Prime 4 Sprout Social Alternate options primarily based on 27,000+ Evaluations

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The character of customer support is evolving. Prospects are getting extra snug with social customer support choices. 

the customer service conversations online

Supply: HubSpot and Brandwatch.1

Sprout Social is likely one of the social customer support software program suppliers that grant direct entry to prospects throughout on-line interactions; nonetheless, customers and IT professionals have reported that the product isn’t an optimum answer for his or her group because of its drawbacks, resembling excessive pricing and social media options’ limitations.

This text will cowl the options, consumer scores, and pricing of one of the best Sprout Social alternate options.

Comparability of the highest 4 Sprout Social alternate options

Desk 1: Comparability by market presence

Distributors Complete variety of workers Complete evaluations* Common scores* Ease of use** High quality of assist** Free trial Pricing: begins from per seat/month
Sprout Social 1,458 3,390 4.4 8.9 8.7 30-day $249.00
Zendesk Help Suite 6,275 10,321 4.3 8.5 8.4 14-day $55.00
Salesforce Service Cloud 70,443 4,593 4.4 8.1 8.1 30-day $25.00
Freshdesk 12,917 6,753 4.4 8.8 8.8 14-day $15.00
Intercom 1,324 4,041 4.4 8.9 8.7 14-day $39.00

*Primarily based on the whole variety of workers on LinkedIn as of 11/14/2023.

**Primarily based on the whole variety of evaluations and common scores on Capterra, Gartner, and G2 software program evaluation platforms as of 11/14/2023. 

*** The benefit of high quality and high quality of assist knowledge are primarily based on G2 scores as of 14/11/2023.

Desk 2: Comparability by options

Distributors AI chatbot Social media monitoring Suggestions surveys Customized studies # of integrations* Supported languages
Sprout Social In premium plans In premium plans Solely within the highest plan 350+ 5
Zendesk Help Suite Add-on In premium plans In premium plans In premium plans 1200+ 30+
Salesforce Service Cloud Add-on Add-on In premium plans Add-on 2500+ 35+
Freshdesk Add-on In premium plans In premium plans 650+ 30+
Intercom Add-on In premium plans 350+ 44+

* The # of integrations (2,500+) for Salesforce Service Cloud product knowledge represents the whole # of integrations for Salesforce.

Disclaimer: Sprout Social is ranked first, adopted by sponsored distributors )Zendesk Help Suite and Salesforce Service Cloud). Different options are organized in descending order primarily based on the whole variety of evaluations they’ve acquired.

Vendor choice standards

The listings above have been narrowed in accordance with the seller standards talked about beneath, serving to organizations make extra correct analyses contemplating the abundance of social customer support software program distributors.

  • Worker dimension: 1,000+ workers on LinkedIn
  • Variety of evaluations: 3,000+ complete evaluations on Capterra, Gartner, and G2. 
  • Common ranking: 4+/5 on Capterra, Gartner, and G2. 
  • Ease of high quality and high quality of assist ranking: 8+/10 on G2.

What’s social customer support software program?

Social customer support software program is a software that permits human brokers to offer real-time buyer assist by means of social media channels, together with social media posts, direct messages, or boards.

 It has two principal functions:

  1. Responding to inquiries prospects could have regarding services or products.
  2. Providing technical steering and problem-solving help to prospects.

Sprout Social

Sprout Social, established in 2010 in Chicago, U.S., is a platform for social media administration and intelligence focused at organizations of any dimension.2

Sprout Social helps social media advertising and marketing efforts between customers and their audiences on varied channels (Instagram, WhatsApp, Fb, and X), liberating them up to focus on constructing relationships with their model’s most engaged followers. 

Professionals

Social media service: Busy social media entrepreneurs state that the software program’s unmatched energy is the “Sensible Inbox”, which they suppose is a time saver for in-house customers, enabling them to deal with a considerable variety of social media accounts or inbound buyer assist requests.3

Ease-of-use: Some customers spotlight that the platform’s single dashboard permits them to learn and reply to all feedback, tags, and direct messages throughout completely different social networking platforms successfully. In addition they say that the “Sensible Inbox” operate saves time by eliminating the necessity for manually logging in to a number of social media platforms independently.4

Reporting options: Some customers emphasize that Sprout Social’s reporting and analytics options are simple to make use of, permitting them to switch paperwork effectively over a number of platforms.5

Cons

Pricing: In response to customers, the value tag of Sprout Social is a serious disadvantage. Customers additionally state that the software program is considerably dearer than its opponents, and several other capabilities, together with customized studies and canned replies, are charged individually relatively than included in the usual pricing.6

sprout social cons 1

Social media limitations: A number of customers comment that it’s troublesome to customise and publish tales. One reviewer notes that it’s unattainable to see and collect knowledge from TikTok and reply feedback.78

