Lithium
Products
Customer Success
Resources
About
Community
USA UK France Deutschland APAC

Lithium Delivers Only Social Platform that Connects Social Customer Experience across both Brand Websites and Public Social Networks

Lithium Delivers Only Social Platform that Connects Social Customer Experience across both Brand Websites and Public Social Networks

Major Enhancements to Lithium Social Customer Experience Platform™ Allows World’s Top Brands to Increase Sales, Reduce Service Costs and Accelerate Innovation

Lithium Network Conference, SAN FRANCISCO - April 24, 2013 - Lithium Technologies today announced a series of major enhancements to the Lithium Social Customer Experience Platform™, which empowers brands to deeply engage customers across social channels at scale. Lithium has more than doubled its R&D investments thanks to sharp sales growth, allowing it to deploy an array of new capabilities. These new innovations extend Lithium’s ability to power the world’s most vibrant communities on brand websites while managing high-volume engagement on public social networks.

Lithium today also announced the launch of its new Lithium Social Intelligence™ software (see separate release), its next-generation analytics software that provides new deep insights into social customer engagement. Lithium Social Intelligence enables brands for the first time to accurately measure and improve the performance of social customer programs across online communities and public social networks.

“Our significantly increased R&D investments have enabled Lithium to once again up the ante in social,” said Lithium President and Chief Executive Officer Rob Tarkoff.

“Brands recognize the importance and value of connecting with their customers across a variety of social and digital locations to provide a fantastic experience that differentiates them,” Tarkoff said. “Yet, for many brands implementing a comprehensive social strategy that delivers real, measurable business results remains a real challenge. Lithium offers the only unified platform for engaging customers at scale across all major touch points, driving higher revenue and lower service costs for brands that are serious about their social initiatives.”

The Lithium Social Customer Experience Platform now comprises:

  • Lithium Communities™ – an engine for turning brand websites into social destinations where passionate customers create trusted content
  • Lithium Social Web™ – a console for responding in real-time on social channels, engaging directly with customers, and connecting them to the trusted content that meets their needs.
  • Lithium Mobile™ – an optimized experience for customers to consume and participate in community conversations anytime, anywhere.
  • Lithium Social Intelligence™ – rich analytics that help brands measure and improve social ROI
  • Lithium Developer Network™ – an extensive set of APIs and supporting tools that let brands customize, extend and integrate the Lithium Platform

“The response to our acquisition of Social Dynamx and launch last fall of Lithium Social Web has been overwhelming. We are already handling millions of customer interactions each month on Twitter and Facebook for HP, BSkyB, Time Warner Cable, Comcast, Sephora and other leading brands,” said Tarkoff, the Lithium CEO. “Now fully integrated with Lithium Communities, Lithium Social Web has become an integral part of driving community vibrancy and ROI.”

New Additions, Improved Offerings

The latest product enhancements announced today span all key areas of Lithium’s portfolio, cementing the company’s market-leading capabilities for powering world-class social customer experiences. Highlights include:

  • A new modernized user experience that makes it easier to produce highly visual community experiences on websites and mobile devices in less time.
  • Extended support for badges and notifications provide community users with real-time feedback that increases participation and content generation.
  • Google+ has been added to the growing list of social channels supported by Lithium Social Web out of the box.
  • Lithium Social Intelligence, a new Lithium product offering, uses a unique combination of social science, real-time performance metrics and web analytics to measure and improve customer engagement.
  • The Lithium Developer Network now has a new documentation center, making it even easier for customers and partners to customize, extend, and integrate the Lithium Social Customer Experience Platform.

Customer Quotes

At BSkyB, Sharon Reeves, Director of Assisted Service, e-Experience, said: “Lithium helps BSkyB deliver excellent service whenever and wherever our customers need us. We use Lithium Communities to crowd-source answers to thousands of questions, and then we direct customers to the highest value content as we handle more than 35,000 enquiries each month on Twitter and Facebook through Lithium Social Web. In total, more than 40,000 customer enquiries are handled on social channels with Lithium.”

Wolfgang Sturm, Head of Social Media at A1 Telekom Austria, said: “Our results with Lithium have been incredible with our community helping us significantly increase customer satisfaction and reduce support calls and emails. In 2012 – year one of our Lithium community – an amazing 25% of our A1 Support Community visitors perceive the community as their primary service channel, saving A1 168,000 service interactions. Even more remarkably, 26% of community users found their solution within minutes of visiting the community. Those are results that are having a real impact on our business.”

Barclaycard Managing Director Paul Wilmore said: “We teamed with Lithium to deliver Barclaycard Ring, the first credit card designed and managed by a customer community. Together we’ve been able to innovate in the financial services industry and open up the dialogue with our customers. Our community members are 70% less likely to close their account compared with other customers. Lithium enables us to build these long-lasting relationships in a new way.”

Lithium is showcasing its latest advances and capabilities for innovative social customer experiences that deliver real, measurable business results at LiNC 2013, taking place April 23-25 at the Westin St. Francis Hotel in San Francisco.

About Lithium Technologies
Lithium helps companies unlock the passion of their customers. Lithium software powers amazing Social Customer Experiences for more than 400 iconic brands including AT&T, BT, Best Buy, Indosat, Sephora, Skype and Telstra. Lithium helps companies grow brand advocacy, drive sales, reduce costs and accelerate innovation to create social communities that redefine the customer experience. For more information, visit lithium.com, or connect with us on Twitter, Facebook and our own community–the Lithosphere. Lithium is privately held with corporate headquarters in Emeryville, Calif. and offices in Europe, Asia and Australia.

The Lithium® logo is a registered Service Mark of Lithium Technologies. All trademarks and product names are the property of their respective owners.

Lithium Media Contacts
Eddie McGraw, Corporate Headquarters & Global
eddie.mcgraw@lithium.com
+1 (650) 430-1978
Katrina Estrella, Corporate Headquarters & Global