# Best Social Customer Service Software - Page 8 ## 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** ### 800.com Smarter call tracking, now with AI Agents that answer when you can't. Never miss a call again. 800.com helps small businesses and agencies grow smarter with 800 AI Agents: intelligent agents that answer, handle, and qualify every inbound call, 24/7. No missed calls, no lost leads, no after-hours voicemail black hole. 800 AI Agents work hand-in-hand with 800 Intelligence and Enhanced Caller ID to unlock even more the moment a call comes in — call summaries, call scoring, recommended next steps, and data enrichment that gives you the caller's name, email, and address instantly. Combined with a professional phone number, intuitive call routing, and built-in call tracking, you can stop guessing where your leads are coming from and start focusing on what works. Even if you're new to call tracking, 800.com makes it easy to assign unique phone numbers to your campaigns (website, ads, social, print), track results in real time, and route calls to the right person or team — all from one simple dashboard. AI features include: – 800 AI Agents that answer, handle, and qualify calls 24/7 – Call summaries, call scoring, and recommended next steps via 800 Intelligence – Data enrichment through Enhanced Caller ID — name, email, and address the moment the phone rings – Call transcription and sentiment analysis for deeper insight into customer interactions For agencies and advanced users, 800.com supports powerful tools like: – Dynamic Number Insertion (DNI) to track exact sources of inbound calls – Integrations with GA4, Google Ads, Meta, and Microsoft Ads – Client-level account management with white-labeled dashboards for a consistent brand experience across every account Built for SMBs but scalable for agencies, 800.com also includes: – Call forwarding, voicemail, and customizable IVR – Call recording and transcription with playback for training or QA – In-depth call analytics and reporting – SMS campaigns for direct customer engagement – Mobile app so your business line goes everywhere you go Looking for advanced call forwarding and routing with custom greetings and an auto-attendant? We have that too. Whether you're just starting out or scaling fast, 800.com helps you look more professional, stay responsive, and make better marketing decisions — with AI agents doing the heavy lifting, without the complexity of traditional phone systems. [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=2026-07-27T21%3A39%3A45Z&secure%5Bdisplayable_resource_id%5D=1389&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=retargeted_product&secure%5Bplacement_resource_ids%5D%5B%5D=125374&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=125374&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%3D8&secure%5Btoken%5D=d86373b406b59315f89b780f4f0fa313b4f67e89da7e40a328a379d295860259&secure%5Burl%5D=https%3A%2F%2Fwww.800.com%2Fai-agents&secure%5Burl_type%5D=custom_url) ### [Spechy](https://www.g2.com/products/spechy/reviews) Spechy is a cloud software provider for businesses. The company's purpose-built Omni-Channel Contact Center platform offers a range of applications that enable the scope of contact center-related customer service, sales and marketing functions. The company's Omnichannel Communications platform and other applications enable the simultaneous management and optimization of customer interactions across voice, chat, email, Web, social media, video calling and mobile channels, either directly or via (APIs). Spechy monitors and tracks every customer interaction. In order to improve the customer experience and increase user productivity, Customer Relationship Management (CRM) software includes applications such as Ticketing, Analysis, Web, Customer Experience, Business tracking, and Quality Management tools. It also maximizes user productivity by automating all processes with its advanced features. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate Spechy? - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10) #### Who Is the Company Behind Spechy? - **Seller:** [Spechy](https://www.g2.com/sellers/spechy) - **Year Founded:** 2016 - **HQ Location:** ISTANBUL, TR - **LinkedIn® Page:** https://www.linkedin.com/company/spechy/ (21 employees on LinkedIn®) #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of Spechy? **["Great Communication Platform"](https://www.g2.com/survey_responses/spechy-review-8716213)** **Rating:** 5.0/5.0 stars _— Metin O._ [Read full review](https://www.g2.com/survey_responses/spechy-review-8716213) ### [StepsAI](https://www.g2.com/products/stepsai/reviews) Steps AI Chatbot is an easy-to-implement Agentic AI chatbot that helps businesses boost revenue, improve customer experience, and automate 24/7 support with value-first pricing. It integrates with 250+ tools including Shopify and Zendesk, fully aligns with your brand, and requires no engineering resources to manage. With intelligent automation and real-time insights, Steps AI Chatbot streamlines support operations, reduces costs, and delivers faster, more personalized customer experiences. