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Lithium Announces New Automation Capabilities For Faster Customer Care, Increased Agent Efficiency

LITHIUM ANNOUNCES NEW AUTOMATION CAPABILITIES FOR FASTER CUSTOMER CARE, INCREASED AGENT EFFICIENCY

Support for Twitter’s New Quick Replies Feature Lets Brands Combine Simple Automation and Human Service

SAN FRANCISCO – November 1, 2016 – To tackle the ever-increasing volume of queries brands receive on social media, Lithium is bringing to market new capabilities within Lithium Response that let customer care agents automate simple tasks including gathering customer information and answering straightforward questions like flight updates and order status. Building on Twitter’s new quick replies in Direct Messages feature, Lithium customers can now funnel automation capabilities into Lithium Response to give customers accurate answers, timely answers, and – when necessary – personalized answers.

“Social has become the go-to channel for consumers to get their questions answered, and brands need to find ways to scale and improve their customer service strategies,” said Katy Keim, CMO of Lithium. “With these new capabilities, we’re helping brands automate the straightforward parts of interactions so agents can focus their time and energy in the right places – solving complex customer problems, educating customers on products and services, and working through challenges unique to each customer that require a human touch.”

“Lithium Response has the tools our agents need to reply efficiently, allowing them to spend more time creating a personal experience for the customer,” said Patricia Jimenez, Global Senior Manager, Social Marketing Operations, Spotify. “These automation features will free up even more time for them to be creative and have fun with their work, resulting in much higher customer satisfaction.”

“Lithium Response has already helped us significantly reduce our response times from over 24 hours to under three minutes,” said Tim Lopez, Head of Global Social Media Customer Care, Symantec. “These new Twitter automation capabilities in Lithium Response have the potential to further streamline a ton of repetitive tasks for our agents, while still keeping the human element in our engagement.”

Feature Overviews:

  • Lithium Response helps improve agent efficiency by automating the process of obtaining user profile data (e.g. account number, email address, etc.) from Twitter users.
  • Lithium Response support for Twitter’s quick replies lets businesses prompt agents with the best ways to reply to a Direct Message.

Additional Information:

For more information on how to manage social customer service at scale with Lithium Response go to: http://www.lithium.com/products/social-customer-service

Check out our new eBook: An Insider’s Guide to Measuring Twitter Customer Service Success: http://www.lithium.com/pages/an-insiders-guide-to-measuring-twitter-customer-service-success

About Lithium: Lithium builds trusted relationships between the world’s best brands and their customers, helping people get answers and share their experiences. Customers in more than 34 countries rely on Lithium to help them connect, engage, and understand their total community. With more than 100 million monthly visits over all Lithium communities and 750 million online profiles scored by Klout, Lithium has one of the largest digital footprints in the world. Using that data and the company’s software, Lithium customers boost sales, reduce service costs, spark innovation, and build long-term brand loyalty and advocacy. To find out how Lithium can transform your business, and to share the experience enjoyed by 300 other leading brands around the world, visit www.lithium.com, join our community at community.lithium.com, or follow us on Twitter @LithiumTech. Lithium is a privately held company headquartered in San Francisco.

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