Top Social Media Customer Service Software to Elevate Your Brand in 2025

When it comes to handling customer queries efficiently, having the right social media customer service software can make or break your brand’s reputation. With millions of conversations happening online, you don’t want to miss a beat. Let’s dive into the best tools that can help you stay on top of customer support!

Table of Contents

• Why Social Media Customer Service Software is a Must-Have in 2025
• Key Features to Look for
• Top Free & Paid Social Media Customer Service Tools
• Best Social Media Helpdesk Software
• Top AI-Powered Social Media Support Software
• Most User-Friendly Platforms for Small Businesses
• Best Solutions for Large Enterprises
• Free Social Media Customer Service Software: Worth It?
• How to Choose the Right Tool
• The Future of Social Media Customer Service

Why Social Media Customer Service Software is a Must-Have in 2025

Social media isn’t just for marketing anymore—it’s where customers expect real-time support. Brands that use powerful social media customer service software can improve response times, boost customer satisfaction, and build long-term loyalty.

Key Features to Look for

When choosing the right social media customer service software, you want to make sure it has all the essential features to keep your customer interactions smooth and efficient. Let’s break down the key features you should be looking for to make your support game top-notch!

1. AI-Powered Chatbots - The days of making customers wait are over! AI chatbots can handle common inquiries instantly, offering 24/7 support even when your team is offline. This not only improves response times but also helps filter out basic queries so your human agents can focus on more complex issues.

2. Omnichannel Integration - Your customers aren’t just on one platform—they’re everywhere! The best social media customer service software should allow you to manage messages from Facebook, Instagram, Twitter, LinkedIn, and even WhatsApp in one centralized dashboard. No more switching between apps and missing important messages!

3. Automated Ticketing System - Keeping track of customer inquiries manually? That’s a nightmare! An automated ticketing system ensures that every issue is logged, assigned, and resolved efficiently. This helps prevent customer messages from slipping through the cracks and keeps your support team organized.

4. Social Listening & Monitoring - Sometimes, customers don’t tag you directly when they talk about your brand. Social listening tools help you track brand mentions, keywords, and sentiment analysis so you can jump in when necessary. It’s like having superpowers to understand what people are saying about your business in real-time!

5. Seamless CRM Integration - A good social media customer service software should sync with your existing CRM, allowing your team to access customer history, past interactions, and preferences. This makes personalized support much easier and helps build stronger customer relationships.

6. Collaboration & Team Management - If you have multiple team members handling customer service, you need software that allows seamless collaboration. Look for features like agent assignments, internal notes, and escalation options so that customer issues get resolved faster without confusion.

7. Analytics & Reporting - You can’t improve what you don’t measure! The best software comes with built-in analytics to track response times, customer satisfaction rates, and agent performance. With these insights, you can fine-tune your support strategies and keep improving over time.

8. Customizable Responses & Templates - Speed is everything in customer service! Having a library of pre-written responses for common inquiries can save your team a ton of time while ensuring consistency in messaging. Bonus points if the software allows you to personalize templates with customer names and details!

9. Multi-Language Support - If your business serves a global audience, multi-language support is a game-changer. The right tool should be able to detect languages automatically or let your team easily switch between languages to cater to different customer needs.

10. Scalability & Flexibility - As your business grows, your support system should grow with it. Choose software that offers flexible plans, integrations, and add-ons so that you’re not stuck with limitations as your customer base expands.

At the end of the day, the right social media customer service software should help you provide faster, smarter, and more personalized support. Keep these features in mind when making your choice, and you’ll be on your way to happier customers and a more efficient support team!

Top Free & Paid Social Media Customer Service Tools

When it comes to managing customer interactions on social media, choosing the right social media customer service software can make a world of difference. Whether you're looking for free tools to get started or premium solutions with advanced features, there’s something out there for every business. Let’s break down some of the best free and paid options available!

1. Hootsuite (Paid with Free Plan Available) - Hootsuite is one of the most well-known platforms for social media management, offering a free plan with basic features. The paid version unlocks powerful analytics, automated scheduling, and team collaboration tools, making it a great choice for businesses of all sizes.

2. Zoho Desk (Free & Paid Plans) - If you're looking for a tool that combines social media support with a full-fledged helpdesk, Zoho Desk is a solid pick. The free plan is great for small teams, while the paid versions offer AI-powered automation, multi-channel support, and detailed reporting.

