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What is Social CRM Software?

You can use social CRM software to build deep and lasting relationships with your prospects and customers. This can help to boost your sales and revenue figures. Plus, you can place your customers into convenient categories for further interaction based on criteria such as their needs, buying habits, purchase backgrounds, feedback on your service or product etc. Show moreSocial CRM software can collect useful data from your engagement with your buyers on multiple channels and provides you actionable insights that can help you get a clear picture of your customer base. You can also use the solution to contact potential buyers, create a sales funnel, and execute loyalty campaigns. For more information, you can read our comprehensive reviews of leading social CRM software apps and check out the current leader HubSpot CRM.Show less

How was this ranking made?

In order to prepare this ranking of best Social CRM Software we have checked 298 different applications currently present on the market, contrasting their features, ease-of-use, client support, possible integrations as well as mobile support with our exclusive SmartScoreTM rating system. This ranking has been created by Nestor Gilbert, our SaaS expert responsible for the Social CRM Software category.

List of Top 12 Social CRM Software

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1. HubSpot CRM

Our score: 9.8 User satisfaction: 99%

HubSpot CRM is the winner of our 2019 Best CRM Award. It has a free CRM platform that offers a powerful set of tools to engage customers and manage CRM-related operations. HubSpot takes care of all customer engagement channels from website traffic to landline calls. It is easy to use and it can integrate with other business systems as well.

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2. Freshsales

Our score: 9.7 User satisfaction: 95%

A winner of our Great User Experience Award for 2019, this CRM platform was designed to enable high-velocity teams to keep track of contacts and resolve issues. It is best known for its ease of use and the comprehensiveness of its features. You can use it for CRM via different channels from emails to phone calls.

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3. Pipedrive

Our score: 9.4 User satisfaction: 100%

Pipedrive is the winner of our Expert's Choice Award. It is a personal sales manager for small, medium-sized, and large businesses that lets you close more deals and improve sales. Built by both salespeople and web developers, it is a practical easy-to-use tool that people with varying tech-savviness can instantly use.

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4. Salesforce CRM

Our score: 9.7 User satisfaction: 99%

Salesforce CRM is a software app that lets you track all customer information and interactions in one location to follow more leads. It has lead management and marketing automation tools to help you improve your conversions. Its powerful integrations with other leading business applications allow you to have a more flexible customer relationship management.

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5. Zoho CRM

Our score: 9.4 User satisfaction: 92%

A go-to product for many businesses of different types and sizes, Zoho CRM is a true leader in the CRM software category. It is easy to use from its contact management module to its customer engagement interface. The platform also includes powerful automation and reporting features. It is great for omnichannel CRM.

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6. Insightly

Our score: 9.4 User satisfaction:

Insightly is a service that integrates customer relationship with project management in mobile and social platforms. Built for small businesses, Insightly offers enterprise-grade CRM features to help you get a complete overview of your business, track deliverables, and improve communication with your customers,

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7. CRM Creatio

Our score: 9.3 User satisfaction: 96%

A popular CRM platform, it helps users streamline CRM-related activities from contact management to boosting employee productivity. It includes specialized modules for audience segmentation, sales management, time management, and budget planning. Also, it has an intuitive interface that reminds you of a well-built and highly-usable social media platform.

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8. Copper

Our score: 9.2 User satisfaction:

A powerful yet simple-to-use online CRM platform. It has an intuitive interface and comprehensive productivity and collaboration tools that can improve customer interactions and enhance the effectiveness of your sales and marketing strategies. In addition, Copper also offers a highly scalable and configurable interface with its API capabilities.

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9. PipelineDeals

Our score: 9.2 User satisfaction: 97%

PipelineDeals is a simple CRM software built for sales teams in small and medium businesses operating in a wide range of industries. It has a variety of sales features, automation, and customer engagement tools that help you boost sales and improve the efficiency of your business.

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10. EngageBay

Our score: 8.9 User satisfaction: 100%

EngageBay is an all-in-one marketing, sales, and CRM platform designed to be an affordable alternative to expensive solutions. Considered as a true alternative to more expensive business solutions, EngageBay automates key business processes and routines to free you up to create meaningful customer experiences.

