It’s normal to dread dealing with customer service. From long hold times to unanswered emails, it can be an unpleasant experience. Traditionally, customers call a toll-free support number or send an email to the help desk and wait for a response. But social media continues to reshape the typical customer service experience for the better. More customers are turning to social media for their customer service, which creates a goldmine of valuable insights into the customer experience. In fact, The 2023 State of Social Media report shows 62% of business leaders use social media to inform their customer service strategy.
With the rise of customer care requests in direct messages (DMs), comments and posts, brands need a way to manage them all while providing a stellar experience. Enter: customer service social media tools.
These solutions streamline managing customer requests from social with automated workflows, universal inboxes and assistance powered by artificial intelligence (AI). These tools enable brands to deliver better customer support and a positive experience by optimizing support teams’ workflows so they can engage with customers faster and more efficiently.
In this list, we’re breaking down six top-notch social media customer service solutions to help you find the right tool for delivering customer support across networks.
