Why is using reliable software crucial for effective customer support on social media?
Firstly, managing support from a single platform, rather than juggling multiple sites, helps to reduce overwhelm.
This approach streamlines your process, boosts productivity, and allows for faster responses and solutions to inquiries. But that’s just the beginning.
The real challenge lies in identifying which social media customer service tool aligns best with your company’s needs. With the plethora of options available, each claiming to be the best, making the right choice can be daunting.
To make an informed decision, it’s essential to carefully evaluate each tool’s features, compatibility, and ability to meet your specific requirements.
What you will learn
- Social media customer service tools: A quick overview
- Top 4 social media customer service tools
- Choose the best social media service tools
Social media customer service tools: A quick overview
Social media customer service tools are specialized software designed to help businesses manage and improve customer interactions on social media platforms, ensuring they provide outstanding support.
The tools allow users to scale customer support on social networks to track and resolve customer queries and issues via mentions, comments, and Direct Messages (DMs) or chats.
The features of social media customer service solutions can vary, from basic workflow simplification tools to advanced functionalities and integrations.
For example, some solutions integrate with top Customer Relationship Management (CRM) tools to sync customer data and interactions across channels seamlessly.
The tools are designed to enhance the customer experience while helping customer support teams work efficiently by allowing them to do the following:
- Provide real-time customer support. Features such as chatbots allow your clients to answer common customer queries promptly, 24/7, and in real time. Automated response and custom rules features make this possible, which can lead to higher customer satisfaction
- Meet customers where they are. 67% of customers find contacting a company’s customer support on social media platforms convenient. With the right tools, your clients’ support teams can easily provide the convenient customer service experience their consumers expect on their social media channels
- Monitor relevant conversations about your clients’ brands. Reputation management involves knowing what customers and others say about your clients’ brands on social networks. A social listening feature allows your clients to track brand mentions, helping them address issues proactively before they blow up
[Must read: Top Social Media Automation Tools for 2024]
Top 4 social media customer service tools
To help narrow your search, we outlined the leading social media customer service tools below.
1. Vista Social
Vista Social is a social media management platform with sophisticated features, from content planning and scheduling to engagement management.
The platform’s unified Social Inbox lets you view and manage all your clients’ messages, comments, mentions, and reviews in one platform.
The social media engagement feature includes support and community management tools to manage your clients’ social inboxes efficiently.
You can view and handle all your clients’ DMs, comments, and more within each connected profile. This way, you won’t need to log into each client’s social media profile.
Instead, you can do everything from one centralized inbox, improving responsiveness and the customer experience.
The Social Inbox lets you:
- Reply to messages right from Vista Social
- Add notes for internal teams
- Label messages for easy sorting and finding
- Like comments and mentions from within the social inbox (available for some social media platforms)
- Mark messages as spam, archive, acknowledged, or favorite
- Filter messages by status and type: comments, mentions, messages, reviews, and shares
You can also save and reuse replies to speed up answering similar customer questions.
Use the AI Assistant to help you generate, improve, and save replies to your clients’ DMs and other interactions from the Social Inbox.
You can also use the AI Assistant to generate and refine captions when creating and scheduling posts through the platform’s social media publishing feature.
Additionally, you can use the social listening tool to investigate what customers say about your clients’ brands.
You can leverage the information and insights to inform and enhance your clients’ social media customer service.
Must read: [Top Social Media Monitoring Software for 2024]
Vista Social helps you stay on top of your clients’ interactions and deliver top-quality social media customer service.
2. Salesforce Service Cloud
Salesforce Service Cloud is a customer service software.
Salesforce is popular for its Customer Relationship Management (CRM) tool, but its omnichannel customer support capabilities include social media channels.
The software’s social customer service feature lets users reply to customer messages and posts sent through social media platforms and create cases from social posts.
The software also includes live chat, email, self-service channels, and integration with the Salesforce CRM to enhance customer insights.
AI and field service tools are available as add-on services with the plan
3. LiveAgent
LiveAgent is a cloud-based help desk software that streamlines customer support workflows and customer interactions across multiple channels.
The LiveAgent ticketing system lets you manage tickets from Twitter, Instagram, Facebook, X (Twitter), and more on one platform.
The fully-featured help desk tool and communication platform have a universal inbox that turns messages and posts into unified tickets with a hybrid ticket stream.
The software’s other social media customer service features include:
- Custom rules for workflow automation
- Tags to organize customer interactions
- Pre-written messages to common queries
4. FreshWorks Customer Service Suite
The Freshworks Customer Service Suite is a comprehensive platform with features that allow seamless and comprehensive social media interaction management.
It combines automation with multichannel support and advanced analytics features to ensure responsive, insightful, and efficient social media customer service.
[Must read: Mastering Social Media Analytics: How to Create Custom Reports]
The platform’s key features include the following:
- Automated ticketing that converts social interactions into tickets users can easily track
- Customizable workflows that simplify directing inquiries to the right agents
- Detailed analytics to give insights into agent performance and customer satisfaction
- Multi-channel support to supercharge inquiry management across social media and other platforms
Choose the best social media service tools
Improve customer service quality, delivery, and experience with top-of-the-line solutions.
A poor social media customer service experience can lead to losing clients permanently.
Use the best tool to help them provide prompt, efficient, and high-quality customer service across their social media channels.
Harness the power of Vista Social’s engagement features to streamline and elevate your clients’ social media customer service.