# Best Social Customer Service Software - Page 5

## 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
- 64,000+ 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**

### livepro Knowledge Management

livepro is a comprehensive Customer Experience Knowledge Management solution designed to enhance the efficiency and effectiveness of customer service operations across various industries. Since its inception in 2001, livepro has been dedicated to providing a robust knowledge management platform that empowers customer service centers & departments that support them in sectors such as Banking and Finance, Airlines, Insurance, Superannuation, Education, Health, and Government. The primary goal of livepro is to streamline the process of delivering accurate information to agents, thereby improving overall customer experience. The target audience for livepro includes organizations that prioritize customer service excellence and seek to optimize their knowledge management processes. By offering a feature-rich yet user-friendly interface, livepro allows customer service representatives to access reliable answers quickly, eliminating the need to sift through lengthy documents. This intuitive design not only enhances the speed of customer service interactions but also significantly reduces the training time required for staff, enabling them to confidently address customer inquiries with minimal onboarding. One of the standout features of livepro is its powerful search functionality, which serves as a single source of truth for organizations. This feature ensures that agents can retrieve consistent and accurate answers across multiple channels, including phone, email, front counter, website, self-service portals, live chat, and even modern virtual assistants. By providing immediate access to information, livepro helps organizations respond to even the most complex customer questions efficiently, thereby fostering a more satisfying customer experience. The benefits of implementing livepro extend beyond improved customer satisfaction. Organizations can expect a reduction in average handling time (AHT) and a decrease in training costs, as staff become more adept at navigating the system with ease. Additionally, livepro minimizes compliance and risk factors by offering clear, easy-to-follow process guidance, which helps ensure that agents adhere to established protocols. Overall, livepro stands out in the knowledge management category by delivering a solution that not only enhances the capabilities of customer service teams but also positively impacts the bottom line through operational efficiencies.

[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=2026-07-27T23%3A18%3A57Z&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=55822&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%3D5&secure%5Btoken%5D=b4e61de415c61dc3d64243d5976864ae457db1c297c0d83789faaf276a2c7189&secure%5Burl%5D=https%3A%2F%2Flivepro.com%2F&secure%5Burl_type%5D=book_demo)

### [Ada](https://www.g2.com/products/ada-support-inc-ada/reviews)

Ada is an enterprise Agentic Customer Experience (ACX) company that helps large organizations deploy, manage, optimize, and scale AI agents for customer service, with more than 550 AI agents deployed across the world's most demanding enterprise environments. Ada's core differentiator is the ACX Operating Model: the only approach in the category that pairs an enterprise AI platform with structured methodology and expert guidance. The logic behind it is direct: the best customer experiences come from businesses that own and operate their AI agents, not ones that depend on vendors to run them. The companies that own their AI capability are the ones that compound value. Ada's job is to help them get there. Ada delivers that ownership through three components: the ACX Platform (AI agent management across every channel and language, no engineering dependency required), ACX Practice (a structured methodology for building, governing, and scaling an ACX program), and ACX Experts (who work alongside internal teams to build lasting internal fluency). The ACX Platform is designed with these core components: - Reasoning Engine™: A patent-pending intelligence layer that powers the AI agent across all channels using shared customer context, business logic, and configurable policies, with built-in accuracy and safety controls. Consistent experience meets reduced overhead. - Conversation Hub: Deploy an AI agent across voice, messaging, email, and custom channels in 60+ languages, with structured handoff to human agents when escalation is needed. - Performance Center: Tools for building, testing, and optimizing AI agent behavior, including Playbooks for complex multi-step workflows (refunds, rebookings, authentication), Coaching for continuous improvement, and Simulations for safe pre-launch testing. Tracks resolution rate, CSAT, NPS, and custom KPIs. - Developer Toolkit: Pre-built connectors for Salesforce, Zendesk, and ServiceNow, plus APIs, SDKs, and an MCP Server for managing the AI agent from tools like Claude or ChatGPT. - Enterprise-grade security: SOC 2 Type II, GDPR, HIPAA, PCI DSS, and AIUC-1 certified, with Zero Data Retention and regional data residency. Ada was the first ACX platform to have achieved AIUC-1 certification, the world's first AI safety standard specifically designed for customer service agents—and Ada helped write it. Proven customer outcomes include: - IPSY (ecommerce) achieved 943% ROI on its AI investment within four months of using Ada's ACX platform alongside a 63% improvement in automated resolution rate and a 41% improvement in CSAT. Endy (retail) achieved an 85% automated resolution rate during a major national promotion and 75% CSAT during their warehouse sale. - eSky Group (travel) saw a 17-point increase in automated resolution in four months, a 19-point CSAT jump, and 200% ROI—running three brands across 50+ markets with one team on one platform. - Blackhawk Network (fintech) transformed into a mature ACX operation, automatically resolving ~50% of all incoming inquiries across brands and channels, and upskilling frontline agents with plans to expand AI across the entire enterprise. Across Ada's customer base, the impact extends beyond efficiency metrics. At ClickUp, support agents shifted from manually building chatbot content to specializing in product areas and contributing to lifecycle and retention strategy. At Endy, volume relief created new AI coaching and QA roles rather than headcount reductions. Ada is built for enterprise organizations with high-volume, complex support operations across industries including financial services, telecommunications, retail and ecommerce, travel, insurance, and technology.

