Social CRM Software Comparison
Social CRM is about integrating traditional customer relationship management with Social Media. The objective is to analyse and engage with customers through Social Media in order to build trust and loyalty. A loyal customer is more likely to repurchase it and recommend to others (i.e. "Lire This" or "+1" buttons). By tracking social media information and adding it to CRM or support software, a company can have a more complete view of the reactions of its clients. By managing users who are recommending or are criticizing its products, a company can trigger responses to positive or negative feedback and quickly put in place actions to address customer problems. Here is a comparison of three leading Social CRM applications that are making special efforts to integrate social media with CRM or HelpDesk solutions:
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Desk.com
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Get Satisfaction
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Zendesk
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| Average rating |
5.0/5
User reviews (10) |
5.0/5
User reviews (2) |
4.3/5
User reviews (3) |
| Social presence |
2,327 likes
4,942 followers
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14,587 likes
8,639 followers
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3,902 likes
19,505 followers
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| Screenshots |  |
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| Overview | Desk.com is Customer Support software made smarter, easier and more affordable. It pulls all your Customer Service conversations into one collaborative desktop where service requests are collected, prioritized, and handled by your team. You can deliver Customer Wow by email, phone, chat, Twitter, Facebook and more. Your first Full-Time Agent is always FREE. Desk.com helps your front line team s... Learn more › | Get Satisfaction is a cloud collaboration software that enables you to - Increase revenue from existing customers - Improve customer satisfaction - Capture ideas on how to build better products faster Love your customers! Build online communities that allow productive conversations between companies and their customers. More than 65,000 companies use Get Satisfaction to provide a more soc... Learn more › | Zendesk is the leading cloud-based help desk app and support ticketing system with built-in community and knowledge base features. Founded in 2007, Zendesk was built on the idea that providing awesome customer support should be as easy as buying a book online. Zendesk's elegant yet simple web based interface and robust feature set make it the fastest way to provide great customer support.Zendesk ... Learn more › |
| Features | • Easy-to-use dashboard • Collaborative tool supports Facebook, Twitter, & Gmail cases • Sophisticated business rules efficiently route cases • Flex pricing to support whole company • Airtight case management system • Complaint Tracking System • self-service support center • Social Media integration |
• Widgets • Mobile • Social Knowledgebase • Analytics • Facebook application for your fan page • Social customer support • Dynamic curated social knowledgebase |
• Flexible ticket management with automated workflow • Multi-channel support: email, web, phone, chat, social media • Mobile support with native iPhone, iPad, and Android apps • Robust reporting and advanced analytics • Customer facing web interface that you can easily brand • Knowledge base portal and community forums included • Over 80 out-of-the-box integrations with 3rd party apps • Open API enabling seamless integration into your business • Multi-brand support with linked accounts • Unlimited, free "light agents" (Enterprise plan only) |
| Typical customers | Large Enterprises, Small Business | Large Enterprises, Public Administrations, Small Business | Associations, Large Enterprises, Public Administrations, Small Business |
| Languages | English | Dutch, English, French, German, Italian, Portuguese, Spanish, Swedish | Czech, Danish, Dutch, English, Finnish, French, German, Italian, Norwegian, Portuguese, Spanish, Swedish |
| Geographies supported | Asia, Australia, Canada, China, Europe, India, Latin America, Middle-East and Africa, United Kingdom, United States | Asia, Australia, Canada, China, Europe, Germany, India, Japan, Latin America, Middle-East and Africa, United Kingdom, United States | Asia, Australia, Canada, Europe, Latin America, Middle-East and Africa, United Kingdom, United States |
| Pricing | First Agent is always free $1/hour for flex (part-time) agents $49/month for additional full-time agents In order to bring the voice of the customer to the entire organization, we have created a supplemental option called "Flex" hours. The spirit of "Flex" hours is to allow users who are not "full-time" agents to participate in the support experience. |
Free, monthly subscription, and annual enterprise plans are available, with a free 30 day trial on monthly subscriptions plans. | Free 30-day trial Multiple plans to choose from $9-$99 per agent / month |
| More Comparisons |
• Feedback Management Software Comparison • Social CRM Software Comparison • Compare Zendesk vs. Desk.com (Assistly) |
• Social CRM Software Comparison • Compare Zendesk vs. GetSatisfaction • Compare Get Satisfaction vs. Uservoice |
• Online Help Desk Software Comparison • Feedback Management Software Comparison • Social CRM Software Comparison • Compare Zendesk vs. Desk.com (Assistly) • Compare Zendesk vs. Salesforce.com • Compare Zoho Support vs. Zendesk • Compare Zendesk vs. GetSatisfaction • Compare Zendesk vs. TeamSupport |
The role of Social CRM is to engage customers through Social Media with the goal of building trust and brand loyalty. A business can follow conversations about its brand and respond quickly to feedback or attend to customer problems. A Social CRM strategy is supported by software and tools that will incorporate social media together with customer relationship traditional channels like the telephone or email. Social CRM is complementing traditional CRM, not replacing it.
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