3. Freshdesk (Paid with Free Trial) - Freshdesk is an excellent choice for businesses that want a dedicated social media customer service software. It integrates seamlessly with platforms like Facebook and Twitter, allowing for efficient ticket management and automated responses.

4. Sprout Social (Paid with Free Trial) - Sprout Social is a premium tool offering robust social listening, analytics, and team management features. While there’s no free plan, the free trial lets you test out its capabilities before committing to a subscription.

5. Buffer (Free & Paid Plans) - Buffer is a fantastic option for businesses that need an easy-to-use social media management tool with basic customer engagement features. The free plan is great for startups, while the paid plans offer more scheduling options, analytics, and team collaboration tools.

6. Tidio (Free & Paid Plans) - Tidio is an excellent live chat and chatbot tool that integrates with social media platforms, allowing businesses to automate and manage customer conversations effectively. The free version offers chatbot functionalities, while the paid versions come with advanced automation and integrations.

7. HubSpot Service Hub (Paid with Free Tools) - HubSpot provides free customer service tools, including ticketing and live chat, but its paid version offers deeper integrations, automation, and AI-powered customer insights, making it a powerful solution for growing businesses.

8. LiveAgent (Paid with Free Plan) - LiveAgent is a feature-rich helpdesk solution with social media integration. The free plan includes basic ticketing, while the paid versions unlock automation, live chat, and call center functionalities.

9. Kustomer (Paid with Free Trial) - Designed for brands that prioritize customer experience, Kustomer offers AI-driven customer service with social media integration. The free trial allows businesses to test its capabilities before upgrading to a paid plan.

10. Respond.io (Paid with Free Plan) - Respond.io is perfect for businesses that handle customer messages across multiple channels, including social media. The free plan is great for startups, while premium plans provide automation, integrations, and AI-powered support.

Choosing the right social media customer service software depends on your business size, budget, and customer engagement needs. Free tools are great for getting started, but as your brand grows, investing in a paid solution can provide more efficiency and better customer experience!

Best Social Media Helpdesk Software

Providing top-notch customer support on social media requires the right tools. The best social media helpdesk software can help businesses manage inquiries, respond faster, and improve overall customer satisfaction. Here are some of the top helpdesk solutions available today:

1. Zendesk - Zendesk is one of the most widely used customer service platforms, offering seamless social media integrations. With its AI-powered automation, ticketing system, and multi-channel support, it’s a great choice for businesses looking for a comprehensive solution.

2. Freshdesk - Freshdesk is a user-friendly helpdesk platform that allows businesses to streamline customer queries across multiple social media channels. It offers automation, ticketing, and collaboration features to help teams provide efficient support.

3. Sprinklr - Sprinklr is an enterprise-grade solution designed for large businesses handling high volumes of social media interactions. It provides advanced AI-driven insights, sentiment analysis, and automated workflows to enhance customer engagement.

4. Hootsuite Inbox - Hootsuite Inbox is a social media customer service software designed to consolidate messages from various social platforms into a single dashboard. It helps teams track conversations, assign messages, and respond quickly.

5. Kustomer - Kustomer takes a customer-centric approach to helpdesk solutions, offering AI-driven automation, omnichannel support, and CRM integration. It’s ideal for businesses that want to personalize customer interactions.

6. Zoho Desk - Zoho Desk is a cost-effective helpdesk software that integrates with social media platforms like Facebook and Twitter. It provides automation, chatbots, and ticketing systems to simplify customer service operations.

7. LiveAgent - LiveAgent is a robust helpdesk platform offering live chat, ticketing, and call center functionalities. Its social media integration ensures that businesses can manage customer inquiries efficiently from one place.

8. Helpscout - Helpscout is a simple yet powerful helpdesk tool that allows teams to manage customer queries seamlessly. Its intuitive interface and automation features make it a great choice for small and mid-sized businesses.

9. Front - Front combines email, social media, and messaging platforms into a single collaborative inbox. It helps teams manage conversations efficiently, ensuring timely and personalized responses.

10. Salesforce Service Cloud - As part of the Salesforce ecosystem, Service Cloud offers AI-driven customer support tools, social media integration, and analytics to enhance customer interactions.