**Average Rating:** 4.6/5.0

**Total Reviews:** 171

#### How Do G2 Users Rate Ada?

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10)
- **Visitor Activity:** 8.3/10 (Category avg: 8.4/10)
- **Mentions:** 5.0/10 (Category avg: 8.5/10)
- **Reporting:** 6.7/10 (Category avg: 8.4/10)

#### Who Is the Company Behind Ada?

- **Seller:** [ADA SUPPORT, INC.](https://www.g2.com/sellers/ada-support-inc)
- **Company Website:** https://ada.cx
- **Year Founded:** 2016
- **HQ Location:** Toronto, Ontario
- **Twitter:** @ada\_cx (1,943 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/16194366/ (775 employees on LinkedIn®)

#### Who Uses This Product?

- **Top Industries:** Financial Services, Telecommunications
- **Company Size:** 62% Medium, 20% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users find Ada to be **extremely user-friendly** , facilitating seamless integration and efficient handling of customer support tasks.
- Users find Ada to be **incredibly valuable** as an efficient first line of customer support, enhancing operational productivity.
- Users value the **excellent customer support** of Ada, appreciating the always available assistance and easy integration.
- Users enjoy Ada for its **ease of use and powerful integrations** , enhancing productivity and support capabilities.
- Users highlight the **easy setup** of Ada, enabling seamless initial configuration and user-friendly support throughout.

##### Cons

- Users report several **usability issues** with Ada, noting difficulties in navigating playbooks and limited interactive features.
- Users struggle with **integration issues** in Ada, facing conflicting data and limitations with external platforms like Zendesk and Kustomer.
- Users are disappointed with Ada's **missing features** , limiting customization and integration capabilities for a better user experience.
- Users experience **usage limitations** with Ada, affecting dynamic workflows and automation in customer interactions.
- Users find Ada's platform has **limitations in automation and integration** , making complex workflows challenging and time-consuming.

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

**["Enhancing Customer Support with Powerful Integrations"](https://www.g2.com/survey_responses/ada-review-12382752)**

**Rating:** 4.5/5.0 stars

_— Victor W._

[Read full review](https://www.g2.com/survey_responses/ada-review-12382752)

**["Ada’s Seamless Onboarding, Powerful Playbooks, and Rock-Solid Reliability"](https://www.g2.com/survey_responses/ada-review-12893288)**

**Rating:** 5.0/5.0 stars

_— Danielle G._

[Read full review](https://www.g2.com/survey_responses/ada-review-12893288)

### [Comments Analytics](https://www.g2.com/products/comments-analytics/reviews)

Valuable, clear, considerable, and remarkable insights from videos, social posts, product pages unstructured text data – to help you better understand the thoughts, feelings, motivations, and decision-making processes of your customers. Comments Analytics is an AI tool that provides an in-depth analysis of unstructured text data, including sentiment analysis, comment categories, named\_entities recognition, and keyword extraction. Key Benefits of CommentsAnalytics Services: 1 - Customer Insights 2 - Brand Reputation Management 3 - Product Development and Innovation 4 - Customer Experience Enhancement

**Average Rating:** 4.8/5.0

**Total Reviews:** 22

#### How Do G2 Users Rate Comments Analytics?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)
- **Visitor Activity:** 9.0/10 (Category avg: 8.4/10)
- **Mentions:** 9.6/10 (Category avg: 8.5/10)
- **Reporting:** 9.8/10 (Category avg: 8.4/10)

#### Who Is the Company Behind Comments Analytics?

- **Seller:** [Comments Analytics](https://www.g2.com/sellers/comments-analytics)
- **Year Founded:** 2022
- **HQ Location:** Hamburg, Hamburg
- **Twitter:** @CommentsAnaly (2 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/comments-analytics (1 employees on LinkedIn®)

#### Who Uses This Product?

- **Top Industries:** Computer Software
- **Company Size:** 96% Small, 4% Large

#### What Do G2 Reviewers Say About Comments Analytics?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **accuracy of sentiment analysis** , which provides essential insights for improving products based on customer feedback.
- Users appreciate the **ease of understanding** offered by Comments Analytics, facilitating smooth navigation and interpretation of insights.
- Users value the **ease of use** of Comments Analytics, appreciating the smooth navigation and user-friendly interface.
- Users appreciate the **efficiency** of Comments Analytics for smooth navigation and insightful sentiment analysis.
- Users value the **efficiency improvement** offered by Comments Analytics, making feedback analysis a seamless experience.