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11. Commence CRM

Our score: 8.5 User satisfaction: 100%

Commence CRM is an online CRM for small to mid-size companies. You can use the app for improved market segmentation, and increased sales and profitability.

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12. Nimble

Our score: 9.4 User satisfaction: 98%

Nimble is a software tool that allows you to combine your contacts, email, social, activities, and follow-ups in one place.

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In the event you didn't find just the solution you were looking for here's a list of various categories similar to Social CRM Software that you might want to browse through:

Social CRM Software Guide

Table of contents

We are all familiar with the benefits of CRM software, but what is really drawing a line in the sand these days is its social element. CRM programs no longer deal only with information but put the accent on conversations being the core of quality business relationships. At their base, social CRM tools integrate data from conversational platforms and social media, and analyze social ROI in order to adopt marketing trends and strategies. Conversations are being monitored and engaged in, in order to enhance existing communications and to use the positive influence online channel activity. Social CRM tools can either be independent programs or supplements to a traditional CRM – as long as they convert conversational content into relevant information, they are a bonus for your management. But how to choose the best social CRM software for enterprises and SMBs? Let this guide help you!

Get to know each product with free trial

The best way to go is to sign up for at least a few free trials or demo and basic unpaid plans from leading social CRM software providers. With that method, you will have the opportunity to test the important elements and you will get a good comparison of the capabilities of each app. The best thing to do is to try the list of services that currently have the highest SmartScore rankings and Customer Satisfaction Rating in our social CRM software reviews, and choose the best social CRM software for your company: Insightly reviews, InStream, Zurmo CRM, Really Simple Systems CRM, Salesboom CRM, Converge Hub, Highrise, HubSpot CRM, FreshSales, and PipeDrive.

Targeted Businesses

The need to use a social CRM system is somehow default to every business, because despite the fact that many businesses don’t have a face-to-face interaction with their customers, they still need to introduce a system that provides such on customer-to-customer level. Relationships can tell the story of a business even when the business is not involved, which is exactly why social CRM evolved to be the responsibility of entire teams and corporations.

  • Small Businesses. Starters and small businesses don’t exactly have the time to enhance customer relationship with social media, due the fact that they work in small teams. Social CRMs can be one of the backbones of their success because it doesn’t let a drop of information slip away, being at the same time an affordable cloud based solution that doesn’t require investments small companies can’t afford.
  • Medium Businesses. Medium business are the category where business is growing the fastest, and more and more customers need to be served every day. These companies purchase social CRMs in order to manage their increasing number of customer relationships, and to redirect costs from social marketing to more important aspects of their business.
  • Large Businesses. It’s no big secret that the success of large enterprises goes hand by hand with advanced CRMs, in particular such that summarize all of their resources and possibilities to push business in the right direction. Thanks to their CRM systems, large companies manage to engage thousands of customers at the same time, and to use the fusion of social and business processes to their advantage.
  • Sales Teams. A social CRM software is a beneficial tool for sales teams. It maximizes the potential of various social media channels to improve the company’s customer relationship, which then results in better brand exposure and successful conversions. With the help of a social CRM tool, sales teams can easily create data-driven strategies to deliver better customer service.

What are Examples of Social CRM Software?

  • Insightly: A popular CRM for small business with a robust feature suite including pipeline management, contact and task management to make your business more efficient.
  • Commence CRM: A comprehensive applications set including the traditional contact management, but also lead ranking, project management, and analytics. It is at the same time highly customizable and mobile friendly.
  • Zurmo CRM: A gamified CRM solution that combines project management with marketing automation, and is hosted in cloud to facilitate association with other CRMs and productivity tools.
  • InStream: A unique goal-centred CRM platform that combines email and data management, and offers many productivity tools for companies to create and maintain customer relationships.
  • SalezShark: An innovative platform that preserves valuable customer relationships, and has a variety of smart features to nurture conversions and to increase profit.
  • HubSpot CRM: An easy-to-use CRM solution that helps you manage your contacts and sales pipeline in one location.
  • Freshsales: A sales CRM by Freshworks that offers AI-based lead scoring, sales management, email sync, and SMS integration to empower your sales team.
  • Pipedrive: A cloud-based sales software with lead management, communication, workflow automation, and business reporting features, allowing you to follow up on every opportunity and close deals faster.