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate StepsAI? - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10) - **Visitor Activity:** 10.0/10 (Category avg: 8.4/10) - **Reporting:** 10.0/10 (Category avg: 8.4/10) #### Who Is the Company Behind StepsAI? - **Seller:** [Steps AI](https://www.g2.com/sellers/steps-ai) - **HQ Location:** Toronto, CA - **LinkedIn® Page:** https://www.linkedin.com/company/stepsai-aide/ (18 employees on LinkedIn®) #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of StepsAI? **["Steps AI’s Omnichannel “AI Brain” Streamlined Our Support and Boosted Conversions"](https://www.g2.com/survey_responses/stepsai-review-13101754)** **Rating:** 5.0/5.0 stars _— SADASHIV Y._ [Read full review](https://www.g2.com/survey_responses/stepsai-review-13101754) ### [Trooya](https://www.g2.com/products/trooya/reviews) Trooya is a cloud-based social media contact center that enables users to respond to customers, resolve their issues and earn their goodwill. **Average Rating:** 4.0/5.0 **Total Reviews:** 2 #### Who Is the Company Behind Trooya? - **Seller:** [Germin8](https://www.g2.com/sellers/germin8) - **Year Founded:** 2007 - **HQ Location:** Mumbai , IN - **Twitter:** @germin8 (836 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/germin8 (125 employees on LinkedIn®) #### Who Uses This Product? - **Company Size:** 50% Small, 50% Medium #### What Are Recent G2 Reviews of Trooya? **["Help me to achieve next level of Customer Satisfaction"](https://www.g2.com/survey_responses/trooya-review-5393249)** **Rating:** 4.5/5.0 stars _— Dinesh T._ [Read full review](https://www.g2.com/survey_responses/trooya-review-5393249) ### [bling.cloud](https://www.g2.com/products/bling-cloud/reviews) Bling is an AI-powered communication platform that helps sales teams, support teams, and contact centers centralize all customer interactions in one place. Bling streamlines communication through a unified inbox, inbuilt CRM, and advanced AI automation. It enables businesses to organize, automate, scale, and measure performance effectively, driving higher sales, ROI, and customer satisfaction. #### Who Is the Company Behind bling.cloud? - **Seller:** [Bling.cloud](https://www.g2.com/sellers/bling-cloud) - **HQ Location:** San Francisco, US - **LinkedIn® Page:** https://www.linkedin.com/company/bling-communication (31 employees on LinkedIn®) ### [CDSS Social Messaging Connector](https://www.g2.com/products/cdss-social-messaging-connector/reviews) CDSS social messaging connector enables integration between Genesys Cloud and various social messaging platforms, including WhatsApp, Facebook Messenger, WeChat, Telegram. This enables corporations to maintain a market presence, build connections and generate prospects with their customers on one single integrated platform. #### Who Is the Company Behind CDSS Social Messaging Connector? - **Seller:** [Continuous Technology International Limited (CTINT)](https://www.g2.com/sellers/continuous-technology-international-limited-ctint) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) ### [ChayAll](https://www.g2.com/products/chayall/reviews) Communicate with your customers on WhatsApp Business, Messenger, Apple Business Chat, Google's Business Messages, Live Chat and Instagram thanks to a single platform. #### Who Is the Company Behind ChayAll? - **Seller:** [Greenbureau](https://www.g2.com/sellers/greenbureau) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) ### [Comm100](https://www.g2.com/products/comm100-network-corporation-comm100/reviews) Comm100 is a global provider of AI-powered omnichannel customer support software designed to help organizations across commercial, government, and nonprofit sectors deliver seamless and consistent customer service. With a diverse clientele that includes notable names such as Rackspace, Stanford University, and Global Affairs Canada, Comm100 provides a robust platform that integrates multiple communication channels, ensuring that users can engage with their customers effectively, regardless of the medium. The Comm100 platform consolidates various support channels, including live chat, email, social media, secure messaging, and self-service resources, into a single, unified experience. This integration enhances visibility and streamlines workflows, allowing support teams to manage conversations efficiently and respond to inquiries promptly. By centralizing interactions, organizations can maintain a consistent service level across different channels, catering to a wide range of audiences and handling varying interaction volumes without compromising quality. One of the standout features of Comm100 is its advanced AI capabilities, which are woven throughout the platform to boost both productivity and performance for support teams. The software includes agentic tools designed to assist with routine interactions, enabling human agents to focus on more complex inquiries. Additionally, AI-driven quality assurance mechanisms help uphold service