8 Best Social Media Customer Service Software

8 Best Social Media Customer Service Software

Social media customer support lets businesses interact with consumers using social media outlets. With the help of these products, you can collect mentions on various social media networks like Twitter and Facebook. You can also generate tickets for customer support representatives and deliver timely assistance.

Top 8 Social Media Customer Service Software

  1. Zendesk - Easy switch between public and private queries
  2. SproutSocial - Best for collaboration
  3. LiveAgent - Supports 11 social media channels
  4. Hootsuite - Integration with 200+ business apps
  5. Freshdesk - Great customization
  6. Zoho Desk - For large volume client interactions
  7. Happy Fox - Versatile
  8. Front - Accessible email software

To compare different social media customer service software, I took into consideration whether a particular product can collect customer inquiries from various social media networks, handle ticketing and generate a special platform for sale reps to directly answer reviews on social media networks.

1. Zendesk - Our Choice

Easy switch between public and private queries
  • Tunable ticket monitoring
  • Automated workflow
  • Supports multiple channels
  • Compatible with mobile devices
  • More than 100 integrations
  • None found

Verdict: Zendesk is a perfect online customer service system as it is compatible with various social media channels, including Twitter and Facebook. It is a user-friendly platform that can convert dialogues on social media networks into tickets, allowing customer support reps to resolve issues more effectively.

Zendesk surpasses the competitors in its ability to transfer social media conversations to private dialogues with consumers ensuring effective support and conversations without public broadcast.

This ensures that the entire process is optimized, and all conversations and data are collected in one place, so agents can provide personalized services to customers, which is a key thing when it comes to the online customer service system.

zendesk social media customer service software interface

2. SproutSocial

Best for collaboration
  • Social media scheduling
  • Provides in-depth analytics
  • Handy mobile application
  • A great system of ticket appointing
  • Offer integration with only two applications

Verdict: Many users consider SproutSocial as the best social media customer service software as it is a universal social management option. It features one of the most effective tools to interact with managers and appoint team members with various tasks to make sure every issue is resolved.

SproutSocial offers integration with such social media platforms as Facebook, Linkedln, Twitter, Google+, etc. This tool provides a single board for managing customer support, relationships, and communications easily.

Besides, SproutSocial is compatible with third-party platforms making it possible to turn a single tweet into a help desk ticket for appointing it to one of the team members in just a few steps.

sproutsocial media customer service software interface

3. LiveAgent

Supports 11 social media channels
  • Reasonably priced 
  • User-friendly interface 
  • Appoints tickets automatically
  • Quick notifications
  • Excellent UX design for novice agents
  • The iPhone app could be better

Verdict: Considered as one of the most powerful ticketing software, LiveAgent is also a reliable social media contact center that is compatible with a great variety of social media networks, including Facebook, Twitter, Slack, and many others. So, you only need to use LiveAgnet’s unified interface to answer comments, wall posts or mentions received on social media networks.

The software features extensive functionality and great customization providing you with an opportunity to promote and personalize your company. LiveAgent offers a great variety of handy and automatized features, including rules tags, and more the fifty integrations.

Taking into considerations all the functions mentioned above, you can be sure that LiveAgent will deliver premium customer support service.

liveagent social media customer service software interface

4. Hootsuite

Integration with 200+ business apps
  • Capable of scheduling posts
  • Allows configuring automated rules and keywords
  • Simple to use
  • In-depth reports
  • Inconvenient layout

Verdict: The functionality of Hootsuite allows appointing messages and tagging posts automatically to make sure that the right person will see them and respond. By setting automated rules and keywords, you resolve various issues speedier and in a more convenient way.

Hootsuite is so special because it not only creates one place for monitoring various social media platforms but also allows scheduling content and getting insights into content performance. It also lets you generate branded and consistent marketing campaigns.

The software allows you to organize your needs conveniently and fast. You may achieve more coordinated work by resorting to efficient project management software.

hootsuite social media customer service software interface

5. Freshdesk

Great customization
  • AI ticket-generation system 
  • Professional tech support
  • Handy mobile application
  • Great email-automation with SLA policies
  • Can synchronize with numerous channels
  • Reporting feature should be improved

Verdict: Freshdesk is compatible with Twitter and Facebook so you can respond to comments directly from this online customer service system. It allows appointing tickets to managers automatically. In such a way you can assign a ticket to a particular team member, who is experienced enough for handling this issue.

Another great feature is that it allows generating a customized Twitter stream. By doing so, you can manage tweets that aren’t fully related to your company but only mention your brand. You can also learn about competitive teams.

Freshdesk uses an AI-powered Social Signals option for reading each tweet that features a mention of your company. It also serves for handling and automatic recognition of relevant tweets on its integrated machine-learning algorithm.

freshdesk social media customer service software interface

6. Zoho Desk

For large volume client interactions
  • Handy auto conversion 
  • Numerous features 
  • Bulk options
  • AI-based functionality
  • Limited free support

Verdict: Zoho Desk is thought of as the best social media customer service software as it uses specific keywords for converting posts or messages into tickets that should be processed by customer support reps.

This feature is great as it saves the agents’ time and turns their attention to those inquiries that require an immediate response. Besides, Zoho Desk is capable of setting filters, performing bulk actions, etc.

You can also view your followers’ profiles and include their contacts in your database. Zoho Desk also incorporates the Zia AI feature that servers for tagging tickets, and notifying reps about some weird activity. Moreover, it is great for training to handle specific actions necessary for your business.

zoho desk social media customer service software interface

7. Happy Fox

  • Can perform bulk actions
  • Supports bulk responses 
  • Incorporates ticketing options
  • Multiple automatic features
  • Complicated reporting

Verdict: HappyFox is one of the most popular cloud-based customer support platforms that has many powerful features for managing tickets and tasks. The efficiency of work is boosted due to automatic features – canned answers, bulk actions, work scheduling, ticket sampling, and more.

One of the greatest advantages of HappyFox is that it works with Facebook and Twitter. The software can convert posts and messages received on Facebook into tickets. Besides, the answers to the inquiries are generated automatically as Facebook messages to your clients.

As for Twitter, HappyFox allows monitoring company mentions, converting tweets and messages into tickets that should be processed by one of the members of the support team.

happy-fox-social media customer service software interface

8. Front

Accessible email software
  • Response samples
  • Real-time notifications
  • Detailed analytics and tools for creating reports
  • Comes with an excellent phone app
  • Limited features & no integration for starter subscriptions

Verdict: Front is one of the best social media customer service software that offers many advantages including a user-friendly interface, excellent phone app, and simple operation. Many users consider its template functionality as the greatest plus of this tool.

The response samples can be stored, modified, and are quick to access, meaning that you can assist customers on a professional level without any delays.

The service can brag about the excellent internal messaging system for interacting with colleagues. This feature is great for speeding up the workflow and enables you to view customer personal info directly in your inbox.

Other advantages of the software are search functionality, and visually pleasant UI that aids readability. Shopify, HubSpot, and 4,000+ other support teams prefer Front for serving their clients as the software not only increases productivity but also guarantees customer satisfaction.

front social media customer service software interface