Best 15 Social Media Customer Service Software & Platforms for 2025

In today’s quick-paced digital world, offering outstanding customer experiences through social media is essential. Customers are increasingly using channels to complain, inquire, or express opinions. This guide explores what these tools are, their applications and advantages, presents best 2025 platforms, and offers advice on selecting the finest one for you.

What is Social Media Customer Service Software

Learning about tools that assist companies in handling interactions on platforms like Facebook, Instagram, and X is the initial step to improving support in the social realm.

The Definition of Social Media Customer Service Software

Social media customer service software is a customized application that enables companies to handle, engage with, and monitor customer interactions on platforms such as Facebook, Instagram, and X. Social media management tools, as they are also referred to, streamlines conversation by aggregating messages and brand mentions. This enables companies to compartmentalize questions, listen to conversations, and engage quickly, effectively handling the high amount of social media content and information on a daily basis.

The Functions of Social Media Customer Service Platforms

Social customer service tools simplify communication and increase engagement by gathering questions, interactions, and mentions into one place. These platforms offer more than basic management. They include features like automation, analytics, and integration options. The tools help companies connect with customers instantly, track brand mentions, and listen to social conversations. Key functions often include:

A unified dashboard brings all social interactions together, so you can manage responses to messages, mentions, and reviews without switching platforms.

Social tagging sorts incoming messages by topic, urgency, or product, making organization and routing faster.

Intelligent routing automatically directs questions or reviews to the right agent or department based on their skills and availability.

Real-time dashboards monitor metrics like response times, resolution rates, and customer happiness scores.

Social listening tools discover brand mentions, industry trends, and customer emotions across social media, enabling proactive engagement and feedback collection.

AI and automation manage repetitive tasks, offer personalized service, spot trends, and boost customer satisfaction.

Analytics and reporting give insights into customer behavior, performance, and satisfaction.

The Benefits of Using Social Media Customer Service Software & Platforms

Using social customer service tools brings many benefits to your team and business. They centralize interactions and streamline workflows, making it easy to track and engage with customers from one place, regardless of the platform. Key benefits include:

Improved Customer Satisfaction: Fast, personalized, and consistent responses across platforms boost customer happiness.

Increased Efficiency: Automation, centralized ticketing, and a unified inbox make workflows smoother, so teams can handle questions faster.

Better Customer Insights: Analytics, reporting, and social listening offer valuable information about customer behavior, emotions, and trends.

Enhanced Brand Loyalty: Addressing issues quickly and engaging proactively builds stronger relationships and improves brand reputation.

Reduced Response Times: Real-time tools and efficient workflows ensure quicker solutions, surpassing businesses without these tools.

Consistent Service Delivery: Omnichannel support provides a consistent experience across all platforms.

Increased Engagement & Streamlined Collaboration: Centralized management enhances operations, collaboration, and visibility. Managing multiple functions in one platform saves money.

Cost-Effective: The centralized dashboard helps identify potential leads and sales opportunities.

Increased Sales on Social Channels: Centralizing interactions ensures no request, comment, or feedback is overlooked.

Improved Visibility of Customer Interactions: These tools not only manage messages and reviews but also promote operational excellence and elevate the customer experience.

Best 15 Social Media Customer Service Platforms

Choosing the right platform depends on your specific needs and budget. Several platforms shine in 2025 for their features, capabilities, and focus on social media customer service.

1. Zendesk

Zendesk is a widely recognized platform offering omnichannel support for customer experiences. Its ticketing systems handle conversations across various channels, including social media.

Feature: It integrates social platforms with email and live chat into a unified agent platform, providing a complete customer history. Analytics offer insights into response times and agent performance. Features also include ticket routing, a knowledge base, and a self-service portal.

Pro vs Con: Pros include a user-friendly interface, service-level agreements, and dependable support. However, costs can be steep, and the system may feel complicated. Social listening can be tricky, and some report performance hiccups or inconsistent support. Security concerns have been noted.

Pricing: Pricing offers five tiers, starting at $55 per agent per month, billed annually. A 14-day free trial is available.