#### What Are Recent G2 Reviews of Comments Analytics?

**["Sentiment Analysis for Comments"](https://www.g2.com/survey_responses/comments-analytics-review-9074532)**

**Rating:** 5.0/5.0 stars

_— Soosan N._

[Read full review](https://www.g2.com/survey_responses/comments-analytics-review-9074532)

**["Analytical view of customer Sentiment"](https://www.g2.com/survey_responses/comments-analytics-review-10435740)**

**Rating:** 4.5/5.0 stars

_— Ali R._

[Read full review](https://www.g2.com/survey_responses/comments-analytics-review-10435740)

### [MyAlice](https://www.g2.com/products/myalice/reviews)

The all-in-one customer communication tool for socially active Shopify and WooCommerce brands. Social is the new e-commerce. Customers now treat your brand like a human and want to chat with you on multiple channels. So, we created the modern way to sell and support on support media with conversations. Unlock social commerce for your e-commerce brand in five easy steps to grow your business, build genuine customer relationships, and spend less time on closing orders. 1. Support and sell from one inbox Like you, we also hate switching between countless social apps, websites, and stores. So, manage all your social channels, live chat, and e-commerce orders from one shared inbox. 2. Manage your e-commerce orders View and search your inventory, create or update orders, share product images, view customer details — all without leaving your inbox. 3. Save time and resources on support Deploy no-code chatbots in minutes to save hours on support, auto-respond to common queries, and automate conversations in multiple languages. 4. Collaborate with your teammates Get a full-fledged ticketing tool to assign automatically, reassign members, create canned responses, add tags, and leave notes to support customers the shared way. 5. Take better decisions without even trying = Generate automatic reports on users, sales, agent efficiency, and customer ratings to take better decisions for your team. TLDR: MyAlice brings everything an e-commerce business needs — social media channels, live chat, chatbot, store inventory, payment gateway, a mobile app — all under one platform so that you can sell and support on the go. Anytime. Anywhere. Integrates with your WooCommerce or Shopify store, website, mobile app, and popular social channels like Facebook, Messenger, Instagram, WhatsApp, Viber, Telegram, and Line. Sign up for a free account today or get migration assistance to switch from Gorgias, Delightchat, Richpanel, eDesk, Freshdesk.

**Average Rating:** 4.5/5.0

**Total Reviews:** 28

#### How Do G2 Users Rate MyAlice?

- **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.1/10)

#### Who Is the Company Behind MyAlice?

- **Seller:** [Alice Labs Pte. Ltd.](https://www.g2.com/sellers/alice-labs-pte-ltd)
- **Year Founded:** 2021
- **HQ Location:** Dubai, AE
- **Twitter:** @myaliceai (165 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/myaliceai/ (47 employees on LinkedIn®)

#### Who Uses This Product?

- **Top Industries:** Retail
- **Company Size:** 100% Small

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

**["Since I've started using MyAlice, it has definitely saved me a lot of time"](https://www.g2.com/survey_responses/myalice-review-5431184)**

**Rating:** 4.5/5.0 stars

_— Emmanuel A._

[Read full review](https://www.g2.com/survey_responses/myalice-review-5431184)

**["Omnichannel support for mystore"](https://www.g2.com/survey_responses/myalice-review-5430718)**

**Rating:** 4.0/5.0 stars

_— Cluevest A._

[Read full review](https://www.g2.com/survey_responses/myalice-review-5430718)

### [YesHello](https://www.g2.com/products/yeshello/reviews)

Made for SMEs, YesHello is a Cloud Software Built for Customer Service Teams Using WhatsApp™ YesHello is a Complete System for Small Businesses to Get Organized, Take Control of customer inquiries, so they can create Predictably Great Customer Service YesHello is a cloud software for WhatsApp Customer Service. YesHello helps SMEs manage pre-sales support and customer service on WhatsApp in a collaborative way, as a team. With YesHello, it's simple for every team member in your company to have an impact on the customer experience. Built for small businesses, YesHello is a cloud software for WhatsApp Customer Service. Small Businesses Need WhatsApp Messaging. But Regular Whatsapp-ing is slowing down small businesses. Originally made for Person-to-Person Communications, WhatsApp is not built for Team Collaboration. Today’s Digital Transformation requires a modern collaborative approach. Collaborative WhatsApp is the Future. YesHello helps you manage pre-sales support and customer service on WhatsApp in a collaborative way, as a team. With YesHello, it's simple for every team member in your company to have an impact on the customer experience. The newly redesigned YesHello Dashboard puts Whatsapp chats (plus email, and all other social messaging like Instagram DMs, FB Messenger and Telegram) into one conversation-driven interface. This allows your team to work as a team quickly and follow up on requests with ease. In this interactive demo, we’ll guide you through the key components that make up the YesHello 'Collaborative Whatsapp' experience.

**Average Rating:** 4.9/5.0

**Total Reviews:** 7

#### How Do G2 Users Rate YesHello?

- **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10)
- **Visitor Activity:** 7.9/10 (Category avg: 8.4/10)
- **Mentions:** 8.3/10 (Category avg: 8.5/10)
- **Reporting:** 9.2/10 (Category avg: 8.4/10)

#### Who Is the Company Behind YesHello?

- **Seller:** [Narrative Consultant](https://www.g2.com/sellers/narrative-consultant)
- **Year Founded:** 2017
- **HQ Location:** Amsterdam, NL
- **LinkedIn® Page:** https://www.linkedin.com/company/18247520 (1 employees on LinkedIn®)

#### Who Uses This Product?

- **Company Size:** 90% Small, 10% Medium

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

**["Customer communication Assistant"](https://www.g2.com/survey_responses/yeshello-review-8615872)**

**Rating:** 4.5/5.0 stars

_— Calixto M._

[Read full review](https://www.g2.com/survey_responses/yeshello-review-8615872)

**["YesHello - Selling By Chat is the Future"](https://www.g2.com/survey_responses/yeshello-review-8564138)**

**Rating:** 5.0/5.0 stars

_— Sandeep N._

[Read full review](https://www.g2.com/survey_responses/yeshello-review-8564138)

### [Aritic Desk](https://www.g2.com/products/aritic-desk/reviews)

Manage customer tickets with ease and delight your them with prefect resolution quickly.

