Customer expectations are reaching an all-time high. They expect immediate responses and personalized solutions to their problems. This is especially valid for social media. And users don’t have the patience to wait for you. The internet gives them many options to switch. Achieving customer loyalty is as difficult as it gets.

This points to the relevance and importance of having a social media customer service software at your disposal. Why?

Think of it this way. Previously, social media channels were just broadcasting platforms where you announced offers or gave updates on your current activities. Now, they serve as critical customer touchpoints. 

Social media channels are the first contact between you and your customers. And user experience on social media creates a lasting impression.  You wouldn’t want to purchase products or services from a brand that promises instant deliveries, 24/7 help, and doesn’t reply to your texts for 24 hours. Such errors are often the result of over-reliance on manual efforts. And users don’t forget easily. So, you need social media customer service software to automate customer feedback management.

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Why You Need Social Media Customer Service Software

73% of customers expect better personalization from businesses, according to a survey by Salesforce. 

In addition, the gap between customers’ expectations of response time and the actual response time of businesses can hurt brand sentiment. What’s worse is that businesses are not even aware of their brand sentiment on social media due to a lack of brand monitoring. 

A social media customer service software can save you by - 

1. Managing high ticket volumes efficiently
2. Routing issues to the right teams
3. Tracking performance across support metrics
4. Monitoring brand sentiment in real time
5. Capturing and acting on customer feedback 

In addition, the social customer service platform guides you to improve customer feedback management. You are not just limited to saying, “Sorry for the inconvenience, we will get back to you soon”, which gives the impression to users that the problem won’t be resolved anytime soon. 

Users are different, and so are their complaints. So, your responses need to be different as well.

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The Best Social Media Customer Service Software

1. Sprout Social

Best for 

All-in-one support and social management

Sprout Social is a powerful social customer service platform that offers a unified inbox, custom chatbots, robust reporting, and automated task routing.

Key Features

1. Smart Inbox for managing multiple channels
2. AI-based tagging and sentiment scoring
3. Seamless CRM integrations

Sprout’s AI updates now deliver predictive insights to help agents prioritize critical queries. It also helps with social media sentiment analysis in real time. So, you stay updated on the market. 

2. Zendesk

Best for

Existing Zendesk users wanting multichannel support

Zendesk’s social add-ons bring powerful case management to platforms like Facebook, Instagram, and Twitter.

Key Features

1. Ticket generation from social DMs
2. SLA tracking
3. AI-based social media sentiment analysis

Zendesk also provides enhanced support for TikTok and WhatsApp, especially when it comes to customer feedback management on WhatsApp. 

3. Freshdesk 

Best for 

Scalable customer support

Freshdesk integrates social channels into its ticketing system and offers custom automations.

Key Features

1. Omnichannel ticketing
2. Canned responses for FAQs
3. Built-in surveys for customer feedback management

It’s one of the best social media customer service software when to comes to responding to user queries and issues in the minimum time. 

4. Hootsuite 

Best for 

Teams managing brand mentions

While known for publishing, Hootsuite also offers a solid social inbox for customer service.

Key Features

1. Streamlined DMs and comments in one view
2. Response time tracking
3. Tag-based query filtering

5. DeepDive

Best for 

Empowering Retail/CPG businesses with real-time analytics and actionable insights

DeepDive supercharges your social media strategy and helps you manage brand reputation, gather industry-specific insights, and monitor the competition. 

Key Features

1. Digs beyond typical social media noise and finds actual insights
2. In-depth industry reports to know the market better
3. Precise audience sentiment insights
4. Personalized KPI dashboards 

In addition, DeepDive helps you to understand emerging markets like Bangladesh by gathering insights from Bengali sentiment. It has successfully removed the language barrier. 

6. Zoho

Best for 

Zoho ecosystem users

Zoho Desk integrates Facebook, Twitter, and Instagram to deliver contextual support.

Key Features

1. Tag-based automation
2. Multi-language support

Customer feedback management integration

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7. Khoros Care

Best for 

Enterprises needing high-volume scalability

Khoros specializes in enterprise-grade social engagement and AI-driven workflows.

Key Features

1. AI agent assist
2. Crisis management tools
3. Built-in social media sentiment analysis

8. Salesforce 

Best for 

Businesses with a Salesforce stack

Salesforce combines CRM power with social listening to provide real-time support workflows.

Key Features

1. Automated case creation
2. Keyword-based sentiment scoring
3. Unified support dashboards

Salesforce’s reputation as a social media customer service software precedes itself. It is one of the most reliable platforms out there. 

9. Gladly

Best for 

Personalized conversations at scale

Gladly routes social media conversations based on previous history, not just ticket IDs.

Key Features

1. Full conversation timeline view
2. Proactive customer outreach
3. Excellent for loyalty-based brands

10. Statusbrew

Best for 

Agencies and collaboration-heavy teams

Statusbrew supports detailed permission management and collaboration.

Key Features

1. Unified inbox
2. Approval workflows
3. Advanced analytics for social customer service platforms

A social media customer service software can help you find areas for improvement in your existing content plan or strategies that can ride on the current social media trend. 

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Need a Cheat Sheet?

‍We’ve covered a lot, so here’s a quick table to sum it all up. Compare the top tools at a glance and find the right fit for your team:

The above list isn’t exhaustive, and there are tons of other tools for you to explore. However, ensure to always take advantage of demo calls before subscribing to a platform. This gives you an idea of whether the tool is the right fit for you.