10 Best Social Media Customer Service Software in 2025

Social media customer service software helps businesses manage and respond to customer queries, feedback, and concerns across platforms like X (formerly Twitter), Meta, LinkedIn, WhatsApp, and more. Based on user reviews and vendor features, here are the top 10 social media customer service software:

Vendor		Best for
1.	Freshdesk	Ticket management
2.	Zendesk Support Suite	IT helpdesk environments
3.	Salesforce Service Cloud	Salesforce ecosystem
4.	Intercom	Conversational customer support
5.	Zoho Desk	Social media customer service
Show More (5)
6.	Sprout Social	Social media customer service
7.	Front	Customer support at scale
8.	Reputation	Social media marketing
9.	Genesys Cloud CX	Customer experience management
10.	Tidio	Social media customer service in small businesses

1.

Freshdesk

Ticket management

2.

Zendesk Support Suite

IT helpdesk environments

3.

Salesforce Service Cloud

Salesforce ecosystem

4.

Intercom

Conversational customer support

5.

Zoho Desk

Social media customer service

Show More (5)

6.

Sprout Social

Social media customer service

7.

Front

Customer support at scale

8.

Reputation

Social media marketing

9.

Genesys Cloud CX

Customer experience management

10.

Tidio

Social media customer service in small businesses

Social media customer service software comparison

Insights come from our experience with these solutions and other users’ experiences shared in review platforms: Capterra ¹ , Gartner ² , and G2³ .

*The starting price is based on a per seat/month basis. See vendor selection & sorting criteria.

Features of social media customer service software

Distict features:

1. Workforce management (WFM)

Helps businesses optimize customer service by automating agent scheduling, tracking activity, and reporting performance. For example, WFM can automatically assign shifts during peak hours to ensure adequate agent availability.

2. Live customer analytics

Provide real-time insights into customer behavior, such as demographics, buying patterns, and loyalty metrics. This data helps businesses personalize responses and enhance engagement, like offering product suggestions based on purchase history.

Core features:

All of the features below are provided in the top 10 listed social media customer service software.

3. Multi-channel support

A social media customer service platform should integrate with various social media networks to manage customer interactions. Key platforms include:

• Meta
• YouTube
• WhatsApp
• Instagram
• X
• LinkedIn

4. Social listening

“Social listening” involves monitoring customer conversations on social media, helping businesses build lasting relationships. Customers emotionally connected to a brand have ~300% higher lifetime value (LTV).⁴

With a social listening approach, companies can measure:

• Brand health: Measuring the public’s view of your brand 
• Industry insights: Examine social media metrics and trends
• Customer Insights: Discover  what users are expressing about your brand in real-time
• Competitor analysis: Analyzing another company’s brand or product

5. Chatbots

A chatbot is a conversational platform that offers customer support through text messages, voice commands, or both. Chatbots can respond to consumer inquiries instantly, allowing organizations to provide 24-hour support.

Chatbots also enhance brand-customer engagement by:

• Sharing quick responses about discounts
• Resolving customer complaints
• Providing systematic answers to questions
• Directing customers to the appropriate support agent for specific topics

6. Live chat

60% of customers are more likely to return to a website with a live chat feature.⁵ A chat widget is a panel on a website that allows potential customers to engage with the company.

7. Customer profiling

75% of buyers are prone to buying from a company that knows their buying habits, remembers them by name, or suggests product or service recommendations based on previous purchases.⁶

Customer profiling is a data-driven form that defines buyers’ personas. It works by pooling and analyzing purchase patterns, problematic subjects, and behavioral data to create profiles.

8. Real-time monitoring and alerts

Social media customer service tools should enable businesses to monitor mentions, hashtags, and customer feedback in real time. Examples of real-time monitoring and alerts include:

• Instant notifications: Real-time alerts that notify your customer service team whenever a customer interacts with your brand on social media. This helps prevent issues from escalating.
• Keyword Tracking: Tracking mentions of specific keywords, hashtags, and feedback helps businesses understand customer sentiment.

9. Reporting and analytics

These platforms provide key metrics such as response times, customer satisfaction, engagement levels, and sentiment analysis, etc.

• Customer sentiment analysis: Analyze customer messages to gauge their feelings toward the brand. For example, if a customer tweets a complaint, sentiment analysis tools can flag it as negative, prompting an immediate response to resolve the issue.
• Response time tracking: Measure how fast agents are responding to customer inquiries. For instance, if a business tracks that response times are increasing, they can allocate more resources to reduce wait times and improve satisfaction.

The 10 best social media customer service software

Freshdesk

Freshdesk allows you to communicate with social networking platforms such as Twitter and Facebook from one interface, converting shares, comments, and inquiries into visible tickets.

Pros

• Ease-of-use: User-friendly and simple, allowing users to handle issues, track customer interactions, and collaborate on solutions with ease.

Source: G2

• Customer Support: The support agents are helpful and experts at finding the answers to user questions.

• Workflows: Users can take chat, phone, email, and portal support requests efficiently, and workflows apply quickly.

