# Best Social Customer Service Software - Page 3 *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)* 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 - ## Top Social Customer Service Software at a Glance | # | Product | Rating | Best For | What Users Say | |---|---------|--------|----------|----------------| | 1 | [Sprout Social](https://www.g2.com/products/sprout-social/reviews) | 4.4/5.0 (6,389 reviews) | Unified social inbox with sentiment tagging and case routing | "[Intuitive, Responsive UI with Great Onboarding and Support](https://www.g2.com/survey_responses/sprout-social-review-12978419)" | | 2 | [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) | 4.3/5.0 (6,630 reviews) | Omnichannel ticketing with unified agent workspace | "[Great Complete CRM](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-4530447)" | | 3 | [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | 4.4/5.0 (6,967 reviews) | Omnichannel case routing with Salesforce CRM integration | "[The Evolution of Service: Bridging the Gap Between Data and Action.](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220)" | | 4 | [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) | 4.4/5.0 (7,494 reviews) | Omnichannel ticketing with social media integration | "[Zoho Desk: Simple, Organized Ticketing with Great Value and Smooth Zoho Integrations](https://www.g2.com/survey_responses/zoho-desk-review-13066335)" | | 5 | [Reputation](https://www.g2.com/products/reputation/reviews) | 4.5/5.0 (2,405 reviews) | Multi-location review response with social scheduling | "[Visually pleasing & streamlined process. No complaints](https://www.g2.com/survey_responses/reputation-review-9899978)" | | 6 | [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) | 4.3/5.0 (675 reviews) | Unified social care across high-volume channels | "[Love the features!](https://www.g2.com/survey_responses/sprinklr-service-review-11373889)" | | 7 | [Freshdesk](https://www.g2.com/products/freshdesk/reviews) | 4.4/5.0 (3,674 reviews) | Multi-channel ticket routing with email-centric workflows | "[A support tool that quietly made our response process less chaotic, smooth, flexible, an](https://www.g2.com/survey_responses/freshdesk-review-12879809)" | | 8 | [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) | 4.4/5.0 (1,463 reviews) | Omnichannel routing with cloud-native Salesforce integration | "[Effortless Setup, Powerful Integrations](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12997137)" | | 9 | [Sobot Omnichannel Suite](https://www.g2.com/products/sobot-omnichannel-suite/reviews) | 4.9/5.0 (39 reviews) | — | "[Sobot Centralizes Support Channels with Powerful AI Knowledge and Automation](https://www.g2.com/survey_responses/sobot-omnichannel-suite-review-12898786)" | | 10 | [Gladly](https://www.g2.com/products/gladly/reviews) | 4.7/5.0 (1,085 reviews) | Unified customer timelines across voice, chat, email | "[managing home care visits using gladly](https://www.g2.com/survey_responses/gladly-review-12765926)" | ## 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=5494&focus%5B%5D=2743&focus%5B%5D=4177&focus%5B%5D=58172&focus%5B%5D=748&focus%5B%5D=4215) Highlighted products: Sprout Social, Zendesk for Customer Service, Agentforce Service (formerly Salesforce Service Cloud), Zoho Desk, 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=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=zoho-desk&focus%5B%5D=reputation&focus%5B%5D=sprinklr-service&focus%5B%5D=freshdesk&focus%5B%5D=genesys-cloud-cx) ## 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 (↑0.02 vs Jun 2026) The average rating of products in this category, based on all submitted ratings - **Top Trending Product**: treble.ai (+50.0%) - Among all products in this category, treble.ai recorded the largest rating increase compared to last month *Last updated: July 09, 2026* ## How Does G2 Rank Social Customer Service Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 63,500+ 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. ## Which Social Customer Service Software Is Best for Your Use Case? - **Leader:** [Sprout Social](https://www.g2.com/products/sprout-social/reviews) - **Highest Performer:** [Sobot Omnichannel Suite](https://www.g2.com/products/sobot-omnichannel-suite/reviews) - **Easiest to Use:** [Gladly](https://www.g2.com/products/gladly/reviews) - **Top Trending:** [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - **Best Free Software:** [Sprout Social](https://www.g2.com/products/sprout-social/reviews) --- **Sponsored** ### SparrowDesk SparrowDesk is an AI-first customer support platform powered by Zoona AI, designed to help teams resolve customer conversations faster and more consistently at scale. It unifies email and live chat into a single omnichannel inbox, giving support teams full visibility into every customer interaction. At the core of SparrowDesk is Zoona AI, which brings intelligence directly into the support workflow. Zoona AI includes AI Agents that automatically handle routine customer queries with accurate, on-brand responses, and an AI Copilot that assists human agents with instant conversation summaries and smart reply suggestions. Together, they reduce repetitive work while keeping humans in control of complex issues. Beyond AI, SparrowDesk provides essential support operations tools such as Service Level Agreements (SLAs), customizable ticket views, macros, and real-time analytics. These features help teams stay organized, meet response targets, and gain visibility into performance. Designed for scale, SparrowDesk supports multi-brand and multilingual support with role-based access controls for growing teams. [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=2026-07-09T12%3A06%3A02Z&secure%5Bdisplayable_resource_id%5D=58&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=neighbor_category&secure%5Bplacement_resource_ids%5D%5B%5D=58&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=1494101&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&secure%5Btoken%5D=90ad319e7a369e2a2881da6bf9bc71b7679c4189113b056d552f0e2f153bca2e&secure%5Burl%5D=https%3A%2F%2Fwww.sparrowdesk.com%2F%3Futm_source%3DG2%26utm_medium%3DPPC&secure%5Burl_type%5D=custom_url) --- ## What Are the Top-Rated Social Customer Service Software Products in 2026? ### 1. [Superchat](https://www.g2.com/products/superchat/reviews) Superchat is an all-in-one messaging software for businesses. Through the platform, businesses can bundle different digital communication channels such as WhatsApp, Facebook, Instagram, Telegram and Email into a universal inbox. This allows companies to communicate personally and simply with prospects and customers via their channel of choice, streamlining and making communication more efficient. In addition to bundling various communication channels, Superchat offers additional features aiming to help businesses build customer relationships and unify and automate communication. **Average Rating:** 4.6/5.0 **Total Reviews:** 112 **How Do G2 Users Rate Superchat?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10) - **Visitor Activity:** 7.4/10 (Category avg: 8.4/10) - **Mentions:** 7.7/10 (Category avg: 8.5/10) - **Reporting:** 7.4/10 (Category avg: 8.4/10) **Who Is the Company Behind Superchat?** - **Seller:** [Super X GmbH](https://www.g2.com/sellers/super-x-gmbh) - **Year Founded:** 2020 - **HQ Location:** Berlin, DE - **Twitter:** @superchat_com (11 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/superchatcom (99 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** CEO, Director - **Top Industries:** Insurance, Marketing and Advertising - **Company Size:** 79% Small-Business, 21% Mid-Market #### What Are Superchat's Pros and Cons? **Pros:** - Customer Support (8 reviews) - Simple (6 reviews) - Communication Ease (5 reviews) - Ease of Use (4 reviews) - Features (4 reviews) **Cons:** - Bugs (2 reviews) - Ticketing Issues (2 reviews) - Expensive (1 reviews) - Integration Issues (1 reviews) - Lack of Insights (1 reviews) ### What Do G2 Reviewers Say About Superchat? *AI-generated summary from verified user reviews* **Pros:** - Users love the **amazing customer support** offered by Superchat, enhancing their overall experience and ease of use. - Users find Superchat to be **very user-friendly and easy to use** , facilitating quick connections with customers. - Users appreciate the **seamless communication** capabilities of Superchat, enhancing connectivity and support for their business needs. - Users find Superchat **easy to use** , making it efficient and enjoyable with excellent customer support and modern design. - Users appreciate the **simplicity and functionality** of Superchat, facilitating efficient communication and marketing efforts. **Cons:** - Users report significant **integration bugs** with Superchat, leading to wasted resources and unresolved issues over time. - Users find the **ticketing issues** frustrating as conversations with clients can't continue after 24 hours without a template. - Users find Superchat **expensive** due to additional fees for useful features like automations and integrations. - Users express frustration with **integration issues** in Superchat, leading to wasted time and resources due to unmet promises. - Users are frustrated with the **lack of insights** regarding integration issues, leading to wasted resources and lost opportunities. #### What Are Recent G2 Reviews of Superchat? **"[Great support, intuitively designed user portal - we are very satisfied.](https://www.g2.com/survey_responses/superchat-review-10691037)"** **Rating:** 5.0/5.0 stars *— Autohaus F.