2. Hootsuite

Hootsuite is a platform for managing social media, providing a unified dashboard for scheduling posts, engaging users, and analyzing performance across multiple platforms. It’s perfect for businesses managing multiple accounts efficiently.

Feature: It offers a centralized workspace for handling social channels. You can schedule posts, respond to comments and messages, and track performance. AI-powered features, like a social media AI writer, help create content and suggest hashtags. Analytics, reporting, and integrations are included, along with bulk post scheduling.

Pro vs Con: Pros include ease of use, reliable support, and inbox management. A 30-day free trial is available. Cons include challenges adding functionality, missing key features, and issues with LinkedIn tagging. Enterprise support can be frustrating, and it’s costly for small businesses.

Pricing: Pricing starts at $99 per month for one user, billed annually, with a Team plan at $249 per month for three users.

3. Sprout Social

Sprout Social provides a unified platform for cross-channel customer care. It’s ideal for mid-sized businesses seeking advanced insights.

Feature: Its centralized workspace brings interactions into one dashboard. You can plan, organize, and deliver content, track campaigns, and respond to messages. It includes social listening, post management, automation, and sentiment analysis. The smart inbox gathers messages and mentions into one view, simplifying ticket delegation.

Pro vs Con: Pros include a 30-day free trial and an intuitive interface with no contracts. Cons include no free plan, high costs, and a learning curve for advanced features. Customer support can be weak.

Pricing: Pricing starts at $199 per seat per month, with the Advanced plan at $399 per seat per month for help desk integrations.

4. Solvea

Solvea, developed by VOC.AI, is an AI-powered virtual agent designed to transform customer service by automating support and enhancing efficiency for e-commerce businesses.

Feature: It offers instant, 24/7 multilingual support, seamless integration with platforms like Shopify, Zendesk, and Intercom, and real-time analytics to track customer interactions and brand health. Key features include handling thousands of conversations simultaneously, understanding complex queries with human-like accuracy, and providing tailored pre-sales recommendations to boost conversions.

Pro vs Con: Pros include rapid deployment, cost reduction, and high scalability, with users praising its ability to handle repetitive tasks, allowing teams to focus on high-value work. Cons include no free plan.

Pricing: Pricing details require contacting VOC.AI directly. A free demo is available to explore its capabilities.

5. Statusbrew

Statusbrew is designed for businesses needing efficient team collaboration on social media marketing. It’s great for team coordination.

Feature: It enhances collaboration with a centralized dashboard to assign and track tasks. Automated moderation hides negative comments, and routing sends messages to the right teams. Comprehensive analytics track team performance, and advanced scheduling and a social inbox consolidate messages.

Pro vs Con: Pros include centralized management, customizable workflows, and effective task assignment. Cons include being resource-heavy and complex to set up initially.

Pricing: Pricing starts at $69 per month, billed annually, with a 14-day free trial.

6. Zoho Desk

Zoho Desk is a help desk solution with social monitoring tools, perfect for small businesses and integrations.

Feature: Automatic ticket assignments, predefined response templates, and workflow automations are included. It integrates with social platforms and offers self-service portals, a mobile app, and built-in analytics.

Pro vs Con: Pros include scheduled posts, a content calendar, customization, a free plan, and an intuitive interface. Cons include limited hashtag tracking, competitor monitoring, and reporting. Implementation can be complex, and support is slow.

Pricing: Pricing starts at $7 per user per month, with a 15-day free trial.

7. Sprinklr Social

Sprinklr is an enterprise-level platform for large businesses aiming to enhance customer service and marketing. It’s best for global enterprises.

Feature: It offers a centralized workspace and customized AI models for omnichannel support. Enterprise-level analytics provide insights into engagement, response efficiency, and customer emotions. It integrates with X, Facebook, and Instagram, channeling interactions into one system. Automated ticket assignments and templates assist with reply times.

Pro vs Con: It caters to global enterprises with extensive integrations and analytical insights.

Pricing: Pricing details require contacting Sprinklr.

8. Freshdesk

Freshdesk helps businesses deliver service over social media, ideal for ease of use and scaling teams.

Feature: It streamlines communication by managing high volumes of inquiries across platforms in one place. Automated workflows create tickets for social messages and route them intelligently. Analytics empower agents to resolve issues quickly. Freddy AI automates responses to common inquiries.

