It’s common to fear customer service interactions. It may be a frustrating affair, with lengthy wait periods and ignored emails. Customers often email the help desk or contact a toll-free support number and wait for a response. However, social media keeps improving the standard customer service encounter with social media customer service software. As more consumers use social media for customer support, a wealth of insightful data about the customer experience is generated.
Indeed, 62% of company executives utilize social media to guide their customer service approach, according to the State of Social Media survey. Brands must find a means to handle the increasing number of customer service requests in posts, comments, and direct messages (DMs) while still delivering an excellent experience. Enter social media tools for customer service.
Top Social Media Customer Service Software
1. Sprout Social
Sprout Social customer care is a one-stop social media customer service software that gives your marketing, sales, and customer service teams a single platform to manage connections, communication, and customer support. You can expand your care efforts at scale, provide individualized experiences, and surpass customer expectations with Social Customer Care by Sprout.
Assign cases from team queues using their case management system by agent capacity and availability. Agents can determine who is reacting to what, and when cases are allocated to specific team members, it helps your team become more efficient and prevents duplication of effort.
Additionally, you can utilize Sprout’s Enhance by AI Assist to use AI-powered response upgrades to provide the customized experience that customers want. AI Assist may help you see ideas to get you started and make changes as necessary, saving you the trouble of coming up with a response every time.
Features:
- Social Media Monitoring.
- Social Media Integration.
- Negative Feedback Management.
- Dashboard.
- Data Visualization.
- Editorial Calendar.
- Performance Metrics.
- Response Management.
- Task Management.
- Competitive Analysis and many more.
Price:
- Standard: $249/user/month.
- Professional: $399/user/month.
- Advanced: $499/user/month.
2. LiveAgent
LiveAgent is a powerful help desk solution known for its user-friendly interface, making it easy for businesses to streamline and personalize customer support experiences. It enables companies to manage all aspects of customer care—such as client information, communication history, and support tickets—from a single, centralized dashboard.
This unified approach helps improve efficiency, reduce response times, and ensure consistent service across all channels. LiveAgent also supports a wide range of third-party integrations, including tools like PipeDrive for sales pipeline management and Nicereply for gathering customer feedback.
Moreover, it offers compatibility with eleven social media platforms, allowing businesses to monitor and respond to messages, comments, and inquiries without switching between apps. This comprehensive functionality makes LiveAgent a flexible and scalable solution for businesses of all sizes looking to enhance customer engagement and build stronger, more responsive support systems. It’s among the prominent social media customer service software.
Features:
- Customer Experience Management.
- Issue Tracking.
- Data Import/Export.
- Customer Complaint Tracking.
- Geotargeting.
- Customer Communication.
- Corrective and Preventive Actions (CAPA).
- Routing.
- File Transfer.
- Transfers/Routing and many more.
Price:
- Small: $19/user/month.
- Medium: $35/user/month.
- Large: $69/user/month.
- Enterprise: $85/user/month.
3. Freshdesk
Freshdesk is one of the best social media customer service software designed to help businesses efficiently manage social media support. It offers a unified workspace that brings together customer interactions from various social media platforms—such as Facebook, Twitter, and Instagram—into one convenient dashboard. This enables support agents to handle all communications in one place, streamlining workflow and improving response times.
The platform allows for personalized ticketing processes and uses automated ticket assignment to route customer inquiries to the most suitable agent, ensuring faster and more accurate resolutions. Freshdesk also offers built-in analytics tools that provide metrics to evaluate social media performance, including response times, ticket volume, and customer satisfaction.
However, some users have noted limitations in its reporting capabilities. While the data is available, extracting meaningful insights often requires extensive manual processing, which can be time-consuming. Despite this, Freshdesk remains a popular choice for companies looking to enhance their social media customer service efforts.
Features:
- Decision Support.
- Activity Dashboard.
- Customer History.
- Customer Experience Management.
- Social Media Monitoring.
- Recurring Issues.
- Real-Time Updates.
- IVR.
- Multi-Channel Data Collection.
- Case Management and many more.
Price:
- Free version available.
- Growth: $15/month.
- Pro: $49/month.
- Enterprise: $79/month.
4. Hootsuite
Hootsuite is a social media management software that gives companies access to customer support solutions. Businesses can manage many social media platforms from a single dashboard thanks to its unified workspace. Also, Hootsuite includes interfaces with a number of technologies, allowing companies to link their marketing tools, CRM systems, and other crucial applications.
Businesses may schedule postings, create automated answers to frequently asked questions, and automatically assign messages to certain team members, thanks to the platform’s automation tools. Companies may collect performance indicators to assess how well their customer service tactics are working.
Features:
- Calendar/Reminder System.
- Real-Time Analytics.
- Real-Time Editing.
- Real-Time Comparisons.
- Publish Scheduling.
- Progress Tracking.
- Predictive Analytics.
- Pre-Approved Content Library.
- Multi-Channel Communication.
- Media Library and many more.
Price:
- Professional: $99/month.
- Team: $249/month.
5. eDesk
This social media customer service software offers customer support software for companies looking for a social media customer care platform. With indicators like response times, resolution rates, and customer feedback, its reports provide a comprehensive picture of a business’s social media interactions.
The program consolidates communications from many email, marketplace, and customer support channels into a single interface. Regardless of where a consumer comes from, this aggregation lets firms handle and respond to their questions. Additionally, companies may prioritize questions according to urgency and send them to the appropriate agent using eDesk’s automation tools.
Features:
- Multi-Channel Communication.
- Multi-Channel Marketing.
- Interaction Tracking.
- Performance Metrics.
- Email Management.
- Real-Time Chat.
- Reporting/Analytics.
- Social Media Integration.
- Queue Management.
- Order Management and many more.