**Average Rating:** 4.3/5.0

**Total Reviews:** 9

#### Who Is the Company Behind Aritic Desk?

- **Seller:** [Aritic](https://www.g2.com/sellers/aritic)
- **Year Founded:** 2015
- **HQ Location:** Bangalore, IN
- **Twitter:** @ariticdotcom (857 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/ariticdotcom/ (49 employees on LinkedIn®)

#### Who Uses This Product?

- **Company Size:** 122% Medium, 11% Small

#### What Do G2 Reviewers Say About Aritic Desk?

_AI-generated summary from verified user reviews_

##### Pros

- Users benefit from the **effective case management system** in Aritic Desk, allowing personalized tracking of customer issues.
- Users find **communication ease** with Aritic Desk beneficial for addressing customer issues and responding to reviews promptly.
- Users find it easy to maintain **customer interaction** , effectively addressing issues and responding to reviews promptly.
- Users find the **customer support** of Aritic Desk effective for resolving issues and responding to reviews promptly.
- Users appreciate the **user-friendly design** of Aritic Desk, which simplifies ticket management and agent interactions.

##### Cons

- Users find **difficult customization** in Aritic Desk hinders their ability to generate detailed customer support performance reports efficiently.
- Users find **difficult reporting** in Aritic Desk hampers efficient customer support performance analysis and requires significant effort.
- Users find the **integration process challenging** and often require prior expertise to use Aritic Desk effectively.
- Users find **integration challenges** with Aritic Desk that necessitate prior experience for effective implementation.
- Users find the **lack of insights** in Aritic Desk hampers detailed reporting and requires significant effort for customization.

#### What Are Recent G2 Reviews of Aritic Desk?

**["Focused on providing the best after-sales support."](https://www.g2.com/survey_responses/aritic-desk-review-9977573)**

**Rating:** 4.5/5.0 stars

_— Elmer Don P._

[Read full review](https://www.g2.com/survey_responses/aritic-desk-review-9977573)

**["Personalized and Fulfilling Customer Assistance Tool"](https://www.g2.com/survey_responses/aritic-desk-review-10034445)**

**Rating:** 4.5/5.0 stars

_— Elena M._

[Read full review](https://www.g2.com/survey_responses/aritic-desk-review-10034445)

### [intalk.io](https://www.g2.com/products/intalk-io/reviews)

intalk.io is an Omnichannel Customer Interaction Platform, designed & developed by Agami Tech Pvt. Ltd. intalk.io unifies all business communication channels – voice, email, SMS, webchat and social media within a dynamic & robust, centrally managed Customer Experience Management Platform. With its cloud contact center capabilities, you can run a contact center on-cloud with agents connected from home. It has an in-built Chatbot platform that can automate lead generation, service responses and enhance CX. intalk.io is trusted by 300+ customers, 12+ business verticals with presence in 15+ countries.

**Average Rating:** 4.6/5.0

**Total Reviews:** 7

#### How Do G2 Users Rate intalk.io?

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10)
- **Visitor Activity:** 9.0/10 (Category avg: 8.4/10)
- **Mentions:** 8.7/10 (Category avg: 8.5/10)
- **Reporting:** 9.0/10 (Category avg: 8.4/10)

#### Who Is the Company Behind intalk.io?

- **Seller:** [Agami Tech](https://www.g2.com/sellers/agami-tech)
- **Year Founded:** 2014
- **HQ Location:** Mumbai, IN
- **LinkedIn® Page:** https://www.linkedin.com/company/intalkio-agami-tech (94 employees on LinkedIn®)

#### Who Uses This Product?

- **Company Size:** 57% Medium, 43% Small

#### What Do G2 Reviewers Say About intalk.io?

_AI-generated summary from verified user reviews_

##### Pros

- Users praise the **24/7 customer support** of intalk.io, effectively resolving integration issues and enhancing user experience.
- Users appreciate the **ease of use** with intalk.io, enjoying its lightweight UI and seamless integrations.
- Users value the **easy integrations** of intalk.io, enabling seamless connections with essential tools and services.
- Users love the **rich feature set** of intalk.io, enhancing productivity with intuitive integrations and excellent support.
- Users value the **extensive integrations** available with intalk.io, making implementation seamless across various platforms.

##### Cons

- Users find the **poor interface design** of intalk.io unappealing and cluttered with unnecessary integrations and errors.
- Users find the **poor UI design** of intalk.io unappealing and cluttered with unnecessary integrations.
- Users face **bugs and errors** that hinder functionality, along with a weak UI and unnecessary integrations.
- Users often face **integration issues** , with unnecessary options cluttering the interface and causing errors.
- Users face **navigation difficulties** due to a weak UI and unnecessary integrations that complicate the experience.

