There’s plenty of social customer support software out there. But there’s one platform that seamlessly connects customer service with marketing on social media to handle customer conversations wherever they’re happening.
Social Customer Support Software
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Supported platforms
Handle all customer support conversations from one unified dashboard
The Social Inbox is your social media customer service hub. It’s where all your customer conversations make their way as they happen. Prioritize them, assign them to team members, exchange notes, and reply (or like) – all in one dashboard for all social media channels and profiles, with easy filtering, tagging, and flagging.
Track customer history and interactions across all platforms
The Social CRM is where you can store details about your customers, including tags, notes, and conversation history across social channels.
So, whether they contacted you before on Instagram, and now they’re writing on Messenger, you can quickly get the gist of previous interactions and reply in a helpful and relevant way.
Auto-categorize messages and detect sentiment, spam, and hate speech
Don’t waste time detecting and tagging spam messages when you could be actually supporting your customers. The AI Assistant will tag and categorize messages for you, so you know what needs to be addressed asap, and what can (and should) go straight to the bin.
Auto-filter spam so your team focuses on real customers
Your team doesn’t have to tag spam messages as spam – nor do they have to delete spam messages and comments manually. Set up Auto-moderation rules triggered by what the AI Assistant tags and eliminate spam automatically, to free up your customer service team’s time for more important tasks.
Get smart AI response recommendations for every support inquiry
Save even more time with suggested replies AI crafts for you based on your conversation history, FAQs, knowledge center content, etc. As the AI learns your voice and your product or service, you can deliver relevant and helpful replies with minimal engagement from your human team, and more time for your customers.
Measure response times and team performance
Track your moderation team’s performance to monitor the workload and evaluate if your team has enough resources to provide excellent customer service. You can track performance by team member and social media profile for a complete view of the social media customer service your brand provides.
Level up your social customer support with software that does part of the job
Here’s why our clients love NapoleonCat
Join businesses that deliver better social customer support with less effort.
NapoleonCat saves up to one-third of a full-time position. That’s time we would otherwise spend manually moderating thousands of comments each month using the Meta Business Suite, profile by profile and comment by comment. Time we can now use for growth.
NapoleonCat is the best tool of its kind on the market, and it’s still constantly evolving and improving by introducing new features. I was one of the first clients to test their AI features, and I’m really looking forward to what’s coming next, particularly in the AI department.
It’s hard to imagine our work without a tool that includes so many valuable features. It won’t be an overstatement when I say that NapoleonCat saves us multiple full-time positions that would be dedicated to just moderating comments or manually generating reports.
NapoleonCat gives us the full picture of social media interactions. It’s easier to pick up urgent threads that need taking immediate action. And with conversation history, it’s much easier to continue the work of another team member while they’re out of office.
We work with multiple clients, and with NapoleonCat, we don’t waste time switching between multiple software tools. We can also deliver reliable data from a single source. We tested other social media moderation and analytics tools before, but none of them lived up to what NapoleonCat delivers. They’re the best, and I personally love using the tool. 🙂
NapoleonCat is now an indispensable tool that we use for moderation and analytical purposes, as well as content publishing. We’re curious to see new capabilities of the tool and test its new uses, for example, to moderate TikTok ad comments, as we predict this social media channel to become more and more important for our clients.
It’s the first social media engagement tool we have ever tried that is truly intuitive and that makes it easy for us to include the clients in the process. The service and support is great and personal. And the value for money is great!
We were looking for a tool that would allow us to consolidate and manage comments and private messages from Messenger in one place. Analytics and reports were also very important to us, as they would show us the level of our social media customer service. That’s why, in 2017, we decided to choose NapoleonCat.
See how NapoleonCat compares to its alternatives
| Feature | NapoleonCat | Hootsuite | Sprout Social | Sendible | Buffer |
|---|---|---|---|---|---|
| G2 Rating | ⭐ 4.7/5 | ⭐ 4.3/5 | ⭐ 4.4/5 | ⭐ 4.5/5 | ⭐ 4.3/5 |
| Starting price | from $79 (2 users, 5 profiles) | from $99/user | from $199/user | from $25/user | from $5/user/channel |
| Unified Inbox (comments, DMs, reviews) | ✅ Yes | ✅ Yes | ✅ Yes | ⚠️ Basic | ❌ No |
| Inbox for Paid Ad Comments | ✅ Yes (FB, IG, TT ads) | ⚠️ Limited | ❌ No | ❌ No | ❌ No |
| AI Sentiment & Spam Categorization | ✅ AI-supported | ⚠️ Basic | ⚠️ Labels only | ❌ No | ❌ No |
| AI Reply Suggestions | ✅ Yes | ✅ Yes | ✅ Yes | ❌ No | ❌ No |
| Auto-moderation (spam removal) | ✅ AI-based + rule-based | ⚠️ Limited (add-on) | ⚠️ Limited | ❌ No | ❌ No |
| Social CRM Profiles | ✅ Yes | ⚠️ Basic | ⚠️ Basic | ⚠️ Basic | ❌ No |
| Inbox Activity Reports | ✅ Yes (advanced) | ⚠️ Limited | ⚠️ Limited | ❌ No | ❌ No |
| 1:1 Onboarding & Support | ✅ Included | ❌ Enterprise only | ❌ Add-on/enterprise | ⚠️ Limited onboarding | ❌ No |
| GDPR Compliance | EU-based, GDPR-first | CA-based | US-based | UK-based | US-based |