Price:
- Free plan available.
- Shopify Entrepreneur: $39/month.
- Team: $69/month.
- Performance+: $179/month.
6. Zoho Desk
Zoho Desk is a comprehensive customer support platform designed to enhance agent productivity and deliver consistent, long-lasting customer experiences. By streamlining support operations, it enables businesses to manage service requests across multiple communication channels, including email, chat, phone, and social media, all from a single interface.
This omnichannel approach ensures that customer concerns are addressed promptly and effectively, regardless of how they reach out. One of Zoho Desk’s standout features is its AI-powered assistant, which helps agents analyze past interactions and gradually build a dynamic knowledge base of frequently asked questions and solutions.
This not only speeds up response times but also empowers customers to find answers on their own. In addition, Zoho Desk integrates seamlessly with Zoho CRM, allowing agents to access client histories and preferences for more personalized service. It also supports popular social media tools, making it easier to manage customer interactions and feedback from various platforms. That’s one of the efficient social media customer service software.
Features:
- Customer Engagement.
- Dashboard.
- Issue Scheduling.
- Communication Management.
- Knowledge Management.
- Lead Management.
- Monitoring.
- Chat/Messaging.
- Catalog Management.
- Multi-Language and many more.
Price:
- Free plan available.
- Express: $7/month.
- Standard: $14/month.
- Professional: $33/month.
Read More: 9 Ways To Enhance Social Media Customer Service
7. Front
Front, a platform for customer operations, helps companies that want to provide customer support on social media. From response times and resolution rates to team performance measures, it provides organizations with comprehensive statistics that illuminate different aspects of their client interactions.
Front provides an omnichannel inbox that connects to several communication channels in addition to reporting. Furthermore, it has automation capabilities to aid with repetitive activities, response suggestions, and message prioritization based on context or urgency.
Features:
- Campaign Analytics.
- Canned Responses.
- Contact Database.
- Customer Management.
- Customer Segmentation.
- Customizable Forms.
- Email Marketing.
- Email Reminders.
- Engagement Tracking.
- Meeting Management and many more.
Price:
- Starter: $29/user/month.
- Growth: $59/user/month.
- Scale: $99/user/month.
- Premiere: $229/user/month.
8. Hiver
Hiver is one of the best social media customer service software designed to boost the productivity and efficiency of support teams by integrating directly with Gmail, making it an ideal solution for businesses using Google Workspaces. With Hiver, teams can manage shared inboxes—such as support@ or info@—without needing to leave the familiar Gmail interface.
This seamless integration helps reduce context switching and makes collaboration more intuitive. Hiver also offers features like automated rules, email assignments, and color-coded tags, which allow agents to categorize, prioritize, and respond to customer inquiries more efficiently. These tools help ensure that important messages are addressed promptly and nothing slips through the cracks.
Moreover, Hiver supports internal notes and collision alerts to improve team coordination. However, it’s worth noting that Hiver’s multichannel capabilities are limited, as it currently only supports WhatsApp for external messaging beyond email. Despite this, it remains a solid option for email-centric customer service operations.
Features:
- Real-Time Editing.
- Issue Tracking.
- Real-Time Notifications.
- Real-Time Updates.
- Remote Support.
- Event-Triggered Actions.
- Reporting & Statistics.
- Email Management.
- Reporting/Analytics.
- Routing and many more.
Price:
- Lite: $19/user/month.
- Growth: $29/user/month.
- Pro: $49/user/month.
9. Gladly
Gladly is a customer support platform that offers software for social media customer support. It has AI-powered bots that can answer basic questions, assisting users with common problems and offering prompt solutions. Also, complicated requests might be escalated to human agents by these bots.
Furthermore, Gladly provides a single workspace for companies to give unified customer service. Gladly consolidates consumer interactions into a single interface by connecting with social media sites. The platform makes it easier to create automated processes, such as automatically routing certain requests according to their urgency or type or initiating follow-up activities after a chat. That’s among the most popular social media customer service software.
Features:
- Real-Time Chat.
- Progressive Dialer.
- Proactive Chat.
- Predictive Dialer.
- Sentiment Analysis.
- Multi-Channel Communication.
- IVR.
- Issue Tracking.
- Issue Management.
- Interaction Tracking and many more.
Price:
- Hero: $180/month.
- Superhero: $210/month.
What Makes Social Media Customer Support Software Necessary?
The direct response? As it’s what everyone else is doing. Brands cannot afford to have a lower response rate to consumer inquiries in a highly competitive market. Social media customer service software focused on customer service enables you to respond to audience concerns and social media interactions.
You may consolidate interactions across channels and employ automated processes. Having the appropriate tools on hand makes handling consumer complaints much simpler. Before taking further action, complaints about delays or flaws might be addressed with a response and/or an apology. Following updates from the designated team, the consumer may obtain information.
More than ever, customers detest having to wait a long time for troubleshooting calls. Seeing several comments complaining about poor customer service is the biggest turnoff for prospective consumers. Even worse is learning that none of those evaluations have received a response from your brand.
FAQ
Q: What impact does social media have on customer support?
A: For instance, a consumer who is having problems with a product may tweet the brand and get a quick response. This exchange improves the customer’s opinion of the brand while swiftly resolving the issue. Because social media interactions are often visible to the public, they are effective instruments for developing brands.
Q: How does software for customer service operate?
A: It’s challenging to manage a high amount of consumer issues and questions. Customer service software improves customer happiness by assisting agents in tracking interactions, managing and resolving client complaints, and ensuring prompt answers.
Q: Why is social media customer service advantageous?
A: The obvious rise in brand recognition is one of the main advantages of adopting social media as a customer service tool. Influencers are often used by social media networks to advertise both new and established firms and encourage more people to utilize their goods and services.