Choosing the best social media helpdesk software depends on your business size, customer service needs, and budget. Whether you’re a small startup or an enterprise-level company, investing in the right tool can significantly improve your social media customer service experience!

Top AI-Powered Social Media Support Software

Managing customer interactions on social media can be a full-time job, and let’s be real—no one wants to be glued to their phone 24/7 answering the same questions over and over again. That’s where AI-powered social media customer service software comes in. These tools help you automate responses, manage support tickets, and keep your audience happy without losing your sanity. So, if you're looking to level up your social media game, check out these top AI-driven solutions:

1. Zendesk
   Zendesk isn’t just a customer service giant; it also offers killer AI-powered social media customer service software. Its AI chatbots handle FAQs, categorize inquiries, and escalate complex issues to real humans. The best part? It integrates with Facebook, Twitter, and Instagram, so you can manage all your customer interactions from one place. Say goodbye to app-hopping!

2. Freshdesk
   Freshdesk brings AI magic to your social media support with its Freddy AI assistant. This smart tool can automatically reply to customers, suggest solutions, and even detect customer sentiment. If someone’s about to rage-quit your brand, Freddy gives you a heads-up so you can swoop in and save the day. Plus, it syncs beautifully with social media platforms to streamline customer support.

3. Sprinklr
   If you want an all-in-one social media customer service software, Sprinklr is a beast. It uses AI to analyze customer interactions, predict concerns before they blow up, and automate responses. This tool is perfect for big brands that handle thousands of social media inquiries daily. You get sentiment analysis, auto-routing to the right agents, and even a chatbot that feels more human than most humans!

4. Hootsuite Inbox
   Hootsuite isn’t just about scheduling posts—it’s also got an AI-powered inbox that helps manage customer interactions across multiple social media channels. With automated message sorting and smart suggestions for replies, you can clear out your inbox in no time. It’s a great pick if you’re already using Hootsuite for content management and want to add customer support into the mix.

5. Drift
   While Drift is mostly known for conversational marketing, its AI-powered chatbot also shines in social media customer support. It learns from past conversations to deliver better responses over time, making sure your customers get accurate info fast. Whether it’s handling FAQs, booking appointments, or escalating issues, Drift keeps things smooth and efficient.

6. Kustomer
   Kustomer is all about AI-driven, personalized customer service. It combines social media interactions, emails, and chat messages into one smart dashboard. With AI handling common inquiries, you and your team can focus on delivering next-level support where it really matters. Plus, its chatbot is seriously good at understanding context, so your customers get relevant answers instead of generic replies.

7. LivePerson
   If you’re looking for AI-powered messaging at scale, LivePerson is a top-tier option. It connects with social media DMs and comments, making customer service smoother and faster. The AI chatbot can answer FAQs, process orders, and even resolve complaints—without making customers feel like they’re talking to a robot.

AI-powered social media customer service software isn’t just a fancy add-on—it’s a game-changer. Whether you’re handling a handful of messages or drowning in DMs, these tools can make life easier while keeping your customers engaged and satisfied. So, which one are you trying out first?

Most User-Friendly Platforms for Small Businesses

When you’re running a small business, juggling a million things at once is just part of the game. And when it comes to social media, you need a platform that makes your life easier—not one that adds to the chaos. That’s where user-friendly social media customer service software comes in. The right platform will help you stay on top of customer interactions, manage multiple channels effortlessly, and actually enjoy the process. So, let’s break down some of the best options out there!

1. Hootsuite
   If you want something simple yet powerful, Hootsuite is a solid choice. It’s great for managing multiple social accounts in one place, scheduling posts in advance, and keeping track of customer messages without hopping between apps. Plus, the dashboard is super intuitive, meaning you don’t have to be a tech genius to figure it out. Bonus: it comes with solid analytics tools to track what’s working and what’s not.

2. Sprout Social
   Sprout Social is another top-tier option for small businesses looking for a smooth experience. It’s not just a scheduling tool—it’s also a fantastic social media customer service software. The Smart Inbox feature lets you manage all your social messages from one place, making it easy to respond quickly and keep customers happy. Plus, it has powerful reporting tools that give you insights into customer behavior, helping you fine-tune your strategy.