#### What Are Recent G2 Reviews of intalk.io?

**["its help us to manage calls vs agents"](https://www.g2.com/survey_responses/intalk-io-review-11650247)**

**Rating:** 4.5/5.0 stars

_— Sunil P._

[Read full review](https://www.g2.com/survey_responses/intalk-io-review-11650247)

**["intalk as calling software"](https://www.g2.com/survey_responses/intalk-io-review-11714721)**

**Rating:** 4.5/5.0 stars

_— Anshu K._

[Read full review](https://www.g2.com/survey_responses/intalk-io-review-11714721)

### [NobelBiz OMNI+](https://www.g2.com/products/nobelbiz-omni/reviews)

The NobelBiz OMNI+ cloud call center solution is our software product designed to be fully compatible with our carrier network, taking it to new heights of performance. NobelBiz OMNI+ has a unique blend of capabilities: from Omnichannel, Impressive API integrations, and fast implementation, to simple cross-channel campaign setup and remote work, to name but a few. NobelBiz OMNI+ is a true customizable powerhouse of productivity that integrates all main functions of a complete cloud contact center solution. Besides an impressive selection of built-in applications such as a complete IVR builder and compliance tools, it boasts an intuitive agent interface and a customizable supervisor dashboard. Last but not least, NobelBiz OMNI+ is that it can deploy real omnichannel capabilities, integrating a series of novel channels such as Facebook, WhatsApp, or Telegram, among others.

**Average Rating:** 4.8/5.0

**Total Reviews:** 18

#### How Do G2 Users Rate NobelBiz OMNI+?

- **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 9.1/10)
- **Visitor Activity:** 9.2/10 (Category avg: 8.4/10)
- **Mentions:** 9.2/10 (Category avg: 8.5/10)
- **Reporting:** 8.3/10 (Category avg: 8.4/10)

#### Who Is the Company Behind NobelBiz OMNI+?

- **Seller:** [NobelBiz](https://www.g2.com/sellers/nobelbiz)
- **Year Founded:** 2005
- **HQ Location:** Cheyenne, WY
- **Twitter:** @NobelBiz (569 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/nobelbiz-inc-/ (35 employees on LinkedIn®)

#### Who Uses This Product?

- **Company Size:** 67% Medium, 33% Small

#### What Are Recent G2 Reviews of NobelBiz OMNI+?

**["Dialer is smooth Nobel like the name itself"](https://www.g2.com/survey_responses/nobelbiz-omni-review-7307800)**

**Rating:** 5.0/5.0 stars

_— Smita P._

[Read full review](https://www.g2.com/survey_responses/nobelbiz-omni-review-7307800)

**["We added Human call initiator feature to our dialing strategy without braking the bank"](https://www.g2.com/survey_responses/nobelbiz-omni-review-7968334)**

**Rating:** 5.0/5.0 stars

_— Carlos B._

[Read full review](https://www.g2.com/survey_responses/nobelbiz-omni-review-7968334)

### [Sentiment](https://www.g2.com/products/sentiment/reviews)

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

**Average Rating:** 4.6/5.0

**Total Reviews:** 6

#### How Do G2 Users Rate Sentiment?

- **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10)
- **Visitor Activity:** 9.2/10 (Category avg: 8.4/10)
- **Mentions:** 9.7/10 (Category avg: 8.5/10)
- **Reporting:** 8.8/10 (Category avg: 8.4/10)

#### Who Is the Company Behind Sentiment?

- **Seller:** [Sentiment](https://www.g2.com/sellers/sentiment)
- **Year Founded:** 2015
- **HQ Location:** London, GB
- **Twitter:** @smetrics (2,072 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/sentiment-metrics (14 employees on LinkedIn®)

#### Who Uses This Product?

- **Company Size:** 83% Large, 50% Small

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

**["Running Sentiment Analysis on Product Reviews"](https://www.g2.com/survey_responses/sentiment-review-3795370)**

**Rating:** 4.5/5.0 stars

_— Zameer M._

[Read full review](https://www.g2.com/survey_responses/sentiment-review-3795370)

**["Appreciation and Recommendations"](https://www.g2.com/survey_responses/sentiment-review-4270222)**

**Rating:** 5.0/5.0 stars

_— Verified User in Internet_

[Read full review](https://www.g2.com/survey_responses/sentiment-review-4270222)

### [Awario](https://www.g2.com/products/awario/reviews)

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

**Average Rating:** 3.9/5.0

**Total Reviews:** 47

#### How Do G2 Users Rate Awario?

- **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.1/10)
- **Visitor Activity:** 8.3/10 (Category avg: 8.4/10)
- **Mentions:** 4.2/10 (Category avg: 8.5/10)
- **Reporting:** 6.7/10 (Category avg: 8.4/10)

#### Who Is the Company Behind Awario?

- **Seller:** [Awario](https://www.g2.com/sellers/awario)
- **Year Founded:** 2015
- **HQ Location:** Nicosia, CY
- **Twitter:** @AwarioApp (1,775 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/10174268/ (7 employees on LinkedIn®)

#### Who Uses This Product?

- **Who Uses This:** Student
- **Top Industries:** Marketing and Advertising, Computer Software
- **Company Size:** 60% Small, 25% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users commend the **user-friendly interface** of Awario, making social listening and monitoring a breeze.
- Users value the **helpful features** of Awario, enhancing social listening and brand reputation management effectively.
- Users highlight Awario's **exceptional value for money** and outstanding customer support, making it an ideal choice.
- Users commend Awario for its **outstanding customer support** , noting fast, effective responses and deep understanding of needs.
- Users praise Awario’s **simple and intuitive user interface** , enhancing overall usability for social listening tasks.