Social media integrations: A number of reviewers word that the platform has restricted social media integration capabilities. For instance, posts on Instagram aren’t absolutely seen in gross sales apps.9

Social media performance: Customers count on to have a extra streamlined strategy of posting throughout a number of social media accounts whereas utilizing Sprout Social. They state that, whereas duplicating posts, they nonetheless want to make sure that the precise consumer receives Instagram notifications.10

Consumer Rankings

  • Capterra: 4.4/5
  • Gartner: 4.3/5
  • G2: 4.4/5

Pricing (per seat/month, billed yearly)

Normal: $249

Skilled: $399

Superior: $499

Enterprise: Customized pricing

Free trial: 30-day11

Prime 4 Sprout Social alternate options 

1- Zendesk Help Suite

Zendesk Help Suite, based in Denmark in 2007, has over 5,400 workers and assists about 160,000 companies in speaking and managing their prospects throughout social media platforms.12

Zendesk is Sprout Social different that permits brokers to decide on between public chats, tweets, messages, and emails whereas gathering buyer knowledge in a single location for a custom-made buyer expertise.

Professionals

Social media customer support: A number of customers emphasize that Sprout Social is a helpful software to arrange all the buyer questions on one platform. Social media administration instruments in any type, resembling electronic mail, SMS, Whatsapp, or on-line media, might be successfully tracked with out something being ignored.13

Customization: Some customers complement the flexibility to personalize options in accordance with their particular use instances; some customization options they like embody creating shortcuts or eliminating fields and buttons.14

Responsive UI: Customers recognize the responsiveness of Zendesk’s UI makes your entire suite simple to browse. Customers state that they’ll effectively shift between the chat screens whereas studying assist tickets and social media tickets on the identical time.15

Cons

Social media integrations: Customers count on to have a stronger social media presence with Zendesk, noting that the social media assist integration could possibly be extra in depth for all social media websites resembling YouTube, Pinterest, Fb, and LinkedIn.16

Preliminary setup: Customers declare that as there are quite a few options and settings obtainable, software program setup could get complicated, making it unsuitable for common or newbie customers.17

Technical assist: Some enterprise-level prospects acknowledged that Sprout Social’s technical assist is inadequate.18

Consumer Rankings

  • Capterra: 4.4/5
  • Gartner: 4.3/5
  • G2: 4.3/5

Pricing (per seat/month, billed yearly)

  • Suite crew: $55.00
  • Suite progress: $89.00
  • Suite skilled: $115.00
  • Suite enterprise: Customized pricing
  • Free trial: 14-day19

2- Salesforce Service Cloud

Salesforce Service Cloud is one other different to Sprout Social with cloud-based social media service options that help customers in streamlining companies, enhancing workflows, and figuring out related topics to assist human brokers in social media service operations.

Customers of Salesforce Social Buyer Service can rework social media postings into instances or leads. Brokers could reply to social media feedback, posts, hashtags, or mentions from the Service Console, enabling your organization to take part in buyer interactions on platforms resembling X, Instagram, Fb, and YouTube.

Professionals

Omni-channel social media integrations: Some customers recognize the omnichannel functionality of Service Cloud for integrating new social media channels.20

Social media customer support: Customers word that the software program maintains observe of all gross sales knowledge associated to customer support whereas enabling them to have highly effective service oversight over social media profiles.21
Customization: Customers say that Salesforce Service Cloud permits them to customise fields to fulfill the wants of their firm effectively.22

Cons

Social media efficiency: Some customers declare that Service Cloud doesn’t present easy use instances.23

Pricing: Customers say that small companies could discover the primary subscription value prohibitively costly.24

Customer support operate usability: In response to some customers, navigation between varied assist points takes time and could also be improved because it brings customers to the house display screen and causes them to browse backwards and forwards.25

Consumer Rankings

  • Capterra: 4.4/5
  • Gartner: 4.4/5
  • G2: 4.3/5

Pricing (beginning value per seat/month, billed yearly)

  • Starter: $25.00
  • Skilled: $80.00
  • Enterprise: $165.00
  • Limitless: $330.00
  • Free trial: 30-day26

3- Freshdesk

Freshdesk is a customer support software program with social service options that helps customers interact with prospects on social media channels resembling X, Instagram, and Fb from a single interface.

The social media administration platform has a selected menu bar for social media managers and customers to regulate, oversee, and handle the social media customer support operations referred to as “Social”.  It consists of an AI-powered social sign analyzer that displays social media posts that point out your organization. Utilizing its built-in machine studying expertise, Social discovers, learns, and gives suggestions on related postings. These postings are transformed into filtered tickets, stopping the assist crew from losing time on irrelevant points. 