3. Zoho Social
   If affordability is high on your priority list, Zoho Social is a budget-friendly choice that doesn’t skimp on features. It offers seamless scheduling, monitoring, and analytics tools. But what really sets it apart is its collaboration features. If you’re running a small team, you’ll love how easy it is to coordinate with everyone. And, of course, it integrates well with other Zoho products, which is a plus if you’re already using their CRM or email services.

4. Buffer
   Buffer keeps things minimalistic and stress-free. If you don’t want to deal with overly complicated dashboards, this is a dream come true. You can schedule posts, track engagement, and handle customer interactions without feeling overwhelmed. The interface is clean and user-friendly, making it a great pick for solopreneurs or small teams that just want to get things done without a learning curve.

5. HubSpot Social Media Management
   HubSpot is more than just a marketing tool—it also doubles as a fantastic social media customer service software. If you’re already using HubSpot for email marketing or CRM, adding their social media tool makes perfect sense. It helps you track customer interactions across platforms, so you always have the full picture when responding to inquiries. Plus, it comes with automation features that can save you a ton of time.

6. Sendible
   Sendible is ideal if you’re managing multiple clients or brands. It’s designed for agencies but works great for small businesses too. The platform allows you to customize your dashboard, schedule content with ease, and manage all your social messages in one place. It even has built-in analytics to measure engagement and performance, which helps you tweak your strategy on the go.

At the end of the day, the best social media customer service software is the one that makes your life easier. Whether you need a simple scheduler, a full-blown analytics tool, or a seamless customer service solution, there’s something out there that fits your business. So, go ahead—pick one, try it out, and make managing social media a breeze!

Best Solutions for Large Enterprises

When you're managing social media for a large enterprise, things get complicated fast. We’re talking about handling thousands—maybe even millions—of customer interactions across multiple platforms daily. And if you don’t have the right social media customer service software, you’re in for a nightmare. Big companies need scalable, efficient, and AI-powered solutions to keep up with the demand. So, let’s break down the best solutions that actually work for large enterprises.

1. AI-Driven Chatbots for Instant Responses
   Nobody likes waiting—especially not your customers. AI-driven chatbots can handle high volumes of inquiries instantly, 24/7, without human intervention. The best part? They’re smart enough to answer FAQs, route complex issues to human agents, and even personalize responses based on customer history. Platforms like Zendesk, Sprinklr, and Freshdesk integrate AI-powered bots seamlessly to improve response time and take the load off your human agents.

2. Omnichannel Support for Seamless Interactions
   Customers don’t just message you on Twitter and call it a day. They DM on Instagram, drop a complaint on Facebook, send an email, and maybe even leave a review on Google. The last thing you want is for your agents to juggle multiple dashboards. A solid social media customer service software should unify all conversations in one place, making it easy to track interactions and maintain consistency. Big names like Hootsuite, Sprout Social, and Khoros are perfect for this because they provide a single dashboard to manage everything.

3. Automated Workflows for Efficiency
   Managing a social media team in a large enterprise isn’t just about answering messages—it’s about assigning the right tasks to the right people, tracking performance, and making sure nothing slips through the cracks. Software like Salesforce Service Cloud or LiveAgent helps automate workflows, ensuring that high-priority issues get addressed first, reducing response times and keeping customers happy.

4. Advanced Analytics to Track Performance
   You can’t improve what you don’t measure. Large enterprises need data-driven insights to monitor response rates, customer sentiment, and agent performance. Social media customer service tools like Brandwatch and Socialbakers provide in-depth analytics, so you can tweak your strategy based on real-time customer feedback. The more insights you have, the better you can optimize your service.

5. Enterprise-Grade Security & Compliance
   When you're dealing with thousands of customer interactions, security is a non-negotiable. Large-scale social media customer service software must include features like data encryption, GDPR compliance, and role-based access controls to keep customer information safe. Solutions like Sprinklr and Salesforce excel in security, making them top choices for enterprises that need airtight data protection.

6. Integration with CRM & Helpdesk Systems
   No enterprise wants a disconnected workflow. Your social media customer service software should integrate seamlessly with your CRM (like HubSpot, Salesforce) and helpdesk tools. This ensures that customer history is readily available, making interactions more personalized and efficient. Plus, with CRM integration, your team can track long-term customer interactions, boosting retention and loyalty.

7. Scalability to Handle High Volume
   A small business might handle a few hundred inquiries daily, but a global brand? You’re looking at tens of thousands. Your software must be built to scale—capable of handling multiple agents, high message volumes, and automated responses without crashing. Khoros, Sprinklr, and Zoho Desk are all excellent choices because they grow with your business needs.

