All of us dread coping with customer support. From lengthy maintain occasions to unanswered emails, it will possibly create an disagreeable expertise. Historically, clients name a toll-free assist quantity or ship an electronic mail to the assistance desk. Now there’s a 3rd choice: social media.

Extra clients are turning to social media for his or her customer support, which creates a goldmine of worthwhile insights into their actions. The truth is, 62% of enterprise leaders use social media to tell their customer support technique.

With the rise of buyer care requests in DMs, feedback and posts, manufacturers want a solution to handle all of them whereas offering a stellar expertise. Enter: customer service social media tools. These options streamline managing buyer requests from social with clever workflows, common inboxes and AI-powered help. These allow manufacturers to ship higher buyer assist and a optimistic expertise by optimizing assist groups’ workflows to allow them to have interaction with clients sooner and extra effectively.

On this listing, we’re breaking down 5 top-notch social media customer support options that will help you discover the suitable device for delivering buyer assist throughout networks.

What are customer support social media instruments?

Customer support social media instruments allow scalable buyer assist on social media channels to trace and resolve inquiries manufacturers obtain via feedback, mentions and DMs.

From modern workflows simplification to superior integrations, social media customer service solutions assist manufacturers construct stronger buyer relationships and drive enterprise progress. It enhances the shopper expertise whereas serving to care groups lighten their load so you may concentrate on what issues most: buyer interactions. Right here’s how:

  • Help clients in actual time. Pace is essential to efficient customer support. Instruments, like chatbots, intuitively tackle buyer queries rapidly and simply. Options like triggers, automated responses and customized guidelines cut back handbook, repetitive duties and allow sooner response occasions, resulting in improved buyer satisfaction.
  • Observe related model conversations. Managing your popularity begins with individuals speaking about your model on-line. Social listening allows manufacturers to trace model mentions (direct and oblique) to proactively tackle points earlier than they come up and conduct sentiment analysis to offer you a deeper understanding of buyer perceptions, inform product improvement and enhance the way you ship customer support.
  • Perceive your clients. Get real-time insights into your buyer demographics and their attitudes towards your services or products. Analyzing suggestions and steadily requested questions helps you determine widespread buyer ache factors and areas for enchancment. These insights inform your product improvement roadmap and learn how to enhance customer support efforts.
  • Meet your clients the place they’re. Social media customer support instruments create a two-way dialogue between you and clients. Interacting on social helps you construct significant relationships together with your clients, making them really feel heard and appreciated. Because of this, your clients have a extra optimistic model expertise.

Some customer support social media instruments combine with fashionable CRM programs to seamlessly synchronize buyer knowledge and interactions throughout channels. This holistic view of buyer knowledge empowers advertising, gross sales and assist groups to offer an omnichannel expertise and pull deeper insights that inform your complete buyer journey.

Usually, a buyer assist crew manages the device. Most instruments join with the most important social networks and assist collaboration to to assist brokers successfully manage, delegate and reply to requests in a single place.

Let’s dive into our listing of customer support social media instruments to contemplate.

5 finest instruments for managing customer support on social media

Irrespective of your organization dimension, trade or funds, there’s a device that matches your wants. Every has totally different options and capabilities for delivering buyer assist, corresponding to:

  • Plans that scale with a rising crew
  • Software program and social community integrations
  • Intuitive automations and guidelines
  • Reporting and analytics capabilities
  • Superior options like chatbots and social listening

To seek out the suitable resolution for you, decide which options and capabilities that you must finest ship buyer assist. Do that by auditing your present atmosphere for any workflow necessities you will have, buyer care gaps that you must fill or roadblocks that you must overcome. For instance, if in case you have numerous different softwares you utilize, integrations could be essential to you. Then again, when you battle to maintain up with requests throughout channels, you might need to take into account a device that has a common inbox characteristic.

To get you began, right here is our listing of beneficial customer support social media instruments:

  1. Sprout Social
  2. Live Agent
  3. Zendesk
  4. Zoho Desk
  5. Freshdesk

1. Sprout Social

A screenshot of the Inbox Activity report in Sprout Social. The report gives a summary of Inbox performance stats, including total received messages, total actioned messages, action rate and average time to action.

Sprout Social is an all-in-one device that manages buyer assist, relationships and communication in a centralized platform in your advertising, gross sales and customer support groups. Sprout streamlines connecting together with your audiences throughout channels with automations that allow you to concentrate on constructing relationships together with your model’s greatest followers and domesticate new advocates. We provide help to present real-time, customized buyer care sooner and extra effectively by eradicating handbook, repetitive duties and offering deep insights into your viewers and customer support technique.

With Sprout, Grammarly’s customer support team noticed an 80%+ discount in common time to first response, whereas Allegiant Air noticed a 77% enhance in social buyer message responses.