standards, while data-driven insights provide valuable information on trends and performance gaps. These features support continuous improvement initiatives, allowing organizations to refine their customer service strategies over time. Comm100 is built with flexibility, reliability, and scalability in mind, making it suitable for organizations operating in complex service environments that demand high levels of security, compliance, and uptime. The platform is adaptable to various operational models, ensuring that organizations can maintain stability and governance while meeting their unique service requirements. This adaptability is crucial for organizations looking to enhance their customer engagement strategies without sacrificing control or oversight. By combining intelligent automation with human-led service, Comm100 empowers organizations to foster stronger customer relationships, improve productivity, and achieve superior support outcomes at scale. This balanced approach not only helps organizations meet increasing service expectations but also supports long-term strategies for resilience and growth. Furthermore, leadership teams can leverage reliable analytics and actionable insights to measure performance, optimize resources, and make informed decisions across channels and teams, ultimately enhancing the overall customer experience in today’s dynamic digital landscape. **Average Rating:** 4.4/5.0 **Total Reviews:** 52 #### How Do G2 Users Rate Comm100? - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10) #### Who Is the Company Behind Comm100? - **Seller:** [Comm100 Network Corporation](https://www.g2.com/sellers/comm100-network-corporation) - **Company Website:** https://www.comm100.com - **Year Founded:** 2009 - **HQ Location:** Vancouver, Canada - **Twitter:** @Comm100 (4,688 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/comm100-network-corporation/ (88 employees on LinkedIn®) #### Who Uses This Product? - **Top Industries:** Gambling & Casinos - **Company Size:** 48% Small, 37% Medium #### What Do G2 Reviewers Say About Comm100? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **versatile functions** and strong AI features of Comm100, enhancing their support experience effectively. - Users find Comm100 to have an **easy-to-use system** , enhancing their overall experience and support efficiency. - Users value the **helpful support team** of Comm100, enhancing their overall experience from setup to daily operations. - Users praise the **excellent customer support** of Comm100, highlighting their responsiveness and knowledgeable assistance. - Users highlight the **efficiency** of Comm100, noting the intuitive interface and automation that enhance customer support operations. ##### Cons - Users experience **chatbot issues** with Comm100, as the AI struggles to effectively handle member queries when agents are unavailable. - Users are frustrated by the **lack of updates** in Comm100, which hampers improvement and responsiveness to user feedback. - Users face **integration challenges** with Comm100, particularly with HubSpot, affecting chat functionality and user experience. - Users note that the **AI chatbot struggles with issue resolution** when human agents aren't available, affecting support quality. - Users are frustrated with the **lack of update options** for user segments, complicating user management processes. #### What Are Recent G2 Reviews of Comm100? **["Easy Onboarding, User-Friendly Interface, and Straightforward Salesforce Integration"](https://www.g2.com/survey_responses/comm100-review-12855831)** **Rating:** 4.5/5.0 stars _— Verified User in Sports_ [Read full review](https://www.g2.com/survey_responses/comm100-review-12855831) **["Responsive Support and a Smooth Desktop Experience"](https://www.g2.com/survey_responses/comm100-review-12885472)** **Rating:** 5.0/5.0 stars _— Brian M._ [Read full review](https://www.g2.com/survey_responses/comm100-review-12885472) ### [Connectly.ai](https://www.g2.com/products/connectly-inc-connectly-ai/reviews) Connectly allows businesses to easily create and send automated, interactive, and personalized marketing campaigns through WhatsApp at scale. This promotes a 2-way conversation (unlike SMS & e-mail), where prospects and customers can choose their buying journey, increasing engagement alongside conversions. Connectly also centralizes customer communications in a unified inbox - across WhatsApp, SMS, Facebook Messenger, and Instagram – enabling companies to segment their audience and make data-driven decisions based on its smart reporting. **Average Rating:** 4.7/5.0 **Total Reviews:** 16 #### How Do G2 Users Rate Connectly.ai? - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10) #### Who Is the Company Behind Connectly.ai? - **Seller:** [Connectly](https://www.g2.com/sellers/connectly) - **Year Founded:** 2020 - **HQ Location:** San Francisco, California - **Twitter:** @ConnectlyAI (114 Twitter followers) - **LinkedIn® Page:** http://www.linkedin.com/company/connectly-ai (60 employees on LinkedIn®) #### Who Uses This