Types of Social CRM Software

Social CRM applications can be divided in few categories, depending on their features, advocacy, and the customer experience they provide:

  • Social Publishing Apps. Organizations and companies use these apps to develop social media marketing strategies, coordinate messages, and discover trends.
  • Social Media Engagement Apps. These apps ensure a continuous dialogue between the company and its customers, and monitor social media to determine where their brand has been mentioned.
  • Social Analytics Apps. The apps are an invaluable asset for comparative insight, meaning that they can identify success factors and provide feedback on the efficiency of customer service.
  • Internal Community Apps. They serve to enhance employee collaboration when contributing to a marketing project, or when attending a specific client. Some of them have external communication modules, used to serve customers and gather per-to-peer market research functions.
  • Product Advocacy Apps. These are the apps whose presence enables customers to contact directly their brand representatives and to chat with them on social networks. They can be really helpful when it comes to customers’ product purchase decisions or exposing content to the attention of search engines.
  • Social Listening Apps. These tools help you to monitor feedback for your brand via social media platforms. They keep track of customer feedback, discussions about your brand and products, direct mentions, and keywords and topics related to your business. Finally, they let you look at your competitor’s performance and strategies. This way, you can incorporate successful marketing ideas into your own campaigns.

Key Features of Social CRM Software

Our detailed comparisons indicate that these are the basic features to expect from your next social CRM system:

  • Support for various social platforms. Social media networks emerge every day, followed up by a serious increase of CRM performance expectations. Responding to all of them is what makes CRM social: it must respond to your need to manage multiple accounts, and to develop social media platforms. Observed from the technical side, integrating a CRM with a social media platform is not difficult, which is why you’re entitled to request an array of integrations.
  • Analytics. How would the CRM be useful to you if you export data from social platforms, and turn to another program to analyze it? A great CRM has to be empowered to do its own analytics, either using its own tools or third-party plug-ins. In addition, social CRM analytics are advanced ones, meaning that the program is SEO empowered, performs behavioral and sentiment analysis, or compares prices to the benefit of busy marketers.
  • Brand monitoring. Excellent CRMs perform the exiting task of ‘following’ your brand around: whenever and wherever it has been mentioned or discussed, you will know that!
  • Super-powerful Lead Management features. The platform should include nothing less than Lead Management, Contact Management, Automated Address Books, Web to Load & Web to Contact, and Email Integrations.
  • Super-powerful Opportunity Management features. There should as well be a robust opportunity tracking suite, including Notes, Comments, Events, Filters, Custom Fields, Tags, Notifications, Followers, Sharing, and Linking contacts to opportunities.
  • Social Media Management. Some social CRM solutions are equipped with social media management tools, allowing you to monitor all your social media accounts in one place and keep track of direct brand mentions from various platforms.

Benefits of Social CRM Software

These are the benefits companies experience when using a solid social CRM platform:

  • Enhanced customer relationships. It is all about it! When a company doesn’t have a full picture on its data, its organizational capacity is hindered by the fact that it can’t serve customers properly. With a social CRM, the company gets to audit and track information to identify customers’ needs, and to keep an eye on pricing, contracts, or even personal information which helps it take communication on a whole new friendly level.
  • Integration of departments. We’re not sure whether there is such thing as a company where everybody knows what to do, but a good social CRM definitely gets close. Departments need to integrate seamlessly, so that a customer won’t even notice his request being transferred from one to another. It is just priceless to be able to skip the ‘We can’t handle your issue, sir, you’ll have to talk to my colleague’ part!
  • Improved marketing strategies. A clear insight on every part of the pipeline means at the same time monitoring the lead-to-sale process front to end.  This way, managers get to evaluate productivity by measuring time/resources spent by the company on every particular activity. So far, it proved to be the best way to monitor employee performance on individual basis.
  • Unified social notifications. Missing messages and requests on social networks is easy, even for an individual running a private profile. Social CRMs do the magic of highlighting incoming communications, and even better: they unite all of them in a single program. A great CRM is supposed to monitor all channels that are relevant to your business and stream notifications all together for you to respond both to requests and opportunities. An additional benefit is that you get to follow real-time profile updates.
  • Integration with existing contact records. Putting your social CRM in the center of customer relationship maintenance means to sync it with your existing contact records. As a result, even the sales and marketing team will be involved in your customer relationships, and will engage into exiting opportunities and productive strategies.