* [Read full review](https://www.g2.com/survey_responses/superchat-review-10691037) --- **"[Strong Onboarding + Strong Support](https://www.g2.com/survey_responses/superchat-review-10729070)"** **Rating:** 5.0/5.0 stars *— Julian W.* [Read full review](https://www.g2.com/survey_responses/superchat-review-10729070) --- ### 2. [Gallabox](https://www.g2.com/products/gallabox/reviews) Gallabox is an AI-powered customer conversation platform built for businesses that depend on fast, consistent and high-quality customer engagement. The platform helps teams manage conversations across WhatsApp, Instagram, web chat and voice, bringing AI agents, automation, team inbox workflows and customer context into one connected system. Instead of treating customer conversations as scattered messages, Gallabox helps businesses turn them into structured journeys that support lead capture, qualification, follow-ups, bookings, payments, support and revenue growth. Designed for conversation-led businesses, Gallabox serves teams across industries such as real estate, education, healthcare, travel, financial services, e-commerce, automotive and professional services. The platform is especially useful for businesses that receive a high volume of customer inquiries across multiple channels and need a reliable way to respond quickly, qualify intent and move customers toward the next step. With its shared team inbox, AI-powered automation and conversation history, Gallabox helps sales, marketing and support teams collaborate more effectively and ensure that no high-intent customer interaction is missed. Gallabox enables businesses to deploy AI agents that can answer common questions, qualify leads, capture customer details, book appointments, trigger follow-ups and hand over conversations to the right team member with context. These AI agents work alongside human teams, helping them reduce repetitive work while staying focused on high-value conversations. Businesses can automate key customer journeys, including Click-to-WhatsApp lead capture, Instagram DM responses, web chat inquiries, voice follow-ups, drip campaigns, broadcasts, appointment reminders, payment nudges and post-purchase engagement. A key strength of Gallabox is its ability to connect customer conversations with the tools businesses already use. The platform integrates with CRMs, payment systems, calendars, marketing tools, commerce platforms and automation workflows, including tools such as Zoho CRM, HubSpot, Shopify, WooCommerce, Razorpay, Google Calendar, Calendly, Zapier and more. These integrations help businesses sync customer data, route conversations, update lead stages, collect payments, track campaign performance and maintain continuity across the customer journey. Gallabox is built for businesses that want more than a messaging tool. It gives customer-facing teams the speed, structure and visibility they need to manage conversations across channels, automate repetitive workflows and improve conversion outcomes. By combining AI agents, omnichannel engagement, shared team collaboration and integrations in one platform, Gallabox helps businesses respond faster, qualify better and create more connected customer experiences from first inquiry to conversion and beyond. **Average Rating:** 4.6/5.0 **Total Reviews:** 164 **How Do G2 Users Rate Gallabox?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10) - **Visitor Activity:** 5.8/10 (Category avg: 8.4/10) - **Mentions:** 9.4/10 (Category avg: 8.5/10) - **Reporting:** 10.0/10 (Category avg: 8.4/10) **Who Is the Company Behind Gallabox?** - **Seller:** [MangoLeap](https://www.g2.com/sellers/mangoleap) - **Company Website:** https://gallabox.com/ - **Year Founded:** 2020 - **HQ Location:** Chennai, IN - **Twitter:** @gallabox (147 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/gallabox/ (91 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Founder, CEO - **Top Industries:** Education Management, Apparel & Fashion - **Company Size:** 73% Small-Business, 21% Mid-Market #### What Are Gallabox's Pros and Cons? **Pros:** - Ease of Use (6 reviews) - Automation (5 reviews) - Customer Support (5 reviews) - Integrations (5 reviews) - Easy Integrations (4 reviews) **Cons:** - Dashboard Issues (2 reviews) - Inadequate Reporting (2 reviews) - Limited Customization (2 reviews) - Limited Training Resources (2 reviews) - Poor Customer Support (2 reviews) ### What Do G2 Reviewers Say About Gallabox? *AI-generated summary from verified user reviews* **Pros:** - Users find Gallabox's **ease of use** simplifies WhatsApp integration and enhances overall communication management effortlessly. - Users praise the **automation capabilities** of Gallabox for enhancing communication efficiency and lead management seamlessly. - Users value the **excellent customer support** from Gallabox, enhancing their contact center operations with efficient assistance. - Users value the **seamless integrations** of Gallabox, effectively connecting WhatsApp with other platforms for improved communication. - Users value the **easy integrations** of Gallabox, seamlessly connecting WhatsApp with CRM for efficient lead management. **Cons:** - Users find the **dashboard issues** frustrating due to limited reporting and lack of detailed insights for performance tracking. - Users find the **reporting features inadequate** , lacking detailed insights into performance and metrics for effective communication. - Users feel there is **limited customization** in Gallabox templates, wishing for more flexibility in tailor-made solutions. - Users note a **lack of effective training resources** for improving bot responses and reporting functionalities in Gallabox. - Users express frustration over **poor customer support** , citing inadequate follow-up and slow response times for issues. #### What Are Recent G2 Reviews of Gallabox? **"[Gallabox Makes WhatsApp Customer Conversations Fast, Organized, and Efficient](https://www.g2.com/survey_responses/gallabox-review-12510483)"** **Rating:** 4.5/5.0 stars *— Verified User in Information Technology and Services* [Read full review](https://www.g2.com/survey_responses/gallabox-review-12510483) --- **"[Gallabox is working great for us](https://www.g2.com/survey_responses/gallabox-review-11460896)"** **Rating:** 4.5/5.0 stars *— Verified User in Computer Software* [Read full review](https://www.g2.com/survey_responses/gallabox-review-11460896) --- ### 3. [Interakt](https://www.g2.com/products/haptik-interakt/reviews) Launched in 2020, Interakt is a full-stack conversational marketing, sales, and support platform built on top of official WhatsApp Business APIs. Over 10,000 businesses across the globe trust Interakt to reduce CAC, improve customer LTV, and drive repeat purchases. The platform is built on the same technology that powered the Indian government’s MyGOV COVID Bot on WhatsApp, which handled 150 million users and 600 million messages. Additionally, it brought the world the first-ever end-to-end, immersive shopping experience on WhatsApp for Jio Mart. This achievement earned recognition from Mr. Mark Zuckerberg himself. **Average Rating:** 4.5/5.0 **Total Reviews:** 67 **How Do G2 Users Rate Interakt?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10) - **Visitor Activity:** 5.4/10 (Category avg: 8.4/10) - **Mentions:** 6.3/10 (Category avg: 8.5/10) - **Reporting:** 8.3/10 (Category avg: 8.4/10) **Who Is the Company Behind Interakt?