Product? - **Company Size:** 41% Medium, 35% Small #### What Do G2 Reviewers Say About Connectly.ai? _AI-generated summary from verified user reviews_ ##### Pros - Users love the **intuitive platform** of Connectly.ai, enjoying seamless communication and excellent support throughout their experience. - Users appreciate the **proactive support** from Connectly.ai, enhancing their communication experience and campaign effectiveness. - Users value the **excellent customer engagement** through Connectly.ai, fostering effective communication and personalized experiences. - Users commend the **exceptional customer support** of Connectly.ai, appreciating the team's readiness to assist and resolve issues. - Users love the **intuitive platform** of Connectly.ai, enhancing communication and providing excellent support for all their needs. ##### Cons - Users find the **monthly report extraction process too manual** , indicating a need for improvement in data management. - Users note that the **monthly report export process is very manual** , indicating a need for improvement in functionality. - Users find the **inadequate reporting** process tedious, requiring manual data extraction despite the tool's overall excellence. - Users find the **reporting process inefficient** , requiring manual efforts to extract data despite overall satisfaction with the tool. - Users note that the **poor reporting** process is manual and requires improvement, despite overall satisfaction with the tool. #### What Are Recent G2 Reviews of Connectly.ai? **["It is a very easy tool to use"](https://www.g2.com/survey_responses/connectly-ai-review-8750242)** **Rating:** 4.0/5.0 stars _— Yaritse D._ [Read full review](https://www.g2.com/survey_responses/connectly-ai-review-8750242) **["Partner committed to business agility"](https://www.g2.com/survey_responses/connectly-ai-review-8429321)** **Rating:** 5.0/5.0 stars _— Natalia D._ [Read full review](https://www.g2.com/survey_responses/connectly-ai-review-8429321) ### [Contenfly](https://www.g2.com/products/contenfly/reviews) Contenfly is a cutting-edge social media management platform built for marketers, business owners, and content creators who want to improve their workflows. Whether you're juggling multiple accounts or working with a team, Contenfly gives you the tools to centralize your social media efforts, automate repetitive tasks, and uncover valuable audience insights—all from an intuitive, easy-to-use dashboard. Say goodbye to time-consuming social media tasks. With Contenfly, you can seamlessly organize comments, monitor engagement trends, and respond to your audience in real-time. Designed to boost your productivity and deliver actionable insights, Contenfly lets you focus on what matters most—growing your brand and building authentic connections. \*\*Why Choose Contenfly?\*\* - Manage all your social media profiles effortlessly in one platform - Automate routine tasks to save time and energy - Unlock detailed analytics for a deeper understanding of your audience - Collaborate effectively with buhttps://my.g2.com/contenfly/upgradeilt-in teamwork tools Whether you're a small business owner aiming to expand your online presence or a marketing expert seeking advanced tools to optimize campaigns, Contenfly is your trusted partner for social media success.. #### Who Is the Company Behind Contenfly? - **Seller:** [Contenfly](https://www.g2.com/sellers/contenfly) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) ### [DataEQ](https://www.g2.com/products/dataeq/reviews) DataEQ specialises in providing large organisations with high-quality, actionable data from unstructured customer and public feedback. Using a unique blend of AI and human intelligence, the company offers various tailored solutions that range from customer service and experience, to market conduct and risk management. Founded in South Africa in 2007, and headquartered in London, DataEQ continues to expand internationally. Today, the company supports enterprise clients across four continents covering a range of business sectors, including financial services, telecommunications, automotive, and retail. www.dataeq.com **Average Rating:** 4.7/5.0 **Total Reviews:** 19 #### How Do G2 Users Rate DataEQ? - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10) #### Who Is the Company Behind DataEQ? - **Seller:** [DataEQ](https://www.g2.com/sellers/dataeq) - **Year Founded:** 2007 - **HQ Location:** London, London - **Twitter:** @DataEQ (5,932 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/dataeq/ (127 employees on LinkedIn®) #### Who Uses This Product? - **Company Size:** 58% Small, 32% Large #### What Are Recent G2 Reviews of DataEQ? **["Highest quality human-verified, accurate data backed up by a superbly responsive support team."](https://www.g2.com/survey_responses/dataeq-review-4395702)** **Rating:** 5.0/5.0 stars _— Verified User in International Affairs_ [Read full review](https://www.g2.com/survey_responses/dataeq-review-4395702) **["I love DataEQ and would recommend a friend"](https://www.g2.com/survey_responses/dataeq-review-7355288)** **Rating:** 