Final Thoughts

Large enterprises can’t afford to mess around with outdated customer service tools. To keep up with the demand, you need a powerful, AI-driven, omnichannel solution that automates tasks, streamlines workflows, and integrates seamlessly with existing systems. Investing in the right social media customer service software isn’t just about efficiency—it’s about keeping customers happy, engaged, and loyal to your brand. So, if your company is still handling DMs manually, it’s time for an upgrade!

Free Social Media Customer Service Software: Worth It?

When it comes to social media customer service software, you’ve got two options: go big with a premium platform or try out a free solution. But is free software actually worth it? Or will you end up dealing with limitations that cost you more in the long run? Let’s break it down.

1. What You Get with Free Social Media Customer Service Software

If you’re a small business or just starting, free tools can definitely help. Many free versions offer:

• Basic social media inbox management (so you can reply to messages in one place)
• Limited automation (like autoresponders)
• Simple analytics (to track engagement and response times)
• Integration with a few platforms (like Facebook and Twitter, but usually not all major ones)

Some popular free options include Hootsuite Free, Zoho Desk Free Plan, and HubSpot’s free tools. They’re great if you’re not handling a huge volume of messages daily.

2. The Limitations That Might Cost You

Free software has its perks, but it also comes with serious trade-offs:

• Limited features – You probably won’t get AI chatbots, CRM integrations, or advanced automation.
• User restrictions – Many free plans cap the number of agents who can use the tool.
• Fewer integrations – If you want to connect to a CRM, email, or helpdesk, you might need a paid upgrade.
• Data & analytics limits – You’ll likely get only basic reporting, making it hard to track performance.

If you’re running a growing business or a large brand, these restrictions could slow you down.

3. When Free Software Makes Sense

• If you’re a small business with a low volume of messages, free software is a solid starting point.
• If you’re testing different tools before committing to a paid plan.
• If your budget is tight, and you just need something to manage basic interactions.

4. When You Should Invest in Paid Software

• If you’re handling high message volumes and need automation to keep up.
• If you want seamless CRM and helpdesk integrations for a smoother workflow.
• If you need analytics and insights to measure customer satisfaction and improve response times.
• If security and compliance matter, especially for enterprises dealing with sensitive customer data.

Final Verdict: Free vs. Paid?

Free social media customer service software can work if you’re small and don’t need fancy features. But for businesses serious about scaling and improving customer experience, investing in a paid platform is 100% worth it. The right tool saves time, improves efficiency, and keeps customers happy—something no free software can fully deliver.

How to Choose the Right Tool

Choosing the right social media customer service software can feel overwhelming with so many options out there. The last thing you want is to invest time (or money) into a platform that doesn’t fit your needs. So, how do you make the right choice? Here’s a step-by-step guide to help you pick the best tool for your business.

1. Assess Your Business Needs

Before diving into features, take a step back and figure out what you actually need. Ask yourself:

• How many social media platforms do we manage?
• How many customer inquiries do we get daily?
• Do we need automation, chatbots, or integrations with a CRM?
• Are we a small business, mid-sized company, or a large enterprise?
  Knowing your requirements upfront will help narrow down your choices.

2. Look for Omnichannel Support

Customers don’t just contact you on one platform—they use Facebook, Instagram, Twitter, WhatsApp, email, and more. The right tool should unify all these messages into a single dashboard, so your team doesn’t waste time switching between platforms.

3. Check Automation & AI Features

If your business gets tons of messages daily, manual replies won’t cut it. Look for software that offers:

• AI-powered chatbots to handle common inquiries
• Automated ticketing to assign issues to the right team members
• Pre-set responses to speed up replies for FAQs

Tools like Zendesk, Sprinklr, and Freshdesk offer advanced automation to keep response times low.

4. Prioritize Integration with Other Systems

Your social media customer service software shouldn’t work in isolation. It needs to integrate with your:

• CRM (like Salesforce, HubSpot, or Zoho) for customer history tracking
• Helpdesk software (like Zendesk or Freshdesk) for better issue resolution
• Marketing tools to align customer service with campaigns

The more integrations, the smoother your workflow.

