5 Greatest Buyer Service Social Media Instruments in 2023

All of us dread coping with customer support. From lengthy maintain instances to unanswered emails, it could actually 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 possibility: social media.

Extra clients are turning to social media for his or her customer support, which creates a goldmine of beneficial insights into their actions. In reality, 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 approach 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 clever workflows, common inboxes and AI-powered help. These allow manufacturers to ship higher buyer assist and a constructive expertise by optimizing assist groups’ workflows to allow them to have interaction with clients quicker and extra effectively.

On this checklist, we’re breaking down 5 top-notch social media customer support options that will help you discover the precise 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 by means of feedback, mentions and DMs.

From modern workflows simplification to superior integrations, social media customer support options assist manufacturers construct stronger buyer relationships and drive enterprise development. It enhances the client expertise whereas serving to care groups lighten their load so you may deal with what issues most: buyer interactions. Right here’s how:

  • Help clients in actual time. Velocity is essential to efficient customer support. Instruments, like chatbots, intuitively deal with buyer queries shortly and simply. Options like triggers, automated responses and customized guidelines cut back handbook, repetitive duties and allow quicker response instances, resulting in improved buyer satisfaction.
  • Observe related model conversations. Managing your popularity begins with folks 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 and conduct sentiment evaluation to provide you a deeper understanding of buyer perceptions, inform product growth 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 incessantly requested questions helps you establish widespread buyer ache factors and areas for enchancment. These insights inform your product growth roadmap and 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. Consequently, your clients have a extra constructive model expertise.

Some customer support social media instruments combine with well-liked CRM techniques to seamlessly synchronize buyer information and interactions throughout channels. This holistic view of buyer information empowers advertising and marketing, gross sales and assist groups to offer an omnichannel expertise and pull deeper insights that inform your entire buyer journey.

Sometimes, a buyer assist workforce manages the device. Most instruments join with the key social networks and assist collaboration to to assist brokers successfully set up, delegate and reply to requests in a single place.

Let’s dive into our checklist of customer support social media instruments to think about.

5 greatest instruments for managing customer support on social media

Regardless of your organization measurement, business or funds, there’s a device that matches your wants. Every has totally different options and capabilities for delivering buyer assist, equivalent to:

  • Plans that scale with a rising workforce
  • 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 precise resolution for you, decide which options and capabilities you might want to greatest ship buyer assist. Do that by auditing your present setting for any workflow necessities you could have, buyer care gaps you might want to fill or roadblocks you might want to overcome. For instance, when you have lots of different softwares you employ, integrations may be necessary to you. However, in the event you wrestle to maintain up with requests throughout channels, you could wish to take into account a device that has a common inbox characteristic.

To get you began, right here is our checklist of really useful customer support social media instruments:

  1. Sprout Social
  2. Reside 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 and marketing, gross sales and customer support groups. Sprout streamlines connecting together with your audiences throughout channels with automations that allow you to deal with constructing relationships together with your model’s largest followers and domesticate new advocates. We allow you to present real-time, customized buyer care quicker and extra effectively by eradicating handbook, repetitive duties and offering deep insights into your viewers and customer support technique.

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

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

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.


  • The Sensible 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 precise workforce member.
  • Reporting capabilities monitor the efficiency of your buyer care workforce, together with insights on response instances 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 allows companies to personalize customer support interactions with a user-friendly interface. Companies can handle buyer information, relationships and care from a single dashboard.

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


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

3. Zendesk

Customer interactions window on ZenDesk’s platform

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

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


  • Robotically convert social conversations into tickets for different brokers to resolve.
  • Brokers can have facet conversations with out leaving the primary ticket display screen.
  • Entry buyer information 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 numerous 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 affords 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 satisfy their group’s wants.


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

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 and marketing groups. It affords an intuitive contact middle resolution that simplifies omnichannel buyer assist.

Companies can join their dialog channels into one streamlined workforce inbox for a extra unified and environment friendly assist expertise. Brokers acquire beneficial buyer perception to offer distinctive service and improve buyer satisfaction.


  • Convert ticket replies into knowledge-base articles for future buyer inquiries.
  • Social Alerts routinely acknowledges related posts and creates assist tickets.
  • Omniroute™ auto-assigns tickets to brokers based mostly on accessible bandwidth, key phrases, requester or property.
  • AI-powered chatbots present 24/7 self-service assist through 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 shortly 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 allow you to dazzle your clients, preserve them engaged and encourage repeat enterprise.

Able to take your customer support to the following stage? Join a free trial or demo of Sprout Social immediately.

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