** - **Seller:** [Haptik](https://www.g2.com/sellers/haptik) - **Year Founded:** 2013 - **HQ Location:** New York, US - **Twitter:** @haptik (5,970 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/haptik-inc/ (309 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Apparel & Fashion, Retail - **Company Size:** 64% Small-Business, 28% Mid-Market #### What Are Interakt's Pros and Cons? **Pros:** - Ease of Use (6 reviews) - Helpful (3 reviews) - Automation (2 reviews) - Campaign Management (2 reviews) - Chat Features (2 reviews) **Cons:** - Poor Customer Support (2 reviews) - Adjustment Difficulties (1 reviews) - App Availability (1 reviews) - Automation Complexity (1 reviews) - Complex Features (1 reviews) ### What Do G2 Reviewers Say About Interakt? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Interakt, enjoying its simple interface and effective team communication features. - Users find Interakt to be **very helpful** for seamless team communication and efficient client interaction. - Users value the **automation capabilities** of Interakt, enhancing WhatsApp campaigns and boosting customer interactions effectively. - Users appreciate the **ease of campaign management** in Interakt, enabling simple automation and user-friendly setup. - Users value the **innovative chat features** of Interakt, enhancing customer interaction and streamlining campaign creation. **Cons:** - Users express frustration with **poor customer support** , highlighting long turnaround times and limited communication options. - Users find that **adjustment difficulties** arise when trying to set up the automated flow effectively. - Users find the **app primarily focused on bulk messaging** , lacking conversational features and user-friendly navigation. - Users find that **setting the automated flow can be tricky** , leading to confusion and challenges in usage. - Users find the **complex features** of Interakt challenging, often requiring extensive learning to navigate effectively. #### What Are Recent G2 Reviews of Interakt? **"[Feature-Rich WhatsApp Business Solution for Scalable Communication](https://www.g2.com/survey_responses/interakt-review-12927422)"** **Rating:** 4.5/5.0 stars *— Vijin V.* [Read full review](https://www.g2.com/survey_responses/interakt-review-12927422) --- **"[Robust Whatsapp Solution for Business.](https://www.g2.com/survey_responses/interakt-review-12602137)"** **Rating:** 5.0/5.0 stars *— Mandip P.* [Read full review](https://www.g2.com/survey_responses/interakt-review-12602137) --- ### 4. [Freshchat](https://www.g2.com/products/freshworks-freshchat/reviews) Freshchat (a product of Freshworks Inc.) is a conversational engagement solution that helps businesses engage with customers across multiple channels such as web chat, email, phone, and social channels like WhatsApp, Instagram, and iMessage. Freshchat also offers native AI-powered chatbots that can be easily built with a no-code builder, which helps businesses provide personalized self-service at scale. With Freshchat's journey builder and ready-made playbooks, businesses can stay ahead of their customer's needs and support them proactively whenever necessary. Freshchat also provides a comprehensive view of the customer's conversation history and other relevant information, making agents more productive and enabling them to provide personalized experiences. **Average Rating:** 4.4/5.0 **Total Reviews:** 468 **How Do G2 Users Rate Freshchat?** - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10) - **Visitor Activity:** 9.2/10 (Category avg: 8.4/10) - **Mentions:** 9.4/10 (Category avg: 8.5/10) - **Reporting:** 8.9/10 (Category avg: 8.4/10) **Who Is the Company Behind Freshchat?** - **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks) - **Year Founded:** 2010 - **HQ Location:** San Mateo, CA - **Twitter:** @FreshworksInc (19,020 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/freshworks-inc/ (7,505 employees on LinkedIn®) - **Ownership:** NASDAQ: FRSH **Who Uses This Product?** - **Who Uses This:** Founder - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 59% Small-Business, 36% Mid-Market #### What Are Freshchat's Pros and Cons? **Pros:** - Ease of Use (14 reviews) - Helpful (10 reviews) - Features (7 reviews) - Automation (6 reviews) - Integrations (6 reviews) **Cons:** - AI Limitations (5 reviews) - Chatbot Issues (5 reviews) - Chat Issues (5 reviews) - Learning Curve (5 reviews) - Limited AI Capabilities (4 reviews) ### What Do G2 Reviewers Say About Freshchat? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** of FreshChat, enabling efficient handling of multiple communication channels seamlessly. - Users praise FreshChat for its **helpfulness** , enhancing support with quick responses and meaningful metrics for improvement. - Users enjoy the **user-friendly interface** of FreshChat that simplifies live chat management and enhances customer support efficiency. - Users appreciate the **easy automation implementation** in FreshChat, enhancing efficiency and resolving customer queries swiftly. - Users value the **seamless integrations** of FreshChat, enhancing support efficiency across multiple communication channels. **Cons:** - Users find FreshChat's **AI limitations** significant, with basic automation and chatbot performance falling short in advanced scenarios. - Users note that **Freddy AI lacks advanced automation** and struggles with notifications and message editing, impacting usability. - Users often face **chat issues** with FreshChat, including confusing dashboards and unreliable notifications, affecting usability. - Users find the **learning curve steep** for FreshChat, especially in setting up functionalities and custom reports. - Users find FreshChat's **limited AI capabilities** inadequate for advanced needs, affecting automation and chatbot effectiveness. #### What Are Recent G2 Reviews of Freshchat? **"[Fresh Experience with Intuitive Agent Builder](https://www.g2.com/survey_responses/freshchat-review-12923561)"** **Rating:** 4.5/5.0 stars *— Akshat K.* [Read full review](https://www.g2.com/survey_responses/freshchat-review-12923561) --- **"[Streamlined Chat Management with Robust Features](https://www.g2.com/survey_responses/freshchat-review-12657839)"** **Rating:** 4.0/5.0 stars *— Mandip P.* [Read full review](https://www.g2.com/survey_responses/freshchat-review-12657839) --- ### 5. [Lime Connect (formerly Userlike)](https://www.g2.com/products/lime-connect-formerly-userlike/reviews) is Germany's leading AI-Agent platform for customer communication. AI Agents automate complete service processes, integrated into your existing systems and developed in Germany for maximum security. All customer messages from website chat, WhatsApp, Facebook Messenger, Instagram, Telegram, email, and more are centralized in Lime Connect's Message Center. AI Agents resolve recurring requests end-to-end, while professional service features such as voice messages, live translations, intelligent routing, and browser-based video calls with screen sharing support teams when human expertise is needed. The mobile app ensures that customer interactions can be managed anytime, anywhere. Connect AI takes your customer service to the next level. Deploy autonomous AI Agents that handle up to 70% of interactions independently, automate workflows, and update integrated systems such as your CRM or commerce platform. With our visual no-code Workflow Builder, you can structure and automate business processes efficiently—defining triggers, conditions, and actions via drag and drop, without any programming knowledge. In combination with Connect AI, workflows can be enhanced with intelligent decision logic, enabling faster responses while reducing manual work. The AI Copilot supports your service team by summarizing conversations, suggesting responses, and providing relevant knowledge in real time. Both features improve efficiency, reduce costs, and maintain high-quality customer interactions. Lime Connect also provides tools for lead generation and follow-up, including a modern website messenger and WhatsApp Campaigns for direct, personalized communication with customers. Existing chatbots can be integrated via the chatbot API to extend your AI capabilities. Since Lime Connect was founded over 10 years ago, data protection has always been a top priority. All data is stored securely on German servers making Lime Connect a GDPR-compliant customer messaging solution. With its secure data infrastructure and special features, Lime Connect guarantees data protection and security for your customers, your employees and your company as a whole. Lime Connect is suitable for all company sizes because the software is flexible and adapts to your needs and goals. Small and medium-sized companies, as well as large corporations such as Toyota and Hermes, already rely on Lime Connect. **Average Rating:** 4.4/5.0 **Total Reviews:** 441 **How Do G2 Users Rate Lime Connect (formerly Userlike)?** - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.1/10) - **Visitor Activity:** 8.5/10 (Category avg: 8.4/10) - **Mentions:** 7.8/10 (Category avg: 8.5/10) - **Reporting:** 7.7/10 (Category avg: 8.4/10) **Who Is the Company Behind Lime Connect (formerly Userlike)?** - **Seller:** [Lime Connect](https://www.g2.com/sellers/lime-connect) - **Year Founded:** 2011 - **HQ Location:** Cologne, Germany - **Twitter:** @userlike (5,037 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2855046/ (47 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** CEO, Marketing Manager - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 80% Small-Business, 16% Mid-Market #### What Are Lime Connect (formerly Userlike)'s Pros and Cons? **Pros:** - Call Management (1 reviews) - Case Management (1 reviews) - Contact Management (1 reviews) - Easy Implementation (1 reviews) - Easy Integrations (1 reviews) **Cons:** - Expensive (1 reviews) - UX Improvement (1 reviews) ### What Do G2 Reviewers Say About Lime Connect (formerly Userlike)? *AI-generated summary from verified user reviews* **Pros:** - Users love the **easy WhatsApp implementation** , which simplifies customer management significantly. - Users love the **easy WhatsApp implementation** , streamlining customer management for a smoother experience. - Users find **WhatsApp integration easy** , making customer management a seamless and efficient experience. - Users love the **easy WhatsApp implementation** of Lime Connect, simplifying customer management effortlessly. - Users love the **easy WhatsApp integration** of Lime Connect, simplifying customer management significantly. **Cons:** - Users find Lime Connect to be **expensive** , despite acknowledging that it effectively meets their needs. - Users find the **bland design** of Lime Connect lacking, though acknowledge its functionality despite the cost. #### What Are Recent G2 Reviews of Lime Connect (formerly Userlike)? **"[AI Power and Ease of Use](https://www.g2.com/survey_responses/lime-connect-formerly-userlike-review-8977654)"** **Rating:** 4.0/5.0 stars *— Nello P.* [Read full review](https://www.g2.com/survey_responses/lime-connect-formerly-userlike-review-8977654) --- **"[I did research for my client that was building a new website and Userlike floated to the top.](https://www.g2.com/survey_responses/lime-connect-formerly-userlike-review-8968512)"** **Rating:** 5.0/5.0 stars *— Randy R.* [Read full review](https://www.g2.com/survey_responses/lime-connect-formerly-userlike-review-8968512) --- #### What Are G2 Users Discussing About Lime Connect (formerly Userlike)? - [What is Userlike used for?](https://www.g2.com/discussions/what-is-userlike-used-for) ### 6. [Trengo](https://www.g2.com/products/trengo/reviews) Trengo is an AI-first customer communication platform used by 17,000+ people worldwide. WhatsApp Business API, email, live chat, voice, and social channels connect into one shared inbox where AI agents resolve up to 80% of repetitive conversations automatically, in 70+ languages, 24/7. AI agents handle FAQs, qualify leads, update contact details, and escalate to humans when needed across every channel, without code. Native integrations include HubSpot, Salesforce, Shopify, WooCommerce, Magento, Lightspeed, and Klaviyo. As an official WhatsApp Business Solution Provider and Meta Business Partner, Trengo supports WhatsApp CRM and WhatsApp marketing at scale. Used across eCommerce, hospitality, travel, leisure, and automotive as a leading alternative to Zendesk, Freshdesk, Intercom, Front, Gorgias, Tidio, Respond.io, and WATI. **Average Rating:** 4.3/5.0 **Total Reviews:** 244 **How Do G2 Users Rate Trengo?** - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10) - **Visitor Activity:** 7.2/10 (Category avg: 8.4/10) - **Mentions:** 8.5/10 (Category avg: 8.5/10) - **Reporting:** 7.5/10 (Category avg: 8.4/10) **Who Is the Company Behind Trengo?** - **Seller:** [Trengo](https://www.g2.com/sellers/trengo) - **Year Founded:** 2017 - **HQ Location:** Utrecht, Utrecht, Netherlands - **Twitter:** @TrengoHQ (284 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/trengo/about/ (90 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Leisure, Travel & Tourism, Apparel & Fashion - **Company Size:** 73% Small-Business, 26% Mid-Market #### What Are Trengo's Pros and Cons? **Pros:** - Ease of Use (47 reviews) - Helpful (41 reviews) - Customer Support (33 reviews) - Features (31 reviews) - Communication (26 reviews) **Cons:** - Missing Features (30 reviews) - Limited Features (18 reviews) - Messaging Issues (17 reviews) - Chat Functionality (13 reviews) - Learning Curve (11 reviews) ### What Do G2 Reviewers Say About Trengo? *AI-generated summary from verified user reviews* **Pros:** - Users find Trengo's interface **easy to use and implement** , enhancing their workflow with minimal learning required. - Users find Trengo's **helpful AI-powered workflow automations** and customer support invaluable for efficient communication management. - Users appreciate the **great customer support** from Trengo, finding onboarding easy and assistance consistently helpful. - Users highlight the **multi-channel messaging integration** of Trengo, simplifying chat management and improving efficiency significantly. - Users appreciate the **streamlined communication** offered by Trengo, enhancing interaction and support with customers effectively. **Cons:** - Users find that **missing features** like linking FAQs and useful reports hinder Trengo's full potential. - Users find Trengo's **limited features** frustrating, particularly regarding WhatsApp message handling and integration capabilities. - Users struggle with **messaging issues** , including limited WhatsApp interactions and slow loading times impacting functionality. - Users find the **chat functionality difficult and limited** , experiencing issues with setup and lacking essential features. - Users find the **learning curve steep** , with setup and execution of features being unintuitive and cumbersome. #### What Are Recent G2 Reviews of Trengo? **"[Great partnership with Trengo](https://www.g2.com/survey_responses/trengo-review-11596795)"** **Rating:** 4.0/5.0 stars *— Verified User in Information Technology and Services* [Read full review](https://www.g2.com/survey_responses/trengo-review-11596795) --- **"[Organized Inbox and Efficient Task Management with Trengo](https://www.g2.com/survey_responses/trengo-review-11951871)"** **Rating:** 4.5/5.0 stars *— Ashley d.* [Read full review](https://www.g2.com/survey_responses/trengo-review-11951871) --- #### What Are G2 Users Discussing About Trengo? - [What does Trengo do?](https://www.g2.com/discussions/what-does-trengo-do) - [What is Trengo WhatsApp?](https://www.g2.com/discussions/what-is-trengo-whatsapp) - [Is Trengo good?](https://www.g2.com/discussions/is-trengo-good) - [How does Trengo work?](https://www.g2.com/discussions/how-does-trengo-work) ### 7. [Khoros Service](https://www.g2.com/products/khoros-service/reviews) Khoros Service includes omnichannel engagement on publicly available channels like social, digital, chat and voice, as well as owned online communities with our Khoros Communities offering. The solution offers 1-to-1 and 1-to-many engagement with customers and consumers, bringing together automation through bots, human agents or community managers to manage support and community building. In Khoros Care, customer inquiries and support-related conversations can be routed and prioritized based on a variety of parameters and our robust agent desktop solution allows agents to efficiently manage conversations, both real-time and asynchronous. Agent Assist offers agents in the moment content and responses to help them respond faster and with better results. We offer a built in bot and automation builder tool, allowing conversations to be automated using AI and automated workflows. And of course, we have built in analytics capabilities where users can build their own customized dashboards bringing in the KPIs that are most meaningful to them. With Khoros Communities, we enable organizations to host a vibrant space where customers find answers, develop expertise, share experiences, and connect with your brand. Khoros is the leader in the communities space, powering over 400 of the world’s most recognized brand communities. With 20+ years of experience, the most robust set of customer interaction styles, tools to empower employees to interact and moderate at scale, a platform built for enterprise integration and security, and a dedicated services organization; Khoros is a partner that ensures your community will improve operations, reduce