What I’ve found genuinely helpful on the social side is being able to route comments, DMs, and mentions that need a proper reply into the same system the support team already uses. That keeps messages from sitting unanswered in a separate inbox nearly as often, and it makes follow-up feel a lot more consistent. I can also track the volume and basic handling times for social contacts, which gives me cleaner, more reliable numbers when I’m putting together the weekly social updates. Review collected by and hosted on G2.com.

Some of the reporting views take more clicks than they should when I’m simply trying to check social channel activity. Overall, the interface feels like it was designed more for agents and supervisors than for marketing insights, so I still find myself exporting data fairly often to get what I need. Also, on a couple of occasions, social interactions took longer than I expected to appear in the queue, which slowed things down. Review collected by and hosted on G2.com.