Pro vs Con: Pros include ease of use, canned responses, and ticket grouping. Cons include search functionality, lag issues, and limited customization. The 14-day free trial and complex setup are drawbacks.

Pricing: Pricing starts at $0 for up to 10 agents, with the Growth plan at $15 per agent per month.

9. Agorapulse

Agorapulse is a social media management tool that also serves as a customer support solution, ideal for small teams.

Feature: It monitors conversations, responds efficiently, and manages brand reputation across platforms. Features include analytics, integrations, team workflows, priority support, and inbox bulk actions.

Pro vs Con: Pros include a free plan and a 30-day free trial. Cons include bugs and time-limited message responses. The lack of a unified inbox makes management complex.

Pricing: Pricing details are not provided, but a 30-day free trial is available.

10. Hiver

Hiver is excellent for small businesses using Gmail or Outlook for support, ideal for Gmail team collaboration.

Feature: It sits on top of Gmail/Outlook, offering collaboration features for scaling support teams.

Pro vs Con: Pros include a free plan and a high G2 rating (4.6/5). No specific cons are listed.

Pricing: Pricing starts at $19 per user per month.

11. LiveAgent

LiveAgent consolidates email, calls, and social media communication into one dashboard, ideal for omnichannel ticketing.

Feature: It integrates with social platforms, consolidating inquiries, feedback, and mentions. Automated workflows route queries or trigger auto-responses. Robust reporting and team collaboration are supported.

Pro vs Con: Pros include an easy-to-use interface, affordability, and flexibility. Cons include unintuitive ticket editing, too many features, and difficulty sorting calls.

Pricing: Pricing starts at $9 per agent per month, billed annually.

12. Front

Front is a social customer service tool, ideal for team collaboration and email support.

Feature: It offers a centralized inbox, omnichannel communication, and customer history profiles. Features include analytics, integrations, and knowledge base chat integration.

Pro vs Con: Pros include collaboration tools, an intuitive interface, and simple onboarding. Cons include limited reporting, complex workflows, and unhelpful AI features.

Pricing: The 14-day free trial is short. Pricing starts at $19 per seat per month.

13. Intercom

Intercom provides messaging tools, ideal for automated support.

Feature: It offers omnichannel support, AI-powered bots, analytics, integrations, and knowledge base capabilities.

Pro vs Con: Pros include a free trial and a 4.5/5 G2 rating. Cons include complex bot setup.

Pricing: Pricing starts at $29 per seat per month.

14. HubSpot Service Hub

HubSpot’s Service Hub offers comprehensive tools, ideal for marketing automation and CRM integration.

Feature: Its Social Inbox provides unified management, conversation tracking, and social monitoring. Features include ticketing, reporting, automation, post scheduling, keyword monitoring, and lead tracking. The CRM tracks all interactions.

Pro vs Con: Pros include ease of use, strong integration, and robust features. Cons include high costs, hidden fees, and limited customization. The free plan is limited.

Pricing: Pricing starts at $15 per seat per month, with a free plan available.

14. Chatbase

Chatbase is a top AI-powered chatbot platform for automating support on social media and beyond.

Feature: It trains AI chatbots on your data for aligned responses. It integrates with Facebook, Instagram, and WhatsApp, handling inquiries without human intervention. AI Actions enable tasks like booking appointments.

Pro vs Con: Pros include AI-powered automation, multi-channel support, and custom training. No cons are listed.

Pricing: Pricing starts at $40 per month, with a free tier.

15. Gladly

Gladly provides social media customer service, ideal for tracking interactions and personalized support.

Feature: AI-driven bots handle routine inquiries and escalate complex queries. It integrates with social platforms, tracking interactions in one interface. Automated workflows route queries or trigger follow-ups.

Pro vs Con: Pros include simplicity, a centralized database, and comprehensive interaction history. Cons include confusing functions and difficult integrations.

Pricing: Pricing requires contacting Gladly.

16. Salesforce Service Cloud

Salesforce Service Cloud manages social media support, ideal for enterprises. It includes email, live chat, and self-service channels alongside social media.