Professionals

Customer support (tickets): Customers comment that Freshdesk interacts seamlessly with their expertise stack and that it’s easy to trace down and handle instances. All assist tickets (no matter channel, i.e., social media, in-app assist, electronic message, and so forth.) are routed proper to their crew’s Slack channel.27

Buyer assist: A number of customers state that Freshdesk’s customer support is top-notch. 24/7 electronic mail help is accessible by means of automated and fixed chat, emails, cellphone calls, and social media.28

Connectivity: Some customers state that the soundness of the Freshdesk connection is highly effective, which makes it a dependable and safe social media administration software.29

Cons

Pricing construction: In response to customers, Freshdesk’s pricing may be sophisticated as a result of there are a number of add-ons obtainable.30

Social media channel fragmentation: Customers state that it may be troublesome for firms to deal with and react to buyer requests that are available throughout many channels resembling electronic mail, chat, cellphone, social media, and others.31

Crashes and buyer assist: Some customers draw consideration to the upkeep downside that causes the Freshdesk cell app to crash, noting that no info is given as to why the software program crashes or how lengthy it will likely be down.32

Consumer Rankings

  • Capterra: 4.5/5
  • Gartner: 4.4/5
  • G2: 4.4/5

Pricing (per seat/month)

  • Development: $15.00
  • Omni-channel progress: $29.00
  • Professional: $48.00
  • Omni-channel professional: $59.00
  • Enterprise: $69.00
  • Omni-channel enterprise: $99.00
  • Free-trial: 14-day33

4- Intercom

Intercom is a customer support platform that helps companies improve their buyer expertise by delivering end-to-end engagement on social media administration platforms.

Professionals

Social media customer support: Customers affirm that Intercom’s social media channels operate precisely; there’s no want for them to refresh the web site to see whether or not there’s a message on Fb, Instagram, or some other social media web sites.34

Social media communications (search software): Intercom is taken into account to be an environment friendly social media scheduling software by customers. Customers state that social media communications might be simply managed; the search software successfully collects knowledge from all the shoppers and sends messages to them.35

Ease-of-use: Evaluations reveal that the shared inbox operate helps ship fast and easy assist; from the display screen, customers could effectively get hold of info, present commercials, course of leads, and supply customer support assist.36

Cons

Social media integrations: Customers specific that Intercom could enhance a few of its integrations, notably with social media platforms resembling Fb; these integrations seem to bug out incessantly and should trigger communication gaps with prospects.37

Pricing construction: The value construction is sophisticated; a number of prospects had been not sure how a lot they pay for every exercise or operate they use.38

Complicated platform: Intercom appears to be a comparatively complicated social media administration software, in accordance with some customers as a result of quite a few capabilities it gives.39

Consumer Rankings

  • Capterra: 4.5/5
  • Gartner: 4.1/5
  • G2: 4.5/5

Pricing (per seat/month, billed yearly)

  •  Important: $39.00
  • Superior: $99.00
  • Skilled: $139.00
  • Free-trial: 14-day40

4 core options of Sprout Social alternate options

The core options defined beneath are primarily based on distinctive options in contrast in Desk 2 (see above). To achieve in-depth info associated to social buyer software program options, learn our up-to-date and data-driven article on social customer support.

1- AI chatbots

AI chatbots are clever chatbots that make use of synthetic intelligence (AI) or generative AI strategies resembling machine studying to develop responses over time to gather consumer knowledge and precisely study, analyze, and comprehend the info set for particular intentions.

AI chatbots for social media customer support: ~90% of buyer inquiries are dealt with in at most 10 messages or much less with AI chatbots.41

The vast majority of chatbot discussions are transient and to the purpose. AI chatbots (e.g., Instagram chatbots) can management the consumer expertise, dialog circulate, and response time on social media communications. This helps prospects get hold of quick responses on social channels.

2- Social media monitoring

Social media monitoring is a method of reviewing and reacting to social media interactions associated to your organization, resembling key mentions, feedback, postings, and hashtags. 

~80% of surveyed professionals contemplate social monitoring as a key planning aspect in defining social media technique.42

3- Suggestions surveys

A buyer suggestions survey is a technique of figuring out and measuring the satisfaction of assorted company items or prospects to look at their experiences, wants, and concepts associated to the model. 

Suggestions is set by monitoring the corporate’s services or products and may usually encompass exactly written questions. Suggestions surveys might be delivered by means of direct messages, on-line surveys, and on-line group boards throughout social channels.

4- Customized studies

Customized studies, in distinction to plain studies, are insights (e.g., social media analytics) that you just develop in accordance with distinctive necessities to fulfill particular reporting calls for.

With customized reporting, customers can leverage a variety of visualization choices by including particular filters, guaranteeing the info is displayed in probably the most helpful method. 

Transparency assertion

AIMultiple serves quite a few tech firms, together with Salesforce and Zendesk.

Additional studying

Learn our clear, up-to-date articles to study extra about social customer support alternate options and buyer engagement automation.