5.0/5.0 stars _— Verified User in Accounting_ [Read full review](https://www.g2.com/survey_responses/dataeq-review-7355288) ### [DialShree Predictive Dialer](https://www.g2.com/products/dialshree-predictive-dialer/reviews) DialShree is a popular call centre solution that supports unified communication channels. It has a wide array of features. It is renowned for its 99.99% of SLA uptime. It is a highly scalable, robust, secure, and feature-rich solution, which is perfect to use for all scaled businesses and call centers. Our VoIP and telephony experts have implemented 900+ Omnichannel Communication Solutions across 10+ industries. BPO, KPO, Corporate Companies, Collection Agencies, Businesses, Telemarketing Companies, Call Centers, Banking, Healthcare, eCommerce, Automotive, Government DialShree has some futuristic add-ons to offer more consolidated call centre software to specific industries. Visit us @ https://elisiontec.com/products/contact-center-software/ **Average Rating:** 4.6/5.0 **Total Reviews:** 55 #### How Do G2 Users Rate DialShree Predictive Dialer? - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10) #### Who Is the Company Behind DialShree Predictive Dialer? - **Seller:** [Elision TechnoLab](https://www.g2.com/sellers/elision-technolab) - **Year Founded:** 2007 - **HQ Location:** Gujarat, India - **Twitter:** @elisiontec (390 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/elision-technolab-llp (120 employees on LinkedIn®) #### Who Uses This Product? - **Top Industries:** Insurance, Education Management - **Company Size:** 79% Medium, 14% Small #### What Do G2 Reviewers Say About DialShree Predictive Dialer? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **agent productivity features** , like call barging and whisper options, enhancing support during calls. - Users praise the **responsive customer support** of DialShree, enhancing their experience and resolving issues promptly. - Users value the **daily use** of DialShree for its effective call barging and excellent customer support assistance. - Users commend the **dialing features** of DialShree, particularly the barge and whisper options for enhanced support. - Users appreciate the **recording features** of DialShree, enhancing call management and agent support during conversations. ##### Cons - Users experience delays when switching extensions, highlighting **dialer issues** that impact workflow efficiency. - Users experience **time delays when switching extensions** on DialShree, affecting their efficiency and workflow. - Users report notable **time delays** when switching extensions, affecting their overall efficiency with DialShree Predictive Dialer. #### What Are Recent G2 Reviews of DialShree Predictive Dialer? **["Support"](https://www.g2.com/survey_responses/dialshree-predictive-dialer-review-9987552)** **Rating:** 5.0/5.0 stars _— Sanket S._ [Read full review](https://www.g2.com/survey_responses/dialshree-predictive-dialer-review-9987552) **["Excellent Experience with DialShree Dialer – Highly Recommended"](https://www.g2.com/survey_responses/dialshree-predictive-dialer-review-10650350)** **Rating:** 4.5/5.0 stars _— Mifta S._ [Read full review](https://www.g2.com/survey_responses/dialshree-predictive-dialer-review-10650350) ### [easiware](https://www.g2.com/products/easiware/reviews) easiware is a comprehensive customer service platform that empowers businesses to streamline and centralize their customer interactions across various channels such as email, web forms, social media, and more. The primary objective of easiware is to help personalized conversations, enabling businesses to address customer inquiries more effectively. The ultimate goal is to transform traditional customer care practices and provide a memorable and valuable customer experience. One key feature of easiware is its ability to create a 360-degree customer profile and to consolidate customer information from multiple touchpoints into a centralized view. This holistic perspective allows customer support teams to have a deeper understanding of each customer's history, preferences, and interactions with the company. Armed with this comprehensive customer profile, businesses can tailor their responses and support to meet individual needs more precisely. The software is designed with a focus on enhancing efficiency and productivity through the integration of automation features. By automating routine tasks and processes, easiware frees up valuable time for customer support teams, enabling them to focus on more complex and personalized aspects of customer interactions. #### Who Is the Company Behind easiware? - **Seller:** [Easiware](https://www.g2.com/sellers/easiware) - **Year Founded:** 2008 - **HQ Location:** Paris, FR - **Twitter:** @easiware (1,376 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/easiware/ (31 employees on LinkedIn®) ### [Everise CX](https://www.g2.com/products/everise-cx/reviews) Everise offers enterprises the solutions and technology they need to rapidly scale their brands across