Cons

• Flexibility: More flexibility can be offered while creating multiple widgets on the dashboard.

• Ticket management: Ticket navigation and merges are not separated, which creates difficulties in ticket management.

• Pricing: Pricing for Freshdesk can be relatively complex as it will offer numerous add-ons.

Choose Freshdesk to leverage customer analytics in ticket management.

Zendesk Support Suite

Zendesk Support Suite is a customer support software for delivering customer support using social media platforms such as Twitter and Facebook. With Zendesk Interactions on various networks, may be instantly transformed into tickets, enabling agents to handle and respond to concerns from any channel.

Zendesk also allows agents to choose customer conversations between public chats, tweets, messaging, or emails by collecting customer data in a single spot for a personalized customer experience.

Pros

• User interface: Various options are provided to configure the panel design, making the support operation more efficient.

Source: G2

• Ticket filtering: Quick filtering simplifies and streamlines the ticket management process.

• Customization: Users appreciate the fact that they can customize features on a per-user basis, such as establishing shortcuts or removing fields, buttons, or actions.

Cons

• Call routing: The calls either were not routed correctly or failed to alert the support agent who was receiving the call.
• Learning curve: Getting used to the administration panel takes some time.
• Customer Support: Technical support is insufficient for enterprise customers.

Choose Zendesk Support Suite to improve customer support operations.

Salesforce Service Cloud

Service Cloud has built-in integration with cloud-based customer service applications and social media tools. It is a case management solution with a knowledge base that helps users streamline services, improve workflows, and identify relevant subjects to assist the service agent.

With Salesforce Social Customer Service, users can convert social media postings into cases or leads. Agents may respond to social media postings from the Service Console, allowing your organization to engage in consumer discussions on social channels such as Facebook, Instagram, Twitter, and YouTube.

Pros

• Ease-of-use: Service Cloud is simple to use while tracking incoming emails and forms.

Source: G2

• Add-on options: Some of the add-on options, such as digital engagement, are quite limited.
• Functionality: Service agents can quickly and easily record and bill service activity.

Cons

• Functionality: Service Cloud does not offer straightforward use cases.

Source: Capterra

• Cost: The upfront cost can be expensive for smaller businesses.

• Usage and customization: The platform is complex, and customizing the system can be difficult for early tech adopters.

Intercom

Intercom is a social customer service platform that uses automation and bots to help organizations improve their customer experience. Intercom’s intelligent AI bot Fin, powered by a combination of large language models such as OpenAI’s GPT-4, answers up to 50% of your customers’ inquiries from social media channels.⁷

Pros

• Chatbot: The chat routing bot is simple to set up.

• Add-on features: The capability to manage add-on features (such as social media integrations) is useful in allowing users to customize the system.

• Inbox panel: The Inbox feature is useful for providing quick and simple support; users can gain insight, offer promotions, convert leads, and provide support from the panel.

Cons

• Integrations: Social media integrations are buggy, which creates communication gaps.

• Pricing: The pricing model is confusing; some users couldn’t understand how active they are being charged.

• Synchronization: The synchronization feature is insufficient for social networks and mailing systems.

For more information about Intercom and its alternatives please check out our data-driven and transparent Intercom alternatives.

Zoho Desk

Zoho Desk can operate numerous social media interactions while enabling users to like, comment, and post on social media platforms such as Facebook, Twitter, and Instagram directly from the Zoho interface.

Zoho Desk integrates with the Zoho Social tool, a social customer service platform. With this integration, Zoho Desk can respond to incoming messages, create tickets from social media updates, and collaborate with the support team in real-time.

Pros

• Customer Support: The customer service team responds to user inquiries and resolves any problems quickly and effectively.

• Ease-of-use: The system is simple, easy to navigate, and intuitive.

• Self-service portal: Users consider the self-service portal a notable feature, allowing them to find answers to common questions and save time.

Cons

• Ticket automation: An automatic ticket-closing function can be added.

• Customization: It is not as advanced as other service desk software; it lacks customization, which can be limiting.

• User interface: The user interface could be improved.

For more information about Zoho Desk and its alternatives please check out our data-driven and transparent Zoho Desk alternatives.

Sprout Social

Sprout Social is a social customer service tool for managing customer engagement in a single interface for advertising, sales, and support teams.

Sprout Social enables users to communicate with their audiences across social media platforms, allowing them to focus on creating connections with their brand’s top followers. 

The platform integrates with numerous social media sites, such as LinkedIn, Twitter, Instagram, Facebook, and WhatsApp. 

Pros

• Customization: The ability to fine-tune and schedule content for different social media platforms is efficient.

Source: G2

• Reporting features: Reporting and analytics are simple to use and share across several platforms.

• Performance: Daily use of Sprout is productive, and live chat is constantly accessible. Tracking campaigns, sentiment, and content is easy.

Cons

• Tagging performance: Tagging accounts on Facebook is inefficient. It takes a long time to load, and profile photos don’t appear.