Feature: Add-ons like field service and AI tools integrate with Salesforce’s CRM. It offers social listening, scheduling, and analytics.

Pro vs Con: Cons include slow setup and high costs for premium plans.

Pricing: Pricing starts at $25 per user per month, billed annually.

Which Social Media Customer Service Software Is Right for Me

Selecting the right tool is crucial for providing fast, efficient support, boosting engagement, and addressing issues on customers’ preferred platforms. You need to understand your business’s needs and match them with platform capabilities.

The Different Support Models to Choose From

Customer service tools support various interaction management models, which influence your platform choice.

Multi-channel Support

Multi-channel support involves providing service across email, chat, phone, and social media, often managed in separate systems.

Omnichannel Support

Omnichannel support unifies interactions from all channels into one platform. This offers a complete view of customer history for a seamless experience.

Single-channel Support

Single-channel support manages each platform independently without a unified view.

How to Choose the Right Social Media Customer Service Software

Choosing the best tool can feel challenging. It greatly affects how well you manage your social media presence and engage with your audience. To make a smart choice, understand your needs, goals, and evaluate platforms based on key factors.

What are Your Customers Asking for

Start by identifying which platforms your customers use most. A tool that supports omnichannel service where your customers are increases satisfaction and loyalty. Consider their communication preferences.

Identify Your Specific Needs and Goals

Define your goals—whether brand awareness, traffic, engagement, or customer service—and choose a platform that adapts to your growth.

Evaluate Software & Platform Based on Features, Budget, and Scale

Evaluate tools based on features, budget, and scale. Look for managing inquiries, tracking interactions, ticketing, analytics, and collaboration. AI, automation, omnichannel support, and integrations are essential. Ensure pricing fits your budget, considering team size and add-ons. Choose a platform that grows with your business.

Also, consider ease of use, setup, data insights, and vendor support quality.

Social Media Customer Service Best Practices

Social media customer service is vital for brand reputation and loyalty. Balancing technological efficiency with genuine, personalized connections is key. Follow these best practices for the most effective, efficient, and personalized customer service:

Respond quickly: Respond quickly to show commitment to customer care. Slow replies can lose customers in today’s fast-paced world.

Respond consistently: Maintain a consistent brand voice to build trust.

Respond automatically: Use automated replies for common inquiries, freeing agents for complex issues.

Be an expert on your brand voice and values: Follow detailed style guides to align with brand values.

Leverage AI-driven social media monitoring tools: Use AI-driven tools to sort and prioritize messages and gain real-time insights.

Design a rapid response strategy: Create pre-approved response templates and escalation protocols for rapid replies.

Adopt a proactive customer engagement approach: Monitor brand mentions beyond direct interactions and use AI to spot trends.

Commit to continuous learning and adaptation: Commit to regular training for continuous improvement.

Respond professionally, take ownership of issues, use a friendly tone, and go the extra mile to delight customers.

In Conclusion

Choosing the right social media customer service tool is essential for improving your support strategy. These platforms enable businesses to centralize and streamline interactions across social media, speed up response times, increase efficiency, and gain insights into customer emotions. By carefully considering your needs, evaluating platform features, and adopting best practices, you can select a solution that saves time, improves interaction quality, and strengthens brand loyalty. The right tool acts as a strategic partner, shaping how your business connects with and serves its customers.

FAQ

Q1: What Is Social Customer Service?

Social customer service involves actively monitoring and engaging with customers on platforms where they are most vocal. Social media customer service tools help businesses manage, respond to, and track interactions. They centralize questions, interactions, and mentions into one hub.

Q2: What Is Social CRM Software?

Social CRM tools combine social media data with customer relationship management to improve engagement. They track interactions, monitor conversations, and personalize marketing. By analyzing social data, they enhance customer insights and simplify communication.

Q3: Which Social Media Platform Is Best for Customer Service?

The best platform depends on where your customers are active and their interaction preferences. X is great for real-time support and quick resolutions due to its fast-paced nature. Facebook offers robust messaging for in-depth conversations. Instagram suits visual and product-related questions. An omnichannel approach, recognizing diverse preferences, is often most effective.