markets, and to evolve their offering through the product or service lifecycle. Some of the world’s most loved brands have products and services that are tested, protected, supported and sold by Everise. Our innovative CX outsourcing services are high performing, scalable, secure, agile, and have fluent proficiency in 32 languages, which helps brands to create seamless customer, product, digital, and home experiences. We strategically operate in seven markets to enable our customers to scale their reach across the globe. #### Who Is the Company Behind Everise CX? - **Seller:** [Everise](https://www.g2.com/sellers/everise) - **HQ Location:** Plantation, US - **LinkedIn® Page:** https://www.linkedin.com/company/everiseglobal/mycompany (8,572 employees on LinkedIn®) ### [Ezist](https://www.g2.com/products/ezist/reviews) Smarter warranty & service intelligence for assets — reduce downtime, prevent mistakes. Ezist is an operational intelligence platform that adds warranty awareness and financial risk visibility to asset management. We help multi-location businesses prevent costly service mistakes, track exposure before coverage is lost, and give leadership full control over service decisions. #### Who Is the Company Behind Ezist? - **Seller:** [Ezist](https://www.g2.com/sellers/ezist) - **Year Founded:** 2022 - **HQ Location:** Reston, US - **LinkedIn® Page:** https://www.linkedin.com/company/ezist (2 employees on LinkedIn®) ### [Help Sumo](https://www.g2.com/products/help-sumo/reviews) Help Sumo is more affordable, easier to setup and use, and designed mainly for small and medium sized business. Help Sumo includes a built in Knowledge Base which allows your Service Desk staff to quickly find related known error data, resolutions and workarounds; convert tickets into Knowledge Base articles; and provide end user accessible Knowledge Base search capabilities **Average Rating:** 4.0/5.0 **Total Reviews:** 2 #### How Do G2 Users Rate Help Sumo? - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10) #### Who Is the Company Behind Help Sumo? - **Seller:** [AJ Square](https://www.g2.com/sellers/aj-square) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) #### Who Uses This Product? - **Company Size:** 50% Medium #### What Do G2 Reviewers Say About Help Sumo? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **analytics and reporting capabilities** of Help Sumo for enhancing customer interaction tracking and support performance. - Users value the **analytics and reporting capabilities** of Help Sumo, enhancing their customer support and performance tracking. - Users appreciate the **analytics and reporting capabilities** of Help Sumo, empowering them to improve support performance effectively. - Users value the **analytics and reporting capabilities** of Help Sumo, aiding in data-driven support improvements. - Users value the **reporting capabilities** of Help Sumo for tracking interactions and enhancing support performance effectively. ##### Cons - Users find **integration difficulty** with Help Sumo challenging, facing compatibility issues with existing business tools. - Users face **integration issues** with Help Sumo, as compatibility with existing tools can be limited and challenging. - Users face challenges due to the **lack of integrations** , making it difficult to connect with existing business tools. - Users face **integration limitations** with Help Sumo, complicating compatibility with existing business tools and requiring extra development work. - Users face **limited integrations** with Help Sumo, complicating compatibility with existing business tools and processes. #### What Are Recent G2 Reviews of Help Sumo? **["Help Sumo"](https://www.g2.com/survey_responses/help-sumo-review-8182876)** **Rating:** 5.0/5.0 stars _— Giorgos M._ [Read full review](https://www.g2.com/survey_responses/help-sumo-review-8182876) - [‹ Prev‹ Prev](/categories/social-customer-service?order=g2_score&page=7#product-list) - [1](/categories/social-customer-service?order=g2_score#product-list) - [2](/categories/social-customer-service?order=g2_score&page=2#product-list) - … - [4](/categories/social-customer-service?order=g2_score&page=4#product-list) - [5](/categories/social-customer-service?order=g2_score&page=5#product-list) - [6](/categories/social-customer-service?order=g2_score&page=6#product-list) - [7](/categories/social-customer-service?order=g2_score&page=7#product-list) - 8 - [9](/categories/social-customer-service?order=g2_score&page=9#product-list) - [Next ›Next ›](/categories/social-customer-service?order=g2_score&page=9#product-list) Spotlight Categories [Integration Platform as a Service (iPaaS) Solutions](https://www.g2.com/categories/ipaas) [Accounts Payable Automation Software](https://www.g2.com/categories/ap-automation) [Sales Enablement Software](https://www.g2.com/categories/sales-enablement) [Media Monitoring Software](https://www.g2.com/categories/media-monitoring) [Voice Recognition Software](https://www.g2.com/categories/voice-recognition) 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.