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 9 Social Media Customer Service Software
- Zendesk - Easy switch between public and private queries
- SproutSocial - Best for collaboration
- LiveAgent - Supports 11 social media channels
- Hootsuite - Integration with 200+ business apps
- Freshdesk - Great customization
- Zoho Desk - For large volume client interactions
- Zonka Feedback - Numerous features and customization options
- Happy Fox - Versatile
- 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
- 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.
2. SproutSocial
- 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.
3. LiveAgent
- 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. Taking into considerations all the functions mentioned above, you can be sure that LiveAgent will deliver premium customer support service and you will forget about spending all day tinkering with the tools.
4. Hootsuite
- 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. What's more, the platform prioritizes data security and compliance with industry standards, providing features like two-factor authentication and role-based access controls to safeguard user accounts.
5. Freshdesk
- 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. Besides, it can come in handy if you want to connect Facebook Leads to Klaviyo.
6. Zoho Desk
- 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.
7. Zonka Feedback
- Easy to use
- Consistent online help
- Feature to embedded the question in any email template
- Not many device logins possible
- Lesser control on response submission on survey
Verdict: Zonka Feedback is a social media customer service software designed to help businesses provide support to their customers on various social networks. Gain valuable insights into your social media customer service performance with detailed reports and analytics on response times, volumes, sentiment, and more.
Zonka Feedback integrates with major business tools like Slack, Zendesk, Salesforce, and the best video review software to streamline support workflows. Zonka Feedback helps companies gain a competitive advantage by delivering outstanding social media customer experiences in an efficient, scalable manner. With this software, you can build brand loyalty, gain customer insights, and turn social media conversations into business opportunities.
8. Happy Fox
- Can perform bulk actions
- Supports bulk responses
- Incorporates ticketing options
- Multiple automatic features
- Complicated reporting
Verdict: HappyFox resembles Sensible social media customer service platform with a variety of 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. If you want more advanced features and precise control over several social media accounts, you can try SocialBee.
9. Front
- 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 most popular products on the ContentStudio website. It has 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. However, if the variety of provided features isn’t sufficient for you, have a look at Jivochat.
