What is Social Customer Service Software?
Social customer service software allows companies to reach out to customers and users via social media outlets. Social customer service solutions collect and organize mentions on social media platforms such as Twitter, Facebook, and so on, and create tickets for support agents to best respond to mentions and provide proper service. These solutions are not only used by customer service teams but are also utilized by marketing teams that can promote brand awareness and turn customer concerns into positive advertising to a large audience of social media users.
Social customer service features are often provided by help desk software, which collects customer inquiries from emails and specific user portals. Companies may use social customer service tools in conjunction with other social tools such as social media management software, social media monitoring software, and social media analytics software.
To qualify for inclusion in the Social Customer Service category, a product must:
Collect a combination of customer or user inquiries from a variety of social networks
Provide a platform for support agents to directly respond to social media mentions
Assign request tickets to customer support agents as inquiries arise