It’s regular to dread coping with customer support. From lengthy maintain occasions to unanswered emails, it may be an disagreeable expertise. Historically, prospects name a toll-free help quantity or ship an electronic mail to the assistance desk and look ahead to a response. However social media continues to reshape the everyday customer support expertise for the higher. Extra prospects are turning to social media for his or her customer support, which creates a goldmine of helpful insights into the shopper expertise. In reality, The 2023 State of Social Media report exhibits 62% of enterprise leaders use social media to tell their customer support technique.
With the rise of buyer care requests in direct messages (DMs), feedback and posts, manufacturers want a strategy to handle all of them whereas offering a stellar expertise. Enter: customer support social media instruments.
These options streamline managing buyer requests from social with automated workflows, common inboxes and help powered by synthetic intelligence (AI). These instruments allow manufacturers to ship higher buyer help and a constructive expertise by optimizing help groups’ workflows to allow them to have interaction with prospects quicker and extra effectively.
On this record, we’re breaking down six top-notch social media customer support options that will help you discover the correct instrument for delivering buyer help throughout networks.
The one buyer care resolution available on the market that is constructed for social first. Schedule a demo at the moment.
Printed on
What are customer support social media instruments?
Customer support social media instruments allow scalable buyer help on social media channels to trace and resolve questions manufacturers get by means of feedback, mentions and DMs.
From workflow simplification to superior integrations, social media customer support options assist manufacturers construct stronger buyer relationships and drive enterprise development. 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 prospects in actual time. Velocity is essential to efficient customer support. The 2025 Sprout Index™ exhibits practically three-quarters of shoppers anticipate a response from manufacturers on social inside 24 hours or much less. Instruments, like chatbots, intuitively deal with buyer queries rapidly and simply. Options like automated responses and customized guidelines cut back guide, repetitive duties and allow quicker response occasions, resulting in improved buyer satisfaction.
- Observe related model conversations. Managing your repute begins with individuals speaking about your model on-line. Social listening permits manufacturers to trace model mentions (direct and oblique) to proactively deal with points earlier than they come up. Conduct sentiment evaluation to achieve a deeper understanding of buyer perceptions, inform product improvement and enhance the way you ship digital customer support.
- Perceive your prospects. Get real-time insights into your buyer demographics and their attitudes towards your services or products. Analyzing suggestions and continuously requested questions helps you establish widespread buyer ache factors and areas for enchancment. These insights inform your product improvement roadmap and find out how to enhance customer support efforts. And Index knowledge exhibits shoppers really feel personalised customer support must be manufacturers’ #1 social precedence in 2025.
- Meet your prospects the place they’re. Social media customer support software program create a two-way dialogue between you and prospects. Interacting on social helps you construct significant relationships together with your prospects, making them really feel heard and appreciated. Consequently, your prospects have a extra constructive model expertise. Index knowledge exhibits 36% of companies plan to make social buyer care a shared accountability between advertising and marketing and customer support. The appropriate social media instruments will help advertising and marketing and customer support groups help one another.
Some customer support social media instruments combine with widespread CRM programs to seamlessly synchronize buyer knowledge and interactions throughout channels. This holistic view of buyer knowledge empowers advertising and marketing, gross sales and help groups to offer an omnichannel expertise and pull deeper insights that inform your complete buyer journey.
Usually, a buyer help group manages the instrument. Most instruments join with the most important social networks and help collaboration to assist brokers successfully set up, delegate and reply to requests in a single place.
Let’s dive into our record of customer support social media instruments to contemplate.
6 greatest instruments for managing customer support on social media
Regardless of your organization measurement, trade or funds, there’s a instrument that matches your wants. Every has completely different options and capabilities for delivering buyer help, reminiscent of:
- Plans that scale with a rising group
- Software program and social community integrations
- Intuitive automation and guidelines
- Reporting and analytics capabilities
- Superior options like chatbots and social listening
To seek out the correct resolution for you, decide which options and capabilities you have to greatest ship buyer help. Do that by auditing your present atmosphere for any workflow necessities, buyer care gaps you have to fill or roadblocks you have to overcome. For instance, when you have a variety of different software program in your tech stack, integrations may be essential to you. Then again, if you happen to wrestle to maintain up with requests throughout channels, it’s possible you’ll wish to take into account a instrument that has a common inbox characteristic.
To get began, right here’s our record of advisable customer support social media instruments:
- Sprout Social
- Reside Agent
- Zendesk
- Zoho Desk
- Freshdesk
- Hiver
1. Sprout Social
Social Buyer Care by Sprout Social is an all-in-one instrument that manages buyer help, relationships and communication in a centralized platform in your advertising and marketing, gross sales and customer support groups. Social Buyer Care by Sprout lets you develop your care efforts at scale, create personalised experiences and exceed buyer expectations.
Use our Case Administration resolution to assign Instances from group queues primarily based on agent availability and capability. With Instances assigned to designated group members, brokers can perceive who’s responding to what and when—serving to your group improve effectivity and keep away from duplicate work. And to offer the personalised expertise shoppers anticipate, you should utilize AI-powered response enhancements with Sprout’s Improve by AI Help. As a substitute of brainstorming find out how to reply from scratch every time, you should utilize AI Help to see ideas to get you began and edit as wanted.
