Source: http://www.socialmediaexaminer.com/8-social-tools-to-listen-and-interact-with-customers/
Failing to read and respond to your website visitors (and potential customers) immediately and properly is simply bad for your business. However, there are some online tools today that can enable you to be on top when it comes to social listening and providing better customer experience.
Social tools that make listening and interacting with customers easier
These online social tools include the following:
Respond. This tool, which you can use on Buffer, is considered by many the simplest user tool exclusively for social customer service. However, it focuses only on Twitter. With this tool, you can respond to customers, review chat history, and follow or block users.
Hootsuite. This social media scheduling tool also makes it easy for businesses to follow conversations for customer service. This social tool is highly recommended for businesses that have one-person response teams.
Sparkcentral. This online customer service tool helps users communicate with their customers across Twitter, Facebook, and Instagram in real time. It also has capabilities that can support needs as they arise. One of the most complete social tools, the company calls itself a “channel-agnostic customer engagement platform” since it can focus on social media and at the same time, support in-app messaging for team members.
Lithium. Lithium is designed to manage customer service at scale. It will allow company representatives to respond directly to customers, engage, and even route issues to the responsible team members. Its capability of building templated content allows users easy access to macros for frequently asked questions.
Sprout Social. Although this tool is mostly used for social media marketing, it also has great features for social customer service. Sprout Social’s dashboard allows users to see Tweets and Facebook posts where team members can respond to them promptly. The tool also allows service teams to access data such as customer history and their involvement.
Sprinklr. This online platform is an enterprise solution that enables users to build relationships with customers through monitoring, listening, and customer service. By using this tool, you can engage across social channels, communities, web portals, mobile apps, and retail kiosks.
Nudgespot. Nudgespot is an in-app messenger that allows users to engage with site operators and customers to engage with site operators. It is similar to live chat with less real-time demand and more customer insights. With this tool, team members can talk to customers and respond to their needs and team members can see the conversation on the dashboard.
Intercom. Intercom is also an in-app messenger that offers similar features to Nudgespot and has pretty cool data. You can easily access key data points such as the visitor or customer’s name, email, the number of sessions they’ve had on your website, the date and time they were last seen, the country they’re from, the browser they used, etc.