For some years now, small and large companies have been adapting to the new business model that involves the use of social networks. In fact, the way we sell, ship and deliver services has evolved and will continue to change in the coming years as well. Previously, people went straight to a place to buy or acquire the services they needed. Today things are different: you simply send a quick message via WhatsApp, Instagram, Facebook, Telegram or some other popular social network for companies to interact with customers and sell products or services.
Many companies realized how important it was to evolve, since the volume of messages received was constantly increasing and this led to a lack of control, especially after the onset of the Covid-19 pandemic. In fact, most companies started receiving so many messages that they could no longer mange them. This is why services such as Callbell, were born, capable of taking care and managing the sending of messages from different social networks, making work more agile and effective for all companies and thus being able to manage a multi-agent team capable of responding daily to all requests, from a single platform.
These tools for managing messages on social networks are increasingly popular. Today, in fact, it is very common to see them used by any company. Among the services offered there are, to name a few, the management of messages from multiple social networks on a single platform, chat bot, call management, verified numbers for WhatsApp, multiple users for a single WhatsApp number and many other interesting services. In this article we list the 5 best tools for managing messages on social networks.
As we said before, companies currently receive, on a daily basis, a large number of messages and it is very difficult to manage them with a single operator dedicated to customer service. This is due to the limits imposed by the social networks themselves, since it is not possible to connect more than one user to a single account, as happens with WhatsApp.
This means that the only agent available will have a significant workload, reducing efficiency and speed, hence it is extremely necessary to have a team that can take care of all requests coming through social networks from a single account capable of centralizing all information. This is where the tools for managing messages on social networks come into play: they allow you to improve and carry out an orderly, efficient and simple work for each member of the customer service team.
Callbell
Callbell is one of the best tools for managing messages on social networks. Generally this type of service is very expensive, so finding one that is good but also cheap is particularly difficult, Callbell has all the most important features of message management: chat management from different social networks such as WhatsApp, Telegram, Instagram or Facebook, multi-agent chat also via WhatsApp, messaging statistics, activity statistics, and agents statistics.
While Callbell doesn’t have many integrations, they are constantly improving and creating new tools that will help you with your business, the customer service is great and the service agents are always willing to help you. Finally, the aesthetics of the platform, being minimalist and very pleasing to the eye, makes it an excellent investment for managing messages on social networks, making it suitable for SMEs as well.
Hootsuite
Hootsuite is a somewhat different tool: although it allows you to manage messages on social networks, this feature is not fully exploited, as it has other functions such as network metrics, management of posts and content shared on your social networks, post automation, message management, ADS and other different features that may interest you; however, since it has so many functions, it tends to neglect message management for teams on social networks and obviously does not have WhatsApp among the social networks you can manage.
Moreover, Hootsuite is also a little expensive and perhaps complicated to acquire for small businesses that want to start offering a different service than usual. In general, if you want to manage your social networks, Hootsuite can be a great tool, if we don’t take into account message management.
Leadsales
Leadsales is a simple tool, but without many features, multi-agent WhatsApp and an integrated CRM to manage incoming leads, sales or contacts. Its main features are: multi-agent WhatsApp, CRM for WhatsApp, business statistics and metrics.
The price is affordable, ideal for small businesses, however, since it offers only one communication channel it does not seem to be very profitable as there are options such as Callbell where, aside from its great price, there are many more integrations such as Instagram, Facebook Messenger, Telegram or Whatsapp. So, if you only want to manage your WhatsApp messages, Leadsales might be an option to consider, but keep in mind that your other communication channels will be overlooked.
MessageBird
MessageBird is a company that mainly deals with connecting companies with their customers through communication services. Among the main networks are WhatsApp, Telegram, Facebook Messenger, Twitter, SMS, Slack, etc.
This tool is very comprehensive and works by taking all the chats from the different service channels managed by the company and importing them to the MessageBird platform for the the customer service team to handle. Among the various features offered we find the Bots for chat automation, omni-channel Widgets, Instagram messages, Google ad messages, multi-agent WhatsApp and much more.
Unfortunately, nothing is ever perfect: MessageBird is a very expensive tool, so if you own a small or medium-sized business you may not be able to afford its monthly price; moreover, the support is not excellent and many times the problems or errors are resolved particularly slowly.
