Customers frequently contact companies on Social media with complaints, suggestions, and inquiries. In a similar fashion, companies desire to connect with their customers on Facebook, Instagram, LinkedIn, etc. Recently, marketing teams and customer service teams have turned to social customer service software to bridge this gap. 

What Is Social Customer Service Software?

Social customer service software helps companies interact with customers on various Social Media platforms by collecting social media mentions made by customers and organising them. 

Top 10 Social Customer Service Software

Let us have a look at the top 10 social customer service software that can help your business reach out to customers:

1. Zoho Desk

Zoho Desk can help businesses provide excellent customer service across all Social Media Platforms. It increases agent efficiency by giving them tools for simple consumer interaction through their excellent ticketing system.

• Product link: Click Here 
• Pricing (billed annually): Standard plan is ₹800 per user per month, Professional is ₹1400 per user per month, and Enterprise is ₹2400 per user per month. 
• Suitable for: This tool is suitable for startups, small businesses, and enterprises that want to create an entire social customer service ecosystem.

2. Salesforce Customer 360

Salesforce Customer 360 is an integrated CRM platform that uses AI tools to let businesses connect effectively with customers. It can assist businesses across all areas, such as sales, services, IT, and commerce.

• Product link: Click Here
• Pricing: Starter is $25 per month per user, Professional is $80 per month per user, Enterprise is $165 per month per user, and Unlimited is $330 per month per user.
• Suitable for: This integrated platform is useful for both small businesses and large enterprises. Businesses can choose different plans according to their needs.

3. Simplify360

Simplify360 allows customer service agents to collaborate with each other so that they can provide solutions to customers quickly. The software has automated repetitive tasks to increase efficiency. The tokens get diverted to the relevant agents automatically to save time and increase productivity.

• Product link: Click Here
• Pricing: The pricing will be shared by the company once you book a one-on-one free demo on the website. One can start with a free trial of the tool.
• Suitable for: This tool can be used by any business that wants to create an efficient process of connecting with its customers.

4. Freshdesk

Freshdesk is a tool developed to automate and improve social customer service. Due to its intuitive ticketing and advanced automation, it stands out as a tool that makes customer service seem effortless.

• Product Link: Click Here
• Pricing: Free (up to 10 agents), Growth is ₹999 per month, Pro is ₹3599 per month, and Enterprise is ₹5699.
• Suitable for: Small businesses can benefit a lot from this tool because they can use the free version or the affordable ‘Growth’ version until they scale up. Large businesses may choose the Pro or Enterprise subscription to interact with their large customer base.

5. Zendesk Support Suite

Zendesk Support Suite provides a comprehensive solution for all customer-related needs of a business. It is a subscription-based tool that helps with ticketing, messaging customers, and other functions. It also provides insights into the customer base.

• Product link: Click Here
• Pricing: Suite Team is $55 per month per agent; Suite Growth is $89 per month per agent; Suite Professional is $115 per month per agent; and Suite Enterprise is Available on request.
• Suitable for: Businesses can choose plans according to the size of the business and the size of their customer base. For instance, a large enterprise may need a Suite Enterprise plan, but a small business can get by with the basic Suite Team version.

6. Reputation

The Reputation Social Suite assists businesses in social media management, customer interactions, and brand perception improvement. It also provides analytics related to competitor mentions, benchmark performances, etc.

• Product Link: Click Here
• Pricing: The pricing would be available on request. However, the product has a free trial period of 30 days.
• Suitable for: It is a great software option for companies that need to manage multiple social media platforms, require analytics and data about their customers, and perform analysis of their competitors.

7. KaptureCX

KaptureCX is an Artificial Intelligence-based platform designed for all customer management tasks. The tool can assign tickets based on the availability of the agent, their location, relevant skills, region, or product expertise. The company offers customized products for various industries like retail, BFSI, travel and consumer durables production.

• Product link: Click Here
• Pricing: Essential is $30 per month per user, Professional is $50 per month per user, and Enterprise is $90 per month per user.
• Suitable for: This platform is ideal for large businesses that work with multiple agents. However, small businesses may also get the Essential Plan for their customer-related tasks. 

8. QuaizenX

QuaizenX is a comprehensive customer experience management tool that allows a business to fix customer issues quickly. This leads to a higher conversion rate, customer loyalty, and lasting relationships. It also allows businesses to gather feedback from their customers to help improve the customer experience.

• Product link: Click Here
• Pricing: Pricing will be available to businesses on request.
• Suitable for: QuaizenX is ideal for businesses that are looking to fix issues in their customer service. It helps in understanding what customers think about a business through a simple and efficient NPS tool.

9. Tidio

Tidio is a tool that combines Artificial Intelligence and human support to provide the best customer service. It automates the resolution of simple customer issues through conversational AI to free up the agents to focus on more complex issues. They also provide chatbots and other helpdesk tools to interact with potential customers and improve sales.

• Product link: Click Here
• Pricing: Free version; Starter is $ 29 per month, Communicator is $25 per month per seat, Chatbots is Starting from $29 per month, and Personalized plan is Starting from $394 per month.
• Suitable for: This tool is excellent for businesses that need to constantly interact with their customers across various social media platforms. The live chat and chatbot features can be helpful in automating routine customer issues. Also, large enterprises can get a tailor-made solution for their unique needs for around $400 a month. 

10. Hiver

Hiver provides an easy way to manage multiple communication channels like email, phone, live chat, etc. It helps in assigning customer queries to suitable customer care agents, and the manager can check the status of each query as well. It can be integrated with Google Workspace for more convenient usage. Businesses can go for a 7-day free trial before purchasing a plan.

• Product link: Click Here
• Pricing: The yearly subscription to Hiver is priced as follows: Lite is Rs 800 per user per month, Pro is Rs 2200 per user per month, and Elite is Rs 3300 per user per month
• Suitable for: Small businesses can get the Lite plan for all the basic features of the product. Pro and Elite versions have advanced features like visual analytics, round-robin assignments, and customer access control.

FAQs on Top Social Customer Service

Here are some commonly asked questions on the best social customer service software:

How can brands see financial gain from doing social customer service? 

After doing social customer service, brands can see financial gain through increased sales, reduced sales returns, and cost savings on call center personnel.

What is social customer service?

Social customer service is the service provided by a business to its customers through social media. This includes resolving complaints, taking feedback, and responding to queries asked on social media platforms.

What are the benefits of using social customer service software?

Social customer service software provides a one-stop solution for responding to customer queries on social media. The software saves the time of customer care agents by collecting customer tickets and assigning them. Several other benefits of using such software include fast query resolution, a better customer experience, and brand loyalty.

Who should use social customer service platforms and software?

These tools are helpful for businesses that are present on multiple social media channels like Facebook, Instagram, LinkedIn, etc. Small as well as large enterprises can benefit from these tools.

How do you choose the right customer service software?

A business should choose the customer service software that provides the most value at an affordable cost. Businesses should identify bottlenecks and problem areas in their social media customer service and buy the software that can fill those gaps.

Read More:

• Top 10 Call & Contact Center Software Available in India | Latest Guide
• 10 Types of Customer Service Teams for Your Business
• How to Find Influencers & Creators for Your Next Social Media Campaign?

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