Respond

Most social media tools are designed for marketing rather than customer service. But savvy companies understand that social media isn't just about generating buzz—it's also one of the best ways to build lasting relationships with customers and keep them happy. Too bad 99% of social media management tools aren’t built for customer support at all... With tools like Sprout Social, Hootsuite, and Tweetdeck, you end up sifting through hundreds of retweets, likes, and shares just to find the support requests you need to answer. Not to mention, their workflows and reports are tailored for marketers, not customer support. That’s where Respond comes in. Respond is a social customer service tool from the folks behind Buffer. It’s used by support teams at companies like Slack, Help Scout, Stripe, Trello, GitHub, and WordPress. This is their social media help desk. Plus, its powerful filtering system really helps cut through the noise—so they can focus on support-related conversations, quickly manage their queue, and deliver an outstanding support experience to customers. Respond consolidates all your mentions, DMs, searches, and filters into a single inbox for your team to handle—complete with all the features you’d expect, like collision detection, tags, internal notes, and the ability to assign conversations. You can also run reports on metrics like first response time, new conversations per hour, overall conversations, specific team member activity, and more. All data can be exported to CSV, and they even offer API integration for your own internal dashboards. Last but not least, you can even add personality to your responses with emojis!

Respond is a social customer service tool for support teams, centralizing and filtering social media inquiries to handle requests efficiently and improve support.