We’re well way past emails and phone calls as the only means to deliver customer support or gain feedback from consumers. Social media platforms are now playing an indispensable role in the CRM processes of many businesses. And to help you maximize your customer relationship strategies via social media platforms, below are some of the latest trends that you can use to your advantage.

  1. CRM continues to go social. Social media such as Facebook, Twitter, and LinkedIn go a long way in improving customer relationships, as proven by successful ecommerce businesses whose CRM processes are tied to such platforms. In the coming years, experts see a continued rise of social CRM to help businesses incorporate more consumer feedback into their business strategies.
  2. The role of AI. For many years now, AI has affected various industries and the CRM landscape is no exception. Businesses from different parts of the world have adopted AI to facilitate data capture, automate workflows, deliver immediate responses, and gain accurate business insights. AI integrations with CRM processes will help boost global business revenue in the years to come.
  3. Younger generations leading CRM use. As Millenials and Generation Z consumers gain more buying power, CRM applications are considered as “extremely critical” in the success of any brand. This is because a CRM application helps maximize business performance, and the tech-savvy generation of today relies on CRM technology for more engaging customer experience.

Useful Stats

With the right customer data at hand, you can identify key market trends, reach a wider customer base, follow up on prospects and leads, and address customer issues and concerns immediately. These are all better realized with a proper social CRM system in place. Below, we compiled some useful CRM statistics to help you gain the benefits of a social CRM platform.

  1. Businesses using social CRM tools experience an 8% increase in productivity. (Nucleus Research)
  2. 47% of businesses with CRM systems believe that CRM makes a great impact on customer satisfaction. (Nutshell)
  3. Sales teams expect that CRM systems could improve customer satisfaction (66%), customer service (74%), and customer retention (56%). (Tech News World)
  4. On Twitter, customer interactions have increased by 250%. (Twitter)
  5. About 25% of social media users who send concerns and inquiries vial social media expect an immediate response from businesses. (Adweek)

List of Social CRM Software Companies

Order by:

Newest
  • Newest
  • Score
  • User Score
Product name:
Category:
Smart Score:
Price:
User Satisf.
User reviews:
CRM Creatio reviews

CRM Creatio

Social CRM Software
9.3
$25
96%
Zendesk Sell reviews

Zendesk Sell

Social CRM Software
9.2
$19
98%
Locobuzz reviews

Locobuzz

Social CRM Software
8.0
By quote
-
Copper reviews

Copper

Social CRM Software
9.2
$19
-
Nutshell CRM reviews

Nutshell CRM

Social CRM Software
9.4
$19
96%
EngageBay reviews

EngageBay

Social CRM Software
8.9
Free
100%
Freshsales reviews

Freshsales

Social CRM Software
9.7
$12
95%
SalesLoft reviews

SalesLoft

Social CRM Software
9.0
by quote
95%
Sailthru reviews

Sailthru

Social CRM Software
9.0
by quote
87%
Simple CRM System reviews

Simple CRM System

Social CRM Software
7.7
$10
98%
SalesforceIQ reviews

SalesforceIQ

Social CRM Software
9.1
$25
97%
InStream reviews

InStream

Social CRM Software
8.2
€8
94%
SalezShark reviews

SalezShark

Social CRM Software
8.0
$20
100%
Salesboom CRM reviews

Salesboom CRM

Social CRM Software
7.6
$14
100%
ProsperWorks reviews

ProsperWorks

Social CRM Software
9.2
$19
100%

Things to consider when you invest in a SaaS

Disaster recovery and security are two main aspects that need to be considered by SaaS purchasers when evaluating potential providers.

Many SaaS providers do not have a disaster recovery site. Therefore, ask the following questions to your shortlisted vendors: How do you test your disaster recovery procedures? What is your recovery time? How often do you test? Do you have dispersed infrastructure; are your chief site and your disaster recovery site situated in different geographical locations?

You need to be aware that many SaaS providers do not use enterprise-grade infrastructure to deploy SaaS apps. Many systems have multiple providers. For instance, there may be a firewall provider, an Internet provider, and a few others too in the mix. If a problem rears up, there is a lot of finger-pointing. This problem is common with on-premise IT platforms. The solution is to reduce the number of providers so that there is accountability to ensure they take responsibility about performance.