5. Consider Analytics & Reporting

Data is everything. You need insights to track response time, customer satisfaction, and agent performance. Look for tools that provide:

• Real-time dashboards
• Sentiment analysis (to gauge customer emotions)
• Customizable reports to improve your strategy

Platforms like Brandwatch and Socialbakers offer powerful analytics to measure success.

6. Think About Scalability

Your business will grow—so should your software. Choose a platform that can handle increasing message volumes, more agents, and additional integrations as your company expands.

7. Don’t Ignore Security & Compliance

If you’re handling sensitive customer data, security is a must. Check if the software offers:

• Data encryption
• GDPR compliance (especially if you operate in Europe)
• Role-based access controls to protect customer information

8. Compare Pricing & Free Trials

Budget matters! Some tools offer free plans, while others have tiered pricing based on features. Always:

• Compare pricing plans and what’s included
• Take advantage of free trials to test usability
• Read reviews to see if the tool is worth the investment

Final Thoughts

The best social media customer service software is the one that fits your business needs, scales with you, and improves efficiency. Don’t rush the decision—test a few options, compare features, and go with the tool that makes life easier for your team and your customers.

The Future of Social Media Customer Service

Social media customer service is evolving fast, and if businesses don’t keep up, they’ll get left behind. Customers now expect instant responses, personalized interactions, and 24/7 availability—and companies that can’t deliver will lose them to competitors. So, what does the future of social media customer service software look like? Let’s dive into the trends that will shape customer support in the coming years.

1. AI and Chatbots Will Take Over Basic Inquiries

Gone are the days when businesses had to reply to every single message manually. AI-powered chatbots are already handling frequently asked questions, processing orders, and even troubleshooting issues without human intervention. In the future, expect chatbots to become even smarter, using machine learning to understand customer emotions and personalize responses. Platforms like Zendesk, Freshdesk, and Sprinklr are already leading the way with AI-powered automation.

2. Hyper-Personalization with Data & Predictive Analytics

Customers don’t want generic responses—they want businesses to remember their preferences, past issues, and interactions. The future of social media customer service software lies in predictive analytics, where AI will analyze customer behavior and suggest solutions before they even ask for help. Imagine a system that knows a customer had an issue last time and proactively offers a discount or a solution before they even complain.

3. Social Commerce & Customer Service Will Merge

More people are shopping directly on social media, so brands will need seamless customer service integration within platforms like Instagram, Facebook, and TikTok. The future will see businesses offering in-chat purchases, real-time product recommendations, and instant support for order tracking and returns—all within social media DMs.

4. Voice & Video Support Will Become Standard

Text-based support is great, but customers are craving real human interactions. The future of social media customer service will include voice and video chat options built directly into platforms like WhatsApp, Facebook Messenger, and even Twitter DMs. This will allow businesses to solve complex issues faster while building stronger customer relationships.

5. Augmented Reality (AR) for Customer Support

Imagine trying on clothes, testing makeup, or previewing furniture in your home—without ever leaving the chat. AR-powered customer service is already gaining traction, and in the future, businesses will use AR filters and interactive tools to assist customers visually. Instead of just replying with text, companies can use AR to show how a product works, guide troubleshooting, or even offer virtual try-ons.

6. More Automation, Less Human Work

As AI and automation improve, businesses will need fewer human agents for repetitive tasks. Instead, customer service teams will focus on handling complex issues, providing emotional support, and building brand loyalty. Expect companies to shift towards hybrid models, where AI handles the bulk of inquiries, while human agents step in for high-value interactions.

7. Security & Privacy Will Be a Bigger Concern

With all this data collection and AI-driven personalization, privacy regulations will become stricter. Customers will demand more transparency on how their data is used and better protection from scams and fraud. Future social media customer service software will need stronger encryption, GDPR compliance, and AI-driven fraud detection to keep customer data safe.

Final Thoughts

The future of social media customer service is all about speed, automation, and personalization. Businesses that embrace AI, predictive analytics, and immersive customer experiences will stay ahead—while those that resist change risk falling behind. The key is to balance automation with human touch, ensuring customers always feel heard, valued, and supported. So, if your business hasn’t upgraded its social media customer service software yet, now’s the time to start preparing for the future!

AI, chatbots, and hyper-personalization are shaping the future. Brands that adapt will lead the way in customer engagement. Ready to upgrade your social media customer service software and stay ahead?