Salesforce Reviews, Ratings & Features 2026 | Gartner Peer Insights

The social customer service market comprises applications that support social media as a component of an overall customer service strategy. Gartner classifies an application provider as a social customer service vendor if it supports customer service in one or two specific types of function:

External communities: Often referred to as peer-to-peer communities, this software enables customers and partners to blog, post, rate products/services and construct ideas, as well as support peer interactions and offer incentives for loyalty.

Social media engagement: Going beyond just monitoring social media for brand mentions, these applications are capable of responding to constituents on popular social networks and have case management. (Retired as of Jul-02-2026).

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Find the top Social Customer Service Applications with Gartner. Compare and filter by verified product reviews and choose the software that’s right for your organization.

Social Customer Service Applications (Retired)

Social Customer Service Applications

Community Cloud

Agentforce Service

Social Studio (Legacy)

Salesforce

IT MANAGER

While the customisability and the level of possible third party integrations is quite excellent the performance and usability as an actual customer support ticketing system is atrocious.

<50M USD

1B - 3B USD

50M - 250M USD

500M - 1B USD

3B - 10B USD

30B + USD

TECH MANAGER

We at our listens for mentions of our product, competitors product or specific trends. If someone tell negative about our company clothing brand we will respond through with social studio. The marketing team help us to do post of the brand and they post it on al social media platforms. We are posting when the time most of the users are active. We are making the report how many peoples are tweets and gained new followers. It supports one person create content , another post , and some people reporting like that.

Oracle

Zendesk

Other...

Conversocial

Hootsuite

Social Touch

Sparkcentral

Vanilla

Verint

Pegasystems

HelpSocial

Khoros

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Starboard Value

Reviews

Ratings Overview

Overall experience with

Favorable Review

Exploring Noteworthy CRM and CPQ Features of a New Platform

Critical Review

Customisable Software with Underwhelming Performance

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