Solid social media customer service software is not optional anymore, as your audience expects helpful responses on social media – and expects them fast. But not to worry, here’s a software platform customer service teams love, with all you need to manage customer conversations on your social media channels.
Social Media Customer Service Software
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Social inbox: Handle all customer messages from one unified dashboard
The Social Inbox is where it all happens – all customer conversations, comments, and DMs, flow in here chronologically, across your social media profiles. Making it easy to prioritize and delegate conversations to team members, with sentiment and room for internal feedback.
In other words, it’s your customer service hub for all your social media engagement.
Social CRM: Track customer history and interactions across platforms
With the Social CRM, everyone on your customer service team gets access to the full customer conversation history across your social media channels.
Along with user tags that let you know if you’re dealing with a lead, repeat customer, or perhaps a social media troll, you have all the information for helpful, relevant conversations – and a much more effective customer service overall.
AI assistant: Auto-categorize messages and detect sentiment, spam, and hate speech
The AI Assistant in the Social Inbox is a handy feature supporting your customer service team behind the scenes. It can automatically detect and tag sentiment across comments and DMs and discover spam and hate speech patterns.
And based on its findings, it can trigger automated workflows to hide spam or assign negative comments to your team members, all happening in the background as your team tends to relationship-building conversations.
Auto-moderation: Filter spam so your team focuses on real customers
With Auto-moderation, you can automatically hide or delete spam on your social media channels without your human team (and your audience) ever looking at it. You can trigger automated workflows based on things like:
- common spam keywords
- link presence
- AI-detected spam
- sentiment
- and even user tags in your CRM.
You can also combine triggers for a super reliable way to get rid of spam in your comments – for good.
AI reply suggestions: Get smart response recommendations for every inquiry
(Now available in beta.)
We’re not telling you to replace your social media customer service team with AI. But AI can be super helpful by freeing up their time spent doing repetitive tasks.
The AI reply feature available in the Inbox will suggest reply contents based on your reply history and any materials you feed it, so that your responses are always on-brand and relevant, while taking way less time to write.
Performance reports: Measure response times and customer satisfaction
To improve your social media customer service, you need to measure its results. Performance reports in NapoleonCat will show you all the details – from response times to individual team member performance.
This way, you can manage the work of your customer service teams much more effectively and keep providing excellent customer service on social media.
A whole new level of social media customer service
Here’s why our clients love NapoleonCat
Join businesses that save hours every week with social media automation.
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 |
| Social Inbox | ✅ Yes | ✅ Yes | ✅ Yes | ⚠️ Basic | ❌ No |
| Social CRM | ✅ Yes | ⚠️ Basic | ⚠️ Basic | ⚠️ Basic | ❌ No |
| Auto-moderation | ✅ Yes (AI-powered) | ⚠️ Limited | ⚠️ Limited | ❌ No | ❌ No |
| AI Reply in Inbox | ✅ Yes (Enterprise) | ✅ Yes | ✅ Yes | ❌ No | ❌ No |
| Auto Spam & Hate Removal | ✅ Yes (AI-based) | ⚠️ Limited (3rd-party add-on) | ❌ No | ❌ No | ❌ No |
| Sentiment Tagging | ✅ Yes (AI-supported) | ⚠️ Basic | ⚠️ Limited | ❌ No | ❌ No |
| 1:1 Training | ✅ Included | ❌ Enterprise only | ❌ Add-on/enterprise | ⚠️ Limited onboarding | ❌ No |
| GDPR Compliance | EU-based, GDPR-first | CA-based | US-based | UK-based | US-based |