##### Cons

- Users face **insufficient information** with Awario, leading to limitations in accurate mentions and challenging analysis depth.
- Users express frustration over Awario's **lack of insights** , citing limitations in data accuracy and analytical depth.
- Users are frustrated by the **difficult account management** process, including issues with cancellations and unexpected charges.
- Users find that Awario has **data inaccuracy** issues, hindering the depth and precision of the analysis provided.
- Users find Awario to be **expensive with poor functionality** , leading to frustration over unexpected charges and cancellation difficulties.

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

**["Outstanding Value and Exceptional Support with Awario"](https://www.g2.com/survey_responses/awario-review-12104081)**

**Rating:** 5.0/5.0 stars

_— Nuria M._

[Read full review](https://www.g2.com/survey_responses/awario-review-12104081)

**["Effortless social media mention monitoring"](https://www.g2.com/survey_responses/awario-review-12073804)**

**Rating:** 5.0/5.0 stars

_— Arthur A._

[Read full review](https://www.g2.com/survey_responses/awario-review-12073804)

### [Channel Talk](https://www.g2.com/products/channel-talk/reviews)

Channel Talk is your first sales concierge designed to boost sales and LTV through your existing customers. Identify and engage key customers through our CRM. Provide personalized assistance through our live chat. Grow your a loyal fanbase through targeted marketing campaigns. It's the closest thing to an in-store customer experience for the online environment, helping you to turn first-time visitors into life-long regulars of your brand. Watch your LTV grow and prevent churn with our all-in-one sales concierge platform.

**Average Rating:** 4.8/5.0

**Total Reviews:** 13

#### How Do G2 Users Rate Channel Talk?

- **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.1/10)
- **Visitor Activity:** 10.0/10 (Category avg: 8.4/10)
- **Mentions:** 9.6/10 (Category avg: 8.5/10)
- **Reporting:** 9.6/10 (Category avg: 8.4/10)

#### Who Is the Company Behind Channel Talk?

- **Seller:** [Channel](https://www.g2.com/sellers/channel)
- **Year Founded:** 2014
- **HQ Location:** Seoul, South Korea
- **Twitter:** @ChannelioUS (14 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/channelcorporation/ (219 employees on LinkedIn®)

#### Who Uses This Product?

- **Company Size:** 85% Small, 15% Medium

#### What Are Recent G2 Reviews of Channel Talk?

**["Channel has helped me reach those all important customers"](https://www.g2.com/survey_responses/channel-talk-review-8334813)**

**Rating:** 4.0/5.0 stars

_— Verified User in Consumer Goods_

[Read full review](https://www.g2.com/survey_responses/channel-talk-review-8334813)

**["ChannelTalk is amazing"](https://www.g2.com/survey_responses/channel-talk-review-9053174)**

**Rating:** 5.0/5.0 stars

_— Verified User in Arts and Crafts_

[Read full review](https://www.g2.com/survey_responses/channel-talk-review-9053174)

### [eGain Social](https://www.g2.com/products/egain-social/reviews)

eGain Social™ is a one-of-a-kind product for social media management embedded with the capabilities of social customer service, knowledge harvesting and single-sourced social publishing, and reputation management.

**Average Rating:** 3.6/5.0

**Total Reviews:** 5

#### How Do G2 Users Rate eGain Social?

- **Has the product been a good partner in doing business?:** 8.0/10 (Category avg: 9.1/10)
- **Visitor Activity:** 10.0/10 (Category avg: 8.4/10)
- **Mentions:** 9.6/10 (Category avg: 8.5/10)
- **Reporting:** 9.2/10 (Category avg: 8.4/10)

#### Who Is the Company Behind eGain Social?

- **Seller:** [eGain](https://www.g2.com/sellers/egain)
- **Year Founded:** 1997
- **HQ Location:** Sunnyvale, CA
- **Twitter:** @eGain (2,498 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/8084/ (780 employees on LinkedIn®)
- **Ownership:** NasdaqCM:EGAN

#### Who Uses This Product?

- **Company Size:** 83% Large, 17% Medium

#### What Are Recent G2 Reviews of eGain Social?

**["The easiest way to keep the customer happy."](https://www.g2.com/survey_responses/egain-social-review-2861519)**

**Rating:** 4.5/5.0 stars

_— Paola A._

[Read full review](https://www.g2.com/survey_responses/egain-social-review-2861519)

