Manage social response at scale
The next dimension of social customer service is here
Private, in-the-moment customer care
Provide private and trusted customer care in real-time, regardless of channel. We've designed social response capabilities to help brands carry meaningful conversations with their customers in one continuous thread, so agents can easily pick up where a conversation left off.
Powerful insights in real-time
Offer your customers the best experience possible by instantly capturing their post-resolution feedback. Our integration with Twitter allows brands to analyze Net Promoter Score (NPS®) and Customer Satisfaction (CSAT) data to bring a new dimension of customer data and social ROI to brands.
Highly customizable analytics and customer insights, available on-the-go
Our mobile applications allow teams to stay in the know and act fast by easily accessing live trends and insights.
Securely resolve support issues on social and maintain regulatory compliance
Quickly and securely verify the identity of consumers who engage on social channels. Own the data exchanged on social and securely collect personally identifiable information (PII) to maintain compliance.
One customer experience
Provide a stellar customer experience. Lithium Social Media Management is a holistic platform across marketing and social customer service that ensures one view of the customer. Learn more about Social Publishing
Every incoming social post is automatically routed to the most appropriate work queue or agent for prompt resolution based on criteria you define.
Posts receive language, source and content tags so messages land in the correct work queue. Gone are the days of manually assigning each post. That gets old. Really fast.
Notification & alerts
Set up email and mobile alerts for spikes in activity so you can adjust staffing and priorities on-the-fly.
Business is global. So is social. Lithium Social Media Management provides out-of-the-box detection for more than 25 languages. Plus, agents can customize their preferred UI display language.
Consistency counts. Lithium Social Media Management will always route customer replies back to the original agent unless they're offline.
Posts are scanned and assigned priorities based on customized keywords so agents work the most important issues first.
With Lithium Secure Verification and Messaging, brands authenticate the identity of consumers who engage with support social channels and own the data exchanged during these conversations to maintain compliance.
Holistic customer profile
Respond with more context by using the most complete customer profile that contains information across social networks, CRM systems, interests, influence, tags, and internal notes across departments.
What customers are saying about Lithium
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The Ultimate Guide to Next Gen Customer Care for Financial ServicesWhitepaper
In this guide, understand the true nature of the FinTech threat, learn how to navigate extreme customer expectations, and hear how financial services firms are harnessing the power of community to stay relevant and competitive. Watch the webinar