costs, delight your customers, and grow your business. Key benefits include: Improve customer experiences while driving agent efficiency Engage customers in their channel of choice–text, messaging, social, chat, in-app, email, voice–providing complete omnichannel coverage. Khoros simplifies agent workflow with a single desktop, unified customer profiles, and AI-powered support, while automated analysis of sentiment and customizable dashboards help optimize team performance and customer satisfaction. Increase efficiencies through automation Centralize your automated experiences across systems, applications, and channels in one platform to cut costs and streamline customer interactions. By harnessing Natural Language Processing (NLP), you can reduce call volume with conversational bots across multiple channels, while IVR redirection and AI orchestration ensure efficient customer service. Accelerate resolution to delight customers while reducing costs Create a hub for your customers to connect with experts, learn, and get answers to their questions at any time, in any region. Users can deflect up to 80% of calls and customer inquiries providing the potential to save brands millions in annual support costs. Deliver expert community management Nurture large, engaging communities with the most advanced moderation tools, content management, analytics, and expertise that provide quantifiable business value through customer acquisition, retention, and growth. **Average Rating:** 4.4/5.0 **Total Reviews:** 33 **How Do G2 Users Rate Khoros Service?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10) - **Visitor Activity:** 8.3/10 (Category avg: 8.4/10) - **Mentions:** 9.0/10 (Category avg: 8.5/10) - **Reporting:** 8.8/10 (Category avg: 8.4/10) **Who Is the Company Behind Khoros Service?** - **Seller:** [Ignite Enterprise Software Solutions](https://www.g2.com/sellers/ignite-enterprise-software-solutions) - **HQ Location:** Austin, TX - **Twitter:** @ignitetech (494 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/21226/ (398 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Marketing and Advertising, Telecommunications - **Company Size:** 40% Small-Business, 35% Enterprise #### What Are Khoros Service's Pros and Cons? **Pros:** - Automation (3 reviews) - Automation Features (3 reviews) - Features (3 reviews) - AI Technology (2 reviews) - Ease of Use (2 reviews) **Cons:** - Insufficient Training (2 reviews) - Poor Interface Design (2 reviews) - Cost (1 reviews) - Difficult Learning (1 reviews) - Difficult Learning Process (1 reviews) ### What Do G2 Reviewers Say About Khoros Service? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **automation capabilities** of Khoros Service, significantly enhancing efficiency and customer satisfaction. - Users value the **automation features** of Khoros Service, enhancing efficiency and streamlining repetitive tasks effectively. - Users appreciate the **AI-driven routing and automation** features of Khoros Service, enhancing efficiency and user experience. - Users praise Khoros Service for its **AI technology** that effectively routes issues and assists customer service reps. - Users praise Khoros Service for its **user-friendly operation** and seamless integration of AI for effective issue handling. **Cons:** - Users face challenges due to **insufficient training** , making it hard for new team members to effectively utilize the service. - Users express the need to improve **interface and customer support** for quicker solutions from the support team. - Users are frustrated with the **high costs** of Khoros Service, making it expensive for training new staff. - Users find Khoros Service **difficult to understand and use** , requiring extensive training for new team members. - Users find the **difficult learning process** of Khoros Service challenging, requiring extensive training for new team members. #### What Are Recent G2 Reviews of Khoros Service? **"[Training the module as a benefit and asset](https://www.g2.com/survey_responses/khoros-service-review-10006590)"** **Rating:** 4.5/5.0 stars *— Alaa F.* [Read full review](https://www.g2.com/survey_responses/khoros-service-review-10006590) --- **"[A tool for efficient Customer Support](https://www.g2.com/survey_responses/khoros-service-review-10015005)"** **Rating:** 5.0/5.0 stars *— Vishal P.* [Read full review](https://www.g2.com/survey_responses/khoros-service-review-10015005) --- #### What Are G2 Users Discussing About Khoros Service? - [What is Khoros Care used for?](https://www.g2.com/discussions/what-is-khoros-care-used-for) - [What do online communities do?](https://www.g2.com/discussions/what-do-online-communities-do) - 1 comment - [What are the characteristics of online communities?](https://www.g2.com/discussions/what-are-the-characteristics-of-online-communities) - [What is a community khoros?](https://www.g2.com/discussions/what-is-a-community-khoros) - 1 comment - [What are the features of a good virtual community?](https://www.g2.com/discussions/what-are-the-features-of-a-good-virtual-community) ### 8. [Cloodot](https://www.g2.com/products/cloodot/reviews) Cloodot is a next-generation Conversational AI and Customer Engagement Automation platform that helps businesses deliver human-like, 24/7 communication across \*\*WhatsApp, Facebook, Instagram, and website chat\*\*. Unlike traditional chatbot tools, Cloodot introduces the concept of an \*\*AI Employee\*\* — a digital agent that doesn’t just reply but 'understands customer context, executes business actions, and follows up automatically' to ensure outcomes like lead conversion, booking, or support resolution. Cloodot combines global speed, reliability, and enterprise-grade security with the flexibility of a \*\*code execution environment\*\*, enabling deep customization for any business logic or vertical. Organizations across \*\*automotive, real estate, healthcare, electronics, retail, and hospitality\*\* use Cloodot to automate support and sales while keeping every interaction personal and context-aware. With \*\*Cloodot Chats\*\*, businesses can replace repetitive support tasks with intelligent, conversational experiences that truly understand customers. The AI engages naturally, retains context, and acts like a trained employee — creating faster responses, higher conversions, and consistent brand experience. \*\*Key capabilities include:\*\* \* AI-powered automation across major messaging channels \* Context-aware and sentiment-sensitive conversations \* Smart follow-ups that re-engage inactive customers \* Seamless integrations with CRMs, ERPs, and booking systems \* Multilingual, media-aware communication (voice, images, and documents) \* Detailed analytics for lead tracking and performance optimization With Cloodot, businesses can \*\*engage, support, and convert customers at scale — without expanding their support teams\*\*. Each interaction feels natural, relevant, and designed to drive measurable results. Headquartered in USA, with operations across the \*\*United States, India, the Middle East, and Europe\*\*, Cloodot empowers modern organizations to scale customer engagement intelligently. Cloodot — the AI Employee Platform that transforms customer conversations into business growth. **Average Rating:** 4.9/5.0 **Total Reviews:** 12 **How Do G2 Users Rate Cloodot?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10) **Who Is the Company Behind Cloodot?** - **Seller:** [Cloodot](https://www.g2.com/sellers/cloodot) - **Year Founded:** 2019 - **HQ Location:** Deleware, US - **Twitter:** @cloodot (56 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/cloodot-pvt-ltd/ (8 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Automotive - **Company Size:** 43% Enterprise, 36% Mid-Market #### What Are Recent G2 Reviews of Cloodot? **"[Providing timely resolutions have become easy.](https://www.g2.com/survey_responses/cloodot-review-4839759)"** **Rating:** 5.0/5.0 stars *— Nafih C.* [Read full review](https://www.g2.com/survey_responses/cloodot-review-4839759) --- **"[We got excellent customer satisfaction score with Cloodot!](https://www.g2.com/survey_responses/cloodot-review-7135054)"** **Rating:** 5.0/5.0 stars *— FAHAD S.