In the past few years numerous businesses have experimented with using social media as an avenue for delivering customer support. Today, leading companies like Comcast and Home Depot operate successful social support campaigns. Their efforts are built upon software developed by vendors in the burgeoning social support/social help desk software segment.
Hearsay Social is social monitoring and social support software designed to engage clients and prospects across multiple social channels including Facebook, LinkedIn and Twitter. The platform ensures users remain compliant with industry regulations and company policies, utilizes natural language processing in order to identify business-related events, and supports content marketing campaigns and activities.
ClickDesk is a web-based multi-channel online engagement application offering features such as Live Chat, Browser Phone, Social Media Toolbar and recently launched Help Desk. The platform is the first social live chat service to integrate social media, voice support and help desk into a live chat service.
Conversocial is social CRM and customer support software that utilizes social channels as digital touchpoints for customer interactions and customer issue resolution. The platform enables users to organize, prioritize, route and triage customer issues, combines public and private messages in order to provide full customer interaction views, and automatically routes conversations to the original agent in order to provide consistent support strategies and messaging.
The Fuze Suite is an offspring of social CRM (SCRM) and E2.0 technologies that blends multi-channel support with online community technology to create a one-of-a kind solution.