I use Hootsuite to manage customer messages and respond to inquiries on Facebook and Instagram. I like how it brings Facebook and Instagram together and helps me handle a large number of messages efficiently, allowing me to sort them from first to last or vice versa. I appreciate features like tags, topics, reports, and the option to plan posts. The initial setup was really easy and didn't require IT support. Review collected by and hosted on G2.com.

One area that could be improved is managing a high volume of customer conversations. When many messages come in at the same time, it can sometimes be difficult to quickly identify, organize, and prioritize conversations that require immediate attention. The platform could also provide more flexible pricing options for different team sizes and clearer tools for measuring the direct ROI of social media customer service activities. In addition, the AI capabilities could be more advanced for customer service, particularly for conversation categorization, prioritization, summarization, and suggested responses. These improvements would help teams manage conversations more efficiently and demonstrate the value of their social media support operations. Review collected by and hosted on G2.com.