* [Read full review](https://www.g2.com/survey_responses/cloodot-review-7135054) --- #### What Are G2 Users Discussing About Cloodot? - [What is Cloodot used for?](https://www.g2.com/discussions/what-is-cloodot-used-for) ### 9. [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% Mid-Market, 20% Small-Business #### What Are Ada's Pros and Cons? **Pros:** - Ease of Use (23 reviews) - Helpful (21 reviews) - Customer Support (17 reviews) - Features (17 reviews) - Easy Setup (13 reviews) **Cons:** - Usability Issues (10 reviews) - Integration Issues (9 reviews) - Missing Features (8 reviews) - Usage Limitations (8 reviews) - AI Limitations (7 reviews) ### What Do G2 Reviewers Say About Ada? *AI-generated summary from verified user reviews* **Pros:** - Users find Ada incredibly **easy to use** , appreciating its smooth setup and efficient handling of customer support tasks. - Users find Ada's **efficiency in customer support** invaluable, streamlining operations and reducing workload on teams. - Users appreciate the **always available support** from Ada, making it easy to integrate and streamline customer interactions. - Users appreciate Ada for its **ease of use and robust integrations** , making it a powerful tool for support teams. - Users love the **easy setup** of Ada, appreciating its smooth integration and user-friendly support throughout the process. **Cons:** - Users face **usability issues** with Ada, often feeling stuck in playbooks and struggling with the UI design. - Users confront **integration issues** with Ada that hinder data accuracy and complicate chat functionality across platforms. - Users are frustrated by **missing features** , limiting integration capabilities and customization options in Ada's implementation. - Users note significant **usage limitations** with Ada, particularly in dynamic workflows and multimedia integration in customer interactions. - Users find Ada's **limitations in dynamic workflows** and heavy setup process frustrating for building custom integrations. #### What Are Recent G2 Reviews of Ada? **"[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) --- **"[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) --- #### What Are G2 Users Discussing About Ada? - [Is Ada hard to learn?](https://www.g2.com/discussions/is-ada-hard-to-learn) - [Is Ada a programming language?](https://www.g2.com/discussions/is-ada-a-programming-language) - [Is Ada used today?](https://www.g2.com/discussions/is-ada-used-today) - [What is Ada used for?](https://www.g2.com/discussions/what-is-ada-used-for) - 1 comment ### 10. [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-Business, 4% Enterprise #### What Are Comments Analytics's Pros and Cons? **Pros:** - Accuracy (1 reviews) - Ease of Understanding (1 reviews) - Ease of Use (1 reviews) - Efficiency (1 reviews) - Efficiency Improvement (1 reviews) ### What Do G2 Reviewers Say About Comments Analytics? *AI-generated summary from verified user reviews* **Pros:** - Users value the **accuracy** of Comments Analytics, as it provides critical insights for improving products based on feedback. - Users value the **ease of understanding** in Comments Analytics, praising its user-friendly interface for smooth navigation. - Users value the **ease of use** of Comments Analytics, noting its user-friendly interface and smooth navigation for insights. - Users value the **efficiency** of Comments Analytics, praising its smooth navigation and user-friendly interface for insights analysis. - Users value the **efficient process** of Comments Analytics, enhancing their experience with smooth navigation and insights. #### 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) --- ### 11. [RingCX](https://www.g2.com/products/ringcx/reviews) RINGCX PRODUCT DESCRIPTION RingCX is an AI-first Contact Center as a Service (CCaaS) solution that delivers effortless customer experiences before, during, and after every interaction. Recognized with Metrigy's 2026 MetriStar Top Provider Award for CCaaS, RingCX enables businesses to manage human and AI agents, maximize team performance, and improve customer satisfaction from a single omnichannel platform. AGENTIC VOICE AI AND OMNICHANNEL SUPPORT Agentic Voice AI serves as the core of RingCX, delivering automation, real-time assistance, and insights across every interaction. The platform provides comprehensive omnichannel capabilities, supporting voice calls and over 20 digital channels natively. For total operational simplicity, all 20+ digital channels are included under a single license, letting businesses meet customers where they are without complex tier pricing or hidden channel add-on costs. AI-POWERED SELF-SERVICE AND AVA ASSISTANCE RingCX streamlines operations and drives down wait times with purpose-built AI support. The platform utilizes autonomous AI agents, including AI Receptionist (AIR) and AI Representative (AIR Pro), as well as an open ecosystem for IVAs like Cognigy and Omilia, to provide always-on 24/7 self service. For live interactions, the platform deploys AVA Agent Assist and AVA Supervisor Assist to deliver in-the-moment coaching, dynamic compliance guidelines, and instant conversation visibility, ensuring teams resolve complex inquiries efficiently. NATIVE WORKFORCE ENGAGEMENT MANAGEMENT WITH RINGWEM To continuously optimize customer service teams, the platform features RingWEM, a native AI-powered Workforce Engagement Management suite. This integrated toolkit encompasses automated quality management, advanced interaction analytics, and workforce management. By evaluating customer conversations across channels, RingWEM provides actionable operational insights into agent performance, customer sentiment, and operational efficiency. RAPID DEPLOYMENT AND NATIVE CRM INTEGRATIONS Built for rapid implementation, businesses can fully deploy a new RingCX contact center in just a few days. The solution provides industry-leading 99.999% availability to keep remote and hybrid agents reliably connected from anywhere. Competitively priced for mid-market deployments and easy to manage, RingCX integrates natively with the RingEX unified communications platform and major enterprise CRMs to offer an effortless single-pane-of-glass workspace. WHY CHOOSE RINGCX Modern support and sales organizations choose RingCX to eliminate the friction of fragmented legacy systems. By uniting Agentic Voice AI, autonomous tools like AIR, real-time guidance from AVA Agent Assist and AVA Supervisor Assist, built-in workforce optimization via RingWEM, and an all-inclusive omnichannel footprint into one simple deployment, RingCX delivers modern customer service infrastructure that is highly intelligent and exceptionally reliable. **Average Rating:** 4.5/5.0 **Total Reviews:** 60 **How Do G2 Users Rate RingCX?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10) **Who Is the Company Behind RingCX?** - **Seller:** [RingCentral](https://www.g2.com/sellers/ringcentral) - **Company Website:** https://www.ringcentral.com - **Year Founded:** 1999 - **HQ Location:** Belmont, CA - **Twitter:** @RingCentral (61,963 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/60868/ (6,726 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Insurance - **Company Size:** 45% Mid-Market, 45% Small-Business #### What Are RingCX's Pros and Cons? **Pros:** - Ease of Use (23 reviews) - Features (14 reviews) - Customer Support (9 reviews) - Easy Setup (9 reviews) - Easy Implementation (7 reviews) **Cons:** - Call Issues (7 reviews) - Call Functionality (5 reviews) - Limited Features (4 reviews) - Missing Features (4 reviews) - Poor Customer Support (4 reviews) ### What Do G2 Reviewers Say About RingCX? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of RingCX, enjoying its accessibility and functionality for daily operations. - Users appreciate the **ease of access and extensive features** of RingCX, enjoying constant improvements and helpful training resources. - Users value the **excellent customer support** of RingCX, noting its ease of use and reliable performance. - Users value the **fantastic initial setup** of RingCX, making it seamless to customize and implement for all needs. - Users value the **easy implementation** of RingCX, praising its quick deployment and user-friendly interface for all. **Cons:** - Users express frustration over **call issues** as they are required to use personal phones for work-related calls. - Users are frustrated with having to use their **personal phones for work calls** , complicating separation between work and personal life. - Users may find the **limited features** of RingCX restrict flexibility, especially for specific call-flow configurations. - Users note **missing features** in RingCX, especially in customization and advanced analytics, limiting functionality and flexibility. - Users experience **poor customer support** , often facing slow response times that hinder timely issue resolution. #### What Are Recent G2 Reviews of RingCX? **"[Revolutionized Our Customer Support with Smooth Integration](https://www.g2.com/survey_responses/ringcx-review-12983805)"** **Rating:** 5.0/5.0 stars *— Suhasu U.