RingCX? - **Seller:** [RingCentral](https://www.g2.com/sellers/ringcentral) - **Company Website:** www.ringcentral.com - **Year Founded:** 1999 - **HQ Location:** Belmont, CA - **Twitter:** @RingCentral 61,963 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c5feb596db1b6a55b89021e6c3d499a6bb38b1cce9bfb6bcc3e569df83d09956&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F60868%2F&secure%5Burl_type%5D=linkedin_company_website) 6,726 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Insurance, Computer Software - **Company Size:** 43% Small, 40% Medium #### What Do G2 Reviewers Say About RingCX? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **streamlined interface** of RingCX, finding it easy to navigate and enhancing overall workflow. - Users love the **user-friendly interface** and seamless integration of RingCX, enhancing their communication experience. - Users highlight the **great customer support** of RingCX, ensuring a smooth experience and effective problem resolution. - Users commend the **easy setup** of RingCX, making implementation and customization straightforward for everyone. - Users praise the **easy implementation** of RingCX, appreciating its time-saving features and supportive documentation. ##### Cons - Users face **call issues** with difficulty retrieving past calls and frustrating 911 location confirmations each login. - Users often face **difficulties with call searching** and toggling between RingCX and mobile, impacting usability. - Users find **limited features** in RingCX, feeling less flexibility in customization compared to legacy CCaaS platforms. - Users note the **missing features** in RingCX, especially in advanced capabilities and integrations with specific tools. - Users experience **slow customer support** response times, leading to frustration during urgent communication issues with RingCX. #### What Are Recent G2 Reviews of RingCX? **["Revolutionized Our Customer Support with Smooth Integration"](https://www.g2.com/survey_responses/ringcx-review-12983805)** **Rating:** 5.0/5.0 stars _— Suhasu U._ [Read full review](https://www.g2.com/survey_responses/ringcx-review-12983805) **["RingCX Changed How I Prepare Before Answering Calls"](https://www.g2.com/survey_responses/ringcx-review-13167170)** **Rating:** 5.0/5.0 stars _— Aashu J._ [Read full review](https://www.g2.com/survey_responses/ringcx-review-13167170) - [‹ Prev‹ Prev](/categories/social-customer-service?order=g2_score&page=3#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](/categories/social-customer-service?order=g2_score&page=3#product-list) - 4 - [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=5#product-list) Spotlight Categories [Mobile Marketing Software](https://www.g2.com/categories/mobile-marketing) [Media Monitoring Software](https://www.g2.com/categories/media-monitoring) [Auto Dialer Software](https://www.g2.com/categories/auto-dialer) [Account-Based Orchestration Platforms](https://www.g2.com/categories/account-based-orchestration-platforms) [Product Lifecycle Management (PLM) Software](https://www.g2.com/categories/product-lifecycle-management-plm) 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.