Turn your social channels into customer experience channels, and win.
Manage social customer engagement at scale
Lithium’s social media management tool helps manage the explosion of social customer care responses without sacrificing quality.
- Role-based UI give customer service agents, supervisors, managers, and publishers unique functionality for each role.
- Goodbye to cumbersome columns and stacks. Agents work from a single, unified inbox. No guesswork required.
- Post content, social pictures, and video to create more dynamic interactions with customers. Monitor the success of your posts with at-a-glance metrics.
- Create cases, view customer profiles, and track complete interaction histories. Never lose sight of the larger customer picture.
- Speed agent response times and standardise replies using the built-in knowledge base and response
- Social posts are automatically routed to the best agent based on pre-defined skill sets. Easily reassign posts to another agent or work queue
Drive Powerful Earned Media
- Workflow: Every incoming social post is automatically routed to the most appropriate work queue or agent for prompt resolution based on criteria you define
- Automation: 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 notifications. Receive immediate alerts when messages, priorities, or work queues change.
- Conversation Threading: Consistency counts. Lithium Social Web will always route customer replies back to the original agent before looking for another available agent.
- Prioritisation: Posts are scanned and assigned priorities based on customised keywords so agents work the most important issues first.
Lithium Case Studies
After 6 months of using LSW, TWC improved their social response rate by 30%. Download to see how they did it.