Our Salesforce Service Cloud integration allows Salesforce clients to handle social buyer care requests instantly from inside Service Cloud. This enriches your buyer CRM profiles with social knowledge to offer a holistic view of buyer interactions. By centralizing buyer knowledge and enterprise intelligence, you create an omnichannel expertise that informs and empowers your whole group.

Sprout is finest suited to manufacturers who’ve invested in a social media presence and are able to streamline their workflows and scale their social technique.


  • The Good Inbox consolidates messages and model mentions right into a single stream.
  • Chatbot builder and premium options like listening
  • Appoint, delegate and route tickets to the suitable crew member.
  • Reporting capabilities observe the efficiency of your buyer care crew, together with insights on response occasions and the standard of care.

2. LiveAgent

Rendering of LiveAgent's platform with lines to logos of sales, social and CRM channels it integrates with.

LiveAgent is a assist desk resolution that permits companies to personalize customer support interactions with a user-friendly interface. Companies can handle buyer knowledge, relationships and care from a single dashboard.

LiveAgent gives over 40 third-party integrations, together with instruments like PipeDrive and Nicereply. It additionally helps 11 social media channels. Total, LiveAgent offers flexibility and comfort for delivering distinctive buyer assist.


  • Common Inbox organizes customer support inquiries from any social media platform.
  • Customized automation guidelines for sooner and extra environment friendly buyer interactions.
  • Tag customer support interactions based mostly on whether or not it’s a remark, query or criticism.
  • Routinely assign tickets so the suitable specialists present the wanted customer support options.

3. Zendesk

Customer interactions window on ZenDesk’s platform

Zendesk offers a versatile platform that corporations can customise to fulfill their wants. Manufacturers can create significant connections with clients on any channel. Brokers also can personalize conversations that meet particular person buyer’s wants.

With Zendesk, corporations of all sizes throughout industries could make it straightforward to do enterprise with them. It additionally makes it straightforward in your groups to modify between private and non-private buyer conversations. Moreover, Zendesk gives a variety of integrations with customer support, gross sales and social media instruments, together with Sprout Social.


  • Routinely convert social conversations into tickets for different brokers to resolve.
  • Brokers can have aspect conversations with out leaving the principle ticket display screen.
  • Entry buyer knowledge and conversations in a single streamlined view.
  • Change the dialog channel between chat, electronic mail or Voice over Web Protocol (VoIP).

4. Zoho Desk

A view of ticket statuses for support requests on Zoho Desk

Zoho Desk simplifies customer support operations to enhance agent productiveness and ship lasting buyer experiences. With Zoho Desk, companies can handle buyer assist requests throughout varied communication channels. Its AI-powered options empower companies to offer environment friendly and customized buyer assist. Moreover, Zoho Desk permits brokers to create a information base over time with questions and solutions from buyer conversations.

Zoho Desk gives over 100 integrations for social and CRM instruments. It additionally helps a number of languages to serve a world viewers. Customers can customise the platform to fulfill their group’s wants.


  • Zia, Zoho Desk’s AI assistant, tags tickets and notifies brokers of surprising exercise, and offers model sentiment evaluation and reply help.
  • Work Modes mechanically organizes tickets, making it simpler to resolve points.
  • Convert posts or personal messages into tickets based mostly on particular key phrases.
  • Headquarters stay dashboard exhibits big-picture buyer assist developments.

5. Freshdesk

View of a contact page inside of Freshdesk’s platform

Freshdesk is purpose-built for IT, buyer assist, and gross sales and advertising groups. It gives an intuitive contact heart resolution that simplifies omnichannel buyer assist.

Companies can join their dialog channels into one streamlined crew inbox for a extra unified and environment friendly assist expertise. Brokers achieve worthwhile buyer perception to offer distinctive service and enhance buyer satisfaction.


  • Convert ticket replies into knowledge-base articles for future buyer inquiries.
  • Social Indicators mechanically acknowledges related posts and creates assist tickets.
  • Omniroute™ auto-assigns tickets to brokers based mostly on obtainable bandwidth, key phrases, requester or property.
  • AI-powered chatbots present 24/7 self-service assist by way of social media.

Discover the social media customer support resolution in your model

Social media isn’t going away, particularly as a customer support channel. If something, manufacturers are investing extra in social buyer care.

Social media customer support instruments ship higher buyer assist, so you may meet clients’ evolving wants and construct stronger relationships with them. Customer support is an extension of your model, so it’s as much as buyer care groups to reply rapidly and effectively. A customer support social media device makes the distinction between one-time patrons and lifelong model followers. From inboxes to AI capabilities, there’s an answer on the market that’ll provide help to dazzle your clients, maintain them engaged and encourage repeat enterprise.

Able to take your customer support to the following degree? Join a free trial or demo of Sprout Social right now.

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