If you’re running an eCommerce business in 2025, your customers are already talking to and about your brand on social media. That conversation is happening with or without you.
90% of customers say an “immediate” response is important when they have a question. In 2025, that means being ready to reply on the platforms your customers already use …platforms like Instagram, Facebook, and WhatsApp.
In other words, social media isn’t just for marketing anymore. It’s a vital part of your customer service strategy. Customers expect real-time support on the platforms they use every day, and if you can’t meet them there, they’ll go elsewhere.
That’s where social media customer service software comes in. The right tool helps you track, manage, and respond to every message in one place, keeping your team efficient and your customers happy. Let’s explore the top platforms leading the way this year.
What is Social Media Customer Service Software?
Social media customer service software is a sophisticated, AI-driven software that provides you with an insight into your customers’ activities across social platforms online. This specialized digital customer service software helps deliver solutions to meet these needs in real-time. For instance, AI-powered chatbots can resolve common queries instantly and automatically escalate more complex issues, with 92 % of teams reporting that AI saves time resolving customer issues, according to Hubspot.
Social media customer service software also incorporates customer insights from social media into your wider customer service program. It notifies your customer service team of customer issues raised across social media platforms so that they can be resolved efficiently.
For example, if a customer posts about your brand, the software helps support your existing human-led customer support by identifying the post and helping to flag and resolve any issues. This is either directly on the social platform or by taking it to email or telephone to provide resolution through one of these other channels.
10 Platforms to Power Your 2025 Social Support
There are several ways in which social media customer service software can help your overall customer service program:
1. Analytics
One way in which social media customer service software can help is by providing sophisticated analytics and insights into what your customers are saying about your company or brand online, and what kind of help they might need.
By sifting through online data, the software can provide you with key insights about your customers by being able to ‘listen’ to what customers are saying on social media as well as gathering data on your customer too. This process, known as social listening, is fundamental to a proactive support strategy.
This helps you understand your customers, demographics, and the main pain points (or primary areas of satisfaction) and then address them appropriately.
2. Chatbot
Chatbots are automated, live online helpers based in artificial intelligence (AI), which help provide answers to your customers’ frequently asked questions. They are also a standard offering of social media customer service software.
Chatbots can be useful because they offer your customers instant online support. They help you demonstrate responsiveness to your customers by providing immediate answers to their everyday questions and issues.
For more complex questions that cannot be immediately resolved, chatbots can create helpdesk tickets, which will escalate the issue to a real, live customer support agent to provide further help during business hours.
3. Social Scheduling and Publishing
Social media customer service software often also includes a publishing tool, where you can schedule social media messages to publish at a specific time. This is helpful when you’re crafting a solid social media strategy ahead of time to engage with your customers.
What social media platforms do customer service use?
In 2025, eCommerce brands that want to be available for their customers on the most widely used social media platforms need to integrate their help desk and support teams with:
- X
Of course, this may change over time, but by choosing an eCommerce help desk that is actually built for eCommerce and social media customer service, you’ll future-proof your tech stack and ensure you can natively integrate with whatever are the most popular social channels today.
Improving your Standard Customer Service with the Right Software
Social media customer service software isn’t meant to replace traditional customer service provided by humans! It is intended to efficiently support it. Social media is typically part of a multichannel customer service strategy that may include a call center, email support tickets, live chat, and even a self-help portal. A great social media customer service platform assists with the social side while integrating efficiently with your other customer service channels.
It’s Still About Helping People, Quickly and Effectively
Like traditional customer service, social media customer service centers revolve around providing customers with the best possible service by responding to queries and issues in a timely, helpful fashion.
However, social media customer service differs from traditional customer service. Customer support focuses on social channels such as Facebook, and X. It employs digital tools such as social listening, tracking, and online alerts to identify and respond to all customers who have questions or problems. Its ability to monitor is invaluable.
By paying attention to what people are saying about your business or brand online, a social customer service platform can offer support to everyone talking about the company online, even those who haven’t contacted you directly!
Proactive Support Turns Problems into Wins
For example, if you notice a user on X is posting about a problem with your product or service, even if they haven’t contacted you specifically, by employing social media customer service you can reach out to that user and help solve their problem. This ensures their social media post turns around and becomes a positive experience of your business, product, or service instead.
It also relies on sophisticated automation and machine learning to identify and answer frequently asked questions. Where social media customer service software cannot solve a more complex, multi-layered customer problem, it can flag the issue to a real live human so that it can be resolved efficiently during business hours, ensuring that no customers fall through the cracks.