For extra on customer support, take a look at our data-driven record of buyer expertise software program.

Contact us to seek out out extra about social customer support:

Discover the Proper Distributors

  1. The 2023 International Social Media Tendencies Report with Brandwatch“. (PDF). HubSpot and Brandwatch. January, 2023. Retrieved December 6, 2023.
  2. About Sprout“. Sprout Social. Retrieved December 6, 2023.
  3. Sprout Social Evaluations“. Capterra. July 31, 2023. Retrieved December 6, 2023.
  4. Sprout Social Evaluations“. Capterra. September 6, 2023. Retrieved December 6, 2023.
  5. Sprout Social Evaluations“. G2. September 29, 2023. Retrieved December 6, 2023.
  6. Sprout Social Evaluations“. G2. August 4, 2023. Retrieved November 6, 2023.
  7. Sprout Social Evaluations“. G2. August 7, 2023. Retrieved November 6, 2023.
  8. Sprout Social Evaluations“. G2. August 31, 2023. Retrieved November 6, 2023.
  9. Sprout Social Evaluations“. G2. March 20, 2023. Retrieved November 6, 2023.
  10. Sprout Social Evaluations”. G2. September 7, 2023. Retrieved November 6, 2023.
  11. Sprout Social Pricing 2023“. Sprout Social. Retrieved December 6, 2023.
  12. Zendesk About“. Zendesk. 2023. Retrieved December 6, 2023.
  13. Zendesk Help Suite Evaluations“. G2. July 26, 2022. Retrieved December 6, 2023.
  14. Zendesk Support Suite Evaluations“. Gartner. Could 31, 2023. Retrieved December 6, 2023.
  15. Zendesk Help Suite Evaluations“. G2. Could 5, 2023. Retrieved December 6, 2023.
  16. Zendesk Help Suite Evaluations“. G2. January 12, 2022. Retrieved December 6, 2023.
  17. Zendesk Help Suite Evaluations“. G2. March 30, 2022. Retrieved December 6, 2023.
  18. Zendesk Help Suite Evaluations“. Gartner. June 7, 2022. Retrieved December 6, 2023.
  19. Zendesk Pricing 2023“. Zendesk. Retrieved December 6, 2023.
  20. Salesforce Service Cloud Evaluations“. G2. September 28, 2023. Retrieved December 6, 2023.
  21. Salesforce Service Cloud Evaluations“. G2. September 24, 2020. Retrieved December 6, 2023.
  22. Salesforce Service Cloud Evaluations“. G2. March 31, 2020. Retrieved December 6, 2023.
  23. Salesforce Service Cloud Evaluations“. Capterra. March 6, 2023. Retrieved December 6, 2023.
  24. Salesforce Service Cloud Evaluations“. Capterra. March 16, 2023. Retrieved December 6, 2023.
  25. Salesforce Service Cloud Evaluations“. G2.August 19, 2021. Retrieved December 6, 2023.
  26. Salesforce Editions & Pricing – Service Cloud Lightning 2023“. Salesforce. Retrieved November 27, 2023.
  27. Freshdesk Evaluations“. G2. July 11, 2023. Retrieved December 6, 2023.
  28. Freshdesk Evaluations“. Capterra. October 29, 2023. Retrieved December 6, 2023.
  29. Freshdesk Evaluations“. Capterra. September 24, 2023. Retrieved December 6, 2023.
  30. Freshdesk Evaluations“. Gartner. September 26, 2023. Retrieved December 6, 2023.
  31. Freshdesk Evaluations“. G2. April 13, 2023. Retrieved December 6, 2023.
  32. Freshdesk Evaluations“. Capterra. September 25, 2023. Retrieved December 6, 2023.
  33. Freshdesk Pricing 2023“. Freshdesk. December 6, 2023.
  34. Intercom Evaluations“. G2. Could 17, 2021. Retrieved December 46 2023.
  35. Intercom Evaluations“. G2. February 7, 2022. Retrieved December 6, 2023.
  36. Intercom Evaluations“. Capterra. February 25, 2023. Retrieved December 6, 2023.
  37. Intercom Evaluations“. G2. July 16, 2023. Retrieved December 4, 2023.
  38. Intercom Evaluations“. G2. June 22, 2023. Retrieved December 6, 2023.
  39. Intercom Evaluations“. G2. April 19, 2022. Retrieved December 6, 2023.
  40. Intercom Pricing 2023“. Intercom. Retrieved December 4, 2023.
  41. Fokina, Maryia”The Way forward for Chatbots: 80+ Chatbot Statistics for 2023“. Tidio. April 4, 2023. Retrieved December 6, 2023.
  42. Hutchinson, Andrew”The State of Social Listening in 2022 – Report“. Could 17, 2022. Retrieved December 6, 2023.