**["Egain allows integration with the brand and the customer on another level."](https://www.g2.com/survey_responses/egain-social-review-2926458)**

**Rating:** 4.5/5.0 stars

_— Daniela A._

[Read full review](https://www.g2.com/survey_responses/egain-social-review-2926458)

### [Puzzel CX Platform](https://www.g2.com/products/puzzel-cx-platform/reviews)

Puzzel is a leading European provider of cloud contact centre solutions, offering a customer-centric, AI-powered CX ecosystem designed to give organisations full control and visibility over the entire customer journey. In a world where contact centres face increasing pressure from agent attrition, rising customer expectations, and growing operational costs, many leaders find themselves stuck with outdated systems and disconnected tools. Puzzel changes that by: \* Unifying Processes \* Centralising Data \* Automating Routine Tasks \* Scaling Flexibly To meet modern customer service demands — helping CX teams deliver faster, more consistent, and more personalised support. Puzzel’s AI-driven platform brings together a powerful set of solutions, including a fully integrated: \* Omnichannel Cloud Contact Centre \* Conversational Intelligence to analyse customer interactions and uncover actionable insights \* Virtual Agents across - Chat - Email - Voice \* Workforce Management to optimise: - Scheduling - Forecasting - Agent engagement We believe in striking the right balance between smart technology and the human touch. Our solutions are built to empower CX teams with the right information, tools and support to work more efficiently, focus their time where it matters most: on the meaningful, high-value conversations that strengthen customer loyalty. With Puzzel, businesses can do more with less. Our customers reduce: \* Manual Admin \* Improve First-Contact Resolution \* Elevate Agent and Customer Experiences Organisations using Puzzel have reported up to 278% ROI, demonstrating the measurable value of smart, scalable, people-focused customer service. Hundreds of organisations across Europe rely on Puzzel to help them simplify operations, support their teams, and deliver better customer experiences every day.

**Average Rating:** 4.6/5.0

**Total Reviews:** 151

#### How Do G2 Users Rate Puzzel CX Platform?

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10)
- **Visitor Activity:** 6.7/10 (Category avg: 8.4/10)
- **Mentions:** 6.7/10 (Category avg: 8.5/10)
- **Reporting:** 7.5/10 (Category avg: 8.4/10)

#### Who Is the Company Behind Puzzel CX Platform?

- **Seller:** [Puzzel](https://www.g2.com/sellers/puzzel)
- **Company Website:** https://www.puzzel.com
- **HQ Location:** Alna District, Oslo
- **LinkedIn® Page:** https://www.linkedin.com/company/18006024 (345 employees on LinkedIn®)

#### Who Uses This Product?

- **Top Industries:** Telecommunications, Oil & Energy
- **Company Size:** 51% Medium, 24% Small

#### What Do G2 Reviewers Say About Puzzel CX Platform?

_AI-generated summary from verified user reviews_

##### Pros

- Users praise the **ease of use** of Puzzel CX Platform, highlighting its simple interface and user-friendly call management.
- Users commend Puzzel CX Platform for its **reliable and flexible contact centre solution** , enhancing performance in regulated environments.
- Users praise the **responsive customer support** from Puzzel, highlighting quick assistance that enhances their operational efficiency.
- Users commend the **high efficiency** of Puzzel CX Platform, enabling effective management and insightful performance monitoring.
- Users commend the **user-friendly interface** of Puzzel CX Platform, which effectively balances simplicity with robust functionality.

##### Cons

- Users express concerns about **missing features** , including limited data insights and insufficient customization options for specific needs.
- Users find the **limited customization** options restrict their data insights and affect overall platform effectiveness.
- Users find the **complexity of setup and configuration** challenging, especially with permissions and reporting features.
- Users find the **learning curve challenging** , requiring time to effectively utilize the Puzzel CX Platform's features.
- Users find the **reporting capabilities inadequate** , requiring external tools for effective data analysis and custom reports.

#### What Are Recent G2 Reviews of Puzzel CX Platform?

**["Comprehensive Platform with Room for Improvement"](https://www.g2.com/survey_responses/puzzel-cx-platform-review-13062826)**

**Rating:** 4.0/5.0 stars

_— Verified User_

[Read full review](https://www.g2.com/survey_responses/puzzel-cx-platform-review-13062826)

**["Puzzel: Rapid, flexible deployments that adapt to changing requirements"](https://www.g2.com/survey_responses/puzzel-cx-platform-review-13048747)**

**Rating:** 4.5/5.0 stars

_— Joe T._

[Read full review](https://www.g2.com/survey_responses/puzzel-cx-platform-review-13048747)

### [SmatBot](https://www.g2.com/products/smatbot/reviews)

SmatBot, a subsidiary of ByteQuark Solutions, is a leading player in the AI-Powered chatbot industry with a presence globally in the United States, Middle East, and India with 5000+ active users. Our omnichannel, multilingual ( 50+ languages ) AI Chatbot platform is an easy-to-use, coding-free, feature-rich tool that provides instant, real-time support across channels (website, mobile app, Messenger, Instagram, WhatsApp, etc). Some of our capabilities include: ✅ Generating leads, ✅ Customer support, ✅ Answering FAQs, ✅ Live chat ✅ Whatsapp Marketing & Promotional Messaging ✅ OCR scanning, ✅ Email & SMS OTP validation ✅ Adwords tracking, ✅ Intent mapping ✅ Context Based Automation Best for : ✅ D2C e-commerce, ✅ Education ✅ Logistics ✅ Real estate ✅ Hospitality ✅ Healthcare ✅ Fintech