How Can Social Media Customer Service Software Help Your Business?
Social media customer service software can help your business understand who your customers are. This is effective by the real-time insights into your customer demographics and attitude to your brand online.
Social media customer service software also helps improve your relationships with your customers, since it flags conversations, both good and bad, prioritizing them for you to respond to appropriately. The software can identify frequently asked questions or recurring problems, which assists in product development and improves your own customer support.
Speed and Accessibility Matter the Most
When it comes to resolving issues, these social media customer service tools make sure that any problems are addressed quickly, either through chatbots (if possible) or by creating tickets for your customer service team to deal with promptly. Because it makes customer service more easily accessible, it creates a better customer experience, and, perhaps most importantly, creates a two-way dialogue online between your company and your customers.
When you use social media customer service software, the net result is that you get a positive dialogue with your customers online.
This not only wins the goodwill of your existing customers but results in other, prospective customers also viewing your company or brand in a more favorable light, thus improving your brand value overall.
This is especially important because the conversations happening with your customers online are public, and every individual interaction can influence how the general public perceives your brand. By using the right tools to take control of the conversations happening about your brand on social media, you’re helping shape a positive public perception of your brand.
Top Social Media Software Support Features to Look For in 2025
Besides the main functionality mentioned above (analytics, chatbots, and social scheduling and publishing), there are other key support features offered by most social media customer service software solutions. Most will have one or more of these features and capabilities:
- Rapid, real-time customer service responses consolidated into one unified platform.
- Notifications and alerts to address spikes in requests and to monitor sensitive or contentious social media situations.
- Intelligent AI which is capable of offering personalization and minimizing errors, a trend that industry analysts predict will reshape customer interactions.
- A robust suite of analytics capabilities designed to identify your brand’s strengths, weaknesses, and opportunities to improve your social media strategy.
What to Consider When Choosing Social Media Customer Service Software
When choosing the social media customer service software that is right for your business, you’ll need to consider your company’s specific needs to find the right fit. Volume is likely to be the main consideration! Having an idea of the number of customer queries and mentions that will require addressing on social media will help you understand the service you need.
Whether or not you conduct customer transactions within various time zones around the world is another consideration. If this is the case, you may need software that can offer instant chatbot support to customers outside the time zones of your human customer support agents.
Plus, if you have customers globally, you may also require software that supports multiple languages and can monitor analytics across numerous social media platforms in different countries and language types.
How Much Does Social Customer Service Software Cost?
Because social media customer service software is offered as a service, the cost associated is usually priced monthly.
The cost for social media customer service software ranges from:
- A free (very limited) entry-level offering to $19/agent/month
- $99/agent/month for a basic offering
- Up to $499/agent/month or more for software with more advanced features and capabilities.
The 10 Best Social Media Customer Service Software Products for 2025
The best platforms for social media customer service range from simple, cost-effective tools to advanced, enterprise-ready solutions.
We’ve handpicked 10 leading options based on user reviews, feature sets, pricing, and relevance to eCommerce brands in 2025. Some are all-in-one platforms, others specialize in speed, automation, or integrations. All are worth considering depending on your needs.
1. eDesk
eDesk is the eCommerce helpdesk that centralizes customer support queries from your webstore, marketplaces like Amazon, eBay, Walmart, Etsy and Cdiscount, and your social channels into one simple dashboard.
eDesk helps you support your customers and protect your reputation on social media by connecting Facebook, Instagram, and X to one centralized shared inbox. Customers include Suzuki, HP, PayPal, Carparts.com and Superdry.
eDesk offers pricing from $49 per user per month for its professional plan, and new customers can avail of a free 14-day trial, no credit card needed.
2. Verint Social (formerly Conversocial)
Verint acquired Conversocial, integrating its powerful messaging capabilities into the broader Verint Customer Engagement Platform. Now known as Verint Social, it is a social customer service software that enables you to engage in large volumes of social media conversations with your customers by supporting social media channels, live chat, and text-based communication.
Using intelligent software that can tap into social messaging and voice channels, Verint powers conversational customer experiences for customer service and sales and marketing by offering a seamless, integrated solution for AI-driven bots and human agent-based customer engagement. The cloud-based software combines intelligent prioritization with team management workflows.
