What are some good user feedback management tools that can help me in providing great customer service through social media?

Thanks

I support the answer given by Sarita

Sparkcentral - a tool that lets you communicate with your customer across twitter , facebook and Instagram in real time. You can communicate with your team as well from this app.

Sprout social is touted as a tool for social media marketing, it also has a deeply involved component for social customer service. You can see Tweets and Facebook posts on a dashboard where team members can respond to them.

Sprinklr is an enterprise solution that lets you build relationships with customers via monitoring, listening, and customer service. You can engage across social channels, communities, web portals, mobile applications, and even retail kiosks.

Team members can collaborate and receive a unified view of the customer, and marketing and sales teams can work in tandem with the customer service teams.

There are many tools can be used  after analysing if the tools meet the current requirement.

• Constant communication with the client for better service (Office visits, through the communication channels of electronic communication)
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From my Experience, big Customers Respect Direct contact instead of Social media, But for young managers they can cooperate with one page online questionnaire or by Email or private messages on Facebook.

In  my opinion the best user feedback management tools is not only the social media but in all points of communications between customer and the company  which could include the company's website, telephone, live chat, direct mail, marketing materials and social media.

Yammer is one of good social media tools that can be used for this purpose. 

For all we know that the social media is powerful tool now a days.. for me to get a good ffedback is that to show more streaming more advertise and to have good reputation so that the feedback is good.

Hello my name is Zakaria

From my opinion the best user feedback management tools that can help me in providing great customer service not only through social media but in all points of contact between customer and the company  which could include the company's website, telephone, live chat, direct mail, marketing materials and social media is Customer relationship management (CRM) that software refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth. . CRM systems can also give customer-facing staff detailed information on customers' personal information, purchase history, buying preferences and concerns.

Thank you 

Social media sites such as Facebook and Twitter have evolved to become more than emergent platforms for marketing and advertising. Increasingly, they are also valid and important channels through which consumers solicit and receive customer service

"Social care" is not a new concept, yet providing multi-channel support that includes social media can present real challenges for B2B and B2C companies both large and small—as well as opportunities to positively impact sales and customer loyalty. The reality is that customer service expectations are rising year over year and consumers are looking to brands to create a seamless experience that spans the showroom floor to the Facebook timeline. Simply having a social media presence is no longer enough; you need to be a social media rock star.

One of the first challenges to providing great customer service over social media is determining where to focus time and resources. While marketing efforts may drive traffic to targeted social sites, customer service teams must meet their customers where they're already socializing. For most companies, Facebook and Twitter will be the primary focus for social care, but some brands may find that their customers also frequent Google+, LinkedIn, Pinterest, Instagram, or other social sites.

To figure out where your customers are, search for mentions of your brand within popular social sites. Whether this is a first step toward creating a social media presence, or something your marketing department has already done, it is a mistake to leave dialogue about your brand solely to online commenters and the Google search algorithm.

If you find that customers aren't yet talking about your brand online, look for ways to include yourself in conversations relevant to your industry. The way to be welcomed into social conversations is to add something of value.

Because the consumer—not the brand—wields the most power over a brand's image on social media, the bottom line is that neglecting conversations that occur on sites like Facebook and Twitter can have staggering consequences. Conversocial reported that 88 percent of consumers are less likely to purchase from a company that leaves questions on social media unanswered.

Many marketers are already familiar with social media monitoring tools that automate the process of searching for mentions of a brand name, or combing social media pages for specific keywords, but listening is equally important from a customer service perspective. What's more, many customers already believe that you are. When participants in a 2012 survey from Oracle were asked what was most important when visiting a company's social media page, 43 percent responded that they were looking for a direct response to their question, followed by 31 percent who expected direct access to customer service reps.

Depending on how much volume your brand's social media pages generate, it's important to collect and analyze customer activity so that you understand the kind of issues being raised over social media. Smaller companies may need to collect a week or month's worth of activity while larger companies can probably take a pulse over a shorter period of time.

Look at the information you've collected to determine:

• How many comments appear to be written in moments of frustration, perhaps after having a poor customer experience in person or online?
• How many are technical or account-specific questions?
• How many comments provide feedback, positive or negative?
• How many questions can be answered using links to existing help content?
• How many brand mentions require, or would benefit from, a response?
• What time of day are your customers most active on social media?

The answers to these questions will help you plan staffing and resources, define priority criteria, make decisions about self-service options, and determine whether you'll be able to handle the majority of issues directly through the social channel or require a process for directing social customers to another line of support.

There are tools that automate the process of calculating volume and time, and can generate reports to provide you with a complete picture of customer demand. You may learn, for example, that the hours your customers are most active on social media do not align with your actual support hours.

The size of your company and industry vertical will affect your social metrics. Some companies will see a lot of what amounts to "noise" via social media, and their challenge will be to sift through the noise to find the top priority contacts that require a response. Other companies will find that the majority of their contacts are direct requests for customer service. Depending on the volume of social interactions your brand generates, and the size of your staff, your ability to keep track of social inquiries (and your responses) may be made easier by a customer service platform that can integrate with social media and turn posts, tweets, and direct or private messages into tickets. In this way, you can easily triage, track, and escalate issues behind the scenes, yet still respond to the customer in the space where they have contacted you.

As a best practice, it's not necessarily wise to simply turn every social media mention into a ticket, either because your company's social media pages are so heavily trafficked that the volume becomes unwieldy, or because every interaction does not require a response (sometimes customers are perfectly adept at responding to each other). Still, what an integrated, multi-channel customer service platform can provide is context. The more you can see about a customer's history, the better. Are there open or prior conversations with this customer? Who did they interact with, and what was the outcome? Have they had this same issue before? Have they already tried reaching customer support through traditional channels or was Facebook their first line of defense? If you already have user data stored, agents can eliminate back-and-forth questioning for basic (or private) contact data.

In the fast-paced world of social media, speed of response is critical. Treating social media tickets like any standard ticket isn't going to be enough because customers expect a faster response. So, how can you define priority criteria? There's no single way to do it, of course, but here are a few suggestions:

Highest priority:

• Direct technical or account-related questions
• Complaints from dissatisfied customers
• Service or product requests that are urgent
• Issues (or outages) that affect many users or raise a potential PR crisis

Items that are second-tier in priority are often opportunities to be proactive. You might consider:

• Responding to general references to your products or services
• Thanking customers who provided positive feedback
• Touching base with those who have made comments about your brand or industry that weren't necessarily targeted at you or requiring a response

Smaller businesses without a need for a customer service platform might try one built specifically for social media ticket creation and management (rather than phone, email, and chat support) or, at the very least, utilize the private or direct messaging features of Facebook and Twitter to help create an archive of interactions with a customer.

definatley refreshing your media feedback on daily bassis is a must

acquiring more friends in the field is great  determination and strong leadership to achieve your goals

Social media sites such as Facebook and Twitter have evolved to become more than emergent platforms for marketing and advertising. Increasingly, they are also valid and important channels through which consumers solicit and receive customer service. According to Nielsen's 2012 Social Media Report, nearly half of U.S. consumers use social media to ask questions, report satisfaction, or to complain—and a third of social media users prefer "social care" to the phone.