Our Salesforce Service Cloud integration permits Salesforce prospects 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. As a world Salesforce associate, Sprout permits Salesforce prospects to raised join with their audiences to allow them to ship glorious social buyer care—all from one platform.
With Sprout, Grammarly’s buyer help group noticed an 80%+ discount in common time to first response. Sprout is greatest suited to manufacturers who’ve invested in a social media presence and are able to streamline their workflows and scale their social technique.
Options:
- 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 correct group member
- Reporting capabilities monitor the efficiency of your buyer care group, together with insights on response occasions and the standard of care
Sprout streamlines connecting together with your audiences throughout channels with automations that allow you to concentrate on constructing relationships together with your model’s largest followers and domesticate new advocates. We enable you to present real-time, personalised buyer care quicker and extra effectively by eradicating guide, repetitive duties and offering deep insights into your viewers and customer support technique.
2. LiveAgent
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 provides third-party integrations, together with instruments like PipeDrive and Nicereply. It additionally helps 11 social media channels.
Options:
- Common Inbox organizes customer support inquiries from many social media platforms
- Customized automation guidelines for quicker and extra environment friendly buyer interactions
- Tag customer support interactions primarily based on whether or not it’s a remark, query or grievance
- Robotically assign tickets so the correct consultants present the wanted customer support options
3. Zendesk
Zendesk supplies a versatile platform that firms can customise to fulfill their wants. Manufacturers can create significant connections with prospects on any channel. Brokers can even personalize conversations that meet particular person buyer wants.
With Zendesk, firms of all sizes throughout industries could make it straightforward to do enterprise with them. It additionally makes it straightforward in your groups to change between private and non-private buyer conversations. Moreover, Zendesk provides a variety of integrations with customer support, gross sales and social media instruments, together with Sprout Social.
Options:
- Robotically 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
Zoho Desk simplifies customer support operations to enhance agent productiveness and ship lasting buyer experiences. With Zoho Desk, companies can handle buyer help requests throughout varied communication channels. It has AI options and permits brokers to create a data base over time with questions and solutions from buyer conversations.
Zoho Desk provides integrations for social and CRM instruments. It additionally helps a number of languages. Options:
- AI assistant tags tickets and notifies brokers of bizarre exercise and supplies model sentiment evaluation and reply help
- Robotically organizes tickets, making it simpler to resolve points
- Convert posts or non-public messages into tickets primarily based on particular key phrases
- Reside dashboard exhibits big-picture buyer help traits
5. Freshdesk
Freshdesk is purpose-built for IT, buyer help and gross sales and advertising and marketing groups. It provides an intuitive contact heart resolution that simplifies omnichannel buyer help. Companies can join their dialog channels into one streamlined group inbox for a extra unified and environment friendly help expertise. Brokers achieve helpful buyer perception to offer distinctive service and improve buyer satisfaction.
Options:
- Convert ticket replies into knowledge-base articles for future buyer inquiries
- Social Indicators routinely acknowledges related posts and creates help tickets
- Omniroute™ auto-assigns tickets to brokers primarily based on obtainable bandwidth, key phrases, request or property
- AI-powered chatbots present 24/7 self-service help by way of social media
6. Entrance
Entrance is a buyer communication software program that mixes electronic mail, messaging and social media into one platform. It’s designed to facilitate group collaboration, permitting a number of brokers to handle and reply to buyer messages effectively, and to centralize messages from varied channels like electronic mail, social media, SMS and reside chat right into a unified inbox. Entrance helps companies ship personalised customer support at scale by offering instruments to prepare conversations, automate workflows and monitor efficiency.
Options:
- Consolidates conversations from social media platforms alongside different communication channels, offering a holistic view of buyer interactions
- Allows teamwork with options like shared inboxes, inside notes and the power to assign conversations to particular group members or groups
- Automated workflows, routing and automatic response
- Analytics and reporting to offer perception on group efficiency, response time and buyer satisfaction
7. Hiver
Hiver is a customer support platform designed to streamline and improve the effectivity of buyer care groups. The platform was designed for Google Workspaces and integrates instantly with Gmail. Hiver permits groups to handle shared inboxes with out leaving Gmail. Brokers can add color-coded tags and automatic guidelines to assist set up communications of their inbox by precedence. Nonetheless, word that WhatsApp is the one social media Hiver helps.
Options:
- E-mail delegation, together with color-coding tagging to categorize communications
- Automated workflows
- Collision alerts
- Analytics and report to assist groups monitor efficiency and enhance response fee occasions
- Integrations with different customer support instruments like Salesforce
Discover the social media customer support software program resolution in your model
Manufacturers are investing extra in social as a channel for customer support and care. Social media customer support instruments ship higher buyer help, so you may meet prospects evolving wants and construct stronger relationships. 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 instrument 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 enable you to dazzle your prospects, preserve them engaged and encourage repeat enterprise.
Able to take your customer support to the subsequent degree? Join a free trial or demo of Sprout Social at the moment.