3. Sprout Social
If your business is set to scale quickly, Sprout Social may be the answer to your social media customer service software needs. Sprout Social offers an all-in-one social management solution that allows customers to maximize their social media strategy by better connecting with audiences and streamlining publishing workflows.
It also offers real-time collaboration and provides meaningful analytics and insights based on available social data, all at scale. It supports English, French, Italian, Portuguese, and Spanish languages.
Its ‘Standard’ plan begins at $249 per month for one user, with its ‘Professional’ plan offering more features for larger teams.
4. Zoho Desk
Zoho Desk is built to help you provide excellent customer service by prioritizing and managing a high volume of customer support requests across several different channels. It allows you to create a knowledge base over time, and analyze and improve the performance of your customer support team through intelligent machine learning.
Zoho Desk’s flexible, cloud-based help desk support software with Contextual AI allows you to provide streamlined, superior customer service support. It supports German, English, French, Japanese, Portuguese, Russian, Spanish, Turkish, and Chinese (Simplified) languages.
Zoho Desk offers a free pricing model for up to three agents; its standard pricing model starts at $14 per agent, per month.
5. Gorgias
Built specifically for eCommerce stores, Gorgias is a leading customer service helpdesk that excels at social media integration. It centralizes support from channels like Facebook, Instagram (including comments, DMs, and ad comments), and WhatsApp into a single view.
Gorgias uses AI and automation to answer common questions instantly, tag tickets, and detect customer intent. Its deep integration with Shopify, Magento, and BigCommerce allows agents to view order details and issue refunds without leaving the helpdesk.
Pricing starts with a Basic plan suitable for small stores, with plans scaling up based on ticket volume.
6. Front
If you’re after a simple, entry-level solution, Front may be just the choice for your business. Front allows you to streamline your customer service support by helping bridge email and apps together in a collaborative customer communication platform. More than 8,000 clients use Front to cultivate personalized customer relationships at scale.
Prices start at $19 per user, per month for the most basic pricing plan.
7. Salesforce Service Cloud
A social media customer service software from CRM leader Salesforce is bound to pack a punch. Indeed, its Service Cloud platform lives up to the heritage of its name, allowing you to engage customers at the right time across any digital channel. That includes mobile messaging, web chat, social networks, and more, to provide a seamless service experience across channels. It’s a powerful, enterprise-grade solution for companies already in the Salesforce ecosystem.
8. Sprinklr
Sprinklr offers the world’s ‘first unified front office for modern channels.’ It allows you to consolidate dozens of social and messaging channels and hundreds of forums, blogs, reviews, and news sites online into one comprehensive platform. This supports your company’s marketing, advertising, customer service, and engagement initiatives under its Unified-CXM (Customer Experience Management) model.
Sprinklr uses AI to run its platform and facilitate collaboration to share data and reduce silos across teams within your organization. The company has 24 offices across 16 countries.
9. LiveAgent
LiveAgent allows you to personalize your customer interactions with an all-in-one help desk solution. Its live chat software is a USP, and it boasts the fastest chat widget on the market.
LiveAgent’s clients include BMW, Yamaha, Huawei, and Oxford University. Its pricing includes an entry-level free package with limited support. Higher levels of support progressively add features, with its all-inclusive package pricing at $49 per user, per month.
10. Gladly
Gladly prides itself on personalized customer service by offering a solution designed with people at its center. Rather than operating a case-centric solution, Gladly enables lifelong customer conversations across multiple channels, meaning each customer is treated uniquely and case history is retained.
Gladly ambitiously aims to deliver exceptional customer experiences, increase contact center generated revenue, and cut technology costs by moving to an all-in-one customer service solution. Its customers include JetBlue, JOANN, and TUMI. Pricing is available upon request.
Final Thoughts
Social media customer service is not necessarily a new concept. Yet, many companies still do not integrate social into their multi-channel customer support, and in this day and age, it is a requirement to do so. A modern social customer service software is essential for this.
Whatever your business’s size, you can benefit from integrating social media into your broader, cross-channel customer service strategy. Offering a seamless customer service solution is more crucial now than ever before when customers are online and talking to and about your brand in real-time.
Companies looking to streamline their social media support and reduce pressure on their teams are turning to eDesk. It brings every message, order detail, and social channel into one smart inbox, making it easier to respond quickly and consistently, all without switching tabs or missing a beat.
If you want to stay ahead of customer expectations and keep your brand reputation strong, book a demo with eDesk today and see how it can transform your customer support.