* [Read full review](https://www.g2.com/survey_responses/ringcx-review-12983805) --- **"[Simple, All-in-One Call Management That Saves Time](https://www.g2.com/survey_responses/ringcx-review-13053228)"** **Rating:** 4.5/5.0 stars *— Vikash M.* [Read full review](https://www.g2.com/survey_responses/ringcx-review-13053228) --- ### 12. [SaleSmartly](https://www.g2.com/products/salesmartly/reviews) SaleSmartly是一款客户高效聊天工具，旨在协助您高效管理客服聊天效率，促进业务高效率。SaleSmartly接入全球主流的社媒渠道，如Facebook、Instagram、WhatsApp、Line、Telegram、Email等，实现聊天自动化和智能化，提高员工效率和客户满意度。SaleSmartly还可以提供网页聊天插件，支持跨媒体和多账号聚合，让您的网站访客可以方便地与您沟通。SaleSmartly还可以帮助您进行自动化营销，通过智能机器人和个性化消息，提升您的销售转化率。SaleSmartly适合各行各业的企业使用，无论是电商、教育、旅游、金融还是其他领域，都可以通过SaleSmartly提升您的业务水平。 **Average Rating:** 4.4/5.0 **Total Reviews:** 9 **How Do G2 Users Rate SaleSmartly?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10) - **Visitor Activity:** 8.3/10 (Category avg: 8.4/10) - **Mentions:** 9.6/10 (Category avg: 8.5/10) - **Reporting:** 10.0/10 (Category avg: 8.4/10) **Who Is the Company Behind SaleSmartly?** - **Seller:** [SaleSmartly](https://www.g2.com/sellers/salesmartly) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Marketing and Advertising - **Company Size:** 50% Small-Business, 20% Mid-Market #### What Are SaleSmartly's Pros and Cons? **Pros:** - Ease of Use (3 reviews) - Helpful (3 reviews) - Automation Features (2 reviews) - Centralized Management (2 reviews) - Communication Ease (2 reviews) **Cons:** - Learning Curve (3 reviews) - Steep Learning Curve (3 reviews) - Automation Complexity (1 reviews) - Difficult Setup (1 reviews) - Time-Consuming (1 reviews) ### What Do G2 Reviewers Say About SaleSmartly? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of SaleSmartly, enjoying its intuitive layout and efficient communication centralization. - Users value the **effective communication simplification** of SaleSmartly, enhancing organization and response times across multiple platforms. - Users praise the **automation features** of SaleSmartly for streamlining lead management and enhancing communication efficiency. - Users value the **centralized management** of SaleSmartly for efficient tracking of communications across multiple platforms. - Users enjoy the **simplified communication** with SaleSmartly, centralizing messages and enhancing response times efficiently. **Cons:** - Users find the **learning curve steep** , requiring significant time and effort to fully grasp SaleSmartly's features. - Users find the **steep learning curve** of SaleSmartly challenging, requiring significant time and effort to understand its features. - Users find the **automation complexity** challenging, suggesting improved onboarding and tutorials to ease the learning curve. - Users find the **difficult setup** of SaleSmartly requires significant time investment to fully understand its features. - Users find the setup process for SaleSmartly **time-consuming** , suggesting improvements for a smoother onboarding experience. #### What Are Recent G2 Reviews of SaleSmartly? **"[All Channels in One Inbox with Smooth Automation and Helpful Support](https://www.g2.com/survey_responses/salesmartly-review-12831708)"** **Rating:** 4.5/5.0 stars *— vidur a.* [Read full review](https://www.g2.com/survey_responses/salesmartly-review-12831708) --- **"[Organizes, automates and prevents lost leads](https://www.g2.com/survey_responses/salesmartly-review-12205569)"** **Rating:** 5.0/5.0 stars *— Vitória S.* [Read full review](https://www.g2.com/survey_responses/salesmartly-review-12205569) --- ### 13. [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-Business #### 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) --- #### What Are G2 Users Discussing About MyAlice? - [What is MyAlice used for?](https://www.g2.com/discussions/what-is-myalice-used-for) ### 14. [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-Business, 10% Mid-Market #### 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) --- #### What Are G2 Users Discussing About YesHello? - [What is YesHello used for?](https://www.g2.com/discussions/what-is-yeshello-used-for) ### 15. [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% Mid-Market, 11% Small-Business #### What Are Aritic Desk's Pros and Cons? **Pros:** - Case Management (1 reviews) - Communication Ease (1 reviews) - Customer Interaction (1 reviews) - Customer Support (1 reviews) - Ease of Use (1 reviews) **Cons:** - Difficult Customization (1 reviews) - Difficult Reporting (1 reviews) - Expertise Required (1 reviews) - Integration Issues (1 reviews) - Lack of Insights (1 reviews) ### What Do G2 Reviewers Say About Aritic Desk? *AI-generated summary from verified user reviews* **Pros:** - Users value the **effective case management** of Aritic Desk, allowing for organized tracking of customer tickets. - Users find **communication with customers easy** , efficiently addressing issues and responding to reviews. - Users find that **customer interaction** becomes easy, facilitating efficient communication and prompt responses to customer reviews. - Users appreciate the **effective customer support** of Aritic Desk, enhancing communication and responsiveness to customer feedback. - Users appreciate the **ease of use** of Aritic Desk, facilitating efficient management of customer support tickets. **Cons:** - Users find the **difficult customization** of Aritic Desk time-consuming, hindering the creation of detailed reports effectively. - Users find **difficult reporting** in Aritic Desk hinders their ability to generate detailed customer support performance insights efficiently. - Users find that **expertise is required** to integrate Aritic Desk effectively with their existing systems. - Users struggle with **integration issues** , finding it challenging to connect Aritic Desk to their existing websites. - Users find the **lack of insights** in Aritic Desk hampers efficient reporting and performance evaluation. #### 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) --- #### What Are G2 Users Discussing About Aritic Desk? - [What is Aritic Desk used for?](https://www.g2.com/discussions/what-is-aritic-desk-used-for) ### 16. [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% Mid-Market, 43% Small-Business #### What Are intalk.io's Pros and Cons? **Pros:** - Customer Support (2 reviews) - Ease of Use (2 reviews) - Easy Integrations (2 reviews) - Features (2 reviews) - Integrations (2 reviews) **Cons:** - Poor Interface Design (2 reviews) - Poor UI Design (2 reviews) - Bugs (1 reviews) - Integration Issues (1 reviews) - Navigation Difficulty (1 reviews) ### What Do G2 Reviewers Say About intalk.io? *AI-generated summary from verified user reviews* **Pros:** - Users value the **exceptional customer support** of intalk.io, available 24/7 to assist with integration and usage. - Users find the **ease of use** of intalk.io's lightweight UI and seamless integrations highly beneficial. - Users highlight the **easy integrations** with various platforms, simplifying the setup and enhancing productivity significantly. - Users are impressed by the **extensive features and integrations** of intalk.io, enhancing usability and flexibility. - Users value the **seamless integrations** of intalk.io, enhancing productivity and ease of implementation with various platforms. **Cons:** - Users find the **poor interface design** of intalk.io unattractive and cluttered with unnecessary integrations and errors. - Users find the **poor UI design** of intalk.io unappealing and cluttered, affecting their overall experience. - Users report frequent **bugs** , including UI issues and unnecessary integrations that hinder usability and functionality. - Users often face **integration issues** with intalk.io, leading to a confusing experience and frequent errors. - Users find the **navigation difficult** due to unnecessary integrations and a weak user interface. #### 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) --- ### 17. [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% Mid-Market, 33% Small-Business #### What Are Recent G2 Reviews of NobelBiz OMNI+? **"[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) --- **"[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) --- #### What Are G2 Users Discussing About NobelBiz OMNI+? - [What is NobelBiz OMNI+ used for?](https://www.g2.com/discussions/what-is-nobelbiz-omni-used-for) - 1 comment ### 18. [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% Enterprise, 50% Small-Business #### 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) --- ### 19. [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-Business, 25% Mid-Market #### What Are Awario's Pros and Cons? **Pros:** - Ease of Use (6 reviews) - Helpful (5 reviews) - Features (4 reviews) - Customer Support (3 reviews) - User Interface (3 reviews) **Cons:** - Insufficient Information (2 reviews) - Lack of Insights (2 reviews) - Account Management (1 reviews) - Data Inaccuracy (1 reviews) - Expensive (1 reviews) ### What Do G2 Reviewers Say About Awario? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Awario, enjoying its straightforward interface and helpful features for social listening. - Users find Awario's **helpful features** invaluable for social listening and managing brand reputation effectively. - Users highlight Awario's **affordable pricing and excellent customer support** , making it a top choice for social listening. - Users praise Awario's **outstanding customer support** , highlighting fast, effective responses and proactive assistance from the team. - Users appreciate Awario's **simple and intuitive user interface** , making social listening easy and accessible for all. **Cons:** - Users report **insufficient information** from Awario, limiting the depth and precision of data analysis for advanced needs. - Users note a **lack of insights** in Awario, impacting the depth and precision of their analysis. - Users find the **account management process frustrating** , especially regarding cancellations and unexpected charges. - Users notice **data inaccuracy issues** with Awario, impacting the quality and depth of their analysis. - Users find Awario **expensive and frustrating** due to automatic renewals and difficulty in cancellation without refunds. #### What Are Recent G2 Reviews of Awario? **"[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) --- **"[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) --- #### What Are G2 Users Discussing About Awario? - [What is Awario used for?](https://www.g2.com/discussions/what-is-awario-used-for) - [How do I scan on social media?](https://www.g2.com/discussions/how-do-i-scan-on-social-media) - [What is the best social listening tool?](https://www.g2.com/discussions/what-is-the-best-social-listening-tool) - [How do I use Awario?](https://www.g2.com/discussions/how-do-i-use-awario) - 1 comment ### 20. [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-Business, 15% Mid-Market #### What Are Recent G2 Reviews of Channel Talk? **"[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) --- **"[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) --- ### 21. [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% Enterprise, 17% Mid-Market #### 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) --- ### 22. [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% Mid-Market, 23% Small-Business #### What Are Puzzel CX Platform's Pros and Cons? **Pros:** - Ease of Use (63 reviews) - Helpful (47 reviews) - Customer Support (46 reviews) - Efficiency (35 reviews) - User Interface (27 reviews) **Cons:** - Missing Features (14 reviews) - Limited Customization (13 reviews) - Complexity (9 reviews) - Learning Curve (9 reviews) - Poor Reporting (8 reviews) ### What Do G2 Reviewers Say About Puzzel CX Platform? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** of the Puzzel CX Platform, appreciating its simple interface and user-friendly design. - Users appreciate the **reliable and flexible contact centre solution** of Puzzel CX Platform, enhancing operational effectiveness and oversight. - Users commend the **exceptional customer support** from Puzzel, highlighting quick responses and valuable guidance throughout their experience. - Users highlight the **efficiency** of the Puzzel CX Platform, enabling effective management of complex call flows and operations. - Users value the **intuitive user interface** of Puzzel CX Platform, facilitating daily operations without overwhelming frontline staff. **Cons:** - Users note the **limited features** of Puzzel CX Platform, particularly in data insights and customization options. - Users note **limited customization** options within Puzzel CX, affecting reporting and overall functionality of the platform. - Users find the **complexity** of Puzzel CX Platform's setup and reporting features to be a significant challenge. - Users face a notable **learning curve** with the Puzzel CX Platform, making initial setups and feature mastery challenging. - Users experience **poor reporting** capabilities with Puzzel, needing manual work for comprehensive reports across multiple tools. #### What Are Recent G2 Reviews of Puzzel CX Platform? **"[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) --- **"[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) --- ### 23. [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-Business, 26% Mid-Market #### 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) --- ### 24. [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-Business #### 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) --- #### What Are G2 Users Discussing About ZOKO? - [What is ZOKO used for?](https://www.g2.com/discussions/what-is-zoko-used-for) ### 25. [Chaport](https://www.g2.com/products/chaport/reviews) Chaport is an all-in-one messaging platform that provides a multi-channel live chat, chatbots, a knowledge base, and more. It helps businesses grow and thrive by providing them an easy way to engage with website visitors, get more qualified leads, boost sales, and improve customer service. Today Chaport is used by more than 30,000 teams all over the world. Why Chaport? Chaport offers you a set of powerful features to help you convert website visitors into loyal customers. Yet, it remains user-friendly and makes communication with customers as easy and enjoyable as chatting with friends. The installation process is simple and takes no more than 5 minutes. Just add a chat widget to your website and start answering your customers' questions. If you also need a chatbot, you can create it in minutes, thanks to Chaport's WYSIWYG chatbot builder. Key features: – Live chat: Talk to your customers in real time. – Chatbots: Let chatbots answer common questions and qualify leads. Offer instant help 24/7, even when your team is offline. – Knowledge base + FAQ bot: Provide your customers with a knowledge base and activate an FAQ bot to automatically suggest articles in the chat widget. – Integrations with Facebook, Viber, Telegram, etc.: Answer questions from all channels in one place. – Auto-invitations: Initiate more chats with your website visitors. – Saved replies: Prepare answer templates to frequently asked questions, answer in a few clicks, and save your time. – Typing insights: Read messages even before they are sent and answer faster. – Web-, desktop, and mobile apps: Chat with customers wherever you are. – Zapier & API: Integrate Chaport with your website more closely or connect it to third-party apps. – And much more... Sign up today and increase your sales! Free trial available. **Average Rating:** 4.8/5.0 **Total Reviews:** 22 **How Do G2 Users Rate Chaport?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10) - **Visitor Activity:** 10.0/10 (Category avg: 8.4/10) - **Mentions:** 10.0/10 (Category avg: 8.5/10) - **Reporting:** 10.0/10 (Category avg: 8.4/10) **Who Is the Company Behind Chaport?** - **Seller:** [Chaport](https://www.g2.com/sellers/chaport) - **Year Founded:** 2014 - **HQ Location:** Alhambra, USA - **Twitter:** @ChaportLiveChat (55 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/chaport/about (4 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 83% Small-Business, 13% Mid-Market #### What Are Recent G2 Reviews of Chaport? **"[Easy to Use, Affordable, and Great Value with 4 Operators Included](https://www.g2.com/survey_responses/chaport-review-13060559)"** **Rating:** 5.0/5.0 stars *— Verified User in Wholesale* [Read full review](https://www.g2.com/survey_responses/chaport-review-13060559) --- **"[Best WordPress Chat Plugin—Helpful Visitor Chat Support](https://www.g2.com/survey_responses/chaport-review-12520803)"** **Rating:** 5.0/5.0 stars *— Joseph G.* [Read full review](https://www.g2.com/survey_responses/chaport-review-12520803) --- #### What Are G2 Users Discussing About Chaport? - [What is Chaport used for?](https://www.g2.com/discussions/what-is-chaport-used-for) ## What Is Social Customer Service Software? [Customer Service Software](https://www.g2.com/categories/customer-service) ## What Software Categories Are Similar to Social Customer Service Software? - [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) - [Help Desk Software](https://www.g2.com/categories/help-desk) - [Live Chat Software](https://www.g2.com/categories/live-chat) --- ## 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.