Ask the potential SaaS providers the following questions about security: Is your firm SAS70 compliant? What security measures are used at your data centers? What security audits and guidelines does your organization follow? Who manages access and identity management, web application firewalls, log file management, and network connectivity?

Needless to say, take your time to research thoroughly and get the answers to the above questions before you invest in an apt SaaS product.

Frequently asked questions about Social CRM Software

What is the best social CRM software?

The best social CRM software is Hubspot CRM. It’s packed with all the CRM tools you need to track, organize, and nurture leads. It has three core components, namely the Marketing Hub, Service Hub, and Sales Hub. Hubspot CRM provides you with a complete overview of your sales performance, team activity, deal reports and forecasts, and productivity.

HubSpot CRM comes with a contact management feature that allows you to add as many contacts with no expiration date or time limit. It also enriches your contact records by automatically gathering data for over 20 million companies. It provides you with a list of contacts, companies, and deals that you can easily customize or import from or to another system.

The software supports lead management as well, allowing you to track the status of each lead with default statuses, such as New, Open, In Progress, Unqualified, Connected, or Attempted to Contact. This helps you prioritize which leads to work on and follow up with perfect timing.

What are the benefits of social CRM software?

Unified social notifications. A social CRM software allows you to manage all your social media accounts in one place, which means you no longer have to worry about notifications coming from different platforms.

Discover engagement opportunities. Each social notification presents you with an opportunity to reach out to your customers and give them a timely response.

Enrich your contacts database. Some social CRM tools automatically update your database with the latest information about their contact details.

Real-time updates with your leads and prospects. Updates and statuses help you see real-time activities of your lead, whether they have clicked on your emails and campaigns, responded to your message, or have sealed a deal with you.

Connect interdependent teams. Having one social CRM platform allows different teams to access the same files and customer data, which helps everyone in your team stay on the same page at all times.

What are the features of social CRM software?

Sales dashboard. This feature allows you to see detailed reports on productivity, sales activities, your team’s individual performance, and other relevant data.

Contacts database. This is where you can search and save up-to-date contact information of targeted customers.

Lead tracking. A lead tracking tool allows you to closely follow up on your leads throughout their entire lifecycle, from initial contact right down to conversion.

Notifications. You can have all your social notifications in one platform, allowing you to address customer concerns immediately or respond to feedback in real-time.

Brand monitoring. This helps you monitor the social interactions that directly impact your brand.

What is the easiest social CRM software?

Some of the easiest social CRM tools you can choose from include Hubspot CRM, Freshsales, and Pipedrive.

HubSpot CRM. HubSpot CRM has a basic and simple design, allowing users to easily navigate through the system. Its features include lead generation, social media management, live chats and bots, web forms, help desk tools, and advertising tools.

Freshsales. Freshsales is another user-friendly social CRM tool built to help you manage multiple aspects of sales processes. It offers a single, unified lead management hub that helps you to distribute, nurture, and verify leads.

Pipedrive. Pipedrive is a straightforward social CRM tool ideal for small businesses and startups who have no prior experience in using a CRM software. It’s a sales-focused application that you can use to efficiently manage your company’s sales pipeline.

What is a good free social CRM software?

HubSpot CRM. HubSpot CRM has a free version, which includes all the basic features you need to kickstart your CRM processes. This includes contact management, deal tracking, company insights, and email tracking.

FreshSales. Freshsales’ free version offers features you can use to manage your contacts, leads, deals, social accounts, and emails. In case you need additional CRM tools, you can easily upgrade to paid plans starting at $12/user/month.

Zoho CRM. You can also use Zoho CRM’s starter features for lead management, documents, and mobile apps at no cost. The free version of the software is good for three users and includes essential CRM tools perfect for startups and small businesses.

Nestor Gilbert

By Nestor Gilbert

Senior writer for FinancesOnline. If he is not writing about the booming SaaS and B2B industry, with special focus on developments in CRM and business intelligence software spaces, he is editing manuscripts for aspiring and veteran authors. He has compiled years of experience editing book titles and writing for popular marketing and technical publications.

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