Source: G2

• Publishing posts: Some users cannot tag or schedule individuals in posts on Sprout.

• Feedback: YouTube-related data options can be improved to have better feedback.

Read more: Sprout Social alternatives.

Front

Front, a US-based social customer service platform with $16 million in revenue in 2022, centralizes your inbound messages through email, social media, SMS, and voice channels into a single place.⁸

Front can route, tag, and assign messages automatically to individual owners based on availability, expertise, or workload. Front also helps customer service supervisors have an overview of customer loyalty insights while creating reports based on team performance.

Pros

• Customer service: Front’s customer service performance is efficient.

• Functionality: Organizing incoming messages or previous communication is easy.

• Collaboration: Users can simply collaborate with Front by tagging files in the comment box and sharing them.

Cons

• Pricing: Their pricing structure could be improved; monthly subscription models with different seat, feature, and period options can be added to have a more flexible pricing model.

• Learning Curve: There is a steep learning curve with Front.

• Emails: Email collaboration can be enhanced; some users end up with the same email in two or more places in multiple conversations.

Read more: Front alternatives.

Reputation

Reputation is a social media listening, publishing, responding, and analytics platform to improve an organization’s brand presence. With Reputation’s customizable social posting features, users can access data on many social media systems, determine the optimal times to post and the content, and keep track of follower numbers.

The solution uses real-time analytics to measure customer experience and make immediate adjustments. The analytics also help to leverage competitor benchmark reports to compare your mentions, share of voice, spread, and reach.

Pros

• Automation: Reputation’s NLP (natural language processing) feature is robust, it excels in what the customer says.

Source: G2

• Ease-of-use: Reputation is easy to navigate.
• Reporting and analytics: The analytics tools are useful when viewing trends.

Cons

• Social media publishing: Some users have failed to add new posts on a few social media platforms.

• Knowledge base: Self-explanatory set-up guidelines can be added for new adopters.

• Connectivity: Disconnections can occur regularly.

Genesys Cloud CX

Genesys Cloud CX is a cloud-based technology that assists enterprises of any size in managing customer service interactions.

The platform’s social media customer service capabilities allow users to personalize customer service operations across messaging apps and social media tools. Its emotional intelligence feature with sentiment and actionability analysis, assists users in prioritizing the most critical issues to your customer support team automatically.

Pros

• Performance: The system is quick, simple to use, and customizable.

• Knowledge base: It has diverse documentation available on the resource center, and its community and developer forum is interactive.

• Integrations: Integration capabilities with several third-party apps, including CRM systems and labor management tools, are efficient.

Cons

• Emails: Email handling options are relatively limited in the out-of-the-box solution, and additional app options are limited.

• Functionality: Some aspects of user management are impractical and complex.

• Audits: Audit Viewer does not provide sufficient data to comprehend user insights.

Tidio

Tidio is a customer support solution used by 300,000+ businesses. Tisio helps customer service agents answer customer queries from multiple channels, including social media.

Tidio provides social media customer service functionalities that offer live chat conversations with up to 50 users (in free trial), intelligent chatbot conversations with 100 users, email support (in free trial), a ticketing system, 3rd party apps integration, and a JavaScript API.⁹

Pros

• Pricing structure: Offering flexible pricing where customers can choose particular features and functionalities instead of paying for a big subscription.

• Email alerts: The offline email notification feature is beneficial since it allows users to get questions from visitors to their website immediately.

• No code: With a no-code drag-and-drop interface, users can navigate the platform without programming knowledge.

Cons

• Pricing: The monthly subscription fee can increase with paid features such as chatbots.

• Creating workflows: Creating your bot’s workflow is cumbersome and not a seamless experience. 

• Windows 11 performance: The app does not run smoothly on Windows 11.

Read more: Tidio alternatives.

Vendor selection & sorting criteria

• Number of reviews: 1,500+ total reviews
• Average rating: Above 4.0/5
• Total number of employees: 150+ employees on LinkedIn
• Sorting: The table is sorted in descending order by total number of reviews, sponsored vendors are placed at the top.

Further reading

• Customer Engagement Automation
• Top 4 Zoho Desk Alternatives for Customer Service
• Top 5 Intercom Alternatives for Customer Service

You can also check out our data-driven list of customer experience software.

Contact us to find out more about social customer service:

External links

• 1. ”Capterra“
• 2. ”Gartner“
• 3. ”G2“
• 4. ”Motista_Leveraging-Emotional-Connection-for-Retailers”. (PDF).  Motista. Retrieved October 19, 2023.
• 5. 10 Best Chat Widgets for Your Website [AI & Free Chat Support]. Tidio
• 6. Consumers Welcome Personalized Offerings but Businesses Are Struggling to Deliver, Finds Accenture Interactive Personalization Research.
• 7. How to improve engagement with a customer service chatbot. The Intercom Blog
• 8. Front Revenue: Annual, Quarterly, and Historic - Zippia.
• 9. ”Free live chat tool for all your conversations“. Tidio. April 13, 2022. Retrieved October 19, 2023.