**Average Rating:** 4.5/5.0

**Total Reviews:** 24

#### How Do G2 Users Rate SmatBot?

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

#### Who Is the Company Behind SmatBot?

- **Seller:** [SmatBot](https://www.g2.com/sellers/smatbot)
- **Year Founded:** 2015
- **HQ Location:** Hyderabad, Telengana
- **LinkedIn® Page:** https://www.linkedin.com/company/18820764 (33 employees on LinkedIn®)

#### Who Uses This Product?

- **Company Size:** 70% Small, 26% Medium

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

**["Smatbot is Perfect Platform for AI-Powered Chatbots"](https://www.g2.com/survey_responses/smatbot-review-9354146)**

**Rating:** 5.0/5.0 stars

_— Mani ._

[Read full review](https://www.g2.com/survey_responses/smatbot-review-9354146)

**["Whatsapp Chatbot"](https://www.g2.com/survey_responses/smatbot-review-10016633)**

**Rating:** 5.0/5.0 stars

_— Suyash P._

[Read full review](https://www.g2.com/survey_responses/smatbot-review-10016633)

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

Treble is the smartest way for businesses to transform WhatsApp into a powerful revenue and retention channel, moving beyond just a chat app. Our conversational marketing and automation platform empowers sales, marketing, and support teams to build meaningful customer relationships and drive measurable business outcomes directly through WhatsApp. With Treble, you can effortlessly create automated conversational flows without any programming, ensuring seamless customer journeys. We offer robust integrations with leading CRMs like HubSpot and Salesforce, providing a 360º view of every customer interaction and enabling truly personalized engagement. Our innovative AI features, powered by Treble Boost, assist agents with conversation summaries, message drafting, and insightful interaction analysis. We also optimize your outreach with smart sending capabilities that predict the best time to message and identify low-engagement contacts. Drive efficiency and personalization further with A/B testing, comprehensive analytics, and multi-agent management. Join over 2000 brands, especially across Latin America, who are leveraging Treble to sell more, boost engagement, and build lasting customer loyalty on WhatsApp.

**Average Rating:** 4.6/5.0

**Total Reviews:** 5

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

- **Mentions:** 10.0/10 (Category avg: 8.5/10)
- **Reporting:** 10.0/10 (Category avg: 8.4/10)

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

- **Seller:** [treble.ai](https://www.g2.com/sellers/treble-ai)
- **Year Founded:** 2019
- **HQ Location:** Seattle, US
- **LinkedIn® Page:** https://www.linkedin.com/company/treble-ai/ (63 employees on LinkedIn®)

#### Who Uses This Product?

- **Company Size:** 67% Small, 33% Medium

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

**["The WhatsApp layer we recommend for Hubspot clients"](https://www.g2.com/survey_responses/treble-ai-review-13123211)**

**Rating:** 5.0/5.0 stars

_— Saulo C._

[Read full review](https://www.g2.com/survey_responses/treble-ai-review-13123211)

**["Efficient Automation and Unmatched Support"](https://www.g2.com/survey_responses/treble-ai-review-12978908)**

**Rating:** 5.0/5.0 stars

_— Pedro D._

[Read full review](https://www.g2.com/survey_responses/treble-ai-review-12978908)

### [ZOKO](https://www.g2.com/products/zoko/reviews)

Thousands of businesses use Zoko's all-in-one messaging platform to make Sales, Marketing and Customer Support, easy on WhatsApp

**Average Rating:** 4.5/5.0

**Total Reviews:** 5

#### How Do G2 Users Rate ZOKO?

- **Visitor Activity:** 8.3/10 (Category avg: 8.4/10)
- **Mentions:** 8.9/10 (Category avg: 8.5/10)
- **Reporting:** 7.2/10 (Category avg: 8.4/10)

#### Who Is the Company Behind ZOKO?

- **Seller:** [ZOKO](https://www.g2.com/sellers/zoko)
- **Year Founded:** 2020
- **HQ Location:** Bengaluru South, IN
- **LinkedIn® Page:** https://www.linkedin.com/company/zoko/ (32 employees on LinkedIn®)

#### Who Uses This Product?

- **Company Size:** 100% Small

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

**["Customer Relationship Management"](https://www.g2.com/survey_responses/zoko-review-9421150)**

**Rating:** 5.0/5.0 stars

_— Nnenna A._

[Read full review](https://www.g2.com/survey_responses/zoko-review-9421150)

**["Best WhatsApp marketing software"](https://www.g2.com/survey_responses/zoko-review-7491027)**

**Rating:** 5.0/5.0 stars

_— Shumaila M._

[Read full review](https://www.g2.com/survey_responses/zoko-review-7491027)

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- [Help Desk](/categories/help-desk)
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- [Client Onboarding](/categories/client-onboarding)
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[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.