If you are reading this blog post it means you’re on the right path. You decided to be present on social media, so a big welcome for that, and now you realize you need to listen to the voicing concerns coming from your followers, customers, and potential customers. Maybe you already know that studies have shown 80% of customers tell that instant responses would increase their loyalty to a brand. Or maybe you just want to invest in it in order to deliver a more responsive and tailored experience to them.
Social CRM combines social media management with traditional customer relationship management software to help brands enhance their customer relationships, improve marketing strategies, unify all social notifications, and integrate with existing contacts on a digital platform. You can also use the solution to contact potential buyers, create a sales funnel, and execute loyalty campaigns. They come with social media management tools, like Sociality, Hootsuite, Buffer, etc. Check this article later to find out the top social media analytics tool.
Very briefly; Social CRM’s (also called; Social Inbox, Social Engage, Social Reply and more..) provide amazing customer service experience on social media and save you loads of time. You can respond to conversations, resolve customer support requests, share your conversation with your team members, reply requests across Instagram, Facebook, Twitter and many other platforms from one single collaborative team inbox. You are able to send conversations to your colleagues, avoid duplicate responses by seeing who else is viewing a conversation, write private notes and feedback, share them with others.
Nowadays, a social CRM system somehow a default must-have tool for every business. Let me give you a quick overview of how from a start-up to a large co-operation can benefit from a social CRM software. If you want to jump straight to the list, here you go!
If you have a small business or a start-up, you are probably dealing with a lot of things and you don’t have a dedicated person for community management and/or social media management. Usually, in a start-up environment, you see people running up and down, leaving a huge miscommunication between each other, and this might get reflected by a customer or a potential customer. You might not have a face-to-face interaction with your customers, but you still need to introduce a system that provides information about your company on a customer-to-customer level. A social media CRM tool that doesn’t require too much investment can put your start up on a whole different level with online customers.
For medium businesses, usually, the case is that your business grows fast and you need to deal with more and more customers every day. Through social CRM, you can manage them nice and easy. And for large businesses, thousands of customers at the same time can only be engaged and managed via a sufficient, successful, and ongoing CRM system.
And the bonus is that when you use Social CRM software, you manage all the customer-related stuff like mentions, inboxes, hashtags, comments, etc all on one single dashboard. Plus, through social CRM software; you can place your customers into convenient categories for further interaction based on criteria such as their needs, buying habits, purchase backgrounds, feedback on your service or product, and many more depending on the software you decide to go for.
Let’s reveal our Top 7 Social Media Community Management Tools and the reasons why they made the list!
- Sociality.io – Social Media Engage
- Buffer – Reply
- Keyhole – Social Mention
- Agorapulse – Social Media Inbox
- Hootsuite – Inbox
- Sprout Social – Social Customer Service
- Social Bakers – Care
1. Sociality.io – Social Media Engage
On Sociality.io, you can keep all the pages under control in your hands with the mobile app. You can search amongst comments and messages across all accounts, and keep track of response time and other performance tracks. While using Sociality.io Social Media Engage, you can shorten your moderation process with delete, hide and other functions.
2. Buffer – Reply
You can tag and create custom folders, keep track of your conversations. They have keyboard shortcuts for everything! You can set the status of a conversation. You can measure the quality of your customer service on your social media channels, and get in-depth insights into team productivity. Buffer Reply also allows you to export reports (like volume, response time, tag usage, etc.) in CSV format. Check the “Alternative to Buffer” article to learn more about Buffer.
3. Keyhole – Social Mention
Keyhole Social Mention monitors social mentions of your brand on Instagram, Twitter, Facebook, YouTube and news sites, blogs and forums. By responding to these mentions, imagine how much increase you can get from revenue and improve your customer service. You don’t just have a nice relationship with your customer / potential customer, you also improve your brand reputation. Keyhole also listens to your competitions and their prospects. You can take some action on it and reach out to new customers. By monitoring social mentions, it allows you to catch up on trending topics. Be aware that Keyhole doesn’t have access to your inbox.
4. Agorapulse – Social Media Inbox
You can have LinkedIn and Youtube profiles on top of IG, FB, and Twitter on Agorapulse. Still on one single dashboard. Agorapulse Inbox captures organic/paid post comments, mentions, direct/private messages, and reviews in chronological order. Their real-time collaboration tool allows you to instantaneously see who is taking care of business in your inboxes. Their one-click translation of inbox items and mobile app come pretty handy too!
5. Hootsuite – Inbox
Hootsuite covers everything we’ve said for the previous ones. Plus; Hootsuite Inbox is available to Professional, Team, Business, and Enterprise plans. Business and Enterprise customers can also tag Inbox messages. Enterprise customers can also create automated inbox assignments, and measure message-handling efficiency with the team metrics in Hootsuite Analytics. Check this article to find out the resemblances and differences between Hootsuite and Socially.io.
6. Sprout Social – Social Customer Service
You can monitor keywords, hashtags, and locations to discover unique engagement opportunities. Sprout Social Social Customer Service also allows you to sort your inbox by tagging, filtering and hiding messages to prioritize what’s important and what’s not. There’s a conversation history management for you to get informed about where your relationship with a specific customer started. Plus, their new Smart Inbox makes it possible to perfectly streamline your social inbox management.
7. Social Bakers – Care
On Social Bakers Care, you can add permission levels to your team members to avoid critical mistakes! Spelling errors, off-message content, weird posts can be caught before they are published. You can ask for changes and write down notes to one another too. So cool for team building! Also, every post is labeled, organized and analyzed by AI. Once you create some rules for your content and inbox, the automation will take care of the rest.
The best way to go is to sign up for a few free trials of these tools. With this method, you will have the opportunity to test the important elements and you will get a good comparison of the capabilities of each software. Well then, time to try them out! Good luck 🙂