B2chat
B2chat is a company that offers chat center services so that the service agents in your company can manage conversations from different service channels with a single platform, it also offers CRM services created mainly to manage WhatsApp leads. However, it can also be used for all types of leads from different social networks, transfer tickets or conversations to other agents or departments, it also has integrated chatbots, predefined replies and the option to send notifications.
As for the price, B2chat places incredible importance on WhatsApp because the most expensive plan of the service includes the messaging app and the cheapest plan bypasses it. You should always bear in mind that the plan comes with only 2 users by default and that each additional user has an extra fee. Relatively good customer service, operators generally respond quickly.
Callbell is one of the most complete tools for managing messages on social networks, it offers various features in addition to the simple organization of requests, among these there are:
Multi-agent chat on different social networks:
You will be able to manage Facebook, Instagram, WhatsApp and Telegram chats from a single platform with all the agents you need, meaning that if you have 10 agents, they can all have their own Callbell account and manage chats from your social networks.
Real-time statistics:
With Callbell you will be able to analyze the statistics of your business, how many messages you receive per day, comparing the number of monthly and annual messages, how many chats were satisfactorily resolved and how many were not, statistics on the metrics of your customer service agents, the sales metrics via WhatsApp or any other social network.
Control and management of your agents:
You will be able to keep control of all your agents, enable and disable permissions, check which chats have been assigned to them, know how many conversations have been successfully resolved or even understand if an agent is productive enough or not.
Chat Widget:
The chat widget will allow you to place a mobile icon on your web page where the symbols of WhatsApp, Instagram, Facebook and Telegram are displayed; through this icon, all visitors can write directly to your social accounts and you can manage these messages directly from Callbell.
Customer care:
Callbell stands out for its customer support: the operators, in fact, are always available to help you even with the verification of your Business Manager (essential requirement to be able to use the WhatsApp API); they also have a fairly long timeline that ensures support is always available in order to answer your questions. The service also offers weekly webinars where they teach their customers how to use the platform and how to fully exploit the tool.
Conclusions:
As you can see, with Callbell you will have more features at a very low price, with an excellent support team that will help you solve any problem you might have. We recommend that you go through all the top 5 options we’ve shared in this article in detail so that you can decide which tool is really the best for your business.
When you register for a Callbell account, the system will ask you to log into the different social networks to start importing all the inbox messages. The integration will save every message from the different social networks you have previously logged in and import them into the mailbox of your Callbell account. Here the messages are allocated according to the corresponding department and assigned to agents, who will accept the request or reassign it to another agent.
The integration varies depending on the social network you manage, for example: with WhatsApp the integration allows you to activate the green check, attach files, send and receive messages and MMS, it also allows you to open WhatsApp on multiple devices based on the number of agents you need. Moreover, for Instagram Direct the integration asks you to enable some permissions by importing all Instagram messages into your Callbell account and, just like for WhatsApp, these will be assigned to the corresponding department and agent.
If you want to know more about Callbell and how it can add value to your business, click here.
Frequent Questions
What are the 5 best tools to manage messages on social networks?
The 5 best tools for managing messages on social networks are: Callbell, MessageBird, B2chat, Leadsales and Hootsuite. This is because of all the features that these tools offer , with respect to the value of their products, quality, support and price.
Callbell is one of the best tools for managing messages because it offers excellent value for money. So, if you are looking for an easy-to-use, cheap and very efficient tool, you should definitely give it a try.
Why is it necessary to manage social media messages?
Companies currently receive a large number of messages, on a daily basis, and it is very difficult to manage them with a single dedicated customer service operator. This is due to the limits imposed by the social networks themselves, since they don’t allow you to connect more than one user to a single account, as happens with WhatsApp.
This means that the only agent available will have a significant workload, reducing efficiency and speed, so it is extremely necessary to have a team that can take care of all requests coming through social networks from a single account capable of centralizing all information. This is where the tools for managing messages on social networks come into play: they allow you to improve and carry out an orderly, efficient and simple work for each member of the customer service team.
About the author: Hello! I am Alan and I am the marketing manager at Callbell, the first communication platform designed to help sales and support teams to collaborate and communicate with customers through direct messaging applications such as WhatsApp, Messenger, Telegram and Instagram Direct
